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Returns and Refunds
Returns and Refunds

On falconeri.com you can choose 2 different return methods:

1. Return and exchange in store always FREE
2. Return via courier FREE

On falconeri.com you can change your mind and return/exchange the items you are not satisfied with. The return is possible in store and via courier, while the exchange is possible only in store.
Regardless of the return method you choose, you have up to 30 days from the delivery of your order to return the items.

Returned items must be intact and show no signs of use or damage. For more info, consult our RETURN POLICY in art. 7 of the general conditions of sale.

Return and exchange in store

Falconeri offers you the possibility to return or exchange the items purchased online at any Falconeri point of sale in the USA. The return/exchange can be made on several occasions. It is no longer necessary to request the return online, you simply have to go to the store with the items you wish to return.

You can bring the items to the store within 30 days of delivery of the order.

How can I return/exchange items from an online order in a Falconeri store?
If you wish to return/exchange the items in a Falconeri store, follow the steps below:

1. Prepare your package and drop off your items at any Falconeri store in the USA
2. You will have the option to choose between exchanging the item(s) or getting a refund
3. If you opt for a refund, you will have the choice between several refund methods among those accepted at the point of sale where you have decided to make your return.

This is the fastest way to return the items and get a refund as there is no waiting for the returned items to be collected / delivered to the warehouse. Instead, your return is processed as soon as you hand over the items in the store.
How will I receive a refund for my in-store return?
You have the choice between several refund methods among those accepted at the point of sale where you have decided to make your return. The refund method also depends on the payment method:

• For orders paid with credit card or PayPal, you’ll be able to choose between two refund methods: same payment method or a return card
• For orders paid with gift/return card or mixed payment, the refund will be made on a return card.

We would like to point out that the point of sale is not required to return the amount of your return in cash.
When will I receive a refund for my in-store return?
The refund will be issued within 14 days of receipt of the returned items. However, the exact timing will depend on the chosen refund method:

• The refund made on credit card/PayPal will take a few days, depending on the timing of your bank
• The return card will be usable immediately after it's been issued.
Return via courier

Falconeri offers you the possibility to change your mind and return the items you are not satisfied with up to 30 days from the delivery of your order from the comfort of your home, via courier.

We remind you that the exchange service via courier is not possible.

How can I return items from an online order via courier?
If you wish to return the items via courier, follow the steps below:
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. Within 24 hours you can download the return label to stick on the package
4. Contact the courier to collect the package from your chosen address.
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.
Where can I find the return label?
To be able to find and download the label, you must first complete the return procedure. You can do that by accessing the "Follow your order/return" section and clicking on "Return request" button. You will be able to download the label directly from the details of your return after 24 hours. No login is necessary.
I have already filled in the return form online and want to change it, what can I do?
Unfortunately, the online return request cannot be modified after entry: make sure you choose correctly all the items you want to return via courier.
If you wish to return other items that you did not insert in the return request, you can return them free of charge to any Falconeri point of sale in the USA within 30 days of delivery of the order.
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 change your mind and you don’t want to return the items anymore, just leave them out of the return box and we will make the adjustments accordingly. If you decided to keep all of the items you placed on the return request, please do not book a courier pickup. The return request cannot be cancelled but it will not influence your order.
I have ordered the wrong size/item/colour. Can I exchange the item(s)?
The exchange service via courier is not possible. However, it is possible to exchange the items purchased online in any Falconeri store in the USA within 30 days of delivery of the order.
I have received an item I didn't order. What can I do?
If you have received the wrong item, fill in the online return request and choose "Not the item I ordered" as the reason for return. Keep in mind that these items can only be returned via courier.
Can I return several different orders in the same delivery?
Please return each order separately with the corresponding return label in order for the refund to be processed correctly.
How will I receive a refund for the goods returned via courier?
The refund will be made using the method chosen when filling out the online return form. The refund method also depends on the payment method.

• For orders paid with credit card or PayPal, you’ll be able to choose between two refund methods: same payment method or an e-return card
• For orders paid with gift/return card or mixed payment, the refund will be made on an e-return card.
When will I receive a refund for the goods returned via courier?
The refund will be made within the shortest possible time, i.e. no later than 14 working days once the return has been received in our warehouse. It will depend on the chosen refund method and its visibility in your account may depend on your credit or debit card company.
It's been 14 days and I still haven't received my refund, what can I do?
Write to us at hello@falconeri.com and we will check the reasons for what happened.
How will I get a refund for an item purchased using Afterpay?
If you have changed your mind, you can return your Afterpay purchase, and you will be refunded. Afterpay will be notified once your refund is processed. If you have returned an order in its entirety and the full amount of the order is refunded, any upcoming payments will be cancelled and any payments you have already made will be refunded back to the card you paid with. The same principles apply if you’ve returned a portion of an order and received a partial refund. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.
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