Refund Policy

You may return most items purchased from falcon-mosaic.com within 30 days of the delivery date. To be eligible for a return, items must be unused, in their original condition, and in their original packaging. Items that show signs of use, damage caused by the customer, or that are missing original packaging materials may not be accepted for return.

Certain items are not eligible for return. These include final sale items (clearly marked as such on the product page), custom or personalized orders, and any item that has been damaged after delivery due to improper handling or use. If you are unsure whether your item qualifies for a return, please contact us at hello@falcon-mosaic.com before sending anything back.

Because many of our pieces are handcrafted artisan goods, we ask that you inspect your order carefully upon delivery and notify us of any issues within 7 days of receipt. Early notification helps us resolve problems as quickly as possible and ensures that your return falls comfortably within the 30-day window.

To initiate a return, please send an email to hello@falcon-mosaic.com with the subject line 'Return Request.' In your email, include your order number, the name of the item or items you wish to return, and a brief explanation of your reason for returning. Photos are helpful and may be required if the item arrived damaged or not as described.

Once we receive your request, our team will review it and respond within two business days with instructions on how to proceed. Please do not ship any items back to us before receiving written authorization and a return address from our team, as unauthorized returns may not be processed.

You will be responsible for securely packaging the item for return. We recommend using the original packaging where possible and adding appropriate protective materials to prevent damage in transit. Falcon Mosaic LLC is not responsible for items lost or damaged during return shipping.

Once we receive and inspect your returned item, we will notify you by email of the outcome of the inspection. If the return is approved, your refund will be issued to the original payment method used at checkout. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or card issuer's processing times.

Refunds cover the purchase price of the returned item. Original outbound shipping charges, if any were applied, are non-refundable unless the return is due to our error or a product defect. We will clearly communicate the refund amount before processing.

Return shipping costs are the responsibility of the customer, except in cases where the item arrived faulty, damaged, or materially different from what was described. In those cases, Falcon Mosaic LLC will provide a prepaid return label or reimburse reasonable return shipping costs.

If you would like to exchange an item for a different product, please contact us at hello@falcon-mosaic.com within 30 days of delivery. We will do our best to accommodate your request, subject to availability of the desired item.

The fastest way to complete an exchange is to return the original item for a refund and place a new order for the item you want. This ensures you secure the new item before it sells out, particularly for limited-quantity or handcrafted pieces. We will guide you through this process when you get in touch.

If a direct exchange is possible — for example, a size or variant of the same product — we will confirm availability and arrange the swap for you. Any difference in price between the original and exchanged item will be charged or refunded accordingly.

If your order arrives damaged, defective, or materially different from what was described on our site, please contact us at hello@falcon-mosaic.com within 7 days of delivery. Include your order number and clear photographs showing the issue so that we can assess the situation quickly.

For confirmed faulty or damaged items, we will offer you the choice of a full refund to your original payment method, a replacement item (subject to availability), or a store credit. We will also arrange return shipping at no cost to you, either by providing a prepaid label or by reimbursing your return postage.

We take quality seriously and review all reports of damaged or faulty goods. Your feedback helps us maintain the standards our customers expect and allows us to address any issues with our suppliers or packaging processes.

If you need to cancel an order, please contact us as soon as possible at hello@falcon-mosaic.com with your order number. We process orders quickly, and cancellations are only possible before the order has been dispatched from our fulfillment location.

If your cancellation request is received before dispatch, we will cancel the order and issue a full refund to your original payment method within 5-7 business days. If the order has already been shipped by the time we receive your request, you will need to follow the standard return process once the package is delivered.

Custom or personalized orders cannot be cancelled once production has begun, as these items are made specifically for you. The product page and checkout process will clearly indicate when an item is custom or made-to-order.

If you have any questions about our Refund Policy or need help with a return, exchange, or cancellation, we are happy to assist.

Please reach out to us at hello@falcon-mosaic.com, by phone at (312) 555-0184, or by mail at Falcon Mosaic LLC, 1247 N. Milwaukee Ave, Suite 3, Chicago, IL 60622.

We aim to respond to all refund and return inquiries within two business days and will work with you to find a fair and satisfactory resolution.