Refund policy
Return and Refund Policy
We want you to shop at Faylori with confidence. If your order is not right, you can return it through the simple process described below. This policy applies to orders delivered to the United States, Germany and the United Kingdom.
14-day return
You have 14 days from the date your order is delivered to submit a return request.
Return conditions
To be eligible for a return, items must:
- Be unused and in their original condition.
- Be sent back with all original packaging.
How to request a return
- Contact our support team with your order number and the reason for your return.
- Once your request is approved, we will send you return instructions.
- Follow these instructions carefully so your return can be processed without delay.
Items we cannot accept
We cannot accept a return in the following cases:
- The item shows signs of use, or damage that did not occur during delivery.
- The return was sent without our prior approval.
Cancelling your order
You can cancel your order within 2 hours of placing it. After that, your order may already be in processing and can no longer be cancelled.
Return shipping
You are responsible for the cost of return shipping, unless the item you received is defective or not what you ordered.
Damaged or incorrect items
If your order arrives damaged, or you receive the wrong item, contact us right away and include photos of the problem. This helps us resolve the issue quickly.
Refunds
Once your return reaches us, we will inspect the items.
- If the return is approved, your refund will be processed within 7–10 business days of receiving it.
- Refunds are issued to the payment method used for the original purchase.
- Your bank or payment provider may need extra time before the funds appear in your account.
Contact us
If you have any questions, our support team is happy to help and make your return as smooth as possible.
Store Name: Fayloris
Email: info@fayloris.com
Support Hours:
Monday - Friday, 9:00 AM-6:00 PM
Saturday - Sunday, 11:00 AM-4:00 PM
Our team typically replies within 24 hours on business days.
Business Address: 132 Wai Yip St, Kwun Tong, Hong Kong