Frequently Asked Questions
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Returns and Refunds
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.
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?
Place an 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 after the delivery.
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.
You will be refunded via the payment method you used when placing your online order. If you paid for your order with a gift card, we will contact you and issue a new gift card with the amount paid at the time of ordering. Orders paid with a mixed payment method will be refunded to a bank card/PayPal. In case that we are unable to refund the full amount, we will contact you and issue a new gift card for the difference.
In case you ordered with cash on delivery payment method, please send our customer service (hello@falconeri.com) an e-mail with your order number and bank details (IBAN number and account 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 used when placing your online order. If you paid for your order with a gift card, we will contact you and issue a new gift card with the amount paid at the time of ordering. Orders paid with a mixed payment method will be refunded to a bank card/PayPal. In case that we are unable to refund the full amount, we will contact you and issue a new gift card for the difference.
In case you ordered with cash on delivery payment method, please send our customer service (hello@falconeri.com) an e-mail with your order number and bank details (IBAN number and account holder's name) and the amount will be transfered to your bank account. Please kindly note that the store cannot refund you in cash.
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).
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 will contact you and issue a new gift card with the amount paid at the time of ordering.
Orders paid with a mixed payment method will be refunded to a bank card/PayPal. In case that we are unable to refund the full amount, we will contact you and issue a new gift card for the difference.
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.
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