FAQs
Frequently Asked Questions (FAQ) – FENERA
📩 How can I contact FENERA?
You can reach us anytime at info@fenera.de. Our customer service team will be happy to assist you with your questions, returns, or order inquiries—whether you're in the EU, Germany, or elsewhere in the world.
🌍 Do you ship internationally?
Yes, we offer worldwide shipping, including to Germany, other EU countries, the United States, and more.
📝 Can I change or cancel my order?
We process orders quickly, so if you need to make changes or cancel your order, please email us within 12 hours of placing it.
After that, changes or cancellations cannot be guaranteed. However, once the order is delivered, you may still return it according to our Return Policy.
💳 What payment methods do you accept?
We accept all major payment methods, including:
- Credit and debit cards (Visa, Mastercard, American Express)
- PayPal
All transactions are processed securely in Euros (EUR) or your local currency at checkout.
📦 When will my order be processed?
Orders are processed and shipped from our fulfillment centers between Monday and Saturday, excluding public holidays.
- Please allow 1–3 business days for processing
- Orders placed over the weekend will be processed the next business day
During peak times (like holiday seasons or sales), processing may take slightly longer.
🚚 How long does delivery take?
At FENERA, we work hard to get your order to you as quickly as possible.
Our products are shipped directly from our warehouse, and due to high demand and quality checks, delivery may take a little longer than usual.
Estimated delivery times:
- Germany & other EU countries: typically 7–15 business days
- Other international destinations: may take 10–20 business days, depending on local postal services and customs processing
We process orders Monday to Saturday, and you'll receive a tracking number as soon as your order ships.
📦 Note: During peak seasons or promotional events, slight delays may occur. We appreciate your patience and understanding—our goal is to ensure your items arrive in perfect condition.
📦 What if I don’t receive my order?
If your order hasn’t arrived within 30 days of shipment, please contact us at info@fenera.de.
You're eligible for a full refund or replacement after this period.
💼 Will I be charged customs duties or import taxes?
If you're ordering from outside Germany, your country may apply customs duties, VAT, or import taxes upon delivery.
- These fees are not included in our prices
- The customer is responsible for paying any applicable import charges
- FENERA is not liable for customs delays or additional charges imposed by your local authorities
We recommend checking with your local customs office before ordering.
🔄 How do I return an item?
Please email info@fenera.de to start a return.
Make sure to include your order number and a brief explanation.
You can learn more in our Return Policy.
🚫 What if I received a damaged, defective, or incorrect item?
We’re sorry for the inconvenience.
Please contact us at info@fenera.de with the following details:
- Your order number
- Photos of the item(s) and the packaging
- A short description of the issue
We’ll make it right as quickly as possible—either with a replacement or a refund.
💰 When will I receive my refund?
Refunds are issued to your original payment method once your return is received and processed.
- Please allow 7–10 business days for the refund to be posted by your bank or credit card company
- Processing times may vary depending on your financial institution
If you haven’t received your refund after this period, please contact your bank or email us at info@fenera.de for assistance.