Returns & Exchanges

• At Futelle, customer satisfaction is always our top priority.

• Our dedicated QC and QA teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly reference the size chart(s) on the product page.

RETURN PROCESS

• 1. EMAIL US

  Contact Us(Email: service@futelle.com) and describe which item(s) you like to return and the reason for your return. Attach Photograph(s) for quality problems.

• 2. TAKE SUGGESTIONS

  Professional suggestions will be offered, and our service team will provide you with detailed instructions. Processing time is 3–5 business days.

• 3. RETURNS THE GOODS

  Put the item(s) in the original packaging and send it through local post office.

• 4. REFUND OR EXCHANGE

  Once we receive your package, we will immediately process the refund or exchange based on our return conditions. Refunds will be processed within 7 business days upon receiving your return at the warehouse. Please note that the timeframe for the refund to appear in your account depends on your payment method: 3–5 business days for PayPal, and 7–10 business days for credit cards. If it has been longer than two weeks, please contact us at service@futelle.com.

PLS PAY ATTENTION:

• 1. We do not accept returned items that were sent back directly without notifying us first via email (service@futelle.com).

• 2. Orders returned without prior authorization from our customer service team will not be eligible for a refund.

• 3. Clearance products do not support return and exchange. (For example, an page or collection named with "Clearance" or a product with "Clearance" in the title)

NON-RETURNABLE ITEMS

    We will not accept returns in the following conditions:

• 1. Items outside the 30 days warranty time-frame.

• 2. Washed, worn, used, or misused items.

• 3. Items under the following categories: underwear and accessories

• 4.Clearance sale items are not eligible for return.

RETURN CONDITIONS

• 1. Please Contact Us within 30 days starting from the day you have received your order.

• 2. The following items cannot be returned or exchanged: underwear and accessories.

• 3. Returned items must be in unused condition with the original packaging. We do not accept returned items that's worn, damaged, washed or altered in any way.

• 4. We do not accept returned items sent back directly without our Return Staff assessment or go signal. Make sure to check returns with our staff first.

• 5. Once the returned merchandise is received your money will be refunded back to you. Futelle cannot refund, reimburse, cover, or otherwise be responsible for any cost not paid to Futelle. This includes any customs taxes or VAT as well as any return shipping costs you may incur in the refund process. Refunds are issued back to the original form of payment used to purchase the order. Once your refund is issued, you will receive a confirmation email.

• 6.​ We do not accept Freight To Collect (FTC) shipments for returned packages.

• 7.​ Please inspect all items carefully before returning them. We are not responsible for any defects or damage that occurs during the return process.

RETURN SHIPPING COSTS & ADDRESS

• RETURN ADDRESS

Floor 7, Building 26, Chuangxing Science Park, No. 22 Lixin 10th Road, Ningxi Street, Zengcheng District, Guangzhou, Guangdong, China

• RETURN SHIPPING COSTS

1. Make sure to check returns with our staff first.

2. Shipping costs are handled as follows:

If the return is due to a change of mind or personal preference:​ All shipping costs — including both the original shipping fee and the return shipping fee — are your responsibility. These fees are non-refundable.

If the return is due to a product defect or an error on our part:​ We will cover all return shipping costs.

3. Please contact your local post office to confirm the actual return shipping cost. We recommend you use the cheapest registered airmail method that is available. 

ORDER CANCELLATION

If you cancel your order before it has been shipped, we will issue a full refund. Once you decide to cancel, please submit a help ticket through our Contact Us page. Please note that we cannot accept cancellation requests for orders that have already been shipped.

ABOUT TAX

Import tax differs from country to country which is depends on the local policy of the country. futelle can neither be held responsible for any import tax that may occur and it is the customer's sole responsibility to pay this fee.

ADDITIONAL NOTES

Currently, futelle didn't authorize any third party for business purposes. Any purchases in any other third party are out of our warranty.

CONTACT US

If you have further questions/issues, please contact us at service@futelle.com.