How to get help when an order arrives with a problem.
Inspect safely
Check the parcel and ceramic items when they arrive. Do not use a chipped or cracked ceramic item. Handle broken material carefully, retain the packaging where safe and keep the item available for review.
What to send
Email service@falquemi.com with your order number, the checkout email, a description of the issue and clear photographs of the item and its packaging where practical. For an incorrect or missing item, describe what you received and what your order confirmation shows. Do not send payment-card details.
How we review the issue
We will review the order details, the evidence you can reasonably provide and any relevant carrier information. We may ask for clarification to establish a suitable resolution. We will explain whether a refund, replacement or another remedy is appropriate, subject to availability and your applicable rights. We do not require you to use an unsafe item while the issue is reviewed.
Returns and cost
Wait for our instructions before sending anything back. If a return is required for a defective, damaged or incorrect item, we will explain the arrangement and the applicable return cost before you incur it. Mandatory rights and remedies apply even where an ordinary change-of-mind return would have different conditions.
A parcel marked delivered
If tracking says delivered but the parcel is missing, check safe delivery locations and whether another person at the address received it. Contact us with the order reference so we can review the shipment and carrier information. A delivery scan alone is not the end of the review.
Reporting and connected policies
Contact us promptly while the delivery evidence is available. Our ordinary return-request window is 30 days after delivery; this does not limit a longer period or another remedy required by law. See our Return Policy and Shipping Policy.