Refund policy

Return & Refund Policy

We are committed to quality and want you to feel confident in your purchase. Because many of our items are handcrafted and seasonal, our return policy is designed to be clear and fair while preventing misuse.

1. Parols (Christmas Lanterns)

  • Final Sale: All parols are non-returnable and non-refundable due to their fragile, handcrafted nature.

  • Damaged in Transit: If your parol arrives damaged, you must contact us within 48 hours of delivery with photos of the product and packaging. We’ll work with you on a replacement or refund. Original packaging must be retained for carrier claims.

2. Dog Apparel (Barongs, Dresses, Scarves)

  • Return Window: Returns and exchanges must be requested within 7 days of delivery.

  • Refunds: To qualify for a refund, apparel must be in original condition, clean, free of damage, odors, stains, or excessive pet hair, and returned in its original packaging. Items showing extended wear, damage, or unsanitary condition will not be refunded.

  • Size Exchanges: We know sizing can be tricky. One size exchange per order is allowed within 7 days. Brief try-on for sizing is acceptable, but apparel must be returned in clean, resellable condition without permanent wear, stains, or damage.

  • Non-qualifying Returns: Items that arrive heavily worn, altered, or unsanitary (excessive pet hair, odors, stains) will be rejected without refund and not returned to the customer.

3. How to Start a Return or Exchange

  • Email us at admin@filamconnection.shop with your order number and reason for return.

  • We will provide return authorization and instructions.

  • Items sent back without approval will not be accepted.

4. Shipping Costs for Returns

  • If returning due to sizing or change of mind: customer pays return shipping. Original shipping fees are non-refundable.

  • If the item is defective or incorrect: we’ll provide a prepaid return label at no cost.

5. Refunds

Approved refunds are issued to the original payment method within 5–7 business days after inspection. Your bank or credit card company may take additional time to post funds.
If it has been more than 15 business days since your return was approved, please contact us at admin@filamconnection.shop

6. Final Sale Items

  • Parols (lanterns)

  • Custom or special orders

  • Sale items

  • Gift cards