At Feliore, we want every gift to arrive beautifully and bring joy to the person receiving it. If there is a problem with your order or you would like to request a return, please review our policy below.
1. Return Eligibility
You may request a return within 90 days of the delivery date.
To be eligible for a return, the item must:
- Be unused and in its original condition
- Show no signs of wear, scratches, stains, damage, or alteration
- Include all original parts and accessories
- Be returned in its original packaging whenever possible
- Be carefully repackaged to help protect the item during return transit
Feliore reserves the right to refuse a return or issue a partial refund if the returned item does not meet these conditions.
2. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery.
When submitting your request, please provide:
- Your order number
- The email address used to place the order
- A clear description of the issue
- Clear photos or videos showing the product and the issue
- Photos of the packaging and shipping label, when applicable
Our customer support team will review your request and provide an appropriate solution. Depending on the situation, we may offer a replacement, refund, or another suitable resolution.
For fragile items, please keep the product, all packaging materials, and the shipping box until your request has been reviewed.
3. Non-Returnable Items
We are unable to accept returns for:
- Products that have been used, altered, or damaged after delivery
- Products with scratches, stains, broken parts, or other signs of improper handling
- Products with missing parts, accessories, or components
- Products that are returned without sufficient protective packaging and are damaged during return transit
- Gift cards
- Personalized or custom-made products, unless they arrive damaged, defective, or incorrect
Damage caused by misuse, accidental drops, improper handling, improper storage, or normal wear and tear is not considered a product defect.
4. How to Start a Return or Report an Issue
To request a return or report a problem with your order, please visit our Contact Us page and complete the contact form.
Please include your:
- Order number
- Email address used to place the order
- Brief description of the issue
- Clear photos or videos, when applicable
Our customer support team will review your request and provide the next steps, including return instructions and the approved return address when necessary.
Please do not send your order back without contacting us first. Returns sent without prior approval may not be accepted.
5. Return Shipping
If you are returning an eligible item because you changed your mind, ordered the wrong product, or no longer want the item, you will be responsible for the return shipping costs.
Original shipping charges are non-refundable.
We recommend using a trackable shipping service and keeping your shipping receipt until your return has been completed. Feliore is not responsible for returned packages that are lost or damaged during transit.
Because some Feliore products may contain delicate or fragile components, please pack all returned items carefully using the original protective packaging whenever possible.
If the return is related to a damaged, defective, or incorrect item, our team will provide the appropriate instructions after reviewing your request.
6. Refunds
Once your returned item is received and inspected, we will notify you by email about the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method within 5–10 business days.
Original shipping charges are non-refundable unless the refund is related to an error on our part.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
If you have not received your refund after the expected processing period, please contact your bank or payment provider first. You may then contact us at support@feliore.com for further assistance.
7. Exchanges
We currently do not offer direct exchanges for preference-related reasons, such as choosing a different color, style, design, or product.
If you would like a different item, please request a return for the eligible product and place a new order separately.
If your item arrived damaged, defective, incomplete, or incorrect, please contact us at support@feliore.com. After reviewing the issue, we may provide a replacement when appropriate.