FAQ

How can I contact Featous?
You can email us at support@featous.store, where our customer service team will be happy to assist you with anything you need!

Do you ship worldwide?
No. We mainly ship within the EU.

Where do you ship from?
We ship from the EU and Hong Kong.

Can I change or cancel my order?
Because we aim to process orders as quickly as possible, you must request any changes/cancellations within 12 hours of placing your order. Any requests after this time will be declined. Your order can be returned for a full refund upon receipt.

Which payment methods are accepted?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow additional processing time for your order during holidays and peak sales periods. We process orders Monday through Friday. Orders are processed within 1-3 business days from the order date and shipped the next business day after the processing date. Please note that we do not ship on weekends.

How long will it take to receive my order?
We strive to ensure that you receive your order as quickly as possible. We typically allow 2-4 days for delivery. In times of high demand, it may take longer—between 2-4 weeks—for your order to arrive.

What happens if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are entitled to a full refund.

Will I be charged customs duties and taxes?
The prices displayed on our website are in euros and include taxes, which means you may be responsible for customs duties once you receive your order. Import duties, taxes, and related customs fees may be charged once your order reaches its final destination and are determined by your local customs office. Payment of these fees and taxes is your responsibility and not ours. We are not responsible for delays caused by the customs department in your country. For further details on fees, please contact your local customs office.

How can I return an item?
Please contact us at support@featous.store.

What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing, and/or defective goods. Please provide us with your order number, photos of the item, and any relevant information as soon as you receive your package. We will do our best to resolve your case as quickly as possible.

When will I receive my refund?
All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact the card issuing bank to clarify any questions regarding the refund being posted to your account. If you have not yet received a refund, please follow these steps: Contact the bank/credit card company. It may take some time for the refund to post to your account.

If you have a question that hasn't been answered here, please contact support@featous.store