We are confident you will love your Faller jewellery, but should you have made the wrong selection you can return your item within 14 days and we will be happy to arrange an exchange or a full refund for you. We regret that we are unable to refund for any delivery costs.
Bespoke items, special sizes and items personalised by engraving are special orders, this means that we do not carry the specific item as standard stock, therefore the item will be made especially for you; because of this, the piece of jewellery cannot be exchanged or returned under any circumstances.
If you return something because of an error on our part or because it’s damaged or defective, we will refund the cost and your return postage costs. We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
Should you wish to cancel an order before despatch, please contact us on +44 (0) 28 71362710 or [email protected] as soon as possible and we will refund you in full. This does not apply to Special Orders, non-standard sizes or bespoke items, which are not eligible for cancellations, returns or refunds.
Returns will only be accepted providing they are accompanied by a valid receipt or recognised proof of purchase. Goods can only be returned if they are in their original merchantable condition including all packaging. We strongly recommend all customers to check their purchase thoroughly upon delivery before disposing of any original packaging.
If you wish to return an item please email [email protected] or call us on +44(0)28 71362710, stating the reason for your return, and pack your parcel securely in the original Faller box. We strongly recommend you use recorded delivery or another secure method of delivery for this. Please note that we do not accept liability for non-delivery of returned goods if unsecured methods are used. The return address is stated on the paperwork supplied with your goods.
For security reasons, we do not store customer credit/debit card details at Faller. Therefore, on the receipt the goods, we will contact you by phone and ask for your card details in order to arrange the refund via the original payment method. It may take 5 to 7 working days before your transaction appears on your statement – this depends on the speed at which your card issuer processes this. All undamaged correctly returned products will be credited to the original purchaser’s credit card. Alternatively, you can request a Faller credit note that can be used against any future purchase at faller.com or in store.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the refund appears to be late or missing please first check your bank account or contact your credit card company. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
