SHIPPING & RETURNS
Calculate your standard shipping cost at checkout. Products are shipped in 100% recycled boxes & tissue paper.
If for any reason you are not completely satisfied with your purchase within 14 days of receiving your product, you may return the item(s) by emailing us at fern @ madame fern.com .
Customer must cover shipping costs. As long as there is no sign of wear or damage, a full refund will be issued.
Please ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been damaged or worn. We cannot accept returns on opened packs of hosiery.
The following products cannot be returned:
-Incomplete, damaged, worn, altered and washed returns or anything FERN reasonably believes has been used.
-Briefs, bodysuits and swimsuits that have been tried on in direct skin contact
-Personalized or monogrammed items
-Any couture or commissioned pieces
Upon receipt of product, we will aim to ensure refund as quickly as possible. Please allow 14 days for processing.
The refund will be credited to your original payment method. FERN New York reserves the right to refuse the return/exchange of any merchandise that does not meet our return condition requirements.
FERN New York is based in the United States and all prices are in USD ($).
We accept PayPal, American Express, Apple Pay, Discover, Mastercard, and Visa. International conversion rates may apply.
Orders can take 1-7 business days to process before shipping. All shipping costs are calculated based on each garment’s destination and weight.
Once you place an order, you will receive an order confirmation to the e-mail address provided at checkout. Once your order has shipped, you will receive an e-mail with tracking information and a confirmation of shipment. All clients are responsible for providing the correct shipping and billing information as well as promotional or gift card codes at checkout.
Orders can take 1-7 business days to process before shipping.
Domestic packages are shipped via USPS Priority Mail (2-3 business days) unless notified otherwise.
Delivery times are provided as a guideline and do not take into account local disruptions.
Orders can take 1-7 days for fulfillment before shipment. International packages are shipped via USPS (7-21 days) unless notified otherwise. Delivery times are provided as a guideline and do not take into account local disruptions.
INTERNATIONAL DUTIES AND TAXES
International shipments may be subject to customs fees and import taxes upon delivery determined by the shipment’s destination country. Please note that the recipient of the shipment is responsible for any fees or duties if found by customs. If you do not claim your package, you are responsible for the original shipping charges and the cost of returning the package to our studio.
FERN New York is not responsible for costs related to returned packages due to not claiming a package and/or providing an incorrect address. If a package is returned to our studio, please note that the client is responsible for the re-shipping fee as the original shipping label will be void. Original shipping and processing fees cannot be refunded.
FERN New York is not responsible for lost, stolen, or damaged mail. We take great care in packaging every single one of your items so that it does not damage during shipping. Once your package has left our studio, it is in the care of your mail courier and all following action will need to be taken with your local post office.
All customer care questions be e-mailed to fern @ madamefern.com or sent by DM on instagram @fernnewyork