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: contact@factivewear.com. Please note that returns will need to be sent to the following pickup points: 

• 123 chem. de machy, 69380 Chasselay (Mondial Relay) 
• ZI de Braille, 3 rte de Chasselay, 69380 Lissieu (Chronopost)

If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are the customer's responsibility, and we recommend using a tracked service: we are not responsible for lost return parcels. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at: contact@factivewear.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. In this case, return shipping costs are on us.

Exceptions / non-returnable items Certain types of items cannot be returned, such as veils that come into contact with hair, and custom-made products. Please get in touch if you have questions or concerns about your specific item.

Exclusion from the right of withdrawal Products benefiting from a price reduction (sales, private sales, promotions) cannot be returned, exchanged, or refunded. This exclusion does not apply to purchases made using a standard promotional code, which remain eligible for return under the applicable conditions.

Exchanges The fastest way to 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.

14-day cooling-off period in the European Union Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, 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. In the event of a full withdrawal, we will refund the price of the items as well as the outbound delivery costs at the cheapest standard rate.

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 within 14 business days. For orders shipped outside the European Union, only the price of the items is refunded (delivery costs excluded). Payment processing fees (Shopify platform fees and payment processor fees) are non-refundable, to the extent permitted by applicable law. Initial delivery costs are not refunded in the case of a partial return. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at contact@factivewear.com

Your satisfaction is our priority. If, for any reason, you are not fully satisfied with your purchase, we offer you the possibility to return it for an exchange or a refund.