Returns & Refunds

Just like on a first date, you never know how things go and you shouldn’t feel the pressure of asking her or him out on a second date. We are not here to tolerate any such mistakes.

In the very unlikely event that you won’t fall in love with your tree, we offer a hassle free 14 days return period. 

Returns are accepted under these conditions:

• we are accepting returns only up to 14 days since you received your item, any requests for returns after this time will not be honored. 
• the item must be returned to us in original condition, packaging and without any obvious signs of wear.
• you will have to pay for the shipping of the returned product to the address we will provide (Europe based)
• proof of shipping the product back to us is required for all refund claims and return claims
• to arrange a return of your item please contact our friendly team who will provide detailed instructions along with our mailing address - they can be reached at hello@fairylightstree.com
• returns are processed within 5 – 7 business days (excluding holidays and weekends)
• once your return has been processed, we will either offer you resend or refund. In case of refund, it will take between 5 - 7 business days for the money to reach your account. This is out of our control. 
• we reserve the right to refuse returns on items and orders that do not comply with the above rules.

We want to keep you happy and will go all out to help in case your tree wasn’t really a love at first sight. Every story deserves a happy ending, right?

Refunds

We are all human. Sometimes things don’t work out the way we want them to. That’s why some clever folks invented refunds policy to make sure you don’t get cheated. 

In the unlikely event that you will need a refund, we wrote down a few simple rules both you and us can follow.

Refunds ARE ISSUED in the following cases:

• the product has not been delivered to the address provided, even though weeks have passed since the due delivery date
• there was a serious error or prominent manufacturing problem on the product
• the delivered product was an incorrect size, color or design to the one ordered
• the product arrived damaged, broken or otherwise faulty due to the delivery
• the customer requested an order cancellation within 24 hours and the product has not been shipped yet (a 5% fee to cover our cost of payment processing is retained).

The customer is required to provide a photo (or video) proof supporting the reason for the refund. Requests for refund must be sent to us via email to hello@fairylightstree.com within 7 days of the confirmed delivery date (in case of non-delivery, the expected delivery date).

If you’re contacting us, please always provide your order number so we can help you faster.

Refund WILL NOT BE ISSUED in these cases:

• the customer has requested a replacement which has been arranged
• the request was sent outside the 7 days window mentioned above
• the package didn’t arrive due to an incorrect address provided by a customer, or issues with delivery to a PO Box address
• the customer wishes to cancel the order after 24 hours have passed and the order is already processed
• the product was used and is not in original condition, therefore it cannot be returned and refunded
• the product was damaged as a result of handling by the customer
• if the package comes back as undelivered (due to incorrect shipping address, package not being picked up from the post office, held at customs or refused by the recipient), we reserve the right to refuse a refund
• refunds are also not issued for other factors that are outside of our control. Due to the current corona virus situation which is causing significant delays with parcel deliveries, we won't be able to accept refund request due to delayed shipments.