Return Process
We accept returns in two situations only: the item was damaged in transit, or the item is defective — a manufacturing flaw, or personalization that does not match what you ordered.
We do not accept returns for change of mind, and we do not offer exchanges. To stop an order before production begins, see our Cancellation Policy. For how refunds are paid, see our Refund Policy.
1. If the Parcel Arrives Visibly Damaged
Refuse the delivery at your doorstep — do not accept the parcel.
Ask the delivery agent to record the transit damage on their side before they leave. The parcel goes straight back with the courier, so there is no return pickup to arrange and nothing for you to pay.
Then email hello@fankaara.com with your order number. A photo of the damaged parcel helps us confirm it quickly.
Once we have confirmed the transit damage — either from the delivery agent’s note or from your photo — we initiate your refund within 24-48 hours. This path is refund only; a replacement is not offered here, because the parcel never left the courier’s hands.
2. If the Parcel Looks Fine but the Item Is Damaged or Defective
If nothing looks wrong from the outside, we require one thing from you:
A continuous unboxing video
Start recording with the parcel still sealed, show the sealed parcel clearly, and keep recording without stopping or cutting until the item is fully unboxed.
This is a firm requirement. No video, no claim. There is no case-by-case exception. It is the only way to tell transit damage and manufacturing defects apart from damage that happened after delivery, so please film every unboxing — if something turns out to be wrong and there is no video, the claim cannot be accepted.
Raise your claim within 24 hours of delivery. The 24 hours runs from the delivery timestamp recorded by the courier, not from when you open the parcel. Email hello@fankaara.com with:
- your order number
- the continuous unboxing video
- photos of the damage or defect
- a short description of what is wrong
3. What Happens When Your Claim Is Approved
Once your claim is approved, we will confirm by email how it will be resolved and any next steps on your end. Each approved claim is handled individually.
Where the item is collected and returned to us, we arrange the pickup with our courier partner and cover the cost — you are never asked to pay return shipping on a valid claim. Once the item reaches us, we initiate your refund within 3-7 business days.
“Initiate” means the point at which we send the refund. Your bank or payment provider then takes its own time to settle it into your account, which is outside our control and not part of this promise.
Where a pickup is arranged, please keep the item in its original packaging with protective film and tags intact, and hold on to the acknowledgement receipt the courier gives you.
4. What We Cannot Accept
- Change of mind after delivery. We do not offer exchanges.
- Damage or wear caused after delivery.
- Damage or defects found on opening, where no continuous unboxing video was recorded (Section 2). This has no exceptions.
- Claims raised more than 24 hours after the delivery timestamp.
- Errors in the personalization details you submitted at checkout. If the engraving matches exactly what you entered, it is not a defect — a misspelt name, a wrong date or a typo on your side is not covered, and we do not offer a remake, paid or otherwise. Please check your personalization carefully before paying.
Contact
To raise a claim or ask about a return, reach us with your order number at: