COMPLAINTS

As a consumer, you have a 3-year right to make a complaint according to law. If you have received a faulty or defective item, also applies to transport damage, you as a customer are asked to immediately complain about the item. 2 months from the time you have discovered the damage is considered a reasonable time for claiming damage / defect. You can complain about your item in store or by sending the item back to our warehouse:

In the event of a complaint to our warehouse, we ask you to contact customer service to get the best service in the matter. There is always free return shipping for approved complaints. Your package includes a delivery note, return shipping note and a return note to be used in the event of a complaint.

When the complained product has been returned and inspected, you as a customer will be compensated in accordance with the applicable consumer protection law. Finessewear reserves the right to refuse a complaint if the product does not prove to be defective in accordance with current consumer protection law. We follow the General Complaints Board’s recommendations.

“As a consumer, you can also complain via the EU’s online dispute resolution platform, which you can access here https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage “.

Complaint – If there is a defect in a product
Your purchase is covered by the Consumer Purchase Act. This means that you can either get a faulty product repaired, replaced, refunded or a price reduction depending on the actual situation. It is of course required that the complaint is justified and that the error has not arisen due to incorrect use of the product or other phenomenon that caused the damage.
You must contact us in “reasonable time”
You must complain within a “reasonable time” after you have discovered a defect in the product. We recommend that you complain as soon as possible and no later than within two (2) months after the error has been discovered. You can complain by contacting us via email to [email protected] or by phone at contact us page.
In order for us to be able to assess your complaint, we will ask you for the following:
1. Send us a brief description of how the damage or defect occurred. Please note, however, that you should contact our customer service as soon as you discover the defect.
2. As documentation of the defect, send 4-5 pictures together with the description. The defect must be clearly visible in at least one of the images. In addition, make sure that your pictures show the entire product, one picture from the front and one from the back (in the case of shoes, there must be a picture on the sole).
3. Send the pictures via email to [email protected]
4. Also note which order number the product had – or send with a copy of the order confirmation / receipt
5. Once we have received your photos, we will process your complaint as soon as possible.
If you must return product (s) in connection with a complaint, Finessewear will send you a prepaid return label to be used. Please read the return structure page for more information.
In the event of a justified complaint, we will reimburse reasonable shipping costs
If the complaint is justified, we will of course reimburse your reasonable shipping costs for sending the product back to us. If the complaint is not justified, you will be responsible for all shipping costs, including our costs for sending the product back to you after inspection.
Remember that the product must always be sent properly packed and that you will receive a receipt for the shipment. You are responsible for the package / products until we receive it / them. Save the postal receipt and information about shipping costs and any tracking numbers.
NOTE! For returning package you must only use Return shipping label we mail to your address and you should follow return step structure we provided in Return and exchange  page.
*We do not accept packages sent by COD or similar.