Returns and exchanges
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What's your online return policy?
Purchases made online can be returned within 30 days of delivery. You will need your order number and the ship to zip code.
You are able to return your item to the original form of payment.
Please email to process your return. A complimentary return label will be sent to you.
NO EDITS OR CANCELLATIONS can be made to returns once placed. Returns from different orders cannot be combined. Should you have any issues with your return please email. Returns are processed daily. Once received you will be issued your refund or credit via email confirmation.
You will generally receive your refund within 48 hours of the return package being marked as delivered. Returns can take up to 7 business days during peak season and depending on your bank. All returns are processed back to the original method of payment.
All items marked as final sale cannot be returned or refunded. -
Can I exchange items purchased online?
Please complete a return on the item or items via mail. You will be refunded in the original form of payment. Simply place a new order for the product you wish to purchase.
Orders and shipping
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When will my order ship?
All in-stock orders are processed as quickly as possible but can take up to 48 hours to ship. If you place an order after 1pm CST on a Friday, your order will be fulfilled on that following Monday. Please keep in mind that this may change or be delayed during holidays and holiday weekends or due to inclement weather. -
Can I cancel or change my order/shipping address?
An order cannot be cancelled after it has been placed and you have confirmation. We are not able to make any exceptions. Additionally, we are not able to edit or modify orders in any way after they have been placed, including shipping address. If you made a mistake in your order, please email when you receive it and we will work out a return or other solution. -
What shipping company do you use for shipping?
Orders are shipped via DHL, FedEx or USPS depending on the quickest delivery method for your address. Once your order has shipped, you will get a confirmation email with tracking. Please note tracking can take up to 24 hours to show movement. If you received a DHL tracking number, on the DHL tracking page, be on the lookout for the link to the USPS tracking number in which your package will be delivered. -
Where is my order?
Once your package has left our fulfillment center you will immediately receive a shipping confirmation which allows you to track the package right to your door. If you have not received the email (please do check spam/junk/promotions folders), kindly email so that we may look into this for you. *tracking can take up to 8 hours to populate -
I am unable to locate my package.
Should your package declare a delivery confirmation but you are unable to locate it please email us immediately and we will be able to assist you. Any order reported missing 14 days after delivery receipt will not be eligible for a replacement, refund or resolution. Please do not file a claim directly for your missing package. Our Client Experience Team will be able to assist with this process. Filing a claim independently will affect your resolution process and may alter our ability to replace or refund your missing items. -
What if an item arrived broken or damaged?
Please email and include a photo of the item and a description of the damage. All damages need to be reported within 2 weeks of delivery receipt. Please keep our environment in mind, and respect that we only send out replacements if a product is damaged to the point that it is unusable. -
What if I was sent the wrong item or something is missing from my order?
Please contact with your order number and our Client Experience team will remedy this for you and make sure you receive the correct items. -
Why do I have to sign for my package?
Follain wants to ensure every order you make is safely and securely delivered to you. For this reason, all orders with a value of $500 and over will require a signature for delivery. Should you not be there to sign for your package, please find information in the links below on how to obtain your package. Package Sent USPS/DHL: https://www.easyship.com/blog/usps-signature-required Package Sent FedEx: https://www.fedex.com/en-us/delivery-options/signature-services.html If you need any further assistance please email. -
How much does shipping cost?
All orders over $35.00 after discounts have been applied, ship for free. Orders under $35.00 will incur an $8.50 shipping charge for DHL, FedEx or USPS ground transportation. -
Where do you ship? Do you ship Internationally?
We ship within the United States including Hawaii and Alaska. At this time, Follain does not ship Internationally or to Puerto Rico, Canada, Micronesia, Guam, Northern Marina Islands, Palau or US Virgin Islands.
We now ship to PO Boxes. -
May I use a Forwarding Service?
At this time, we are not able to ship any orders to Freight Forwarding Services. -
What forms of payment do you accept?
Follain accepts all major credit cards, PayPal, and Shopify Payments.
Other
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Are the products you carry cruelty free?
Yes, all the products we carry are cruelty free.
