Refund policy

Last updated: September 29, 2026

At Falolo, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer a transparent and hassle-free return policy designed in full compliance with United Kingdom consumer rights laws.

Return Summary Table

Policy Parameter Details
Return Window 30 calendar days from the delivery date
Return Method By Mail only
Return Shipping (Change of Mind) Customer responsibility
Return Shipping (Defective / Damaged) Free (Prepaid shipping label provided by Falolo)
Restocking Fees £0.00 (No restocking fee charged)
Refund Processing Time Within 7 business days after inspection
Eligible Item Condition Unworn, unwashed, and in original packaging with tags attached


1. Statutory Rights & Return Term

While the UK Consumer Contracts Regulations guarantee a minimum 14-day cancellation window, Falolo extends this to a 30-day return policy to provide you with complete peace of mind. You have 30 calendar days from the day your package is delivered to submit a return request.

2. Return Eligibility & Conditions

To qualify for a full refund, all returned merchandise must meet the following criteria:

  • The return request must be initiated within 30 days of parcel receipt.
  • Items must remain in brand-new, unworn, unwashed, and unaltered condition.
  • Products must be returned with all original tags, labels, and original packaging intact.

Non-Returnable Items:

For health and hygiene reasons, certain product types (such as underwear, pierced jewelry, or sealed beauty/personal care products, where applicable) and Gift Cards cannot be returned once opened or used, unless they arrive damaged or defective.

3. Step-by-Step Return Instructions

  1. Contact Support: Send an email to info@falolo.com including your order reference number and the specific item(s) you wish to return.
  2. Receive Authorization: Our customer service team will review your request and send formal return instructions along with the correct return address.
  3. Dispatch Your Package: Carefully pack the item(s) and ship the parcel according to the guidance provided.

Note: Please do not ship items back without contacting us first, as unauthorized returns may result in processing delays.

4. Return Postage Costs

  • Customer Preference (Change of Mind / Incorrect Size): If you wish to return an item because you changed your mind or ordered the wrong size, you are responsible for paying the return shipping costs. We strongly recommend using a tracked postal service (such as Royal Mail Tracked), as Falolo cannot accept responsibility for packages lost in transit.
  • Defective, Damaged, or Incorrect Items: If your order arrives damaged, faulty, or incorrect, Falolo covers all return shipping fees. Email info@falolo.com with photo evidence of the issue, and our support team will provide a prepaid return label.

5. Refund & Reimbursement Schedule

  • Inspection: Once your parcel is delivered to our return center, our team will inspect the item(s) within 3 business days.
  • Approval & Processing: Following successful inspection, your refund will be processed back to your original payment method within 7 business days.
  • Bank Processing: Please allow an extra 3 to 5 business days for your bank or payment provider to process and display the transaction on your statement.

6. Item Exchanges

We do not offer direct product exchanges. If you need a different size, color, or alternative design, please follow our standard return process for a refund and place a new order on our website at your convenience.

7. Value Deductions

In compliance with the UK Consumer Rights Act 2015, if returned items show evidence of handling beyond what is necessary to establish their nature and fit (e.g., missing original tags, damaged packaging, or signs of wear), we reserve the right to reduce the refund amount to reflect the item’s diminished value.

8. Order Cancellations

If you wish to cancel an order after placing it, please contact info@falolo.com within 12 hours of purchase. If your order has already entered our fulfillment pipeline or shipped, it cannot be canceled mid-transit and must be processed as a regular return after delivery.

Return Address:

Falolo

49 Eastpark Close

Manchester M13 9SD

United Kingdom

(Note: Always contact customer support via email before returning any item)

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

Store name: Falolo
Address: 49 Eastpark Close, Manchester M13 9SD, United Kingdom
Email: info@falolo.com
Phone number: +447782384626

Customer Service (Opening Hours):

Monday - Friday: 09:00 - 18:00 (GMT)
Saturday and Sunday: 10:00 – 16:00 (GMT)