Return & Refund Policy
If you are not entirely satisfied with your purchase, we are here to help. At Facoles, we want every customer to receive exactly what they ordered. If your item arrives damaged, defective, or incorrect, you may request a return, replacement, or refund within 30 days of receiving your order.
Because our products are made‑to‑order (print‑on‑demand), we cannot accept returns for change of mind, incorrect size selection, or minor color variations. We only accept returns or replacements for qualifying issues described below.
1. Order Modifications or Cancellations
You may modify or cancel your order within 12 hours of placing it. This includes address changes, item adjustments, or full cancellation.
After the 12‑hour window, your order enters our production queue so we can deliver on time. At that point, no further changes or cancellations can be made. By completing your purchase, you acknowledge and agree to this policy.
2. Eligibility for Returns & Exchanges
We accept returns, replacements, and refunds within 30 days of delivery for items that are damaged, defective, or incorrect. To qualify, your item must meet at least one of the following:
- Defective or damaged: the item arrived with clear manufacturing or printing defects (for example, misprint, torn fabric, broken seams).
- Incorrect item: you received the wrong size, color, or design compared to your order confirmation.
- Condition: the item is unused, unwashed, and in the same condition you received it, including original packaging where possible.
We do not accept returns for:
- Change of mind or buyer’s remorse.
- Damage caused by misuse, improper care, or alteration by the customer.
- Normal wear and tear.
- Requests submitted more than 30 days after delivery.
Additional situations
- Lost package: if the carrier confirms that your order is lost in transit, we will resend a replacement at no additional charge. If the shipping address provided was incorrect or incomplete, reshipment fees will apply.
- Damaged in transit: you must provide clear photos or video of the damaged packaging and product as soon as you receive it.
- Returned to sender / unclaimed: if a package is returned because of an incorrect address or failure to pick it up from the carrier, a reshipping fee will be charged before we send it out again.
3. How to Initiate a Return or Replacement
If your item is damaged, defective, or incorrect, please follow these steps within 30 days of delivery:
- Contact our support team
Email (preferred): support@facoles.com Phone: +1 484 445 8167 Please include your Order Number and a brief description of the issue, along with photos if applicable. - Approval and return authorization
Once your request is reviewed and approved, we will send you a Return Authorization and instructions via email. - Pack your item
Print the return authorization, pack the item securely (preferably in the original packaging), and attach any provided label if applicable. - Ship the return
Send the package to our returns facility at:
1001 S Main St Ste 600, Kalispell, MT 59901, United States.
4. Refunds
Once your return is received and inspected at our warehouse, we will notify you whether your refund has been approved or declined.
- Approved refunds: we will process the refund to your original payment method (such as credit card or PayPal) as soon as possible.
- Processing time: it typically takes 1–3 business days for Facoles to issue the refund. Your bank or payment provider may require an additional 3–7 business days for the credit to appear on your statement.
5. Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- Check your bank account again.
- Contact your credit card company or payment provider, as it may take additional time before the refund is officially posted.
- If you still do not see the refund, contact us so we can confirm the status on our side.
If you have completed the steps above and still have not received your refund, please email us at support@facoles.com.