FAQ & Policies
Customer Service: please complete the form here for any questions and concerns
Returns & Exchanges
Fill out the form here for instructions on how to initiate a return or exchange
(must be approved first, before shipping back your items)
(must be approved first, before shipping back your items)
Customers MUST notify Fenix Apparel via email within 7 DAYS of the delivered date for returns or exchanges to be accepted.
We currently do not offer free return shipping. Returns & exchanges are at cost of the customers. However, if you are outside of the United States, we can only accept returns.
We currently do not offer free return shipping. Returns & exchanges are at cost of the customers. However, if you are outside of the United States, we can only accept returns.
We only allow using USPS for shipping returns and exchanges as they are best suited to deliver to our warehouse. Do not use other shipping services as they do not deliver to our PO box.
We only accept return/exchange items according to the following guidelines:
We only accept return/exchange items according to the following guidelines:
- Cannot be worn, washed, or put through the dryer
- Cannot have stains of any kind
- Cannot have snagging/pilling
- Cannot have abnormal smell (perfume, body odor, etc)
- Clothing cannot be missing any contents (bra pads, drawstrings, buttons, etc.) must be in its original ziplock packaging
- Exchanges can only be conducted when stock is available. Exchanges may be made for a different size or color of the same style only.
All return items are inspected thoroughly. If a returned item is found to be used when received, your return will be rendered void.
PLEASE NOTE: The return or exchange package must be sent within 1 week of receiving the return approval email. Please email us with your tracking number in order to confirm the shipment. If we don't hear back from you within that time frame, we will have to cancel your return or exchange.
Shipping fees are non-refundable*
Shipping fees are non-refundable*
Shipping
Shipping time frame selected at checkout starts when the package is in the hands of the shipping courier, not when it's placed. Ordered are fulfilled within 2-4 business days of them being placed.
While we will do all we can to ensure your order is delivered on time, Fenix Apparel cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, shipment delays etc.
INTERNATIONAL SHIPPING
All international orders are final sale (no returns, refunds or exchanges on all orders shipping outside the USA.)
International shipping rates may vary depending on the country that we are shipping to. International Shipments range from 2 - 6 weeks depending on location. Occasionally orders can experience custom delays of several weeks.
Customs Fee & VAT Taxes
All international orders are subject to be charged an additional VAT or Custom Tax at the customer's expense, these fees and taxes vary by country.
INTERNATIONAL SHIPPING
All international orders are final sale (no returns, refunds or exchanges on all orders shipping outside the USA.)
International shipping rates may vary depending on the country that we are shipping to. International Shipments range from 2 - 6 weeks depending on location. Occasionally orders can experience custom delays of several weeks.
Customs Fee & VAT Taxes
All international orders are subject to be charged an additional VAT or Custom Tax at the customer's expense, these fees and taxes vary by country.
Frequently Asked Questions
WHAT IF I RECIEVED A DEFECTIVE ITEM?
If you believe your item may have been sent to you damaged or defective, please contact us via email immediately with the following information:
If you believe your item may have been sent to you damaged or defective, please contact us via email immediately with the following information:
- a clear photo of the damage/defect
- a full length photo of the item(s)
If you are reaching out about potential damage/defects in your item(s) after 20 days from your delivered date, the item(s) will be considered "wear and tear" and will not be eligible for evaluation.
HOW SHOULD I WASH MY CLOTHING?
We always recommend washing your leggings on delicates with cold water. Hang dry them afterwards to prevent potential fraying/pilling.
We always recommend washing your leggings on delicates with cold water. Hang dry them afterwards to prevent potential fraying/pilling.
WHAT HAPPENS IF I RECEIVED THE INCORRECT ITEM?
In the unlikely event you have received the wrong item, please contact us via email immediately with the following information to ensure that we can get this resolved for you quickly and efficiently:
In the unlikely event you have received the wrong item, please contact us via email immediately with the following information to ensure that we can get this resolved for you quickly and efficiently:
- your order number
- the name of the item(s) you did receive
- the name of the item(s) you did not receive
- a photo of the incorrect item
- the name of the item(s) you did receive
- the name of the item(s) you did not receive
- a photo of the incorrect item
HOW DO I CHANGE OR CANCEL MY ORDER?
Unfortunately, once the order is placed we are unable to make major changes to it. You may email us to submit a request to cancel or change your order, however, once your order has been fulfilled by our team we cannot cancel or change your order.
Unfortunately, once the order is placed we are unable to make major changes to it. You may email us to submit a request to cancel or change your order, however, once your order has been fulfilled by our team we cannot cancel or change your order.
DO YOUR PACKAGES HAVE CUSTOMS FEES/TAXES?
Customers ordering outside of the United States may be subject to customs fees/taxes based on the retail value of the package. If we had it our way, there wouldn't be any additional charges, however, these fees are not charged by Fenix Apparel and are beyond our control.
Customers ordering outside of the United States may be subject to customs fees/taxes based on the retail value of the package. If we had it our way, there wouldn't be any additional charges, however, these fees are not charged by Fenix Apparel and are beyond our control.
WHAT HAPPENS WHEN MY PACKAGE GETS LOST IN TRANSIT?
Unfortunately, we do not take responsibility for lost, misplaced, or incorrectly delivered shipments. Please contact the shipping courier for more information.
Unfortunately, we do not take responsibility for lost, misplaced, or incorrectly delivered shipments. Please contact the shipping courier for more information.
ALL SALE ITEMS ARE FINAL SALE. NO RETURNS OR EXCHANGES.