Return Policy

1. Cancellation after purchase

Once an order has been placed and successfully paid for, the fulfilment process is automatically initiated. We work with international logistics partners and external warehouses. As a result, an order can in principle no longer be changed or cancelled after it has been placed.

This does not affect the statutory right of withdrawal that consumers within the European Union retain, as described below. A request to cancel before shipment can be submitted at support@fashionistaheaven.com. However, we cannot guarantee that cancellation is still possible if the logistics process has already started.

2. Return period

You have the right to return your order within 14 days of receiving the product. This period begins on the day you, or a third party designated by you (other than the carrier), have physically taken possession of the product.

For consumers within the European Union, the statutory right of withdrawal applies as a minimum, in accordance with applicable regulations.

3. Conditions for return

To be eligible for a return, the product must:

  • be unused and unworn;
  • be undamaged;
  • have its original tags attached (where applicable);
  • be, as far as reasonably possible, in its original packaging.

You are only liable for any diminished value of the product resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product. Proof of purchase or an order number is required.

4. International returns (DAP structure)

Our deliveries are made under the Delivered At Place (DAP) delivery term in accordance with Incoterms® 2020. This means that for international shipments:

  • import formalities in the country of destination are the responsibility of the recipient;
  • for returns from the European Union to a country outside the EU, export formalities may apply.

Returns are sent to our international warehouse address outside the European Union. Any export formalities or costs associated with sending a return from the country of receipt are borne by the customer. We do not make import declarations on behalf of the customer for returns.

5. Registering a return

Before returning a product, you must first contact us at support@fashionistaheaven.com. You will then receive a return form and further instructions. Returns sent without prior contact cannot be processed.

6. Return costs

The costs of returning a product are borne by the customer. We recommend using a tracked and insured shipping service. The sender remains responsible for the return until it has been demonstrably received by our warehouse. We are not liable for returns that are lost or damaged in transit.

7. Return address

If you exercise your right of withdrawal, you must return the product to the following address. Please email us first for the return form:

Recipient: Liu Changxing
Address: No.2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi, Yiwu Town
Zip Code: 310000
Province: Zhejiang
State: Zhejiang
Country: China

8. Unaccepted or uncollected packages

If an order is not accepted by the customer or is not collected from a pickup point, the shipment is automatically returned in accordance with international transport procedures. In that case, costs charged by the carrier or customs, including return costs, clearance costs, or storage costs, may be deducted from the amount to be refunded.

Because we offer free shipping as standard, the original shipping costs are not separately reclaimed. Returns made via this route may have a longer processing time.

9. Damage and issues on receipt

Please inspect your order immediately upon receipt. If the product is defective, damaged, or incorrectly delivered, you must report this as soon as possible at support@fashionistaheaven.com, stating:

  • order number
  • a clear description
  • supporting images

We will assess the issue and offer an appropriate solution, such as repair, replacement, or refund.

10. Exchanges

If you wish to receive a different item, you must first return the original item in accordance with this return policy. After receipt and approval of the return, you may place a new order. We do not process direct exchanges.

11. Refunds

After receipt and inspection of your return, we will inform you of the approval of the refund. If approved, the purchase amount will be refunded within 10 business days via the original payment method. Please note that banks and credit card companies may apply additional processing time.

If more than 15 business days have passed since approval of the refund and you have not received any amount, please contact us at support@fashionistaheaven.com.

12. Discounted items

For items to which a discount, promotion, or sale applies, a return period of 14 days after receipt applies. The product must be returned unused, undamaged, and, as far as reasonably possible, in its original packaging. Proof of purchase is required. The statutory rights of consumers within the European Union remain fully applicable.

13. Uncollected or refused packages

  1. If an order is delivered to a pickup point, parcel point, or store and is not collected within the period set by the carrier, it is regarded as an uncollected package.
  2. If a shipment is refused by the consumer on delivery, this is likewise regarded as an uncollected package.
  3. In the case of an uncollected or refused package, the shipment may be returned to the warehouse of dispatch in accordance with international transport procedures.
  4. In that case, the entrepreneur is entitled to deduct the return costs, administrative costs, storage costs, clearance costs, and any other associated costs charged by the carrier or logistics partner from the amount to be refunded.
  5. For orders regarded as uncollected or refused, only a partial refund is made, consisting of the purchase amount less the costs referred to in point 4.
  6. Delays in the processing of returns resulting from international logistics procedures or customs handling are beyond the control of the entrepreneur.
  7. The entrepreneur is not liable for additional costs arising from the consumer's failure to collect or refusal of a shipment in time.