Frequently Asked Questions
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WE OFFER 2 TYPES OF ORDERS:
Regular Stock and Made-to-Order.
Regular stock items are pre-made and ready to ship quickly from Europe.
Made-to-order items are custom-produced in the USA after you place your order, ensuring each product is crafted specifically for you. This approach helps reduce waste and promotes sustainability. Please note that it typically takes around 2-3 weeks for your order to arrive due to the personalized production and shipping process.
Please note that depending on the destination of your order, additional taxes and customs fees may apply, which are the responsibility of the buyer.
"REGULAR STOCK" ORDERS:
EUROPEAN UNION:
We cover all duties & taxes on EU Regular Stock orders, as they are shipped within the EU. Please note that some countries may require you to provide additional customs information to our carriers in order to receive your order.
REST OF THE WORLD:
For orders outside of the territories listed above - duties and taxes may apply and are the responsibility of the recipient. Some countries may require you to provide additional customs information to our carriers in order to receive your order.
"MADE TO ORDER" ORDERS:
USA
USA "Made to Order" orders are duties & taxes free, as the order will be made and shipped domestically within the USA. Please note that carriers may require you to provide additional customs information in order to receive your order.
REST OF THE WORLD:
For orders outside of the territories listed above - duties and taxes may apply and are the responsibility of the recipient. Some countries may require you to provide additional customs information to our carriers in order to receive your order.
If you believe you have been incorrectly charged for duties and taxes then please get in touch.
MADE TO ORDER ITEMS
Shipped from the USA, take around 2-3 weeks to arrive as they are custom-made after the order is placed.
REGULAR STOCK ITEMS
Shipped from Portugal within the EU, usually arrive in 3-5 days.
Some orders may be subject to additional taxes and customs fees depending on the destination.
An email will be sent confirming your order has left our fulfillment centre, your tracking information will also be included in this email. Alternatively, you can use our tracking from our link below.
HOW CAN I MAKE A RETURN?
From the date of delivery of your order, you have a maximum period of 15 days to return one or more products you are not satisfied with (in accordance with Article 6 of Decree-Law no. 143/2001 of April 26). Note: We reserve the right to refuse returns if the original items are not received in new condition.
If your order has a defect, please provide proof (such as photos or videos) and we will send a replacement or issue a full refund.
Funds will be credited to the customer's account once the product arrives at our warehouse and the condition verification is completed.
All returns and exchanges must be made through our email at support@fullfite.com or the return page on our support hub, including the order number.
The email or return form should contain photos or videos of the product and its condition, along with the reason for the exchange and/or return.
RETURN CONDITIONS:
Returns of products that show signs of use, dirt, or wear will not be accepted.
- When sending products to our facilities, they should be sent in the original packaging, if possible. If this is not possible, they should be sent in packaging that protects the items from potential damage during transport.
- We only accept items in their original condition, not used/unwashed. Washed, used items, and/or items with pet hair are also not eligible for returns/exchanges.
- If the items are not in stock when we receive your item and the items are in good condition, we will proceed with a refund to your IBAN account.
- We are not responsible for any returned packages that are not successfully received at our office.
- We advise sending via registered mail to prevent losses.
- You must clearly mention in the order you are returning your details, such as order number, name, and address.
- Returned items that do not meet the above conditions will not be accepted.
RETURN EXPENSES:
All expenses and shipping costs related to the return of the product (return to OUR facilities) are the sole responsibility of the customer.
REFUND:
After verifying all compliance points mentioned above, FULLFITE will proceed with the refund to the indicated IBAN. If your order is defective and meets our return policy, we will send a replacement or issue a full refund as requested.