Situation | Customer Action | Who covers the costs? |
Damaged in Transit (liquid impacted) | Re-ship
Refund if no remaining inventory | Brand
|
Bottle arrived damaged | Re-ship
Refund if no remaining inventory | Brand |
Minor cosmetic damage to label, wax, bottle, seal (e.g. torn seal), or branded outer box (liquid not impacted) | Partial refund of 10-20% of the product’s value, situational based on the following criteria: - The extent of the damage - The value of product - The value of order - Customer considerations (e.g. purchase history with the brand)
No reships unless otherwise agreed upon with the brand. | Brand
If the brand wants to apply an additional refund than what is standard, they cover the difference between the standard and their desired amount.
If the issue is widespread, Flaviar investigates. If determined that damage was caused by a production issue with the bottle, brand covers.
|
Severe cosmetic damage to the bottle that ruins the bottle’s status as a collectible item | Re-ship
Refund if no remaining inventory | Brand
|
Failed delivery, returned to sender (customer at fault) | Re-ship, with reship fee of $25.00 applied (discounted from $40.00)
Refund if requested, with restocking fee applied: original shipping + $20.00 to cover return costs or $40.00 if shipping was free | Customer
Brand can choose to pay instead of customers paying, facilitated by PSM with data from CS |
Missing package, never delivered by carrier | Re-ship
Refund if no remaining inventory | Brand
Flaviar CS is responsible for filing issue with carrier |
Wrong item received | Re-ship
Refund if no remaining inventory | Flaviar |
Order missing select items | Re-ship
Refund if no remaining inventory | Flaviar |
Order requested to be held and shipped at a later date | Holds are not allowed for limited releases | N/A |
Order requested to be cancelled and refunded before it has been shipped | Order cancellations are not allowed for limited releases. This should be communicated to customers in advance of purchase on the product pages and is included in our Terms & Conditions at Checkout. | N/A |