Return & Refund Policy

We appreciate your decision to shop with Furlla for your dress purchase. Our goal is to ensure you have a remarkable shopping experience. Should you find yourself unsatisfied with your order, we offer the following return and refund policy:

Return period:

We sincerely wish that you adore your dress! However, if for any reason you are not completely satisfied with your purchase, please feel free to initiate a return or exchange within 7 days of receiving your order.​ 

  • We kindly request that you reach out to our customer service team within 7 days of receiving your item. Be sure to include the specific item you wish to return as well as the reason for the return. ​Items sent back without prior verification from us cannot be accepted.​ You can get in touch with us via email at furllausofficial@gmail.com for assistance.

Return & Exchange Conditions:

  • The product must be in new, unworn condition and in its original packaging.
  • Product labels, tags, etc. must be intact and not cut or damaged.
  • Products that cannot be resold due to use, washing or damage will not be returned or exchanged.

Return process:

  • Initiate a Return: Please email furllausofficial@gmail.com with a photo and/or video of the item and let us know your order number. Our customer service staff will determine if your return request qualifies within 3 business days.
  • Ship the item back: If your return is accepted, we will send you a return address and instructions on how and where to ship the package. (Note: Unauthorized returns will not be accepted, and the address on the receiving package is not the return address). We recommend that you send your return/exchange using a shipping method that provides tracking information and signature, as we are not responsible for lost returns/exchanges.
  • Refund or Exchange: When we receive your return/exchange, we will inspect the item within 3-5 business days and then provide a replacement for exchange or refund.

Return Charge

  • If the return is due to our problems (such as: incorrect products, quality problems of products), we will pay return shipping fee;
  • If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return shipping fee.
  • No restocking fee to be charged to the consumers for the return of a product.

Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 3-7 business days.
  • If you haven’t received the refund within 3-7 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at furllausofficial@gmail.com.
Please Note: we do not refund original shipping costs.


Order Cancellations


We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
  • Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
  • Orders cancelled 24-72 hours after payment: 80% refund + shipping fee.
  • Orders cancelled 72-120 hours after payment: 50% refund + shipping fee.
  • Orders cancelled > 120 hours after payment: Refund of shipping fee only.
  • Once your order has been shipped, it can no longer be cancelled.

 

Should you have any inquiries or issues related to our return and refund policy, please feel free to reach out to us. We are ready to help you.

Email: furllayusofficial@gmail.com
Telephone: +86 173 1526 8706
Address: No. 262, Tinglin Road, Yushan Town, Kunshan City, Suzhou, Jiangsu 215335, China
Working Hours: (Mon-Fri) 9:00AM -6:00PM (UTC+8)