Where we deliver
At launch we deliver to addresses in Romania. We are preparing delivery to more European countries. When it is available, the countries will appear at checkout.
Production time
Your Award is made after your order and payment are confirmed. We make it and hand it to the courier.
In busy periods, for example before the winter holidays, it can take a little longer. If that happens, we let you know by email.
Delivery time
We aim to deliver your order within a maximum of 12 business days from the day your payment is confirmed. That time covers making your Award and the delivery by our courier, FAN Courier, in Romania. If we expect a delay, we tell you by email.
In any case, we deliver within 30 days of your order, as required by law, unless we agree otherwise with you. If we cannot, you may cancel the order and receive a full refund.
Collecting from a FANbox
If you choose a FANbox locker, you have 48 hours to collect your parcel. If you do not collect it, it comes back to us and we contact you to arrange a new delivery.
Shipping cost
Free delivery in Romania. You pay no shipping fee, at checkout or later. The price you see is the price you pay. At launch we deliver only to addresses in Romania. If we deliver to other countries in the future, any shipping cost will be shown at checkout before you pay.
Tracking your parcel
When your Award ships, we email you the tracking number so you can follow your parcel.
Packaging
Your Award travels in a black gift box, with a metal message plate, packed to be protected during transport.
Gift deliveries
If you order a gift, we deliver the parcel to the recipient's address, with no price in the parcel. Please give us the recipient's phone number: the courier asks for it. The recipient receives no emails from us. The order confirmation and the invoice go to you.
When your parcel arrives
Transport is at our risk: until you, or the person you named as recipient, physically receive the parcel, any damage on the way is our responsibility.
If the package looks damaged, check it in front of the courier if you can, and take photos of the package and of the Award. If it is delivered to your door and the box looks knocked about, please ask the courier to note it before you sign; if you collect it from a FANbox, take photos right there. Please keep the box, the padding and the Award until we reply. Then write to us at support@finallywon.com with your order number and the photos, ideally within 14 days of delivery, so we can solve it quickly and recover the cost from the courier. This is a request, not a condition: if you write later, you do not lose your rights. We replace any Award damaged in transport at no cost, and we deal with the courier ourselves. Details in Returns, replacement, warranty and complaints.
Wrong address or missed delivery
Please check your delivery address and phone number before you order. If a parcel comes back to us because the address was incomplete or wrong, or because it was not picked up, we contact you to arrange a new delivery. A new delivery may have an extra shipping cost, which we tell you before we send it.
Product safety
Our products are decorative objects, not toys.