Refund policy
At Falour, we focus on providing outdoor trousers. We aim to make the return and exchange process clear and easy to follow.
Our return policy is valid for 30 days from the date you receive your products.
1. Return Process
To initiate a return, please contact us at support@falour.shop. Upon approval, we will provide you with a shipping label and instructions for returning the product.
Conditions for Returns:
- Time Frame: Items can be returned within 30 days of the receipt date.
- Condition of Items: Products must be returned in their original condition, unworn or unused, with tags, and in its original packaging.
- Proof of Purchase: A receipt or order confirmation is required.
How to Initiate a Return
Please email us at support@falour.shop with your order details. Once your return is approved, we will provide a prepaid return label along with instructions.
2. Return Costs
Change of Mind / Wrong Size Ordered
If you decide to return an item due to a change of mind or because an incorrect size was selected, the return shipping costs are the customer’s responsibility. In these cases, customers must arrange their own return shipment. We do not issue prepaid return labels for returns that are not related to product faults.
Faulty, Damaged, or Incorrect Items
If you receive an item that is defective, damaged during delivery, or not the item you ordered, you will not be charged any return shipping fees (£0.00). We will provide a prepaid return label via email and cover the full cost of the return.
Important:
For your protection, we strongly recommend using a tracked shipping service when returning any item, as we cannot be responsible for parcels lost in transit.
3. Refunds Process
Once we receive your returned product, we will assess its eligibility for a refund based on the conditions stated above.
- Eligible Refunds: The refund amount will be credited to your original payment method (e.g., credit/debit card, net banking).
- Processing Time: Refunds are typically processed within 1-3 business days.
- Ineligible Refunds: If the product does not meet the required conditions, no refund will be issued.
4. Late or missing refunds
If you have not received your refund yet:
- Check your bank account again.
- Contact your credit card provider; it may take some time for the refund to be processed.
- If you've followed these steps and still haven’t received your refund, please contact us at support@falour.shop.
5. Exchanges
Exchange Eligibility
We are happy to offer exchanges on eligible items. If you would like to exchange your product for a different size or model, please contact our customer service team in advance to receive return instructions and confirmation.
Exchange Costs
We do not charge any exchange handling fees. However, customers are responsible for arranging and paying for the return shipping of the original item.
Once the returned item has been received and inspected, we will dispatch the replacement item to you free of charge.
6. Damaged And Wrong Product
If you receive a damaged, defective, or incorrect item, please notify us immediately. We will arrange for a replacement or a full refund at no additional cost.
7. Lost Packages
If your order hasn’t arrived within 30 days, please contact our support team at support@falour.shop. We will provide a full refund or reissue the item.
Returns Address:
2 Station Road, Woolston, Southampton, SO19 8HH, United Kingdom
Please note that returns must be authorised by our support team in advance. Returns sent without prior approval may not be accepted.
Contact Us
- Email: support@falour.shop
- Address: 2 Station Road, Woolston, Southampton, SO19 8HH, United Kingdom
- TEL: +44 7817 363841
Customer Service Hours (GMT)
- Mon – Fri: 9am – 6pm