Returns & Replacements

Fiastra Aftercare

Returns & replacements

A considered return process should feel as clear as the original purchase. Register an eligible return within 14 calendar days of delivery, or contact us immediately if your piece arrived damaged.

Two-piece Fiastra design object shown separately

A simple return process

Four steps, handled with care.

Please keep the product, packaging and order details together until your request has been reviewed. Personalized or custom-made items are not eligible for return or refund.

01

Register

Email info@fiastra.com within 14 calendar days of receiving your order.

02

Receive instructions

Tell us which product you wish to return, the reason and the name used for the order.

03

Send it back

Ship the return within 14 calendar days after registration, using the instructions provided.

04

Inspection and refund

After inspection, an eligible refund is processed within 5 business days to the original payment method.

Return costs

The current policy at a glance.

01

Netherlands

Free return shipping for eligible returns.

02

Belgium & Germany

A return contribution of EUR 4.50 applies.

03

Rest of EU

A return contribution of EUR 6.50 applies.

04

Rest of the world

A return contribution of EUR 9.50 applies.

Return conditions

Which items can be returned?
Eligible items must be unused, unworn and in original condition, with the original packaging, tags, inserts and other supplied elements.
How long do I have?
You have 14 calendar days after delivery to register the return, followed by another 14 calendar days to ship it back.
Can personalized or custom-made pieces be returned?
No. Custom-made and personalized items are excluded from return and refund, except where mandatory legal rights apply.
What if my order arrived damaged?
Contact us as soon as possible with your order number and clear photographs of the item and packaging. If damage is confirmed, we will arrange an appropriate replacement or solution.
When will I receive my refund?
Once the return has been received and inspected, the refund is processed within 5 business days to the original payment method.
Are original shipping costs refunded?
The current refund policy states that original shipping costs are non-refundable. Please consult the full policy for the complete terms.

Let us arrange the right solution

Start with one email. Include your order number, the item concerned and photographs when the product arrived damaged.