Thank you for shopping with Fermina! We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Below are the details regarding our returns and refund policy.

Returns & Refunds Policy (Revised • Last updated: 12 Aug 2025)

Return window: You may return eligible items within 30 days of delivery via our Returns Portal (link in your account and footer).
Condition: Items must be unused, free of excessive wear, and resellable. Pack securely and use the label generated by the portal within 7 days of issuance.
Exclusions: Gift cards; customized/engraved items; items marked Final Sale. For hygiene, earrings or body-contact items are returnable only if unopened and in their original sealed packaging (where applicable).
Wrong/Damaged items: Report within 5 days of delivery with clear photos + packaging SKU label. Upon approval, we replace like-for-like.

Refund method: Unless stated otherwise below, approved returns are refunded to the original payment method. Original shipping is non-refundable except where we are at fault. Refused/undeliverable parcels without prior coordination may incur reasonable shipping/restocking fees.

Processing times: We aim to process refunds within 7 business days of warehouse receipt/acceptance. If you don’t see an update, check your inbox (including spam) or email support@ferminastore.com with your order number.

EU/UK statutory rights (cooling-off): If you are an EU/UK consumer, you also have a 14-day right to withdraw from the day after delivery under applicable law. We will reimburse all payments received, including the least-cost standard delivery, within 14 days of being informed, but we may withhold reimbursement until we receive the goods or proof of return—whichever is earlier. This statutory right doesn’t apply to unsealed hygiene items (e.g., earrings once unsealed) or customized goods, as permitted by law. Where local law grants you stronger rights than our policy, your local rights prevail.

How to return

  1. Log in → open Returns Portal.

  2. Select the order/item → generate your label.

  3. Pack securely → hand to the designated carrier.

  4. We’ll notify you upon acceptance and process your refund.

Contact: support@ferminastore.com | legal@ferminastore.com

Pre-Order Terms (Addendum for EU/UK)

This clarifies statutory rights without changing commercial terms elsewhere.

  • EU/UK consumers retain a 14-day withdrawal right from the day after delivery of pre-ordered goods. You may also cancel before shipment in line with local law.

  • Our commercial window of 7 days from order for discretionary refunds remains available globally; however, where EU/UK law grants a longer/stronger right, that right prevails.

  • If shipment is delayed >14 days beyond the original estimated date, you may cancel the delayed item(s) and receive a full refund to the original payment method.

     

 

Terms of Service (Targeted updates)

Add the following clarifications to your existing ToS:

    • Consumer Rights: Nothing in these Terms affects your statutory consumer rights. EU/UK consumers have a 14-day right to cancel distance contracts; see Returns & Refunds Policy.

    • Returns Reference: Products are subject to our Returns & Refunds Policy (30-Day Returns), which forms part of these Terms.

    • Governing Law & Mandatory Protections: While these Terms are governed by England & Wales, mandatory consumer protections in your country of residence apply.