Return Policy
Returns & Refunds Policy
At Falors, we want you to feel confident with every purchase. If an item doesn’t meet your expectations, you may request a return under the conditions below.
1. Return Conditions
- Timeframe: Return requests must be initiated within 14 days from the delivery date.
- Condition: Items must be returned in their original condition: unworn, unused, unwashed, undamaged, and complete with all original packaging, tags, dustbags, and accessories.
- Security Tags: The authenticity tag and security seal must remain intact and unbroken. Returns with removed or broken tags will not be accepted.
- Shoes: Must be tried on soft surfaces. Returns with scuffed soles or insoles will be rejected.
Items that do not meet these conditions will be returned to the customer at their expense.
2. Return Shipping Costs
Return shipping fees are the customer’s responsibility. To ensure the safety and tracking of luxury goods, we will provide a prepaid DHL/UPS return label.
Return Fee Deduction:
- A flat return fee of approximately $89.00 AUD will be deducted from your final refund to cover the international shipping cost back to our Italian distribution center.
*Please Note: As our global system operates in Euros, the return fee is fixed at €55.00 EUR. The exact amount deducted in AUD may vary slightly (e.g., ±$1-2) depending on the currency exchange rate at the time your return is processed.
Refunds cover only the value of the returned item(s). Original shipping fees (if applicable) are non-refundable.
3. Duties & Taxes (Non-Refundable)
As we ship on a DDP (Delivered Duty Paid) basis, Falors pays the import duties and GST to the Australian Customs on your behalf when the order is shipped.
- In the event of a return, these duties and taxes are non-refundable, as they have already been collected by the government.
- Your refund will be calculated as: [Item Price] minus [Return Shipping Fee $89].
4. How to Request a Return
To request a return, please email us at sales@falors.com within 14 days of delivery, including your Order Number and the item(s) you wish to return.
Our team will review your request and, if approved, provide further instructions along with a prepaid DHL/UPS return shipping label.
5. Important Notes
- Return requests must be submitted within 14 days of delivery.
- Once the return label is issued, items must be handed to the courier within 7 days.
- All returned products will undergo a strict quality inspection at our Italian facility.
- Refunds are processed within 10 working days after the items are received and inspected.
6. Exchanges
We do not offer direct exchanges. If you wish to purchase a different size or color, please return the original item for a refund and place a new order.
7. Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us immediately. In such cases, Falors will cover all return shipping costs and issue a full refund including original shipping fees, in accordance with Australian Consumer Law.
8. 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.
The benefits given to you by our Returns Policy are in addition to other rights and remedies you have under the Australian Consumer Law.
Exclusions
- Items not in original packaging or missing accessories.
- Items with broken authenticity tags or security seals.
- Custom-made or personalized products.
- Hygiene-sensitive items (e.g., underwear, swimwear) once opened.