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 is not 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 would 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 or custom-named items | No, unless defective or damaged in transit |
| Limited edition or 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 or 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, meaning 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
- Email us at feltora@dekulture.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, ideally in the original packaging, 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 or 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 to 5 business days
- Bank or card issuer processing: a further 3 to 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 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, which you will need to create, rather than a refund to the original purchaser. Please contact us at feltora@dekulture.com and we will handle this discreetly.
9. Arrived Damaged in Transit
If your order arrived damaged, whether a crushed box, a broken wire armature, or felt that has been compressed in a way that has not recovered, please:
- Take a photograph of the outer packaging and the item before doing anything else.
- Email us at feltora@dekulture.com within 14 days of delivery with your order number and the photos.
- We will assess and either send a replacement immediately, offer a refund, or for minor issues advise on reshaping. Felt is forgiving, and most minor compressions self-correct with a gentle steam.
We do not require you to return a transit-damaged item. Please keep it until we advise otherwise.
10. Item Defective or Not as Described
Each piece is inspected before it leaves us, but hand-made items occasionally have small idiosyncrasies. We distinguish between:
- Handmade variation: slight differences in shape, a stitch that sits differently, minor colour variation between batches. These are expected and noted in our product descriptions. They are not defects.
- Genuine defects: a wire that has snapped, felt that is separating, or a piece that materially does not resemble what was shown. These are rare, but if one reaches you, we will replace it.
Contact us at feltora@dekulture.com with a photo and we will respond within 2 business days.
11. Missing Items
If something is missing from your order, whether an item not included or a gift note we said we would write, contact us within 14 days of delivery. We will dispatch the missing item at no cost, or refund it if it is no longer available.
12. Our Guarantee
We stand behind every piece for 90 days from the date of delivery against manufacturing defects. After 90 days, we assess issues case by case. A piece that has developed a fault through normal, careful keeping will still be looked at.
We make pieces meant to come out of the box every year. If one fails in that mission through no fault of the owner, we want to know about it.