Politique de remboursement
Return & Refund Policy
At Fibraura, we carefully prepare every order to ensure your craft materials arrive safely and beautifully.
Because Mizuhiki cords are specialized craft materials, we have created a return policy that protects both our customers and our small studio.
Return Window
We accept return requests within 14 days of delivery.
To request a return, please contact us before sending any items back:
Please do not return items without prior approval, as unauthorized returns may not be accepted.
Return Conditions
To be eligible for a return, your item must be:
- Unused and in its original condition
- In its original packaging
- Suitable for resale
Before returning your order, please provide:
- Your order number
- The reason for your return
- Clear photos of the product and its packaging
This helps us confirm the condition of the item and provide the correct return instructions.
Non-Returnable Items
Due to the nature of handmade craft materials, we cannot accept returns for:
- Opened packages of products
- Used or altered materials
- Products that are no longer in their original condition
- Custom-made or personalized items
Mizuhiki cords are delicate craft supplies that cannot be resold once opened or handled.
Return Shipping Costs
For returns due to personal preference, incorrect selection, or a change of mind:
- Customers are responsible for return shipping costs.
- Original shipping fees are non-refundable.
Please use a trackable shipping method when returning your order.
Fibraura is not responsible for packages lost during return shipping.
Shipping Cost Deduction
If a return is approved, the refund amount will be calculated as follows:
United States, European Union & United Kingdom
For orders shipped with DDP service, the original shipping cost, including DDP-related shipping and customs handling fees, will be deducted from the refund amount.
Other Countries
The original outbound shipping cost paid by Fibraura will be deducted from the refund amount.
International Return Customs
Customers returning items internationally are responsible for correctly completing customs declarations.
Please mark the parcel as a returned item where applicable, for example: “Returned Goods”.
If a returned package arrives with any of the following:
- Unpaid customs duties
- Import taxes
- Customs clearance fees
- Additional charges caused by an incorrect declaration
Fibraura reserves the right to refuse the package or deduct these costs from the refund amount.
Damaged, Defective, or Incorrect Items
We carefully inspect and package every order. However, if you receive:
- A damaged product
- A defective item
- The wrong product
Please contact us within 7 days of delivery.
Please provide:
- Your order number
- Photos of the product
- Photos of the packaging
After review, Fibraura will provide an appropriate solution, including:
- Replacement
- Refund
- Other reasonable assistance
For confirmed damaged, defective, or incorrect items, Fibraura will cover the return shipping costs.
Refund Process
Once your return arrives and is inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for your payment provider to complete the refund process.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible.
Orders that have already been processed or shipped cannot be cancelled.
Thank you for supporting a small creative studio.
We appreciate every maker who chooses Fibraura materials for their creations.