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FAQ and customer service

By purchasing products with member pricing, you will be automatically signed up for a :subscription membership. The first 14 days, you will have a “Freemium” membership and on day 14, you will be charged 37.00 EUR, which will be converted 1:1 into credits and deposited into your Falinas account. You can top-up and shop, skip the top-up, or cancel your membership anytime.

Every 14 days, 37.00 EUR will be deducted from your account automatically and be converted 1:1 into credits. That means 1 EUR is equal to 1 credit. You are able to shop using your credits, skip the top up or cancel the membership any time. Note that if you do not skip each top-up, your top-up will occur automatically.

Log into your account and go to “My Account”. Simply scroll to “Cancel Membership” and click “Cancel”. You will receive an email confirmation regarding the cancellation of your membership. Please note that you are not able to cancel your membership within the first 24 hours, but money will not be taken off of your account during that time. Your first VIP payment will occur after 14 days. Should you encounter any issues, feel free to contact us at [email protected]

You can cancel your membership at any time. Simply log in, and cancel your membership. If you experience any issues, please contact us at [email protected] The time of your first email regarding cancellation will be considered to be the moment you cancelled. This also applies if we do not respond in time before money is taken from your account. In that case, we will gladly refund you the amount withdrawn.
Please note that cancelling your membership will not cancel any orders. This includes orders made on our website and participation lots in our contests.

Cancelling your membership will not refund your money and we do not refund membership fees unless you have given notice that you want it cancelled before the trial expired, but was withdrawn an amount anyway. All refunds for returned products will be refunded to the information they were withdrawn from unless anything else is stated through email.

Yes. All products ordered as a member will be delivered to you even if you cancel your membership before it has been sent from us.

From the time that the order is shipped, it should take between 2-7 business days to arrive.

If you wish to return or exchange a product, all you have to do is contact our customer service at [email protected] and we’ll guide you through the process!
Please help us to expedite the process by adding your order no., name, the reason for return or exchange and any additional information to your enquiry. Every product needs to be sent to Falinas ApS, Vesterå 15, 9000 Aalborg, Denmark

Contact us

Email us

You can always send us an email if you have any questions or comments for us and we will reply within 24 hours.

Write us: [email protected]

Chat with us

Get quickly in touch with us! We are ready to answer any question during our opening hours:

Monday - Friday: 9am to 17pm (GMT)
Saturday: 10am to 16pm (GMT)

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24/7 Call us on (+44) 20 4520 0483

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