Frequently Asked Questions (FAQ)

Have a question? Below you'll find answers to the queries we receive most frequently. If you can't find the information you're looking for, feel free to reach out to our team at info@falolo.co.uk.

Shipping & Delivery

1. What is your shipping policy?

Falolo provides free standard delivery on all orders across the United Kingdom. Every order is carefully packed to ensure your items arrive safely and in perfect condition.

2. Do you deliver to pickup points or parcel lockers?

Currently, we deliver exclusively to valid residential or commercial street addresses provided during checkout. We cannot ship to collection points, parcel lockers, or PO Boxes.

3. What are your handling and shipping times?

  • Order Cut-off Time: 18:00 (GMT)

  • Handling Time: 1 - 2 business days (Monday – Friday)

  • Transit Time: 5 - 7 business days (Monday – Friday)

  • Total Estimated Delivery: 6 - 9 business days

4. How can I track my parcel?

Once your order has been dispatched, you will receive a shipping email containing a tracking number. You can use this code on our dedicated 'Track Order' page or directly on the courier's website to check your delivery status.

5. Which delivery carriers do you use?

We partner with trusted UK shipping couriers including Royal Mail, Evri, and DHL to ensure secure and timely fulfillment.

6. What should I do if my shipment is delayed or lost?

If your package has not arrived after 9 business days, please check the status using your tracking link. If there are no updates, contact us at info@falolo.co.uk. If a package is confirmed lost, we will immediately offer a free replacement or a full refund.

7. What if my product arrives damaged?

If your item arrives damaged, please email info@falolo.co.uk within 30 days of receipt. Include your order number along with clear photos of the damaged merchandise and the shipping packaging so we can resolve the issue swiftly.

Returns & Refunds

8. How do I initiate a return?

If you are not satisfied with your purchase, you can request a return within 30 days of receipt by emailing info@falolo.co.uk. All returned products must remain unused, unworn, and in their original packaging with all labels attached.

9. Can I cancel my order?

Order cancellations are accepted within 12 hours of purchase. Please email info@falolo.co.uk as soon as possible. If your order has already entered dispatch, it cannot be cancelled and must be returned following our standard return instructions upon arrival.

10. How long does it take to process a refund?

Once your return is delivered to our facility and inspected, we process refunds within 7 business days. You will receive an automated confirmation email once the transaction is issued back to your original payment method.

11. Who pays for return postage?

  • Defective or Incorrect Items: Falolo covers all return shipping costs.

  • Change of Mind / Sizing Issues: The customer is responsible for covering return postage fees.

Payments & Security

12. Which payment methods are accepted?

We accept the following options at checkout:

  • Credit/Debit Cards: Visa, Mastercard, American Express, Maestro

  • Digital Wallets: Apple Pay, Google Pay

13. What currency will I be charged in?

All prices and transactions on our site are processed in British Pounds (GBP / £).

14. Is my payment details and data secure?

Yes, completely. Our store utilizes 256-bit SSL encryption to protect your data. Falolo does not store your card details, as all transactions are securely handled by PCI-DSS compliant payment providers.