Returns & Refunds Policy
Returns & Refunds Policy
Last updated: 17 August 2026
Every FALORS.COM order is sourced to your specification and dispatched from our European distribution centres. Because of this, we are unable to accept change-of-mind returns. Please read this policy before ordering, and contact us with any questions first — we would much rather help you choose correctly than have you receive something that isn't right.
1. Change-of-Mind Returns
We do not accept returns or exchanges where you simply change your mind — for example, if an item does not suit you, the size or colour is not what you expected, or you no longer want it. All such sales are final.
This does not affect your rights where an item is faulty, incorrectly supplied, or not as described. Those are covered in sections 3, 4 and 5, and are always honoured.
Statutory exceptions apply in some countries — see section 2.
Cancelling an order. You may cancel an order within 1 hour of placing it, provided it has not yet been dispatched, and we will refund you in full. After that window, or once the order has been dispatched, all sales are final.
2. Country-Specific Rights
South Korea. If your delivery address is in South Korea, you may withdraw from your purchase within 7 days of receiving it, in accordance with Korean e-commerce law. Return shipping for a withdrawal is your responsibility. Items must be unused, unworn, and complete with all original tags, packaging, and accessories, and the withdrawal right does not apply where the goods have been damaged or their value materially reduced through use.
Japan. Our return terms for orders delivered to Japan are set out in our 特定商取引法に基づく表記 page.
Where the law of your country grants you a right that cannot be excluded by contract, that right applies regardless of anything else in this policy.
3. Faulty or Damaged Items
If an item arrives faulty or damaged in transit, contact us within 7 days of delivery with your order number and clear photographs of the item and its packaging.
- We cover all return shipping costs.
- You receive a full refund of everything you paid, including any shipping charge — or a replacement if you prefer and stock allows.
4. Incorrect Items
If we send you the wrong product, size, or colour, contact us within 7 days of delivery. We will arrange collection at our cost and send the correct item, or refund you in full including shipping. This is our error and never costs you anything.
5. Authenticity Guarantee
Every item we sell is authentic and brand-new. If you believe an item is not authentic, email sales@falors.com within 30 days of delivery with your order number and clear photographs of the item, its tags, and its serial or style code. We respond within 2 business days.
- Where a claim requires further review, we may seek an assessment from an independent authentication service or a brand boutique — at our cost, not yours.
- If an item is confirmed not to be authentic, you receive a full refund of everything you paid, including all shipping.
See our Authenticity Guarantee for full details.
6. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts, or modifies those guarantees, or any equivalent consumer guarantee that applies in your country of delivery.
7. How to Make a Claim
Email sales@falors.com with:
- Your order number
- The item concerned
- Clear photographs showing the issue, including the item's tags and packaging
We respond within 2 business days. Where a return is approved, we issue a prepaid DHL or UPS label and confirm the next steps. Approved refunds are processed within 10 business days of the item being received and inspected, to your original payment method.
8. Before You Order — We're Here to Help
Because we cannot accept change-of-mind returns, we want you to be certain before you buy. Our Melbourne-based team is happy to help with:
- Sizing — check our Size Guide, and ask us for the manufacturer's stated measurements where these are available to us.
- Product details — composition, care instructions, and what is included with the item.
- Product questions — materials, condition, packaging, and what is included.
Message us on WhatsApp at +61 468 377 722 or email sales@falors.com. We reply within 1 business day, usually sooner.
9. Contact
- Email: sales@falors.com
- WhatsApp Business: +61 468 377 722
- Operating Hours: Mon–Fri, 9:00 AM – 5:30 PM (AEST)
Pino Australia Pty Limited — ABN 33 605 608 580, trading as FALORS.COM.