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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]

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FAQ and customer service

    • All returns must be sent to this address: Vesteraa 15, 9000 Aalborg, Denmark
    • Falinas offers free returns and refunds.
    • Not 100% satisfied with your recent Falinas purchase? We are happy to accept returns and refund on items that are in original condition and unopened, within 14 days of receiving your order.
    • Any product you return must be in the same condition you received it in and unopened. Returned items must not be used, opened or damaged after delivery. All items will be reviewed individually upon return.
    • For information on how to return your order, check your return slip
    • If the goods are damaged when delivered you can send them back for free and get a full refund.
    • If you would like to change your item for a different color, size or product, please return your unwanted item and place a new order.
    • If your refund is accepted, we will refund the price you paid for your item back to your original payment method.
    • If we receive a returned item in an unsuitable condition, the refund will become void and the item/s will be sent back to you as paid by the company.
    • Due to hygiene reasons, we do not accept returns on any opened products (unless your item arrived damaged or is deemed faulty).
    • The items you wish to return are your responsibility until we receive them. It’s a good idea to get insurance for the value of the items you are returning, and obtain proof of postage.
    • We are not responsible for any items that are returned to us by mistake.
    • Returns usually take 2 weeks to be received and processed. When your return has been processed, a refund will be issued to your original payment method, this could take up to 5 work days. We will keep in touch with you along the way and send you an email once it’s all done.

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 it!
Please help us to expedite the process by adding your order number, name, reason for the return or exchange and info in your enquiry. Every product needs to be sent to: ILS Company ApS, Vesteraa 15, 9000 Aalborg, Denmark

A tracking link will be sent to your registered email address when you have placed an order and received your order confirmation. With this link you can track every step of the delivery. If you experience any errors in the link or if your delivery doesn't move, please contact us at [email protected] and we'll be ready to help!

If the product was damaged at delivery please contact us at [email protected] If possible, please include some pictures of the damaged product and we will take care of the rest.

You can cancel your membership any time you want. You simply log into your account and cancel your membership. Should you experience any problems with this, please dont hesitate to contact our customer service. The time of your first email regarding a cancellation of your membership will be considered the time you cancelled your membership. This also applies if we do not respond in time to cancel your membership before the trial has expired and we will refund any amount withdrawn.
Please notice if you cancel your membership it will not cancel any orders. This includes all orders made on our website and participation lots in our contests.

After you have signed up for your VIP membership you will receive an email. This mail confirms the activation of your account and in this email you will also find a link, where you can create your password. When your password has been created, you will be able to log in to your account in the top right corner. After logging in you will see your account details and your subscription. Simply click on "Change" and "Cancel subscription" and you will receive an email confirmation on the cancellation of your membership. Should you encounter any problems performing the steps above or simply can not log in to your account, please feel free to contact us at [email protected]

We do not bind any members and you can always cancel your membership. Please see the questions "How do I cancel my VIP membership" for further details on how to cancel your membership or contact our customer service at [email protected] for help.

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.

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