Return & Exchange

Returns & Exchanges Policy

We want every Futario order to feel like a premium experience. Should your purchase fall short of your expectations, you can ask for a return or an exchange under the terms described below.

1. Order Cancellation

  • An order that has not yet shipped may be canceled at no cost within 24 hours of placing it.
  • After an order moves into the shipping stage, it can no longer be canceled. Reach out to our support team and we will help you with the next steps.

2. After-Sales Service Period

  • Received something faulty, damaged, or not what you ordered? Let us know within 24 hours after it arrives.
  • Return or exchange requests can be submitted up to 14 days after the carrier marks your parcel as "delivered."
  • We are unable to accept requests made after this window closes.

3. How to Apply

Email us at contact@futarioknitwear.com or use our contact page, and include the following details:

  • Your order number
  • The email address used for the order
  • A short explanation of the problem (tip: adding pictures of the item and its packaging helps us handle your request more quickly)
  • Once our team has looked over your request, we will send you the return address along with step-by-step instructions.

4. Eligibility for Returns & Exchanges

To qualify for a return or exchange, items need to satisfy every condition below:

  • Unused: the piece shows no wear, has not been washed, altered, tailored, or damaged in any way.
  • Original tags intact: hangtags, security tags, and similar labels are still attached.
  • Complete packaging: all original packaging, such as dust bags or gift boxes, is kept and returned.
  • Good condition: free from stains, odors, or any other damage caused by use.
  • Please note: pieces that fail to meet these conditions may be refused for return or exchange.

5. Process

For Returns:

  • Get in touch with our support team, sharing your order details and photos
  • After approval, you will receive the return address and instructions
  • Send the item back to us (shipping, taxes, and customs charges are paid by the customer)
  • Your refund is issued within 3 business days once our warehouse has inspected the item

For Exchanges:

  • Tell our support team which size, color, or specification you would like instead
  • We will check and confirm that the new item is in stock
  • Should it be unavailable, we will find another option together with you

6. Refund Instructions

  • After the returned piece clears inspection, your refund is processed within 3 business days.
  • How long it takes to reach you varies by payment method:
    • Credit Card: funds are returned within 7 business days, subject to your card issuer.
    • PayPal: funds are returned within 48 hours of processing.

7. Return Shipping Costs

  • The customer is responsible for return shipping charges, international taxes and customs duties included.
  • We recommend choosing a carrier that handles customs clearance and related fees, and keeping your tracking number for reference.
  • Parcels sent back as "Cash on Delivery" will not be accepted.

Notes

  • Made-to-order pieces, intimates, and accessories bought on clearance are not eligible for return or exchange (where this applies, it is stated on the product page).
  • Kindly verify the contents of your parcel before shipping it. Products that were not purchased from Futario cannot be accepted or returned by us.

Questions about returns or exchanges? Our support team is glad to assist at contact@futarioknitwear.com. We are always here to help.