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Refund 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.

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. Your Statutory Rights

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.

Freight forwarders. If you had your order delivered to a freight forwarder or parcel forwarding service, delivery is complete when the parcel reaches the forwarder. We are not responsible for loss or damage that occurs after that point, and such claims must be made with the forwarder. Transit damage claims are accepted only where the damage occurred before delivery to the forwarder. See section 7 of our Shipping Policy.

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 customerservice@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 customerservice@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

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, packaging, and what is included with the item.

Message us on WhatsApp at +61 468 377 722 or email customerservice@falors.com. We reply within 1 business day, usually sooner.

9. Contact

Pino Australia Pty Limited, ABN 33 605 608 580, trading as FALORS.COM.

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