FAQs
HOW CAN I GET IN CONTACT?
Feel free to use our Contact page to get in touch anytime. Alternatively, our team can be reached by email at hello@fractalwitch.com
PRODUCT FAQs
WHAT IS YOUR PROCESSING TIME?
- Ready to ship items: Please allow a window of 7-14 business days when ordering a ready-to-ship item.
- Made to order items: Please allow a window of 3-7 weeks when ordering a made-to-order item.
- One of kind items: Please allow a window of 7-14 business days when ordering a one-of-a-kind item.
If you need your item/s for a specific date, don't hesitate in contact us. We will try our best to reach your requirements.
DO YOU HAVE ANY READY TO SHIP ITEMS?
Yes, they are available in this collection: READY TO SHIP.
WHERE ARE YOUR ITEMS MADE?
All of our items are created in Cancun, Mexico where our production center is located. Each piece of clothing is made with love by Mexican women.
HOW CAN I BE NOTIFIED WHEN AN ITEM IS RESTOCKED?
If an item is sold out but has plans to be restocked, we'll include a button for you to request notification when the item is back in stock.
I HAVE RECEIVED AN INCORRECT ITEM! WHAT TO DO?
Please contact us right away with proof of the incorrect item (photos) attached.
If you receive an incorrect item we will send the purchased item originally.
Buyer pays for shipping fee to send the new item in every case.
If buyer is not willing to cover shipping cost, it can also be eligible for a refund. Check more information on our return and exchange policy.
I HAVE RECEIVED A DAMAGED ITEM! WHAT TO DO?
In the rare circumstance that an item is received in damaged condition, please contact us right away with proof of damage/fault by attaching photos of the article.
If you receive an item that is damaged or faulty we will send a new item in a proper condition.
Buyer pays for shipping fee to send the new item in every case.
If buyer is not willing to cover shipping cost, it can also be eligible for a refund. Check more information on our return and exchange policy.
RETURN AND EXCHANGE FAQs
WHAT IS YOUR RETURN AND EXCHANGE POLICY?
Fractal Witch offers refunds or exchange for items returned within the eligible window under the following conditions:
- Items must be in original, unworn condition, no marks, stains, smells.
- Garments with make-up stains or perfume odor will not be eligible for return.
- Items must be returned in original bags/packaging.
- You must send the item back within 14 days of receiving your item.
- Purchases made using a promotional discount code are eligible for a refund unless they are at final sale discounted prices or otherwise stated.
Please note:
Sale items are not eligible for a return/exchange.
We don’t offer free returns or exchanges so you will have to cover the cost of posting the item back to us. For exchanges you will also have to pay for postage again to get the item you are exchanging back to you.
We recommend any returns/exchanges are sent tracked and signed for as we cannot accept liability for items that do not reach us. Please return items in a saleable, unworn and undamaged condition. If evident that the items have been worn or the labels are removed, we can’t offer exchange/returns and you item will be sent back to you.
We don’t accept returns/exchanges on sequin items which have been damaged after they have been worn.
HOW DO I RETURN MY ORDER?
Return requests must be made within 7 business days of receiving your order. International returns must be received by our warehouse within 30 business days.
ONCE YOUR RETURN HAS BEEN RECEIVED:
We will refund your original order within 5-10 business days of receiving it back to our warehouse. You will receive confirmation when it has been processed, so you know it’s on the way. Please allow 3-7 business days for the transaction to appear in your bank or credit card account.
DELAYED RETURNS:
If a return arrives after the permitted return timeframe, the customer will be eligible for a credit note only.
ARE THERE ANY ITEMS I CAN’T RETURN?
Sale items are not eligible for return/exchange.
DO I NEED TO PAY FOR RETURN SHIPPING COST?
Yes. We don’t offer free returns or exchanges so you will have to cover the cost of posting the item back to us. For exchanges you will also have to pay for postage again to get the item you are exchanging back to you.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
Original shipping cost will be excluded from your total amount.
DO YOU REFUND ORIGINAL SHIPPING COST?
We do not refund original shipping cost. It will be excluded from your total amount.
SHIPPING FAQs
HOW MUCH DOES SHIPPING COST IN THE US?
Our shipping works on a weight based system; you will be notified of the shipping cost based on the items you have selected at checkout.
Please note:
-custom/tax fees are out of our hands and it is therefore the customer’s responsibility to pay these.
-We don’t post orders on weekends or bank holidays.
If you can't find what you're looking for, please contact us at hello@fractalwitch.com
HOW CAN I CHANGE MY SHIPPING ADDRESS?
Contact us as soon as possible - If the item is been shipped, you have to get in touch with your shipping provider to change the address. If you can’t find an option send us an email, we will see what we can do to help. Use our Contact Us page to get in touch, also make sure you mail us from your contact email that you submitted while ordering.