FAHLÉN OF SWEDEN wants all our customers to feel safe and satisfied, therefore we offer our customers an easy option to return products.
Any claims for damaged, defective, incorrect or missing items must be submitted within 14 days of the delivery date. It must be accompanied by photos showing proof of claim. Our customer service is always available to help with a solution for this.
Items must be returned in original condition and packaging including all original tags, manuals, accessories and free gifts. Returned items must be in good condition, unaltered and undamaged. All returned items will be inspected to see if you are eligible for a refund.
We recommend that you send your return to our stores directly or by any logistics that can be tracked online. The customer pays for the return shipping cost. FOS is not responsible for lost returns.
If returned items are not in the same condition as when they were sent, we will refuse the request for a refund. A partial refund may then be applicable based on a case-by-case discretion. Please note that refunds for items returned without contacting us cannot be guaranteed.
NB:
If an order is returned for a reason other than a mistake made by us, you will only be refunded the cost of the order and not the shipping cost.
If you purchase a discounted item and wish to return it, the amount you paid will be refunded as per the instructions in Rule 2.
Why is FOS hair not eligible for returns if the packaging is opened?
Extensions and wig hair are considered a hygienic product. We take hygiene and public safety seriously and do not allow used items to be returned for the safety of all our customers.
If a product is delivered damaged, we take responsibility for this.
Before using our products, you must ensure how they are to be treated or used.
If you are unsure after reading the instructions, a tip might be to get help from our support or a professional hairdresser.
Items that cannot be returned
We do not accept returns of certain product categories for health and hygiene reasons. Customer safety is important to us, so certain product categories cannot be returned due to health and hygiene reasons, or if they may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of these items if you received the wrong item; a damaged or defective item. You are not entitled to a refund or return of these product categories if you have changed your mind.
We do not accept returns of customized items. We do not accept returns of goods made, configured or inscribed to your specification or (e.g. personalized engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing). FOS is not required to accept returns unless the items are damaged or defective upon arrival, or materially different from what was ordered.
We do not accept returns of items that you have damaged after delivery. We do not accept returns of used or worn items Items becoming defective after delivery is not an applicable return reason in respect of the following product categories: Hair Extensions, and wigs.
Do I have to pay for the delivery of my return?
If we are sent the wrong item, we will cover the shipping cost. For all other conditions, you will bear the shipping cost of the return. We recommend that you send your return with a tracking option as FOS is not responsible for lost returns.
When will I get my refund?
Refunds will be made to the original payment method after we have received, inspected and confirmed the return.
Refunds
If we accept your return, or if you order but do not receive an item, we aim to refund you the purchase price of the item within the period of time stated on the return timelines page.
For incorrect, defective, or damaged items, you will also be refunded for the full cost of delivery of the returned items, once your return is processed. If the return is not the result of FOS error or seller error (i.e. you changed your mind or the size does not fit as expected) you will not receive any refund on delivery fees.
The refund request form shall state which payment method(s) for receipt of refunds are available to you
Packaging returns
Items must be returned in original condition and packaging including all original tags, manuals, accessories and free gifts. Returned items must be in good condition, unaltered and undamaged. All returned items will be inspected to see if you are eligible for a refund.
Rejected return and refund requests and forfeiture
All items are inspected on return to verify the return reasons provided. If your return request is not approved by FOS, you shall not receive any refund of the purchase price or the delivery fees, and we will make 2 attempts to redeliver within 7 business days. If both re-delivery attempts are unsuccessful, we will immediately notify you that we will hold the item for a further 30 days from the date of the initial notification. Our notification will include details about pick up location and opening hours.
If you do not collect the item within the required period, you shall forfeit the item i.e. the item shall become FOS property and FOS may dispose of it in any manner that it determines appropriate e.g. by sale, charitable donation, recycling or destruction.
No exchange
We don’t offer exchanges. If you would like a different size or color, please return your unwanted item and place a new order.