FIBI IS A MARKETPLACE WITH LOTS OF GREAT, INDEPENDENT BRANDS.
THIS MEANS THAT WHEN YOU ORDER, DESPITE THERE BEING ONLY ONE CHECKOUT, YOU HAVE AN ORDER PLACED WITH EACH BRAND YOU BUY FROM INDEPENDENTLY FROM FIBI, AND AS A RESULT, YOU MAY RECEIVE EACH PART OF YOUR ORDER IN DIFFERENT PARCELS.
DELIVERY & SHIPPING
HOW DOES FIBI WORK?
FIBI is a marketplace that connects customers to amazing brands.
Here’s how the order process works:
1. You complete your order through FIBI (yay!) and your order is passed to the relevant brands
2. You receive an email from FIBI for your order saying it's been passed to our brands
3. Each brand receives your order, accepts it, and ships it directly to you
4. You receive an order fulfilment email from the brand
5 You receive your order (double yay!) from the brand
There is a very small possibility that that a brand may reject your order, if this happens you will be notified immediately and refunded all relevant payments you have made.
HOW LONG WILL DELIVERY TAKE?
Each Brand has their own delivery time and service, this is set by the brands and can be viewed on their profile.
HOW MUCH IS DELIVERY?
FIBI charges a flat fee for delivery, £4, this fee is split between brands based on the number of products you buy. If you return your item, you will receive the relevant shipping amount related to that brand.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct it as soon as possible.
I’M NOT 100% SURE ABOUT MY ORDER, HOW DO I RETURN IT?
As much as we’d love every order to be perfect, we know there is a small possibility some might not be exactly what you wanted.
You have to let us know 14 days after you have received your order if you want to return your item.
To start a return, you need to contact the brand you purchased from directly or, if you have any questions please email us at firstname.lastname@example.org, we will direct you to the relevant brand for the refund/exchange process. Click on the brand below to contact them directly
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If your return is accepted they will send you all the instructions on how and where to send your package.
If you have any problems or questions please email us at email@example.com and we will help as soon as possible.
Once you have received the returns details from the brand you have 14 days from the date of their reply to send your return.
Please use tracked postage, the return delivery is your responsibility, it is at a brand's discretion whether they will refund you the delivery cost. We don’t want any parcels getting lost as we will not refund any delivery or returns parcels that are lost during their return.
Please note some because our brands are small scale productions some brands do not offer returns unless the product is faulty, it will say on their product pages and on the brand store the relevant shipping details (these brands include We Are Samudra).
WHAT CAN I RETURN?
Our brands take returns on all full price items (except for We Are Samudra).
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
WHAT CAN’T I RETURN?
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
The brand you have purchased from will notify you once they’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. At this moment in time we cannot refund the shipping of your products unless this has been specified by the brand.