Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@fernbali.com. If your return is accepted, we’ll send you instructions on how and where to send your package. All postage costs for refunded items are at the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@fernbali.com.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products).  Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Any additional postage costs for exchanges are at the responsibility of the customer.

Product and Colour Discrepancies 
Please be advised that most of our products are handmade, so slight variations might occur between the photographed product on the webpage and the product that you will get. If in doubt, please contact us and we can send you a photo of the actual product that will be shipped.

We try our best to portray the colors of the products accurately. But screen color settings can vary on different devices which can affect the way the products are portrayed on the screen.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. For the returns, you will be refunded the full amount excluding the original postage costs. In case of a faulty or damaged item, you will be refunded the full amount including the original postage costs. Please remember it can take some time for your bank or credit card company to process and post the refund too.