All sales are final. FELVO does not accept returns or exchanges. We cannot take an item back because you changed your mind, because you want a different size or colour, or because it does not suit your space. Please check the size, colour and dimensions on the product page before you order. If anything is unclear, email support@felvo.shop before you buy and we will answer.
This is the case we refund. Email support@felvo.shop within 7 days of delivery with your order number and photographs.
The photographs need to show two things: the damage itself, and the outer packaging the item arrived in. They do not have to be taken at the moment you open the parcel. Please keep the packaging until the claim is settled, because it is often what shows where the damage happened.
If an item needs assembly and you only find the damage while you are assembling it, stop there and photograph it. That is covered, as long as you write to us within the same 7 days.
Once we can see the damage in your photographs we refund you in full, or send a replacement if you prefer. You do not need to send anything back to us.
We issue an approved refund to your original payment method within 7 business days of accepting your claim. Your bank usually takes a further 5 to 10 business days to show it.
If your order has not been dispatched yet, we can cancel it and refund you in full. Once it is with the carrier we cannot recall it.
You can also cancel for a full refund if we tell you we cannot ship within the window shown when you ordered. That is set out in our Shipping Policy.
Email support@felvo.shop. We reply within 2 business days.