Status as of 13 October 2026.
Returns, complaints and exchanges are handled by the Falesia Lima customer service team (ZERIVA sp. z o.o.). We reply to requests on business days, within 2 business days at the latest. We refund the money for returned goods within 5 business days of receiving the parcel or the proof of its dispatch.
Returns – withdrawal from the contract
You may withdraw from the contract within 14 days of receiving the product, without giving any reason. Full instructions: Instructions for Withdrawal from the Contract.
Return procedure
- Inform us of your withdrawal from the contract – by e-mail to info@falesiastore.com or in writing. You may use the “Return Form”, but it is not obligatory.
- Pack the product carefully – in the original packaging if you have it, or in another sturdy box.
- Add the form or a note with the order number and the e-mail address used for the order to the parcel.
- Send the parcel to the return address below – with any carrier, no later than 14 days from the day you send us your statement of withdrawal. You bear the direct cost of returning the goods: the shipping cost of the return parcel is paid by you.
- We refund the full amount paid (delivery to you was free) using the same means of payment that was used for the purchase, unless you expressly agree to another one at no additional cost. We do not charge any fees for handling a return.
When we refund the money
We refund the money within 5 business days of receiving the return parcel or the proof of its dispatch – whichever comes first. The statutory deadline is: no later than 14 days from the day we received your statement of withdrawal from the contract; until we receive the parcel or the proof of its dispatch, we may withhold the refund.
Return address
Falesia Lima – return
ZERIVA sp. z o.o.
ul. Ogniowa 2/5
02-495 Warszawa
Poland
Important information
- The 14-day withdrawal period runs from the day you receive the product. It is enough to send your statement before it expires.
- You may examine and check the product as you would in a shop. If you use it beyond such a check, you are liable for any diminished value – we may reduce the refund by that amount.
- The parcel must be well protected for transport.
Complaints
We are liable for the conformity of the goods with the contract for 2 years from delivery. If the goods do not conform to the contract, you may request repair or replacement. You may request a price reduction or withdraw from the contract (the latter if the lack of conformity is not minor) if we refuse repair and replacement or do not carry them out within a reasonable time, if the lack of conformity persists despite repair or replacement, or if it is so serious that it justifies this immediately.
We reply to a complaint within 14 days of receiving it – if we do not reply within this period, the complaint is deemed accepted. We cover the cost of sending back goods under complaint.
How to make a complaint
- by e-mail to info@falesiastore.com (photos and a short description of the problem, order number),
- by post to the address below.
You may use the “Complaint Form” – it is not obligatory.
ZERIVA sp. z o.o. (Falesia Lima store) – complaint
ul. Ogniowa 2/5
02-495 Warszawa
Poland
Complaint procedure
We decide on the basis of the description and photos. If we need the product to assess the complaint, we will tell you how to send it at our expense – please do not send it before we reply.
If we accept the complaint, you may choose a refund straight away instead of repair or replacement – we transfer it within 5 business days.
Exchanges
Independently of the right of withdrawal, we allow you to exchange a product for another size or colour of the same model within 14 days of receiving the parcel, provided the product is unused.
Exchange procedure
- Request the exchange by e-mail to info@falesiastore.com – give the order number and the variant you would like instead.
- Send the product to the return address above. You pay the cost of sending the product back for the exchange; we cover the shipping of the new product.
We ship the new product within 5 business days of receiving your parcel. If the selected variant is not available, we refund the full amount paid within 5 business days of receiving your parcel.
Contact: info@falesiastore.com, phone +48 575 859 907.