Refund policy

Returns 

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, unwashed, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at hello@furlo.uk and include:

  • Your full name
  • Order number
  • Items you would like to return
  • Reason for return

If your return is accepted, we will provide a free return label along with instructions on how and where to send your package. Items must be posted within 7 business days of receiving the return label.

Items sent back without first requesting a return, or sent later than 7 business days after receiving the return label, may not be accepted.

You can always contact us with any return questions at hello@furlo.uk


Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right as quickly as possible.


Exceptions / non-returnable items

For hygiene and safety reasons, certain items cannot be returned, including:

  • Items that have been used by a pet
  • Items that have been washed or show signs of wear
  • Custom or made-to-order products
  • Sale items and gift cards

If you’re unsure whether your item is eligible for return, please contact us before requesting a return.


Exchanges

The fastest way to ensure you receive the item you want is to return the item you have. Once the return is accepted, you can place a new order separately for the replacement item.


Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 7 business days.

Please note that it may take additional time for your bank or credit card provider to process and post the refund. If more than 20 business days have passed since we approved your return, please contact us at hello@furlo.uk