Refund policy
You can request a return within 14 days from the delivery date.
Eligibility
Items must be unused, in original condition, with all tags, dust bag and packaging included.
Non-returnable: personalized items, final sale, gift cards.
How to start a return
Email us at sales@tissafontaneda.com with your order number. We will arrange a courier collection at your preferred address and time. You must use the return label we provide.
Costs
Return shipping costs are deducted from your refund: EU €15, UK €30, Rest of World €50.
All returns must be shipped from the same country where the order was delivered.
Condition & inspection
Once your parcel reaches our warehouse, please allow 3–7 business days for our Quality Control to inspect the item.
Refunds
If accepted, we will refund the original payment method. Refund timing depends on your bank but is usually 3–10 business days after approval. Original shipping fees (if any) are non-refundable.
Exchanges
At this time, we do not offer direct exchanges. Please return your item and place a new order.
Damaged/incorrect items
If your item arrived damaged or you received the wrong product, contact us within 48 hours of delivery with photos. We will assist promptly.
Gifts
For gifts returned by the recipient, refunds are issued to the original purchaser.
Contact
sales@tissafontaneda.com — Plaza de la Encarnación 2, Bajo Izda., 28013 Madrid, Spain.
IMPORTANT INSTRUCTIONS FOR A RETURN:
Please contact us at sales@tissafontaneda.com if you wish to make a return. So as to ensure your item is returned to our headquarters without any issues or delays, we will organize a collection of your item at your designated address and at a convenient time for you.
Once the collection is organized, we will email you a shipping label which must be placed inside the plastic envelope provided along with the return invoice and affixed to the top of the box. All costs associated with returns are assumed by the purchaser.
Please note that the cost of the return will be deducted from your refund. Returns within the EU will be charged a flat fee of 15 €, returns form the U.K. 30 €, all other returns 50 €.
Due merchandising restrictions, all returns must be shipped from the same country they were purchased from. Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed.
When your item has been checked by our quality control team and accepted, your refund will be issued to the original payment method used and you will receive a confirmation e-mail.
Purchasing on TISSA FONTANEDA is reserved for end consumers. Our prices are inclusive of VAT. For each order a TISSA FONTANEDA invoice will be included. The document will be sent as an attachment in the shipping confirmation e-mail. Please note that once the order has been confirmed there is no way to modify the details you have entered and it is not possible to issue a new invoice.