Do I have to pay anything to request a refund or exchange?
In the event of the return of one or more garments, the customer will be responsible for the shipping costs incurred (4 €), provided that this return is not due to error in the merchandise or tare of the garment or a change in size or color.
What is the deadline to make an exchange or return?
The deadline for returning a garment will be 15 days from receipt of the package by the customer. CYRANA FURS reserves the right to refuse returns communicated or sent after the set deadline, or garments that are not in the same conditions in which they were received.
Can I exchange or return any item?
Yes, as long as they are in perfect condition and with their corresponding labels.
They must be unused and in the same condition in which you received them, including promotional material inside the box (perch, cover), in addition to the SHIPPING ALBARAN.
When will I receive my refund amount?
You will receive the amount by means of the same payment method used in your purchase in an estimated time of 10-14 days, depending on your bank.
What instructions should I follow in case of return?
In case of return, you must follow these steps:
- Mark the product you want to return on the delivery note and indicate the reason for return.
- Contact SEUR on 902 10 10 10 10 to pick up the parcel.
- You must indicate that the shipment will be made to postage due by SEUR 24, indicating the CUSTOMER NAME: CYRANA FURS, with CUSTOMER NUMBER 26612-33
- If the requirements of the previous point have been respected, we will proceed to send a new garment (without shipping costs and as long as the garment is in stock) or to credit the amount of the returned products.
- In the case of tare or error the return will be made in an integral manner by CYRANA FURS.
- In all other cases, it will be the customer who takes care of them. In this case, when returning the total amount of the purchase, the amount of the shipping costs will be deducted.
How can I make a change of size or color?
If you wish to make a change, you must return the original product, and at the same time place a new order to purchase the desired product. Shipping costs are free of charge in case of colour or size changes. The shipping costs for a new return of a previously exchanged garment will be the sole responsibility of the customer. The change request must be notified to firstname.lastname@example.org.
You must indicate with an "X" the product or products to be changed on the delivery note and specify the new size or color you want for the change. Afterwards, you should contact SEUR on 902 10 10 10 to request the collection postage due, being the cost of free shipping.