Refund policy

30-day returns

Not quite right? You can return items within 30 days of delivery. Items must be unused, unwashed and in their original packaging, with any tags still attached. For hygiene reasons, items that have been used by your pet can't be returned unless they are faulty. This doesn't limit your EU right of withdrawal described below.

Your right of withdrawal (EU customers)

If you live in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To use this right, tell us clearly that you want to withdraw, through our contact form or by using the model withdrawal form below. You then have 14 days to send the items back. We will refund the amount you paid, including the original standard delivery cost, within 14 days of receiving your withdrawal notice. We may hold the refund until we have received the items back or you have shown proof that you've sent them. You are only responsible for any loss in value caused by handling the items more than needed to check them.

How to return an item

  1. Contact us through our contact form with your order number and the items you want to return.
  2. We'll reply within one business day with the return address and instructions. Please don't send items back without contacting us first, because returns are not handled at our office address.
  3. Pack the items securely and send them with tracking. Keep your proof of postage.

Please note: the return address may be outside the EU. We'll always tell you the address before you send anything.

Return shipping costs

Return shipping is paid by the customer, unless the item arrived damaged, faulty or incorrect. In that case we cover the cost.

Refunds

Once your return arrives, we'll inspect it and let you know within 2 business days whether it's approved. Approved refunds go back to your original payment method within 5–10 business days. If you return your whole order within the 14-day withdrawal period, we also refund the standard shipping cost (standard shipping is free, so this is usually €0). Extra costs for express shipping are not refunded.

Damaged, faulty or wrong items

If something arrives damaged, faulty or isn't what you ordered, contact us within 7 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund, at no cost to you. This doesn't affect your legal warranty rights.

Exchanges

Need a different size or colour? The fastest way is to return the item for a refund and place a new order for the one you want.

Model withdrawal form

(Complete and send this form only if you want to withdraw from the contract.)

To: Furli, support.furli@gmail.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.