How do I return or exchange a product ?

I want to cancel or exchange a product - Parcel is not sent yet

When your parcel is not sent yet and you want to cancel or exchange a product within your order, please call customer service so that the automated shipment process can be rapidly stopped. You can contact FelinaWorld  by phone on9:00 - 17:00 CET9:00 - 17:00 CET from Mondays to Fridays between9:00 - 17:00 CET.

I want to return or exchange a product - Parcel is already sent

When your order has been shipped already and you want to exchange a product within your order, you will need to return the product before we can proceed to the exchange. You can cancel and exchange a product without giving any reason within fourteen days. The exchange period expires fourteen days after the day on which you have received your delivery.

Return within 14 days

For your exchange request to be receivable, you need to initiate a return and exchange procedure within 30 days. To do so, you need to notify us of your decision by post, by telephone or by email. You can send us a ticket or message and initiate a return and exchange procedure from your customer account dashboard. You can issue a return and exchange request here.

Information to be provided with an return and exchange request

- Last name & First Name
- Address
- Order number 
- Order date
- Delivery date
- Designation of the article(s) subject to cancellation or exchange: name of the article, reference of the article

- Designation of the article(s) desired in exchange: name of the article, reference of the article

- Signature (in case of postal courier)

You can issue a return and exchange request here. You will be able to provide this information automatically by selecting your order and the associater articles in the return form. 

Return of the article(s)

You will have to return the undesired article(s) to the following address:

Montapacking - FelinaWorld

7547 RD Enschede

The Netherlands

The products must be returned without undue delay and, in any case, no later than 14 days after you have communicated to us your decision to cancel your order. This period is considered respected if you return the good before the expiration of the period of fourteen days. You will be responsible for the direct costs of returning the products.

Echange procedure &  shipment of the new products 

When we have received your return, we shall prepare your exchange request. We will issue a credit memo corresponding to the amount already paid for the returned article(s). 

When you have designed new article(s) for the exchange, we will prepare a new order with the desired articles. If there is price difference between the returned article(s) and the new desired article(s) for the exchange, we shall ask your to pay for the difference, or alternatively issue a credit or refund. 

We may defer the shipment of the exchange products (or credit/refund) until we have received the goods. After receipt of the returned goods, we shall ship the exchanged products immediately or proceed to your refund within 30 days.