Frequently Asked Questions
Shipping and delivery
WHAT SHIPPING METHODS ARE OFFERED?
We currently offer standard shipments.
WHERE CAN I CHECK PRICES AND SHIPPING INFORMATION?
HOW CAN I TRACK MY ORDERS?
We will give you a tracking number and within the carrier page you will be able to track your order.
CAN I SEND MY ORDER TO SOMEONE DIFFERENT, TO ANOTHER ADDRESS AND/OR TO ANOTHER COUNTRY?
You can send your order to someone different or to another address and also to another country within the list of countries authorized to send.
What is your warranty policy?
Fallen will guarantee all your products against any manufacturing defect. However, consumers must realize that fallen products are designed and developed specifically for skateboarding and therefore, failing cannot guarantee normal wear and tear of daily use. Send an email to firstname.lastname@example.org to get help with manufacturing defects.
A PRODUCT IS MISSING IN MY ORDER. WHAT SHOULD I DO?
Please contact email@example.com
WHAT ABOUT INTERNATIONAL SHIPPING AND INTERNATIONAL RETURNS?
See section of shipments and changes and returns.
HOW DO I ORDER ONLINE?
You can make an order easily by following these steps:
1. Search, choose and add to the shopping cart your favorite fallen product
2. Select the shipping and payment method to complete the order
3. You will receive confirmation by email
MY ORDER WAS NOT PROCESSED PROPERLY, BUT THERE IS A PENDING CHARGE WITH MY BANK/CARD HOLDER, HAS MY ORDER EXPIRED?
This is probably our most frequent question. The short answer is that if you did not receive an email confirmation from us showing the details of your order, the order was not released from our payment gateway. If there is a pending charge on your card, contact your bank or card holder to remove the pending charge from your account, as there is nothing we can do to reverse it unless the charge has been removed from our payment gateway. Thank you.
HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?
After confirming the order, you will receive a confirmation email generated automatically from our online store Fallen.
YOUR ORDER HAS BEEN MADE. WHAT DOES IT MEAN THAT THE ORDER IS BEING PROCESSED?
Your items will be sent by our warehouse team. Once you have sent your order, you will receive an email with a tracking number. In case of cancellation, you will be notified by email and refunded with the corresponding amount.
I HAVE NOT RECEIVED ANY CONFIRMATION EMAILS. WHAT SHOULD I DO?
First, check your junk Mail filter. If you have not received the confirmation email yet, please contact firstname.lastname@example.org
CAN THE ORDER BE CANCELLED OR MODIFIED ONCE IT HAS BEEN COMPLETED?
Once the payment has been accepted you can no longer modify the order. Please contact faller.
WHAT IS A PROMOTIONAL CODE?
Promotional codes are custom codes, issued on special occasions, that allow you to take advantage of exclusive promotions on services and products offered in the fallen online shop.
CAN I USE MY GIFT CARD AT THE FALLEN ONLINE STORE?
Unfortunately you cannot use a gift card purchased from the physical store on the faller website. We're working to make this possible.
RETURNS AND REIMBURSEMENTS
WHAT IS YOUR WARRANTY POLICY?
Failen will guarantee all your products against any manufacturing defect. However, consumers must realize that fallen products are designed and developed specifically for skateboarding and therefore, failing cannot guarantee normal wear and tear of daily use. Send an email to email@example.com to get help with manufacturing defects.
HOW DO YOU HANDLE RETURNS?
For online purchases from the fallen website, see our Return Policy link.
I HAVE RECEIVED A DEFECTIVE OR INCORRECT PRODUCT. WHAT SHOULD I DO?
Follow the instructions in the section returns.
CAN YOU MAKE CHANGES?
Yes. See Change policy.
I HAVE BEEN REIMBURSED AN INCORRECT AMOUNT. WHAT SHOULD I DO?
Please contact: firstname.lastname@example.org
HOW DO I KNOW THAT YOU HAVE RECEIVED MY RETURNED PRODUCTS?
As soon as we receive your refund we will notify you by e-mail.
I BOUGHT AN ITEM IN A STORE AND IT'S DEFECTIVE, CAN I RETURN IT TO YOU?
We do not accept returns of products purchased in stores. We suggest that you return the defective item in the store where you bought it.
CAN I RETURN ITEMS PURCHASED ONLINE IN A STORE?
No, stores do not accept items purchased from Fallen's online shop. Return the product following our return policy.
ARE THE SAME PRODUCTS SOLD IN THE STORES?
The Fallen online Shop presents the Complete collection.
¿SE VENDEN LOS MISMOS PRODUCTOS EN LAS TIENDAS?
Not at all.
CAN I PERSONALIZE MY FALLEN SLIPPERS?
MY ACCOUNT AND NEWSLETTER
WHAT ARE THE ADVANTAGES OF REGISTERING FOR FALLEN?
If you register in the fallen online shop, you will have many advantages: You can customize and manage your profile, save different shipping addresses, receive promotions and make your online purchase faster.
DO I HAVE TO CREATE AN ACCOUNT TO BUY ONLINE?
HOW DO I CHANGE MY FAIL ACCOUNT DATA?
Log in to "My Account" and click "Edit" where you want to modify your data.
HOW DO I CANCEL MY FAIL ACCOUNT?
Please contact our customer service by writing to email@example.com.
PAYMENTS AND SECURITY ON THE WEB
IS IT SAFE TO BUY ONLINE AT FALLEN?
We guarantee high data protection in our online store fallen. All credit and debit card transactions are processed by Paypal and Stripe.
WHAT ARE THE PAYMENT OPTIONS?
Visit our Payment methods page to see all payment options available.
IS VAT INCLUDED IN THE PRICE?
Yes, prices are published with VAT included.
WHY HAS MY PAYMENT BEEN REJECTED?
Your debit or credit card may have been rejected for one of the following reasons: The card may be outdated. Check the validity of your card. You may have entered some incorrect information. Check that you have successfully filled in all the required fields. You may have exceeded your credit limit. Please contact your bank to verify that you have not exceeded the authorized purchase limit.
AT WHAT AGE CAN I ORDER FALLEN?
The legal minimum age to buy online is 18 years.
I HAVE TROUBLE ACCESSING/BUYING ON THIS WEBSITE.
HOW CAN I BE SPONSORED BY FALLEN?
Do what you do for love if you do, and the rest will happen naturally if you stay dedicated. We have a vast network of retailers, sales reps and distributors who are always looking for new talents, so if you're doing what you like, it's likely that one of them will find out about you sooner or later. Dream big, and follow your dreams! PD Our staff is almost always too busy to watch your video links, so you probably won't see them if you send them. I am sorry.
CAN I HAVE SOME STICKERS?
Right now, we don't have stickers.
HOW CAN I CONTACT FAIL CUSTOMER SERVICE?
You can contact us by e-mail at firstname.lastname@example.org.
I HAVE A STORE AND I WANT TO SELL FALLEN, WHAT SHOULD I DO?
Contact our email@example.com sales department, tell them the city and the state where your store is located.