Shipping, returns and refunds

1. Delivery time

All our pieces are made to order. The estimated delivery time is 15 to 20 working days from payment confirmation for Spain and Europe, and 15 to 25 working days for the United Arab Emirates and the rest of the world. This period includes making the piece and transport to the address provided.

Delivery times are estimates: during periods of high demand (sales, Christmas, collection launches) or for reasons unrelated to transport, delivery may be slightly delayed.

2. Delivery area

We deliver to Spain (mainland, Balearic Islands, Canary Islands, Ceuta and Melilla), to all of Europe, to the United Arab Emirates and to the rest of the world. If your country does not appear during checkout, write to us at info@fanyclothes.com before placing your order.

3. Delivery charges

Delivery charges are calculated and itemised before you confirm your order. Mainland Spain and Balearic Islands: €4.95. Canary Islands, Ceuta and Melilla: from €12.95. Rest of Europe: €4.95. Delivery is free on orders of €60 or more to Spain and Europe. For the United Arab Emirates and the rest of the world, the delivery cost is calculated according to the destination and the weight of the order and is shown before you confirm your purchase.

4. Payment confirmation and order tracking

Once your payment has been authorised you will immediately receive a payment and order confirmation by email (normally within a few minutes). If you do not receive it within 24 hours, check your spam folder and write to us at info@fanyclothes.com.

When your order is dispatched you will receive a second email with the tracking number so that you can check the delivery status on the carrier’s website. Please note that tracking may take between 24 and 72 hours to become active after it is issued.

5. Delivery address

It is the customer’s responsibility to provide a complete and correct delivery address (including floor, door and a contact telephone number). Redeliveries resulting from incorrect or incomplete addresses, as well as orders returned due to repeated absence of the recipient, may incur additional charges payable by the customer.

6. Customs surcharge and customs

Our products are made outside the European Union. To cover import formalities and duties, we apply a customs surcharge of €3 per order on deliveries to Spain and the rest of the European Union, which is itemised as “EU customs surcharge” before you confirm your order.

For deliveries to the Canary Islands, Ceuta and Melilla, due to their special tax regime, customs or the carrier may ask you to pay an import tax or duty at the time of delivery. If this happens, pay it and write to us at info@fanyclothes.com with the receipt and your order number: we will refund that amount to you; we bear the cost.

For deliveries to the United Arab Emirates and other countries outside the European Union, any customs duties or import taxes of the destination country shall be borne by the customer, unless otherwise stated during checkout.

7. Returns policy

As each piece is made to order to your specifications, no returns or exchanges are accepted for change of mind (for example, a change of opinion or a wrong size choice). This condition is clearly communicated before purchase, on the product page, in the size guide and in the Terms and Conditions.

You are entitled to a replacement or a refund in the following cases:

Wrong product: we sent an item, size or colour different from the one you ordered.
Defective product: the piece has a manufacturing or material defect.
Product damaged in shipping: the piece arrives damaged as a result of transport.
Tampered product: the packaging or the product shows signs of having been opened or altered before delivery.

Report the issue within 7 days of receipt to info@fanyclothes.com, quoting your order number and attaching photographs of the product, the label and the packaging. We will tell you how to proceed; if the piece has to be returned, we bear the collection costs.

8. Refund policy

Once the issue has been approved, you may choose between a free replacement of the piece or a full refund of the amount paid for it, including the proportional delivery charges.

Refunds will be credited only to the original mode of payment used for the purchase (the same Visa or Mastercard card) and will be processed within 10 to 45 days, depending on the credit card issuing bank. You will receive an email when the refund is issued. Fany Clothes does not make cash refunds or refunds to a payment method other than the original one.

9. Cancellation policy

You may cancel your order free of charge by writing to info@fanyclothes.com, quoting your order number, within 24 hours of payment confirmation, provided that production has not started. In that case the refund is made to the original mode of payment within the time frame indicated in the previous section.

After that period, as the pieces are made to order, the order cannot be cancelled. Replacement of a piece is only allowed in the cases set out in section 7 (wrong, defective, damaged in shipping or tampered product).

Fany Clothes will not pass any debit or credit card details to third parties; payment data is processed exclusively by the certified payment gateway.

10. Delivery issues

If your order arrives damaged, point it out to the carrier at the time of delivery if possible and let us know within 7 days of receipt, with photographs of the product and the packaging, at info@fanyclothes.com. If your order does not arrive within the estimated time, contact us and we will open an investigation with the carrier.

11. Split deliveries

If your order includes several items, they may be sent in separate parcels with different delivery dates, at no additional cost to the customer.

12. Contact

For any queries about your delivery, return, refund or cancellation: info@fanyclothes.com, quoting your order number. Nexora Digital Limited, FD – First Floor, Incubator Building, Masdar City, Abu Dhabi, United Arab Emirates.