Refund policy

Return & Refund Policy

Effective Date: September 3, 2026

At Falala Sweater, we want you to be satisfied with your purchase. Because our products are made specifically for each order, our return and refund policy is designed to account for the custom-made nature of our products while providing support when an item arrives with a problem.

1. Made-to-Order Products

Our products are made to order after a customer places an order. For this reason, we generally do not accept returns simply because of a change of mind, personal preference, or an incorrect size selection.

If there is a problem with the product we made or with the condition in which it was delivered, please contact us so we can review the issue and determine the appropriate solution.

2. Order Changes and Cancellations

Customers may request an order cancellation or modification within 12 hours of placing the order.

After the 12-hour period, an order may have already entered the production process. Therefore, cancellation or modification requests submitted after this period may not be accepted.

If you need to make a change to your order, please contact us as soon as possible.

3. Items That Are Not Eligible for Return

Due to the made-to-order nature of our products, we generally cannot accept returns or refunds for:

  • Selecting the wrong size

  • Personal color preferences

  • Design preferences

  • Change of mind

  • Ordering the wrong product

We encourage customers to carefully review product information, available sizes, colors, and design details before completing their purchase.

4. Damaged, Defective, or Incorrect Products

We stand behind the quality of the products we produce.

If you receive an item that is:

  • Damaged during delivery

  • Defective

  • Different from what was ordered

  • Printed or manufactured incorrectly

  • Affected by a significant production or quality issue

please contact our customer support team.

After reviewing the information and photos provided, we may offer a replacement or refund, depending on the circumstances. When appropriate, a replacement will generally be offered at no additional cost to the customer.

5. Refunds and Replacements

Refunds are considered when an order has a verified issue that qualifies under this policy.

Depending on the situation, the available resolution may include:

  • A replacement item at no additional cost

  • A partial refund

  • A full refund

The resolution will depend on the nature and severity of the issue.

For qualifying production defects, incorrect items, or significant damage that occurred during shipping, customers will not be required to pay additional costs for a replacement.

6. Reporting a Problem

Please contact us within 30 days from the date your order was delivered if you believe there is a problem with your purchase.

To help us investigate the issue, please provide:

  • Your order number

  • A brief explanation of the problem

  • Clear photos showing the issue

  • Any other relevant information that may help us review the claim

Claims submitted after the 30-day period may not be eligible for a replacement or refund.

7. Lost or Undelivered Packages

If a package is confirmed as lost by the shipping carrier, please contact us so we can assist with the order.

For confirmed lost packages, we will generally arrange a replacement at no additional cost.

If a replacement cannot reasonably be provided, we may issue a refund for the affected order.

Please note that tracking information and carrier status may be reviewed before a package is considered officially lost.

8. How to Contact Us

If you need assistance with an order, please contact:

Falala Sweater Customer Support
Email: support@falalasweater.com

Please include your order number and relevant details about the issue so our team can review your request as efficiently as possible.

9. Business Information

This Return & Refund Policy applies to purchases made through Falala Sweater.

Legal Business Name: Falala Sweater LLC

Business Address:
1001 S Main St Ste 600
Kalispell, MT 59901
United States

Falala Sweater LLC is responsible for processing customer support requests, replacements, and refunds in accordance with this policy.