Refund policy

Refund Policy

Falabella Ltd aims to always provide high quality Goods that are fault free and undamaged. On occasion however, Goods may need to be returned. Returns are governed by these Terms and Conditions.

1.1 If you receive Goods which do not match those that you ordered, you should contact Us within 14 calendar days to arrange return. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued 14 days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

 

1.2 If Goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the Goods have been damaged. To return the damaged Goods, please contact Us within 14 calendar days to arrange return. We are fully responsible for paying shipment costs. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

 

1.3 If any Goods you have purchased have faults when they are delivered to you, you should contact Us within 30 calendar days to arrange return. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. We are fully responsible for paying shipment costs. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued 14 days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

 

1.4 Should you wish to return a product as faulty more than 30 days but within six months of the delivery date of the product, we will investigate the fault, and may offer a repair or replacement product, where the fault is considered genuine by our customer services department.  We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will issue replacement Goods at no additional cost to you. We do not accept returns where an item was damaged by wear and tear, an accident or misuse.

Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.

In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use you have made of the item.

We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

 Please contact our customer services department for advice, prior to returning such items. (info@falabellajewellery.com or phone +44 3333 449946).

1.5 After six months of delivery, similar rights exist as in 1.4 above, but only if you can prove that the fault was present at the point of delivery. We do not accept returns where an item was damaged by wear and tear, an accident or misuse.

Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.

In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use you have made of the item.

We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

 Please contact our customer services department for advice, prior to returning such items. (info@falabellajewellery.com or phone +44 3333 449946).

 

1.6 As a consumer based in the UK, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you. If the Goods are delivered to you in installments, the 14 calendar day period begins on the day that you receive the final installment. If you change your mind about the goods within this period, please inform Us within 14 calendar days of receipt. Goods must be returned to Us within 14 calendar days of the day on which you inform Us that you wish to return the Goods. You are responsible for paying return shipment costs if Goods are returned for this reason. Refunds will be issued within a week and in any event no later than 14 calendar days after you return the goods to us and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

 

1.7 Falabella Ltd may not be able to accept returns under the cooling off period of the following types of Goods and/or taking into account the following circumstances:

 

1.7.1 Goods made to your specifications including modifications and resizing or that have been personalised;

 

1.7.2 Goods which are sealed for health or hygiene reasons that have been unsealed after delivery; or goods that cannot be returned for hygiene reasons e.g pierced earrings

 

1.7.3 Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop). Please note that opening packaging does not prevent you from returning Goods.