Return and exchange policy

Do I have to pay to return or exchange an item?

Orders placed from the Outlet with a 60% off. or more cannot be exchanged or returned. 

For all other orders for items that are not from our outlet:

Returns and exchanges are free of charge in Spain and for most of the European Union countries. 

Returns of items that have been purchased at a discount or with a promotional code will have the following cost:

• Spain: 5€.
• European Union: 11€.

This amount will be deducted from the amount to be returned.

The remaining countries will be charged a fee of 25 euros for any return.

• • The European countries with free returns are: Spain, Austria, Belgium, Germany, Denmark, Finland, France, Greece, Ireland, Italy, Luxembourg, Monaco, Portugal, Netherlands, Sweden, Vatican, Bulgaria, Switzerland, Cyprus, Czech Republic, Estonia, Croatia, Hungary, Liechtenstein, Lithuania, Latvia, Malta, Poland, Romania, Slovenia, Slovakia and San Marino.
  • IMPORTANT: All other countries will have to pay 25 euros for any return + customs charges, these will be deducted from the amount to be returned. 

How many days do I have to exchange or return an item?

You have the right to exchange or return an item within 14 days of receiving the order. FERENT reserves the right to deny out of time requests for refunding or items found in a different condition than they were on the day they were delivered.

How can I exchange or return an item?

1. 1. Go to ‘RETURNS’ in the bottom menu of our website or to this page and follow the instructions: https://ferent.outvio.com/en
   2. We will send you a label. Print it out and place it on the package you want to return.
   3. Once you have printed the label and placed it correctly on the outside of the package, we will send you a carrier to pick up your order within 24-48 hours.
   4. Once the package arrives and after checking the product, you will be reimbursed for the item(s) using the same payment method used in your purchase in a maximum estimated time of 10-14 days, depending on your bank.

• • Returns in the Showroom Studio of Ferent.shop: In the same way that you can pick up your order in the Showroom Studio of FERENT, there is also the option of returning your order in this same space. Our Showroom Studio is located at Calle Casanova 191, 08036, Barcelona.

How do I make a size change?

• • To make a size change, you must return the item you do not want and buy the product you want again.
  • Once you buy the new product, we will send it to you.
  • When we receive the product that you do not want, we will refund the money through the same payment method.
  • You will have to make the return following the instructions detailed above in “RETURNS”.

• Changes the size in the Showroom Studio: In the same way that you can collect your order in our Showroom Studio, there is also the option of making a change of size in this same space. If you want to make sure we have the size or model you are looking for, write to us at hello@ferent.shop or WhatsApp +34 607 564 329. Our Showroom Studio is located at Calle Casanova 191, 08036, Barcelona.

Where can I find my receipt?

The purchase ticket together with the order confirmation e-mail is important to have it located since it is from its reception that the 30 days period begins to make the return or size change. You will find this purchase ticket attached to the e-mail you will receive when you make your purchase or in the My Account section accessing the details of the purchase in question.

Can I exchange or return any item?

Yes, as long as they are in perfect condition and with their corresponding labels attached. Keep in mind the following exceptions:

• • Bathing clothes:  must include the hygiene sticker.
  • Underwear: underwear items will not be exchanged or returned.
  • Accessories: must include their original packaging.
  • Footwear: must have to be returned with the box in perfect condition.

When will I receive my refund?

You will receive your refund through the same payment method you used in a maximum estimated time of 10-14 days, depending on your banking institution.

If the customer’s return is refused he/she will not be entitled to receive a refund. Upon request, and by replying to the same email, the customer may re-purchase the returned products, at his own expense, within 10 days of receiving the refusal of the return and the relevant reasons. Otherwise, Ferent is entitled to retain the returned products, as well as the amount already paid for the purchase.

For further information, please access the General Conditions section. Remember that for any inquiry or incidence you can contact us by writing to hello@ferent.shop or to WhatsApp +34 607 564 329.