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Returns and Refunds
On falconeri.com you can choose 2 different return methods:
1. Return to store always FREE
2. Return via courier FREE
Order on falconeri.com, try the goods on and if you're not satisfied with the products, you can return them completely free of charge. The return is possible to store and via courier. You'll be refunded via the payment method you originally used to make your purchase.
Remember you have up to 14 days from delivery to change your mind and make your return request.
Returned items must be intact and show no signs of use or damage. For more details on our return policy, click here.
Keep in mind that personalized items can only be returned if defective, exclusively via courier.
Perfumes, fabric perfumers, room perfumers and their refills cannot be returned.
Return to store
How can I return items from an online order to a Falconeri store?
Order at falconeri.com and try on your products. If they don't meet your expectations, you can return them for free to one of our stores within 14 days of the delivery. If you want to return your products to any Falconeri store you can do it without filling the online return form.
You will be refunded via the payment method you originally used to place your online order. In case your used gift card or ordered with Cash on Delivery please send our customer service (hello@falconeri.com) an e-mail with your order number and bank details (IBAN number and accound holder's name) and the amount will be transfered to your bank account. Please kindly note that the store cannot refund you in cash.
You will be refunded via the payment method you originally used to place your online order. In case your used gift card or ordered with Cash on Delivery please send our customer service (hello@falconeri.com) an e-mail with your order number and bank details (IBAN number and accound holder's name) and the amount will be transfered to your bank account. Please kindly note that the store cannot refund you in cash.
Do I have to pay for my in-store return?
No, the return to store is free of charge.
How and when will I receive a refund for my in-store return?
The refund will be made as soon as possible, no later than 14 days from your return request (provided that we have received the returned items) or alternatively, after you delivered the returned products to the store.
The refund will be made to the original payment method used during the purchase. In case your used gift card or ordered with Cash on Delivery please send our customer service (hello@falconeri.com) an e-mail with your order number and bank details (IBAN number and accound holder's name) and the amount will be transfered to your bank account.
The refund will be made to the original payment method used during the purchase. In case your used gift card or ordered with Cash on Delivery please send our customer service (hello@falconeri.com) an e-mail with your order number and bank details (IBAN number and accound holder's name) and the amount will be transfered to your bank account.
Can I exchange the items in store?
Currently, we do not offer exchanges for items purchased online.
Return via courier
How do I make a return on falconeri.com?
Follow these simple steps to return an item via courier:
1. Access the order from "Order History" section in your account details or directly from "Follow your order/return" section.
2. Click on the "Return request" button and fill in the form by selecting the item and the reason for return.
3. Prepare the package. GLS courier will arrive at selected address with return label and pick up the parcel. The document which confirms the date of pick-up will be downloadable from the return details of your order status.
1. Access the order from "Order History" section in your account details or directly from "Follow your order/return" section.
2. Click on the "Return request" button and fill in the form by selecting the item and the reason for return.
3. Prepare the package. GLS courier will arrive at selected address with return label and pick up the parcel. The document which confirms the date of pick-up will be downloadable from the return details of your order status.
Do I have to pay to return my order?
You can return your purchase completely free of charge. To learn more about our return policy, click here.
I have ordered the wrong size/item/color. Can I exchange the item(s)?
The exchange of the item via courier or in the store isn't possible, but you can return your item for free via courier and place a new order.
Where can I find the return label?
The courier will bring the return label when picking up your return.
I have submitted a return request but then I changed my mind and now I want to keep the items, what can I do?
If you would still like to keep the products, please contact GLS and cancel the scheduled pick-up.
Can I return several different orders in the same delivery?
Please return each order separately with the corresponding return label for the refund to be processed correctly. If you have any doubt regarding the return of your package, feel free to contact our Customer Service (hello@falconeri.com).
How and when will I receive a refund for the goods returned via courier?
The refund will be made as soon as possible, no later than 14 days from your return request (provided that we have received the returned items or that you have given us a proof of having sent them to us) or alternatively, after you delivered the returned products to the courier.
The time it takes to see the refund appear in your account may depend on your credit or debit card company.
The time it takes to see the refund appear in your account may depend on your credit or debit card company.
How will I receive a refund if I paid my order with cash on delivery?
As soon as you receive an email about the arrival of your return at our warehouse you will send an e-mail to hello@falconeri.com, where you will provide your order number and your bank account details (IBAN and beneficiary name). Refunds will be made within 14 days of sending your e-mail.
How will I receive my refund if I paid with a Gift Card / e-Gift Card?
In this case, we ask you to contact us on hello@falconeri.com and provide us with your bank account details. The refund will be made in the shortest possible time and will not take longer than 14 days.
It's been 14 days and I still haven't received my refund, what can I do?
Contact us at hello@falconeri.com and we will resolve the matter as soon as possible.
In case of a return, will I always be refunded the initial shipping costs?
The initial shipping costs you have paid will only be refunded when you have returned all the items in your order. Therefore, if you return only some of the items you ordered and keep others, the initial shipping costs will not be refunded.
