Return Policy
We have a 14-day money-back guarantee policy, extendable to 30 days when you select "Premium" shipping, which means you have 14 days after receiving your item to request a return.
To start a return, you can contact us at info@focaldesign.co.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
NOTE: shipping costs to return goods that are undamaged but not wanted anymore will be paid by the customer.
Can I cancel my order?
You can cancel your order within 30 minutes of placing it by sending us an email. Unfortunately, we are unable to cancel orders placed more than 30 minutes earlier.
Discount Codes & Promotions
All discount codes and promotional offers must be applied at checkout before completing your purchase. Once an order has been placed and processed by our system, we are unable to:
– Retroactively apply a discount code
– Modify the price of the order
– Issue partial refunds to reflect discounts not applied at checkout
Please ensure your discount code is entered and visible in the order total before confirming payment.
Damaged items
You have 7 days from when you received your order to report any damage or product fault to us and we will refund or exchange any damaged items upon inspection.
Unwanted items
If you selected "Standard" shipping: If you have received the item you ordered but don't want it anymore, you have 14 days to return it to us and we will refund you upon inspection of the goods (NOTE: return shipping fees are to be paid by the customer).
If you selected "Premium" shipping: If you have received the item you ordered but don't want it anymore, you have 30 days to return it to us and we will refund you or exchange your product upon inspection of the goods (NOTE: return shipping fees are to be paid by the customer).
Custom & Personalised Orders
Please note that any items customised, engraved, or otherwise personalised specifically for your order are non-returnable, non-refundable and non-exchangeable. Because these products are made uniquely for you, we are unable to accept returns or issue refunds.
Exchanges
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Refunds
We will notify you once we’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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@focaldesign.co.
Late delivery
We try our best to make our deliveries in time, but we are not responsible for unexpected delays throughout the shipping line. If you have selected "Premium" shipping and your parcel was delivered late, we will refund the shipping fees.
However, if you do not wish to keep the products, you will need to return the products to us. After inspection of the goods we will issue a refund. NOTE: shipping costs to return goods that are undamaged but not wanted anymore will be paid by the customer.
Our return address is in Italy, contact us for more details at info@focaldesign.co.