RETURN & EXCHANGE

Customer satisfaction is our goal! At Festivalby, we love our customers and want you to love your purchases without the stress of being stuck with an item you don’t like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us!

Festivalby offers a 30-Day Return guarantee. Sadly to say that custom made products can not be returned, as it was custom made just for you according to your personal information. We can not sell it to others again.

If you are unhappy with our Non-customized products, please feel free to contact us for return / refund / cancel / exchange.

How to apply for Return/Refund

1. If you believe you have received defective or incorrect items, please report via e-mail within 30 days of receipt. Detailed descriptions, pictures, and/or videos in report email(s) to festivalby@outlook.com are helpful in accelerating the return/refund process.

2. Our customer service team will respond to you within 1 business day.

3. If you need to return, please return the item according to our instructions and send us return proof in the form of the tracking number and a valid return receipt.

4. Once we have received the returned item(s), we will contact you and process an exchange or a refund within 1-3 business days.

Return

1. Kindly note that you should afford the return cost if you do not need or do not like the item. Of course, we will pay it if it is our fault.

2. Please return your package(s) via USPS Flat Rate shipping with a tracking number for convenience, as we are not responsible for the loss of packages or stolen packages. We will not issue return credit without proof of receipt and delivery. You may be responsible for covering shipping costs for return items and shipping charges must be prepaid.

Refund

Refund will be processed and automatically returned to your original method of payments within 3-10 working days.

Returnable Items

1. Items must be unworn, unwashed, uncut and unstyled (free of any stains from makeup, deodorant, or wear) and with the product’s package attached.

2. The incorrect items sent to us will be discarded upon receipt. We reserve the right to solely define, limit, refuse, and/or reject returns from customers at any time due to:

1) With an irregular or excessive return history, or involving worn, altered, laundered, damaged or missing items, etc.

2)  Potential fraudulent or criminal activity.

In these situations, our team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all our customers across the globe.

Cancel

Orders cannot be cancelled once the item has been delivered.

We appreciate that you have chosen Festivalby and we understand if you have special circumstances and would like to cancel your order. However, it is important to note that once the production of our custom made products process begins, labour and material costs are incurred, so please cancel/change your order within 24 hours after paid.

Please refer to our cancellation and returns policy below for more details.

For Non-customized products, we support 24 hours cancelling. If you need to cancel your order for any reason, please contact us by email! The cancellation time will be calculated from the time we receive the email.

Please feel free to contact us at festivalby@outlook.com for any assistance. We will do our very best to help you and reply to all messages within 1 business day.  Festivalby reserves the right(s) of final interpretation for all the policies here.