Returns
Can I return my order?
Yes, you can return your order, but it is important that you take into account some conditions so that the return is processed satisfactorily:
- The deadline to request a refund is up to 14 days from the date of receipt of your order.
- Shipping the products back to our warehouses will be your responsibility, which means you will have to cover the return shipping costs.
- It is essential that the products you wish to return are in their original condition and in their original packaging. This will ensure that we can process the return efficiently.
If you meet these conditions, we will be happy to assist you with the return process. Please contact our customer service team for more details on how to proceed. Your satisfaction is important to us, and we will do our best to make the return process as smooth as possible.
Have you received my returned item?
We appreciate your understanding and cooperation. Our team will endeavour to process your return as quickly as possible, usually within 7 working days from when we receive the item (Monday to Friday). Once we have completed the return process, you will receive a confirmation email. If you do not receive this email, we suggest you check with the courier to ensure that the package has reached us safely.
Please note that some returns may experience longer than usual processing times. In these cases, we ask that you allow 10-14 days for your return to be processed. Please be assured that we are working diligently to process your return quickly and accurately.
It is essential that you retain your receipt or shipping confirmation when using the postal service to return an item. This documentation is essential as it includes tracking information, records the shipping date, and is vital for warranty claims, refunds, and dispute resolution.
Can I return a defective item?
Of course you can. We sincerely regret any inconvenience you may have caused by receiving a defective product from Futgy.
We make sure that all our products are covered by the necessary warranty, regardless of your location. If you have received a defective product, please contact our customer service team as soon as possible. Include a clear explanation of the problem and attach a photo of the defective item. Our team will help you resolve the problem and find the best solution for you.
Can I return a personalized item?
Yes! We're happy to help if you've received a personalised item that you're not happy with. However, please note that personalised items cannot be returned unless there is a manufacturing fault. Don't worry, if you think there's something wrong with the product or a mistake was made during the personalisation process, our customer service team is here to assist you.
Simply email our customer service team, and we will be happy to help you resolve any issues you may have. We want to make sure you are happy with your purchase and have a positive experience shopping with us.
Can I exchange an item?
Currently, we are unable to offer item exchanges. However, if you require a different item, you can place a new order separately. If you have any questions or need assistance, our customer service team will be happy to assist you.
How do I return my order?
To proceed with the return of your order, follow these steps:
- Please contact our customer service team to obtain the shipping address to which you should send the return package.
- Send the package to the address provided. Please note that shipping costs will be your responsibility. If the order has a high value, we recommend that you consider purchasing shipping insurance for added security.
- Please make sure to fill out the information provided by Futgy correctly when preparing the return package. This will help speed up the process.
Please be patient while we process your return. Once we receive the product at our warehouse, we will carry out a review to ensure that everything is in proper condition.
If the review confirms that the product is in good condition and meets our return conditions, we will proceed to complete the return according to our policies.
We hope that this return process is as smooth as possible for you. If you have any additional questions or need further assistance, please do not hesitate to contact our customer service. We are here to help you at all times.