We offer international shipping worldwide, however there are some countries with different laws and regulations on the importation and distribution of our products. Consequently, we have certain shipping restrictions on a number of products that we know to be illegal in the country in which the restriction is in place. As we are not legal specialists we insist for all customers to check the legality of the product before placing any order. If by any chance your order does not arrive within 21 business days you will qualify for 1 free reship.
Standard delivery times :
We offer a number of delivery options for you when you purchase items on Fentacare Store and delivery times vary depending on which option you select.
- Express shipping – Delivery takes 4-7 working days. Cost min €60.00
- Express Overnight: 1 – 3 Days. Cost min €90.00
Note that the shipping cost depend also on the overall weight of your package.
We ship all orders using discreet plain packaging along with tracking numbers. Our packages require no supplied signature upon arrival of the shipment and are trackable in detail to the delivery address. For wholesale orders shipping is free of charge.
We use mostly usps, FedEx, DHL, or EMS services for the shipment of your order. Wholesale orders can take 3 – 6 days depending on country. Please note these times are not guaranteed by us.
Returns & Cancellations
We hope you are happy with all the products you bought from us, but if you’re not entirely satisfied, you’ll find details of our Refund policy below.
We strongly recommend that all items be checked fully at the time of delivery.
In general, unless otherwise indicated, an item may be eligible for return within the applicable return window if it fulfills one or more of the following conditions:
- It is different from what was ordered
- It is defective
- Suffered physical damage during delivery
- Some parts are missing
- We are happy to accept a complete return and issue a full refund for prescription medicines if it fulfills one or more of the following conditions:
- If the products do not match your order/prescription
- Products are defective or physically damaged
- Products have a shelf life of fewer than 3 months
You’re entitled to return your items within 14 working days and receive a full refund.
Acceptable return items
All items must be returned in their original condition, with price tags intact, user manual, warranty cards, original accessories and in the original manufacturer’s box/packaging as delivered to you.
In case of medicines, items must be returned in full, in their original condition, with box, strip and packaging intact.
If you wish to return a device that stores any personal information, please ensure that you have removed all such information from the device prior to returning. Fentacare Store shall not be liable in any manner for any misuse or usage of such information.
Please note that we are unable to accept returns for the following:
- Perishable items.
- Unsealed items with a protective seal due to health protection or hygiene reasons.
- Personal hygiene products.
- Products bought in a clearance sale and marked as “non-returnable” on the category detail or product detail page.
- Gift cards
How to return an item?
Please contact our customer care within 14 working days of receiving your items Via Email or completing the form on our contact us page.
Once you’ve notified our Customer Care team about returning your items, you will receive instructions about how and where to send or drop off your return items. The options may include shipping by courier, pick up by our delivery agent, or drop off at a designated Fentacare Store. Please note that all options are not available in all areas and our customer care will make all efforts to facilitate a convenient option.
Unfortunately, we’re unable to cover the costs of returning your items and cannot be liable for any damages incurred during transit. Please ensure they are properly secured and packaged and we recommend sending all return items via a branded courier service where required.
How long will it take to process my return?
We aim to process your return within 24 hours of receiving the item, however, it can take up to 30 days to receive the refund via the original payment method.
Please note that upon processing the return, we are entitled to deduct an amount from the refund to reflect any loss of revenue in the value of items returned which may be 100%, if the loss is the result of unnecessary handling of the goods by you.
In some cases, we may be able to offer only a replacement or credit note in place of a refund. We will notify you accordingly as soon as the return is processed by our returns department.
Upon placing the order, if you would like to cancel it, you can do so by signing in to your account in the order history section of the website, while the order status is in a created state.
Once the order has been approved by our team, please contact our customer care team via Email for cancellation requests. If the request is received prior to the order being shipped, a complete refund will be made.
Once the order is shipped, cancellations are treated as returns and the process outlined in the returns section will be applicable.