Refund policy

This policy applies to customers in the United States, the United Kingdom, and Australia.

30-Day Return Window

We understand that you were excited about your purchase. If it doesn't feel right for you, you can let us know and request a return within 30 days of when it arrives. Sometimes things just don’t work out, and that’s okay.
To qualify:
  • The item must be unused
  • In original condition
  • All tags must still be attached
If it’s been more than 30 days since your delivery, we’re not able to accept a return.


Return Shipping Costs

Changed your mind? No problem you can return your item.

Customer Remorse
If you would like to return your item due to personal reasons (for example, you changed your mind or prefer a different item), you may return it within our return period.

You will be responsible for the return shipping cost. Once we receive the item and confirm it is unused, in its original condition, and in the original packaging, we will process your refund.

All return requests must be submitted and approved in advance. Return instructions and the return address will be provided after approval.

Damaged, Defective, or Incorrect Item
If the item you received is damaged, defective, or incorrect, please contact us within the return period.

In these cases, we will cover the return shipping cost, and you will not be required to pay any additional fees. Please provide photo evidence so we can review and assist you as quickly as possible.

Once confirmed, we will arrange a replacement or a full refund based on your preference.

How to Start a Return

  1. Email support@faluva.com within 30 days of receiving your order. To streamline the process, please use the subject line: Return Request - Order #[your order number].
  2. Include your order number and reason for return.
  3. We’ll reply with simple steps to help you through the process.
  4. When you send your item back, please use a trackable shipping service so we can both follow its journey.

Return Address

We handle all returns through our fulfillment warehouse to ensure a smooth and secure process. Once your return request is approved, the return instructions and address will be provided via email. For your reference, our return address is as follows:

Store name: Faluva
Office address: 45 W 29th Street, New York, NY 10001, United States
Email: support@faluva.com
Phone: +19177355970

Refund Timeline

Once we receive and inspect your return:
  • We’ll process your refund within 14 business days (Monday to Saturday).
  • Your refund will be returned to the payment method you used.
Sometimes, your bank may take a few extra days to post the refund to your account.

Restocking Fee

We do not charge any restocking fees under any circumstances. All eligible returns are processed without any restocking charges, in accordance with our Return Policy.

Exchanges

If you’d like to exchange your item, just let us know. As long as we have what you need in stock, we’re happy to help.
Reach out to our support team, and we’ll walk you through the exchange process.

Order Cancellations

If you need to cancel your order, please get in touch with us right away.
We can cancel orders as long as they haven’t been processed or shipped.
Once your order is on its way, we’re not able to cancel it.

If you have any questions or simply need a hand, our team is always here to help.
Contact Information
Store name: Faluva
Office address: 45 W 29th Street, New York, NY 10001, United States
Email: support@faluva.com
Phone: +19177355970

Customer Service Opening Hours:
Monday to Saturday - 9:00 to 17:00 (EST)
We aim to respond within 12 hours.