Not happy with the product? Is the size not right? Click on this return form, complete it and include it in your parcel for a refund or an exchange.
When will I receive my order?
Delivery times depend on the delivery method chosen when placing your order. You can find information about delivery times for each delivery method on our website.
Can I track my delivery?
Yes, you can track the status of your delivery by logging into your account on our website or by using the tracking number provided in your shipping confirmation.
Can I change the delivery address after placing my order?
If your order has not yet been dispatched, you can contact our customer service team to modify the delivery address. If your order has already been dispatched, it will be difficult to change the delivery address.
Do I need to be present for delivery?
For home delivery, yes, it is preferable that you are present in order to sign for receipt of your order. If you are not available, please contact our customer service team to discuss the available delivery options.
What is the cost of delivery?
The cost of delivery depends on the delivery method chosen and the delivery location. Information about shipping fees can be found on our website during the checkout process.
Do you offer international delivery?
Yes, we offer international delivery to certain locations. International delivery options and costs can be found during the checkout process on our website.
Delivery services available on Fanavenue.com
We offer several delivery options to meet your needs:
- Colissimo without signature
- Colissimo with signature
- Chronopost 2shop
- Chronopost 13h
- Mondial Relay.
Shipping your parcel
Once your payment has been received, we undertake to dispatch your parcel the same day if you placed your order before noon. If you place your order after noon, we will dispatch your parcel within the next 24 hours, on business days only. Delivery is carried out by one of our delivery services and you can choose between home delivery or delivery to a collection point. You can also choose delivery with or without signature. We will send you a link to track your parcel online, whichever delivery option you choose. The shipping charges we apply include preparation and packing costs as well as postage. Preparation costs are fixed, but transport costs vary according to the total weight of the parcel. To avoid additional shipping costs, we recommend grouping all your items in a single order. Finally, we pay particular attention to fragile items and take care to pack them properly to avoid any damage during transport.
Refunds
If you are not satisfied with the item received, you may return it at your own expense. Once we have received the item, we will refund the amount of the product. If we have made a mistake and the item ordered is no longer in stock, we will refund the full amount of the product as well as the shipping costs.
Damaged / lost product
If the product you ordered is damaged or lost, we undertake to resend the product to you free of charge and we will handle the claim with the carrier. However, we also recommend that you submit a claim to the carrier yourself.
Returns & exchanges policy
We accept returns within 14 days of receipt of your order, provided that the items are in their original condition, unused and with all original labels and packaging. However, customised or made-to-measure items cannot be returned unless they are defective. Return shipping costs are at the customer’s expense. In the event of an error on our part regarding the size, we will send you a return label so that you can send the incorrect size back to us. We will then send you the correct product, at our expense. If you made a mistake when placing your order, you will have to return the item at your own expense. Once we have received the item, we will send you the correct model free of charge. If you need to return items, you can send them to the following address: Fan Avenue, 11 rue de la Cotterie, 40230 Saint Vincent de Tyrosse.
Missing item in your order
If you notice that an item is missing from your order, do not worry. We are here to help. We undertake to send you the missing product free of charge. To do so, simply contact us as soon as possible to inform us of the omission and we will process your request as quickly as possible. As your satisfaction is our priority, we will do everything we can to help you receive the missing item at no additional cost.
Delivery delays
We do our best to ensure that your order reaches you within the estimated timeframe. However, delays may occur due to unforeseen circumstances such as adverse weather conditions, peak periods or customs delays. We would like to point out that we are not responsible for delays caused by the chosen carrier, the delivery service we use. Nevertheless, we remain at your disposal to inform you of any known delays and to help you track your parcel. Our aim is to provide you with a satisfactory delivery experience.
Delivery areas
We are proud to deliver our products to most European countries. However, if your country does not appear in the list of delivery options when you place your order, please do not hesitate to contact us to discuss your delivery options. We are here to help you find a solution tailored to your needs. We will do our best to find a satisfactory solution.
Delivery options
We offer two delivery options to meet your needs. The first option is standard delivery, which is free of charge and generally takes between 5 and 7 working days. The second option is express delivery, which is available for an additional fee and allows you to receive your order more quickly. Express delivery times depend on the destination country and must be confirmed at the time of ordering. Our aim is to provide you with a fast and satisfactory delivery experience.