Returns & refunds.

We offer an extended 30-day return window from the date your order is delivered for eligible products that are unused, unopened and, for hygiene-sensitive cosmetics, still sealed. Please contact us within 30 days of delivery to let us know you wish to return an eligible item.

For hygiene and safety, sealed cosmetics that are not suitable for return once unsealed cannot be returned under the right of withdrawal after their protective seal has been removed. This applies only where the legal hygiene exception is met.

As a consumer, you generally have a 14-day legal cooling-off period starting the day after receiving your order. You may tell us that you wish to withdraw without giving a reason. You can do so using our online withdrawal form, by email or using the model withdrawal wording provided below.

The 30-day extension is an additional service and does not reduce any statutory rights. Where the law allows you to inspect goods, we will not deny statutory withdrawal solely because ordinary outer packaging was opened. Any applicable hygiene-seal exception and legal rules on reduction in value still apply.

1. Let us know through the online withdrawal form or email info@ferelya.com with your order number.
2. We will share the correct return instructions and address. Please do not send returns to an unconfirmed address.
3. Send your item securely packaged within 14 days after notifying us of statutory withdrawal. For extended returns, follow the instructions provided by our team.
4. Keep your proof of postage until your return has been processed.

Unless otherwise required by law or agreed by us, return postage is paid by the customer. You may choose a tracked service for added peace of mind.

For a valid full statutory withdrawal we refund the purchase price and standard original delivery charges. Extra charges for a more expensive delivery method are not refundable. Where only part of an order is returned, the original delivery charge generally is not refunded.

Refunds are made using the original payment method, within 14 days of your withdrawal notice. We may wait until we receive the goods or evidence they have been sent back, whichever comes first. Any permitted deduction for diminished value is assessed according to applicable law.

Received a damaged or incorrect product? Contact us with your order number and photographs so we can help. The 30-day voluntary return conditions and hygiene-seal exception do not limit your rights to a legal remedy if goods are faulty or not as described.

“I hereby notify you that I withdraw from my contract of sale for the following goods: [product]. Ordered on [date], received on [date]. Name: [name]. Address: [address]. Order number: [order number]. Date: [date].”

Send this statement to info@ferelya.com, or use the online form.