Frequently Asked Questions

What is the delivery time for my order?

When you order from FERMANE, delivery times may vary slightly from what you’re used to. Since our products are shipped directly from our suppliers, we save significantly on storage and shipping costs. This allows us to offer our products at competitive prices.

The average delivery time is 5–10 business days (Mon–Fri, excluding holidays).

What should I do if I haven’t received my order?

Due to high demand for our products, your order may arrive a little later than expected. We appreciate your understanding.

If the estimated delivery time has passed and you still haven’t received anything, please send us an email at care@fermane.com. We will immediately investigate what happened to your package.

I want to exchange or return my order. How do I do that?

To initiate a return, contact our customer service at care@fermane.com.
Please provide the following information:

Your name

Your order number (e.g., #0000) as indicated in the confirmation email

The reason for the return

We will send you the return address and a confirmation. After that, you can ship the product back via a carrier of your choice.

How much does it cost to return an item?

Return shipping costs are the customer’s responsibility.
The cost depends on the carrier you choose. Check the carrier’s website for current rates.

What are the return conditions?

You always have a 14-day return period, starting from the day you receive the product. A return is only possible if:

The return period has not expired.

The product is in its original packaging and includes all labels.

The product has not been used.

What payment methods can I use?

We accept payments via credit card and PayPal.

If you’re unsure whether your payment method is accepted, follow the steps on the checkout page to see all available options.

All transactions are processed through reliable payment systems and are 100% secure.

What should I do if I haven’t received the order confirmation email?

This shouldn’t happen. Please send us an email with your full name and the email address used for the order to care@fermane.com. we’ll assist you as soon as possible.

Can I cancel my order?

Would you like to cancel your order? Please email care@valenna.com as soon as possible.
Please include your name, the order number (e.g., #0000) found in your confirmation email, and the reason for the cancellation.