Shipping & Returns
Terms and Conditions
Thank you for shopping with us! We want you to be completely satisfied with your purchase, and we strive to make the shipping and returns process as easy as possible. Please take a moment to review our shipping and returns policies so you know what to expect. By placing an order on our website, you agree to the terms set forth below, along with Falcon Matter's Privacy Policy. If you have any questions or concerns, please don't hesitate to contact us.
Import Charges
We are located and shipping from the EU. Shipping to any country not in the EU is subject to import duties and taxes, please make sure you are aware of them before ordering.
International Shipping
Delivery times can vary depending on the destination of your order and any customs processes involved. While we aim to provide a rough estimate of shipping times below, it's important to note that these are only intended as a guide, and in some cases, orders may take up to a month to arrive. Tracking is available for all orders. You will receive the tracking number once we shipped your order.
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Europe
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Standard shipping: 3-5 working days
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Express shipping: 1-3 working days
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USA (Please allow extra time to clear customs)
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Standard shipping: 7-9 working days
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Express shipping: 1-5 working days
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Rest of the world (Please allow extra time to clear customs)
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Standard shipping: 10-20 working days
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Express shipping: 3-6 working days
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Please note that when importing consumer goods from the EU, you are responsible for paying any VAT, tariff, duty, import taxes, handling fees, brokerage charges, customs clearance charges, or any other fees required by your country. Falcon Matter (the shipper) cannot predict the customs and fee practices of each country, so it's important to be aware that you may be required to pay the full VAT on the declared value of your order, as well as any customs fees charged by your country's postal system. Your local customs office may also require invoices to be submitted. It's important to note that if you decide not to pay the required costs, we cannot issue any refunds.
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At Falcon Matter, we adhere to strict ethical standards and will not falsify customs forms in any way. All documentation will accurately reflect the contents and cost of your order, and we will not misrepresent orders as "gifts", "samples", "educational" items, or show a reduced value. We are committed to following all applicable rules, regulations, and laws, both locally and worldwide. Thank you for understanding and respecting our values.
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If your order has not been received within these times, please contact us. For international orders it sometimes happens that local post office in destination country holds goods without notifying either the customer or us. In this case, it may be necessary to contact your local post service of courier depot for more information.
Warranty and Repair
Our products are covered by a 2-year warranty, unless otherwise specified in the product description. If you need to return a product for repair, please refer to the instructions under "Returns" for more information.
Returns
We want you to be completely satisfied with your purchase, and if for any reason you are not, please let us know so we can assist you. To initiate a return, please inform us within two weeks of receiving your item, and you will have an additional 14 days to return the goods once you have informed us. While you are not required to provide a reason for the return, we appreciate any feedback that can help us improve our services. To be eligible for a return, the item must be unused and in its original condition and packaging. Additionally, you will need to provide a receipt or proof of purchase.
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Shipping
If the item is not faulty, you will be responsible for covering the cost of shipping for the return of the item. Additionally, we advise that you ensure the item is well-packaged to avoid damage during transit, as any damage caused by the courier or postal service you use is not our responsibility. We also strongly recommend that you use basic tracking to ensure the safe arrival of your returned product.
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Refunds
After we receive your returned item, we will promptly notify you of its arrival. We will keep you informed of the status of your refund throughout the process. If your return is deemed reasonable, we will initiate a refund, and you should receive the credit within a few days, depending on the policies of your card issuer.
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Contact Us
If you have any questions regarding the return process, please do not hesitate to contact us for assistance.
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Return Address
Falcon Matter
Franz-Fischer Strasse 26A/0B17
6020 Innsbruck
Austria