FAQ

Your credit / debit card will be charged once your order information has been verified and processed, usually within 24 hours of your order.

Tax is added at checkout and calculated based on your country or province.

You will receive an email with your order confirmation within an hour of your order being successfully placed. If you have not received your order confirmation you may check ‘your account’ with FELLINE to see your orders. If you do not have an account you may instead contact our customer service at service@felline.com and they will locate your order confirmation and resend it to your provided email. Please be sure to check your spam folders for your confirmation.

For exclusive discounts and promotional codes, join us now! Use the promo code WELCOME to save 5$ on your first purchase. *Conditions applies.

If you would like to change or cancel an order, email us at info@felline.com in next 3 hours maximum, after your purchase and we will do our very best to accommodate your request. Once an order has shipped, we are unable to change or cancel it.

To view your order details, log in using the email and password you used to check out. Please note that if you check out as a guest you will not be able to log in to see your order details.

Not necessarily. Some items take longer to produce than others and all the items in a single order might not be produced at the same location or even from the same manufacturer. This does not affect shipping cost.

Print on Demand (sometimes known as PoD) is a fulfillment process where a product is only manufactured when a customer orders it.

To avoid the challenges of maintaining an inventory. We work with partners who take care of all the logistics like production and shipping, one product at a time, allowing us to focus on designing new beautiful products.

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Our standard shipping rates vary based on product dimensions and weight, fulfillment location, and shipping destination for each order.

• Shop in your local currency
• Enjoy free shipping for all orders above CA$175.00
• All duties are already included. Taxes calculated at checkout
• For a smaller order a small 9.99$ fee will be charged.

May we please ask you to double-check the shipping address you used for this order? Let us know if it was correct or send us the updated address.

If it is the case, We’re sorry to hear that the address was incorrect. The package should be sent back to us and we’ll update the shipping address and reship it for you.

Please note that you’d be responsible for the shipping costs, so let us know how you’d like to proceed. Contact Us with your order number and the exact shipping address. 

If the customer’s shipping address was correct and the order still hasn’t arrived, submit a problem report and our customer support will find a resolution for you. We usually cover the costs of reprinting and shipping replacement orders.

Free standard delivery on orders over $175. You can return your order for any reason, free of charge, within 30 days.

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Your end customer is responsible for these fees. Please note that you are responsible for any import duties and clearance fees (where applicable) in your own country. Any fees are paid to appropriate customs agency by the end customer.

You can get free shipping for your orders over $500 with the code FREESHIPPING starting May 15, 2022.

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You should receive tracking information via email once a waybill has been generated for the order (if you’ve created an account, you can also view your order history and tracking information online).

If you aren’t able to see an estimated delivery date right away, don’t panic – sometimes a tracking number won’t have an update until it’s been scanned by a driver, which can take a few hours after the shipping label is created.

Haven’t received your tracking information, or have another question about shipping? Feel free to contact us at informations@whoshop.ca

We just checked that your package is still being tracked and it’s supposed to arrive by [date]. According to tracking, it might just be stuck at some point during the delivery. Please give a couple of more days for the package to show up. If the package still hasn’t arrived, let us know no later than 4 weeks after the estimated delivery date.

FELLINE is not responsible for any lost or stolen packages.

No, Sorry. Products are made on-demand and Orders cannot be picked up at the warehouse, as it is closed to the public.

We’re sorry to hear that your product arrived [damaged/mislabeled]. Our team will look into the order, so please share a detailed description of the problem and add quality photos where we can see the issue. We’ll be happy to assist and reship the product for you.

Then, once you have the photos, file a problem report here, no later than 4 weeks after the product has been received by your customer. Our customer service team will get in touch with you and figure out the best solution.

If you are shipping an item over $20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We only replace items if they are defective or damaged.

We’re sorry to hear that you wish to return your order. Our return policy doesn’t cover buyer’s remorse so we won’t be able to issue you a refund for the order. Thank you for understanding.

If there is a problem with your order, please contact us as soon as possible to let know why and we will try to get you happy!

All-over print backpacks, fanny packs, and duffle bags need to be hand-washed without bleach. Don’t dry-clean or tumble-dry the bags. You can iron these bags with a low heat setting.

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