Terms of service

Shopping online should come with clear expectations.

These Terms of Service explain the conditions that apply when you visit Falyali.com, browse our products, place an order or otherwise use our services.

By accessing Falyali or completing a purchase, you agree to these Terms together with the policies referenced throughout them.

Our online storefront and checkout are powered by Shopify.

1. Scope of These Terms

These Terms apply to Falyali customers and orders across the markets we currently support:

Australia, Belgium, Canada, Spain, France, Italy, Netherlands, New Zealand, Sweden, United Kingdom and United States.

Certain rights or procedures may differ depending on the customer's location.

Nothing in these Terms is intended to remove or restrict mandatory consumer protections that apply to an order.

2. Eligibility and Acceptable Use

You must be at least 18 years old to place an order independently.

Customers under 18 should only make purchases with the involvement and permission of a parent or legal guardian.

When using Falyali, you must not:

  • Use the website for fraudulent, unlawful or abusive purposes

  • Provide information that you know is false or misleading

  • Attempt to interfere with the normal operation or security of the website

  • Introduce viruses, malicious code or other harmful technologies

  • Attempt to gain unauthorized access to accounts, systems or information

  • Misuse promotions, discounts, payments or checkout functionality

  • Attempt fraudulent chargebacks, payment disputes or transaction manipulation

  • Reproduce or commercially exploit protected Falyali content without permission

We may restrict access to our services where reasonably necessary to protect customers, transactions, our website or our operations.

3. Products and Availability

Falyali offers footwear, apparel and related products across a range of styles, sizes, colours and variations.

We make reasonable efforts to present product information clearly and accurately, including:

  • Product names

  • Descriptions

  • Images

  • Sizes

  • Colours

  • Variants

  • Prices

  • Availability

Product appearance may vary slightly depending on factors such as photography, lighting, screen settings and the imagery provided for a particular product.

Customers should review the selected size, colour and variation carefully before completing an order.

Products remain subject to availability.

Adding an item to your shopping cart does not reserve the item, and successful checkout does not prevent an unexpected availability issue from being identified during fulfilment.

During periods of higher demand, an item may sell out before its availability status has fully updated across our website and fulfilment systems. As a result, a product may occasionally appear available when the remaining stock has already been allocated or is no longer available for fulfilment.

Each order is also reviewed during the fulfilment process before dispatch. If the available product does not meet the quality standards required for shipment, we will not knowingly dispatch it simply to complete the order.

Accordingly, if during fulfilment we determine that:

  • The ordered product or selected variant is no longer available

  • Available stock has already been exhausted, and the upcoming one will delay the shipping time

  • The remaining item does not meet the required quality standard for dispatch

  • The product cannot otherwise be approved for fulfilment

the product will not be shipped.

In such a case, the affected order will be cancelled and a full refund will be issued immediately to the original payment method.

Once Falyali submits the refund, the customer's bank, card issuer or payment provider may require additional processing time before the refunded amount becomes visible in the account.

This process is intended to ensure that an unexpected stock issue or a product that does not pass our pre-dispatch checks is not knowingly sent to the customer.

4. Pricing, Currencies and Payments

Prices are displayed according to the market and currency available to the customer.

Falyali supports the following market currencies:

Market Currency
Australia AUD
Belgium EUR (€)
Canada CAD
Spain EUR (€)
France EUR (€)
Italy EUR (€)
Netherlands EUR (€)
New Zealand NZD
Sweden SEK
United Kingdom GBP (£)
United States USD

Payment methods available may depend on your location, device and checkout configuration.

The payment options actually available for a particular order will always be displayed during checkout before the purchase is completed.

The final amount and currency are shown before payment is authorized.

We make reasonable efforts to keep our prices accurate.

If an obvious pricing, currency or technical error affects an order, we may contact you before fulfilment so that the issue can be resolved.

Falyali will not silently increase the amount you authorized at checkout.

Additional payment information is available in our Payment & Billing Policy.

5. Placing an Order

Before completing checkout, customers should review their order carefully.

This includes checking:

  • Product

  • Size

  • Colour

  • Variant

  • Quantity

  • Delivery address

  • Contact information

  • Billing information

  • Currency

  • Final order total

Once an order has been successfully submitted, an order confirmation email will normally be sent to the email address provided during checkout.

Please keep this email.

If you later need assistance with an order, cancellation, return, refund or exchange, replying directly to the original order confirmation email is normally the fastest and easiest way for our support team to identify your purchase.

An order remains subject to successful payment, product availability, security checks and fulfilment requirements.

We may be unable to accept or fulfil an order where, for example:

  • The item is unavailable

  • The product does not pass the applicable pre-dispatch quality checks

  • Payment cannot be authorized

  • Payment is reversed or rejected

  • Important order information is incomplete or incorrect

  • An obvious pricing or technical error has occurred

  • Legitimate fraud or security concerns arise

  • The delivery address cannot reasonably be serviced

  • Fulfilment becomes unlawful or reasonably impossible

If Falyali cancels an order after payment has already been collected because it cannot be fulfilled, a full refund will be issued to the original payment method.

6. Shipping and Delivery

Falyali provides free shipping to its supported destinations.

Our standard delivery structure is:

Shipping detail Falyali
Shipping cost Free
Order cutoff 5:00 PM (UTC+0)
Processing time 1–3 business days
Estimated transit time 7–10 business days
Estimated total delivery time 8–13 business days

There is no minimum purchase requirement for standard free shipping unless a specific promotion or checkout condition expressly states otherwise.

Delivery times are estimates rather than guaranteed arrival dates.

Occasional delays may result from circumstances such as:

  • Carrier disruption

  • Customs processing

  • Weather

  • Public holidays

  • Remote delivery locations

  • Local delivery-network issues

  • Other circumstances outside our reasonable control

Customers will normally receive tracking information once their order has been dispatched.

Complete delivery conditions are available in our Shipping Policy.

7. Cancellations

Falyali does not charge a cancellation fee.

Customers may request cancellation within 4 hours of placing an order.

After the initial 4-hour period, cancellation may still be possible where the order has not yet been fulfilled or prepared for shipment.

Once an order has progressed too far through fulfilment or has already been dispatched, cancellation may no longer be possible.

If the order has already been shipped, the applicable return process will normally need to be followed after delivery instead.

For faster processing, customers should reply directly to the original order confirmation email when requesting a cancellation.

Further details are available in our Cancellation Policy.

8. Returns, Exchanges and Refunds

Eligible Falyali products may be returned within 30 days from delivery.

For voluntary returns relating to matters such as:

  • Change of mind

  • Size

  • Fit

  • Colour preference

the customer is responsible for arranging and paying for return shipping to the authorized return destination.

Falyali charges no restocking fee.

Products being voluntarily returned should remain in an appropriate condition for inspection.

Footwear may be tried indoors on a clean surface to check the size and fit but should not be worn outdoors or used for walking, running, training or everyday use before a voluntary return.

Exchanges are available for eligible products subject to stock availability.

Approved refunds are normally returned to the original payment method and processed within 10 days after approval.

Different procedures apply where an item is confirmed as damaged, defective, incorrectly supplied or otherwise affected by a genuine product or fulfilment issue.

A customer's personal dissatisfaction with a product's appearance, feel, finish, construction or perceived quality does not by itself establish that the product is defective where the item corresponds with the information presented on Falyali.

Such cases may instead be handled as voluntary returns in accordance with our policy.

Please review our Return & Refund Policy for the complete return conditions and procedures.

9. Taxes, Customs Duties and Import Charges

The amount shown at checkout is intended to cover the customer's purchase without requiring separate customs duties, import taxes or customs-clearance charges upon delivery.

Applicable taxes and import-related charges are either included in the product price or handled by Falyali through the fulfilment process.

In rare circumstances, a carrier, customs authority or local delivery partner may request payment of an import-related charge even though the relevant amount has already been covered.

If this occurs, the customer should:

  • Keep clear proof of the charge

  • Keep proof that the amount was paid

  • Contact Falyali support

  • Preferably reply to the original order confirmation email

Once the additional charge has been reviewed and verified, Falyali will refund the eligible amount paid by the customer.

These situations are uncommon and may arise from occasional customs, carrier or logistics-processing issues.

Separate charges independently imposed by a customer's bank, card issuer or payment provider, such as currency-conversion or international transaction fees, are not customs duties or import charges imposed by Falyali.

10. Third-Party Brands and Intellectual Property

Falyali offers products that may carry names, trademarks, logos and other intellectual property belonging to third-party manufacturers or rights holders.

Those names, trademarks, logos and other intellectual-property rights remain the property of their respective owners.

Their appearance on Falyali is used for purposes including identifying, presenting and describing the products available through the store.

Unless expressly stated otherwise, the display or sale of a third-party branded product does not mean that Falyali is sponsored by, endorsed by, officially affiliated with or operating as the official website of the relevant third-party rights holder.

Nothing on Falyali should be interpreted as transferring ownership of third-party trademarks or other intellectual property to Falyali.

Falyali's own:

  • Store name

  • Website design

  • Written content

  • Graphics

  • Layout

  • Original promotional material

  • Other content created specifically for Falyali

may also be protected by applicable intellectual-property rights.

The website may be used for ordinary personal shopping and lawful browsing.

Protected website content may not be reproduced, republished, distributed or commercially exploited without the appropriate permission.

11. Website Information and Third-Party Services

We make reasonable efforts to keep the information presented on Falyali accurate and up to date.

Occasionally, information may contain:

  • Typographical errors

  • Outdated details

  • Incorrect specifications

  • Technical errors

  • Availability discrepancies

  • Other unintended inaccuracies

Where an error is identified, we may correct it.

If a material error affects an order that has already been placed, we will address the issue rather than silently changing the transaction.

Falyali also relies on third-party providers for functions such as:

  • E-commerce technology

  • Payment processing

  • Shipping and fulfilment

  • Fraud prevention

  • Tracking

  • Website functionality

  • Customer communications

Those third parties may operate according to their own terms and privacy practices.

The presence of an external link or third-party service does not automatically mean that Falyali controls, owns or endorses everything offered by that third party.

12. Business Information

Falyali is operated by PRISTELLA GROUP LTD, Company No. 17303091.

Throughout these Terms, references to “Falyali”, “we”, “us” and “our” refer to the business operating Falyali.com under the Falyali name.

Business address:

29 Felton Lane
Winford
Bristol
England
BS40 8AD

This is a business contact address.

It should not be used as a product-return destination unless our support team specifically provides or confirms it as the authorized return address for your case.

13. Privacy

Personal information collected through Falyali is handled in accordance with our Privacy Policy.

Information may be processed for purposes including:

  • Orders

  • Payments

  • Delivery

  • Customer support

  • Fraud prevention

  • Returns

  • Refunds

  • Cancellations

  • Marketing where permitted

  • Required business and transaction records

Our Privacy Policy explains how information is collected, used, shared and protected, together with the privacy choices that may be available to customers.

14. Events Outside Our Reasonable Control

Some events affecting an order may occur outside Falyali's reasonable control.

Examples may include:

  • Major carrier disruptions

  • Severe weather

  • Natural disasters

  • Customs or border disruption

  • Government restrictions

  • Industrial action

  • Significant infrastructure failures

  • Major technology outages

  • Comparable events outside our reasonable control

Where such circumstances affect an order, we will make reasonable efforts to provide relevant information and determine an appropriate way forward.

Nothing in these Terms excludes or limits responsibility where doing so would not be permitted.

15. Customer Responsibilities

Customers are responsible for providing accurate information when placing an order.

In particular, please ensure that:

  • Your email address is correct

  • Your telephone number is correct

  • Your delivery address is complete

  • The selected product and variant are correct

  • Size and colour selections have been checked

  • Payment information is valid

Customers should also monitor tracking information after dispatch and respond where a carrier reasonably requires additional information to complete delivery.

If you notice an error shortly after ordering, contact us as soon as possible.

Although we will try to assist, changes may no longer be possible once fulfilment or shipping has progressed.

16. Fraud, Payment Disputes and Misuse

Falyali may use fraud-prevention and transaction-security systems to protect customers and the store.

Orders may be reviewed where there are reasonable concerns regarding:

  • Unauthorized payment

  • Fraud

  • Account misuse

  • Conflicting customer information

  • Suspicious transaction behaviour

  • Abuse of promotions or payment systems

Customers experiencing a legitimate problem with an order are encouraged to contact our support team so that we have an opportunity to investigate and resolve the matter.

Nothing in these Terms prevents a customer from exercising legitimate rights available through their bank, card issuer, payment provider or applicable consumer protections.

However, deliberately making false claims, submitting fraudulent disputes or misrepresenting an order or delivery may result in appropriate investigation or restriction of future use of our services.

17. Consumer Rights and Applicable Terms

These Terms are intended to describe the conditions under which Falyali operates its online store.

They do not remove consumer protections that cannot legally be excluded or restricted.

Depending on the customer's location and circumstances, mandatory rules may apply to matters including:

  • Online purchases

  • Cancellation or withdrawal

  • Returns

  • Refunds

  • Incorrect or defective goods

  • Product conformity

  • Payment disputes

Where a mandatory consumer protection conflicts with a provision of these Terms, the mandatory protection will take priority.

These Terms are governed by the laws applicable to the business operating Falyali in England and Wales, subject to any mandatory protections available to customers in their country of residence.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted.

18. Changes to These Terms

We may update these Terms where our:

  • Services

  • Policies

  • Website

  • Technology

  • Business practices

  • Applicable requirements

change.

The latest version will be published on Falyali.com.

Updates will not normally rewrite the terms applicable to a transaction that has already been completed unless a different treatment is required or permitted.

19. Contact Falyali

If you have a question regarding these Terms or need help with an order, you can contact our support team.

For order-specific requests, replying directly to your original order confirmation email is recommended whenever possible, as this helps us identify the relevant purchase more quickly.

If you cannot access that email:

Email: support@falyali.com
Phone: +44 7456 059780

Support Hours

Monday to Friday: 9:00 AM – 4:30 PM (UTC+0)
Saturday and Sunday: 10:00 AM – 2:00 PM (UTC+0)

Messages received outside these hours will be reviewed during the next available support period.