Refund policy

Refund Policy

At Whispers of Fantasy, we want you to be enchanted by your purchase. If something isn't quite right, we are here to help. We manage our own inventory and shipping from Portugal — which means a direct and transparent return process, no third parties, just us.

1. Right of Withdrawal (14-Day Returns)

In accordance with EU consumer protection laws, you have the right to return your order within 14 days of receiving it, without needing to provide a reason.

Condition of items: To be eligible for a return, your item must be in the same condition you received it — unworn, unused, with original tags, and in its original packaging.

Exclusions: We cannot accept returns for:

  • Gift cards.
  • Personalized or custom-made items (unless they arrive damaged).
  • Items showing clear signs of use or damage not caused by shipping.

2. How to Start a Return

To initiate a return:

  1. Email us at info@whispersoffantasy.com with your Order Number and the name of the item(s) you wish to return.
  2. We'll reply with the return shipping address and instructions.
  3. Pack the items securely to prevent damage during transit.

Please don't send items back without contacting us first. We need to authorize the return so your refund is processed correctly.

3. Shipping Costs & Refunds

Return shipping:

  • Portugal: Free returns. Email us to start, and we'll cover the shipping cost.
  • Spain, Belgium, France, Germany, Italy: The customer is responsible for return shipping costs. We recommend using a trackable service, as we can't guarantee receipt of returns sent without tracking.

Refund process: Once your return reaches us and we've checked it (usually within 3–5 business days of arrival), we'll email you to confirm approval. If approved, we process the refund to your original payment method.

When you'll see the refund: Refunds typically appear in your account within 5–10 business days of approval, depending on your bank or card issuer.

Original shipping fees are non-refundable, except when the return is due to a damaged or incorrect item — in which case shipping costs are refunded in full.

4. Damaged or Wrong Items

If your order arrives damaged, or you receive the wrong product, we'll make it right.

Email us at info@whispersoffantasy.com within 7 days of delivery with clear photos of the damage or error.

We'll send a replacement at no extra cost. If the item is out of stock, we'll issue a full refund — including original shipping fees.

5. Orders Not Picked Up / Incorrect Address

It is your responsibility to provide a correct shipping address and to collect the package from the pickup point if a delivery attempt fails.

If a package is returned to us due to an incorrect address or because it wasn't claimed:

  • We can reship it to you (additional shipping fees apply).
  • If you prefer a refund, we'll refund the cost of the products only — the original shipping cost is non-refundable, since the delivery service was already rendered.