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Delivery & Returns

Fillow Return Policy:

At Fillow, our priority is that you’re satisfied with the products you’ve bought. Therefore, you can change any product you’ve bought, no matter why.

You have 30 working days, from the day you’ve received your order, to request a return (According to art. 44 of the Law 7/1996, January 15th of Ordenación del Comercio Minorista, modified by Law 47/2002, December 19th).

Don’t worry if you can’t ship it back in this 7 days period. As long as you communicate it to us, it’s enough.

In case that a product arrives damaged, you must let us know by email within the 24 hours from the delivery moment. Please send us pics in which we can see the state of the item. If the package is damaged or open, ask the courier to indicate it, or write it down yourself in the same place where you have to sign the delivery proof. This will make it possible to open a claim to the courier if necessary.


Return Terms & Conditions:

Next, we’ll describe the Terms & Conditions that must be followed to perform a return:

 
  • Products must be in the same conditions in which they were sent. They must keep their original packaging, warranties and tags, etc
  • Shipping should be made using the same cardboard protection box in which it was sent to protect the product. In case that the original package can’t be reused, the CLIENT must return it in a similar package in order to assure that the product arrives safely and in the best conditions at Fillow.
  • You should include a copy of the invoice inside the package, and mark the items you are returning as well as the reason why you are returning them.
  • For hygiene purposes, we don’t allow returns of bathing clothing and underwear.
  • The return shipping costs are client’s responsibility. In the case that the return is due to any mistake from us or a manufacturing defect, Fillow will assume responsibility on all the return shipping costs. In these cases, you should contact us previously so we can arrange the best way to do it.

After examining the product we will communicate if you are entitled to the return of the amount paid for the product(s). Only the product value shall be returned, NEVER the amount that corresponds to shipping costs, reimbursements or gift packaging.

The return should be made as soon as possible and, in any case, within 30 days after you’ve communicated your decision to return it. The reimbursement will be made directly to the credit card used to pay the order. In the case of a cash-on-delivery payment, we need the IBAN (international account number) of the person who ordered it, sent by email, so we can make the bank transfer. The client assumes the costs and risks of returning products, as it was mentioned previously.

We will not change or return those products that are not in the same conditions as they were sent, or that have been used beyond the opening of the package or of those products that have been customized.

This does not affect the consumer rights recognized by the actual legislation.

Returning faulty products or sent by mistake:

As soon as you receive the product, if it’s not what you’ve ordered or if it’s faulty, you should contact us immediately to: clientes@fillow.netincluding the order nº, client info, product reference and in case of a faulty project, a couple of photos were the fault can be seen.

When we receive this notification, we’ll contact you to inform you on how to return the product. Most probably you will be asked to send the product back to us, as long as a receipt of what you are charged to do so, so we can later refund you for that too.

As soon as we receive the product, we’ll examine it and tell you within a reasonable deadline if the return or replacement (if it applies) of the product is accepted. Returning or replacing the product shall be processed as soon as possible and in any case, within 30 days after the day we send an email confirming the return/replacement was accepted.

In the case we cannot replace the returned faulty product, we will reimburse you the full amount of the order, including the shipping costs.

Returns and partial cancelations shall be reimbursed partially, from the total amount paid for the complete order. Shipping costs, reimbursements and gift packaging shall not be returned in the case of partial returns.

The reimbursement shall be made in the same way as the payment method: credit card, Paypal or bank transfer to an account owned by the person who placed the order, in the case of cash on delivery payments.

All the consumer rights recognized by the current legislation are contemplated.

How to perform a change or return:

Basically, these are the steps to follow:

  1. Return the product without having used it, with original tags and packaging to the following address:

FW Skate Shop SL

AVDA ANDALUCIA KM 10,5 (PI NEISA SUR) EDIF. 7 OFICINA 15

28021 MADRID (SPAIN)

  1. Add the invoice (or a copy) marking the product you wish to return, mentioning the reason why and indicating which product you want in return (if it applies).
  2. Once the returned product has been verified and if the latter steps have been followed, we shall proceed to send the requested product in exchange or, in the case of a plain return, the corresponding amount shall be credited on the client’s Fillow account.

No return with payment-on-delivery shall be accepted unless previously accepted by our customer support service.

If you need any additional information, don’t hesitate contacting us by email: clientes@fillow.net

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