Exchange and return

Returns can be made at Festina 14 days from receipt of the order should you not be satisfied with part or all of the order received.

The cost of sending the return is paid by the customer and the amount will be deducted from the amount to be returned. To know the exact cost of return shipments consult the section: Frequently Asked Questions> Exchange and Return> Cost of return.

The products must be in perfect condition and unused, with the labels still attached, without repairs and with the corresponding purchase receipt.

  1. Start return request:

    To carry out the return process you have two options that will vary depending on whether you are a registered customer or not:

    • Unregistered customer:: go to Returns and enter your e-mail address and order number (enter the full number, with letters and without spaces Example: POFEST_COM20000000).
      • Enter a password to register your e-mail and access your personal client area.
      • Once inside the customer area, go to: My Account> My Returns and follow the steps indicated.
    • Registered customer: go to My Account > My Returns, and follow the steps indicated. If you have placed an order without registering, you must follow the steps indicated in the previous point (Unregistered customer).
  2. Select return method:

    To make the return you can choose the option that is most convenient for you:

    • Home collection: A UPS delivery person will collect your return on the date indicated.
    • UPS Acces Point: Deliver the package to the UPS Access Point of your choice.
  3. Confirmation of the return request:

    Once the return request has been approved by Festina, you will receive an email indicating its approval.

    In the email you will find attached the return label and the delivery note. You can also download the return label and the delivery note from: My account > My Returns.

  4. Package preparation:
    • Affix the return label to the top of the box that you are going to send.
    • Insert the delivery note inside the box.
    • To ensure that the product reaches our warehouse in perfect condition, reuse the same box in which the product arrived.
    • We recommend that you fill the box with protective paper to avoid bumps and scratches.

  • 5 Refund of the amount:

      Once the product has arrived at our central warehouse, it will be reviewed to verify that the product meets the conditions suitable for its return.

      • If the product meets the conditions, the amount paid will be refunded (less the cost of shipping the return) before the next 15 days, through the original payment method.
      • If the product does not meet the conditions, the amount paid will not be reimbursed and the product will be returned.

The customer will be responsible for the shipping costs for any return.

Country Home Collection UPS Access Point
France 8,05 5,95
Spain 5,95 3,95
Italy 6,95 5,95
Germany 7,95 6,90
Portugal 5,95 3,95
Austria 7,95 6,90
Belgium 5,95 3,95
Netherlands 5,95 3,95
Luxembourg 5,95 3,95
Finland 8,95 6,95
Ireland 8,95 6,95
Estonia 8,95 6,95
Latvia 8,95 6,95
Lithuania 8,95 6,95
Malta 8,95 6,95
Slovakia 8,95 6,95
Slovenia 8,95 6,95

Once the return is processed, in My Account> My Returns, the return number of the items will appear. Also, you can always find it in your email.

At Festina.com we do not make exchange product.

In case you want to replace a product with a different one, we recommend managing a return and making a new purchase at Festina.com.