At Farol, each handmade statement piece is crafted with care to bring art and individuality into your home. Due to the delicate nature of our products and our commitment to sustainability, we encourage thoughtful purchases. If you need guidance in selecting the perfect piece, we’re happy to assist with product details and styling advice.
We understand that sometimes things don’t work out, so we offer store credit or exchanges under the following conditions:
Eligibility for Returns & Exchanges
- A return request must be submitted and approved before sending any item back. After reviewing our conditions, please fill out the Return Request Form or email us at hello@farolatelier.com with your order number and reason for return. Returns sent without prior approval will not be accepted.
- Items must be full-priced. Sale items and limited edition pieces are final sale and cannot be returned or exchanged for any reason, including store credit.
- Returns are only accepted within 14 days from the date of delivery.
- Items must be unused, in original condition, and include all original packaging. We do not accept returns for items that have been used, damaged, or altered.
- Handmade Variation Disclaimer: Due to the artisanal nature of our products, variations in color, texture, minor bubbles, or surface spotting are considered part of the handmade process. Returns will not be accepted based on these unique characteristics.
- Items purchased with a gift card cannot be refunded in cash. Instead, the gift card will be reissued and valid for 3 years.
- Farol reserves the right to request supporting images during the return approval process.
Return Process
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If your item is damaged, please email photos to hello@farolatelier.com after submitting your return request.
- Customer is responsible for return shipping costs. We can assist in arranging a return label but are not liable for returns that are lost or damaged in transit.
- Once a return is approved, the item must be shipped back within 72 hours with proof of return.
- Once we receive and inspect the returned item, we will process a store credit within 10 business days.
Exchanges & Store Credit
- We do not offer cash refunds; only store credit or exchanges for eligible items.
- If exchanging for an item of higher value, the customer is responsible for paying the price difference.
- Customers are responsible for return shipping costs for exchanges. If an exchange is approved, Farol will cover the shipping fee for the replacement item (Switzerland only). International customers must cover both return and reshipment costs.
- Store credit is valid for 3 years from the date of issue and can be used on any item in our shop.
Restocking Fee Policy
- Farol reserves the right to apply a restocking fee for excessive or repeated returns. This helps ensure fairness and sustainability for our handmade business.
Non-Returnable Items
- Custom-made pieces are final sale and cannot be returned or exchanged.
- Used candles cannot be returned or refunded due to the nature of the product.
- Items purchased from third-party retailers must be returned directly to the store of purchase, as we cannot process returns for these orders.
Shipping & Lost Packages
- Shipping costs are non-refundable. If you receive a store credit, the cost of return shipping will be deducted.
- If a package is lost in transit or returned due to an incorrect address, the customer is responsible for paying the shipping fee to resend it.
Order Cancellations
- If you wish to cancel an order, please email us immediately at hello@farolatelier.com. We cannot cancel or refund an order if it has already left our atelier.
Need Help?
If you have any questions about our return policy, please contact us at hello@farolatelier.com or visit our Contact Page.