Refund policy
1 Our Return Philosophy
FELTORA pieces are made to be kept. We put a great deal of care into every order — which is why we hope you will love what you receive. If something isn't right, we will make it right.
We offer a 30-day return window from the date of delivery for most items. No hard sell, no questions you'd rather not answer — just a warm process.
2 What Can Be Returned
| Item Type | Returnable? |
|---|---|
| Standard product in original condition | Yes — within 30 days of delivery |
| Gift sets (unopened) | Yes — within 30 days of delivery |
| Gift sets (opened) | Yes, if unused and all components present |
| Personalised / custom-named items | No — unless defective or damaged in transit |
| Limited edition / dated annual drops | No — unless defective (these are made in finite numbers) |
| Items marked as final sale | No — communicated clearly at point of sale |
| Gift wrap / gift note service (once applied) | No — but the product itself remains returnable |
3 Condition Requirements
To be eligible for a return, items must be:
- Unused and in their original condition.
- Free from damage, staining, or alterations not present at delivery.
- Returned with all original packaging where possible (the kraft box and story insert).
Please handle all felt pieces with clean, dry hands. Wool felt is robust but should not be handled roughly or got wet before a return.
4 How to Start a Return
To begin a return:
- Email us at returns@feltora.com with your order number and a brief note about the return reason.
- We will send you a return authorisation and, where applicable, a prepaid return label within 2 business days.
- Pack the item carefully (original packaging is ideal) and drop it with the carrier shown on your label.
- Once we receive and inspect the item, we process your refund within 5 business days.
5 Return Shipping Costs
| Return Reason | Who Pays Return Shipping? |
|---|---|
| Changed mind / wrong choice (standard items) | Customer pays return shipping |
| Item arrived damaged or defective | FELTORA provides a prepaid label at no cost |
| Wrong item sent by us | FELTORA provides a prepaid label at no cost |
| Item significantly not as described | FELTORA provides a prepaid label at no cost |
6 Refunds
Approved refunds are issued to your original payment method. Processing time after we receive and inspect the return:
- FELTORA processing: 3–5 business days.
- Bank / card issuer processing: a further 3–10 business days depending on your bank.
We refund the item price. Original outbound shipping is not refunded unless the return is due to our error. Duties and taxes collected at checkout may or may not be refundable depending on the market — we will advise at the time of return.
7 Exchanges
We are happy to exchange an item for a different piece of the same or different value:
- For equal-value exchanges, no additional payment is required.
- For a higher-value exchange, you pay the difference.
- For a lower-value exchange, we refund the difference.
To start an exchange, follow the same process as a return (2.4) and specify the item you would like instead.
8 Gifts Returned Without a Receipt
If you received a FELTORA piece as a gift and would like to return it, we can issue a store credit to your account (you will need to create one) rather than a refund to the original purchaser. Please contact us at care@feltora.com and we will handle this discreetly.