Clear steps for changing or cancelling an order.
Before dispatch
Email service@falquemi.com as soon as possible with your order number, the checkout email and the change you need. We will check whether the order can still be changed or cancelled. A request is not a confirmation; wait for our written response before assuming a change has been made.
Address and item changes
Check your delivery address and selected items before checkout. We can attempt a correction while the order is being prepared. We will confirm any price difference or additional charge before proceeding. We will not substitute a materially different item without your agreement.
After dispatch
Once the parcel is with the carrier, we cannot guarantee cancellation or a reroute. Contact us so we can review available options. If the item has arrived and you wish to return it, follow our Return Policy instead of sending a parcel without instructions.
Preparation delays
If we cannot dispatch within the stated preparation window, we will provide a revised estimate and the choice to agree to the delay or cancel the unshipped order for a prompt refund, in line with applicable law. A transport estimate begins after dispatch and is separate from preparation.
Cancelled orders and refunds
When an eligible cancellation is confirmed, we will explain the amount being refunded and process it to the original payment method promptly, within any deadline required by law. Your bank or payment provider may take additional time to display the credit. We do not require an additional purchase to receive a refund.
Your rights
This process does not limit mandatory rights relating to delayed, defective, damaged or misdescribed goods. See our Terms of Service and Shipping Policy for the connected order information.