The quality of what you receive matters to us. Because we sell cosmetic and skincare products, the following applies.
For hygiene and safety reasons, we don't offer refunds or exchanges once an order has been confirmed, paid for, and dispatched. If you collect in store, please check your items before you leave the shop.
Please inspect your order at the point of delivery. If an item arrives damaged, defective, or is not what you ordered, tell the delivery person and contact us the same day at orders@filsora.com or WhatsApp 0758 225 249, with a photo. Each case is reviewed individually. Where valid, we'll put it right in this order: first a replacement of the same item; if that's out of stock, an equal-value swap or store credit; and a refund only if none of those work for you.
Skincare can occasionally not agree with someone. A reaction to a product that was supplied correctly and is authentic isn't a fault, so it isn't refundable. We always recommend patch-testing a new product first, and we're happy to help you choose something gentler next time — just message us.
Everything we sell is sealed and sourced from authentic suppliers. If you ever have a concern about a perfume, you're welcome to check the batch code with us and we'll gladly help you verify it.
Orders that can't be delivered because of an incorrect address, or that go unclaimed, are not refunded. Any re-delivery may attract a further delivery fee.
Questions about a return or a damaged item: orders@filsora.com or WhatsApp 0758 225 249.
This policy doesn't affect your statutory rights where goods are genuinely faulty.
