Refund policy

Last updated: July 13, 2026

Thank you for shopping with Faelle. Please read this policy carefully before making a purchase.

No Returns on Opened or Used Products

Due to the personal and hygienic nature of skincare products, we do not accept returns on any items that have been opened, used, or removed from their original packaging. This policy protects the health and safety of all our customers and is standard across the skincare industry.

Damaged or Defective Items

If your order arrives damaged or defective, we will provide a replacement or full refund. To qualify:

  • Contact us within 7 days of delivery at saulamartin16@gmail.com.

  • Include your order number and clear photo or video evidence of the damage/defect.

  • Once verified, we will send a replacement at no additional cost or issue a full refund to your original payment method.

Wrong Item Received

If you receive an incorrect item (not what you ordered), we will send the correct item free of charge. To qualify:

  • Contact us within 7 days of delivery at  saulamartin16@gmail.com.

  • Include your order number and a photo of the item received.

  • No return of the incorrect item is required unless otherwise requested.

No Change-of-Mind Returns or Refunds

We do not offer returns, exchanges, or refunds for change of mind, incorrect selection, allergic reaction, or dissatisfaction with results. Please review product descriptions and ingredient lists carefully before purchasing. If you have questions about a product's suitability for your skin, contact us before ordering at  saulamartin16@gmail.com.

Sale and Discounted Items

All items purchased on sale, with a discount code, or during a promotional event are final sale and not eligible for return, refund, or exchange, except in cases of damage, defect, or incorrect item as outlined above.

Order Cancellations

Orders may be cancelled for a full refund only if the request is made before the order has shipped. Once an order has shipped, it cannot be cancelled, and the above return terms apply.

Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to reflect the refund on your statement. We do not offer cash or store credit refunds unless specifically stated.

Shipping Costs

Original shipping costs are non-refundable, except in cases where the item arrived damaged, defective, or incorrect due to our error. We do not cover return shipping costs, as we do not accept general returns.

Lost or Missing Packages

If tracking shows your order as delivered but you did not receive it, please contact your local carrier first. If the issue cannot be resolved, contact us at saulamartin16@gmail.com and we will investigate on a case-by-case basis.

International Orders

Customers are responsible for any customs duties, taxes, or import fees applied to international orders. These fees are non-refundable, even if a refund is issued for the product itself.

How to Request a Replacement or Refund

To request a replacement or refund under this policy, email  saulamartin16@gmail.com with your order number, a description of the issue, and supporting photos/video. We aim to respond within 1–3 business days.

Changes to This Policy

We reserve the right to update or modify this policy at any time without prior notice. Changes will be posted on this page with an updated revision date.

Contact Us

If you have any questions about this policy, please contact us at:
 saulamartin16@gmail.com