Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most frequently asked questions.
1. Common Questions
2. Shipping and order tracking
3. Returns and Exchanges
4. Technical Questions
5. Contact Questions
1. Common Questions
What is our return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 14 days of the purchase date. To initiate a return, send an email to info@fvria.com. Once your return has been approved, we will send you a return label to send the items back. Once we receive the items, the money will be transferred to the original payment method.
Mandatory condition of items to be returned.
All items must be unworn and in original packaging. Returns can be made by email after approval.
Are returns free?
No, we charge return costs when returning an item. In collaboration with DHL/B-post, these costs will be passed on to you as a customer.
How can I track my order?
Once your order has been shipped, you will receive a DHL/B-post tracking number via email. You can use this number to track your order on the carrier's website.
Can I cancel or change my order?
We try to process orders as quickly as possible, but if you would like to change or cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request.
Do you have a physical store?
We currently do not have a physical store. However, we offer free shipping on orders over 75 euros so you can try out our products. Be sure to refer to our "Size Chart" before placing your first order as it contains accurate information.
How can I track my order?
Once your order has been shipped, you will receive a DHL/P-post tracking number via email. You can use this number to track your order on the carrier's website.
Can I cancel or change my order?
We try to process orders as quickly as possible, but if you would like to change or cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request.
3. Returns and Exchanges
What is our return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 14 days of the purchase date. To initiate a return, send an email to info@fvria.com. Once your return has been approved, we will send you a return label to send the items back. Once we receive the items, the money will be transferred to the original payment method.
Mandatory condition of items to be returned.
All items must be unworn and in original packaging. Returns can be made by email after approval.
Are returns free?
No, we charge return costs when returning an item. In collaboration with DHL/B-post, these costs will be passed on to you as a customer.
Can I exchange my item?
Yes, you can easily exchange your item by following the returns policy steps.
4. Technical Questions
Track an Order
You can track the status of your order via the confirmation email. Click "Track Order" to view your recent order. Click on this number to see detailed tracking information. You can view the tracking history and estimated delivery date. Please allow 1-3 business days from the time your order is shipped.
Order statuses
Order Submitted - "Placed" After you place your order on Fvria and your credit card is authorized, your order status will appear as "Placed".
Order processing - "In progress"
After you place your order, it will be sent to our warehouse to be processed and packed for shipping. During this time, your order status will appear as "Pending." Please allow 1-2 business days for order processing and preparation for shipment.
Order Delivered - "Shipped"
Once we have assigned a tracking number to your order and it has left our warehouse, the order status will appear as "Shipped".
Order Delivered - "Partially Shipped"
If your order arrives in multiple shipments and one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and transfer the amount back to your credit card account. Once your order has been returned and processed, the order status will indicate "Returned". We will notify you via email once your return has been processed.
Canceling or changing an order
Before placing your order, you can view the contents and total amount in your shopping cart. Once placed, the order cannot be changed. If you want to cancel your order, you can usually do so up to one hour after placing it. Check the status of an order on the order details page.
Partially Canceled Orders
If an item in your order is out of stock after you place the order, the out-of-stock item will be canceled and you will be notified via email. All in-stock items in your order will be shipped. If the original order you placed met the minimum threshold of 75 euros for free shipping, but part of your order was canceled by Fvria, the order will still ship for free. If you would like to be notified when the item is back in stock, visit the product page and sign up for the "Availability Email" alert.
5. Contact Questions
The Online Customer Service or Style Advisors are available:
Monday - Friday: 10 AM - 6 PM
info@fvria.com