Return Policy

Returns and Exchange

1. What is The Fairytale’s Return and Exchange Policy? How does it work?

The Fairytale returns and exchange policy gives you an option to return or exchange items purchased on The Fairytale for any reason within the specified return/exchange period (check product details page for the same). Returns will be picked from the same address where the product is delivered. Feel free to try on a product but all we ask is that the product remains unused and is preserved in its original condition along with the tags and packaging. In case a Seal Tag is received with the item, ensure that it remains attached & intact with the product to avoid any hassles in the event of a return/exchange. There are two ways to return the product to us:

1. Pick up: In most locations, we offer a pick up service. You will see a pickup option when you submit a return request. A return pick up fee will be charged to you which will be deducted from your paid amount.
2. Self-Ship: If we don't offer a pick up at your location, in such cases, we will provide the return shipping address. You will need to share the scanned copy of the courier receipt with us.

During Pick Up, our delivery agent may do a quality check on the return. For a successful pick up, make sure that the item returning meets all the return criteria. In the cases of refund for return, refund will be initiated after the product has been received at our warehouse and has passed a quality check. A video will be made for the same and uploaded online for proof of package received. If the picked up product does not pass the quality check, we shall not initiate a refund. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item (or any other issue which arose due to mistake by The Fairytale), you will be provided with a replacement of the item, free of cost. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, a new delivery representative will deliver the new item to you after the original order has been collected and reached the warehouse. Please note that we offer you an option to exchange items purchased by you on The Fairytale for same or different sizes of same style or for any other item of the same or different value from The Fairytale within the specified exchange period subject to your address being serviceable for an exchange.

1. All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box).
2. Under Exchange Policy,

Note: Exchange/Replacement will be delivered at the same address where the original product was delivered. In case you wish to receive an exchange to a new address, we recommend returning the item for a refund and placing a new order with the new address.

1. a) If you choose to exchange the item purchased by you on The Fairytale within the specified exchange period for the same size or different size of same style, you will be provided with a replacement of the item.
2. b) If you choose to exchange item purchased by you on The Fairytale for any other item of the same or different value from The Fairytale. In such case, if exchanged item is of the higher value, differences in amount will be charged to you and if exchanged item is of the lower value, differences in amount will be refunded to you post successful return of the picked up order to warehouse.
3. c) Net amount paid by you (excluding instant cashback/discount) to purchase original item will be considered to calculate difference in amount of original and exchanged item which will be payable by you or refundable by The Fairytale as the case may be, for an exchange.
4. d) Applicable refund for any exchange will be trigger post successful delivery of original item from you to warehouse.

6) Exchanges are only allowed for pin codes which are serviceable for an exchange.

7) Item cannot be exchanged for multiple products and you are allowed to select single item for exchange. While customer can exchange multiple item at a time by initiating separate exchange request for each of the item.

8) Non- returnable products/categories cannot be exchanged.

9) Platform Handling Fee (as defined under ‘Terms of Use’) is not applicable to exchanged orders.

10) The Fairytale shall reserve the right to restrict exchange of the items purchased on The Fairytale if customer in any way breaches or misuse this policy, as determined in The Fairytale sole discretion. In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.

11) The Fairytale will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, The Fairytale would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.

12) If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.

13) If you self-ship your returns, make sure you share with us the image of the courier receipt and it validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails, there will be no refund and no replacement.

To return a product to The Fairytale, please follow these steps:

You can return products purchased from The Fairytale within the specified return/exchange period(check product details page for the same), except for our non-returnable products and high-value products which can only be returned for limited number of days.

1. Create a 'Return Request' under “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode
2. We offer pick-up facility in selected locations basis our courier serviceability.
3. If reverse pick-up option is not available at your location you can self-ship the product to us

Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact. Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk.

Self-ship: In case your area pincode is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk. Please pack the product and ensure product is unused, unwashed and all the tags are intact. Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address of the Returns desk closest to you. We have listed out the addresses of the Returns desk in another section on this page.

We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on Website.

14. How do I place an exchange request on The Fairytale?

If you would like to exchange products purchased from The Fairytale, please follow below mentioned steps:

1. You can create exchange for products purchased from The Fairytale within the specified return/exchange period (check product details page for the same) under “My Orders” section of Website. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference
2. Place the product in a packet but do not seal it. Please ensure product is unused, unwashed with all the tags intact.
3. Hand over the original product to our delivery staff and receive the exchange item from him. Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchange item.
4. At any time, you can track the status of your exchange requests under “My Orders” of Website.

15. Why has my return been put on hold despite No Questions Asked Returns Policy?

At the time of creating a return, customers are requested to confirm (via a check box click) that the product being returned is unused with original tags intact. At the time of pickup, if the above conditions are not found to be met, your return may be put on hold pending further clarification with our Customer Support.

16. How long would it take me to receive the refund of the returned product?

After the refund has been initiated by The Fairytale as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:

1. NEFT - 1 to 3 business days post refund initiation
2. The Fairytale Credit – Instant post the return reaches the warehouse
3. Online Refund – 7 to 10 days post refund initiation, depending on your bank partner
4. PhonePe/Other wallet – Instant post the return reaches the warehouse

 

Please note, The Fairytale initiates the refund after the returned item has reached us and quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to a The Fairytale warehouse. In case of any refund discrepancies, The Fairytale may at its sole discretion, request you to share with us a screenshot of your bank statement.

17. How do I return multiple products from a single order?

If you are returning multiple products from a single order at the same time, then, you will receive same Return ID via e-mail for all items. If you are returning multiple products from a single order but at different times, then, you will receive a separate Return ID via e-mail for each item. If you are self-shipping the products, you can ship all the products in a single shipment. Please mention the Return IDs for all the products on a single sheet of paper and place it inside the packet. If mode of return is Pickup, our courier person will pickup the products from the pickup address.

18. Does The Fairytale pick up the product I want to return from my location?

Currently, we pick up products only from selected PIN Codes. If your area pincode is serviceable, you will be able to select the pickup option when you create a Return Request on Website. Please note that you will be charged for reverse shipping if you create a return/replacement on The Fairytale.

1. We will pick up the return within 4 - 7 days from the request placement date.
2. Please keep the return shipment ready.

19. How can I Self-Ship the product to The Fairytale?

If your area pin code is not serviceable for pickup, you will need to self-ship the return item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return ID for each item included in the package. Therefore, please ensure that scan copy of courier bill/receipt is shared via Contact us option available on Website. The courier bill/receipt should satisfy the following conditions for successful processing:

1. It should capture the weight of the return package.
2. Residential/office address, destination address, shipment date, amount and other details should be mentioned.
3. The information on the receipt should NOT be edited/over-written.
4. The courier charge (amount mentioned on the receipt) will not be reimbursed as the reverse shipping is charged to the customer.

**NOTE: For all returns/replacement, the customer will be charged a reverse shipping charge which will be deducted from their paid amount during refund processing.

**In case the return/replacement is being made due to the delivered order being defected or due to a mismatch of size made by The Fairytale, there will be no reverse shipping charge. However, the same has to be proved with either snapshot/video of the package being opened within first 48 hours of the order being delivered.

This is subject to your returns being inspected and successfully processed upon receipt at our end.

20. Where should I self-ship the Returns?

You can send the return to the address below:

The Fairytale,

3^rd Floor, 880/2, Shri Ram Market,

Nyay Khand 2,Kala Patthar Road, 

Indirapuram, Ghaziabad,

Uttar Pradesh- 201014

21. Why has my return request been declined?

This may have happened, if the item you returned is used, damaged or original tags are missing. In the event that the return request is declined, the user shall not be eligible for a refund, and The Fairytale assumes no liability in this regard. For more details, please call our customer care.

22. Why did the pick up of my product fail?

We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. You can initiate a new return request, if item meets the return criteria and is within the specified return/exchange period (check product details page for the same). For more details, please call our customer care.

NOTE: In the cases where the customer is eligible for the refund, for all prepaid orders made on website, the refund will go back to the original payment method. For all cash on delivery orders, please contact our customer support and provide a UPI ID or bank account number for the refund to process. Please note all refunds will be made after deducting the shipping and reverse shipping charges and will only be processed once the product has reached the warehouse and has passed quality check.