Customer Care
We want you to love your knitwear.
Our team is here to ensure your experience is smooth and enjoyable.
If you ever have questions or concerns about your order, don’t hesitate to reach out to us.
Returns & Exchanges
Exchanges
We’re happy to offer exchanges on our knitwear.
If you’d like to make an exchange, please contact us within five working days of receiving your order.
Refunds are only offered on items that arrive damaged. Once we have received your return, we will reimburse you in full.
If you are unhappy with your purchase, please advise us upon receipt if you wish to exchange. Any extra postage costs incurred in an exchange are payable by you, and return of the new item is subject to receipt of these costs.
Returns
For returns, items must be posted back within ten days of receipt to receive a full refund.
Returns received after this period will be issued as a Filò gift card, valid for six months from the date of issue.
If you wish to purchase using your gift card, please contact us before making a purchase.
Faulty Items
Returns of faulty items will only be accepted if the goods were faulty when delivered.
We carefully check every item before sending, and all returned items are inspected.
Items deemed to be subject to fair wear and tear will not be accepted as faulty.
If a replacement is available, we will provide one upon request.
Important Notes
Returns and exchanges outside the specified time frames will not be accepted.
Except where the item is faulty, you are responsible for arranging and paying for the return of products.
International customs duties and sales taxes are non-refundable.
Returns will only be accepted if goods are returned in the same condition as delivered, with tags intact and unworn.
If you realize you’ve ordered the wrong item, we can cancel your order prior to shipment.
Notify us immediately to arrange a cancellation and refund.
Shipping
Production & Dispatch
Our knitwear pieces are individually crafted, and are dispatched within two to three weeks of order.
If your order includes multiple items, all pieces will be shipped together once ready.
Delivery Times
Estimated delivery times after dispatch are:
Europe: 5–7 days
International: 5–12 days
If your order is a gift or needed by a specific date, please add a note at checkout — we will do our best to accommodate your request within our production schedule.
Shipping Fees & Responsibility
Shipping fees are calculated at checkout.
We are not responsible for lost or damaged parcels.
Orders are shipped from Portugal (EU).
Customs duties or import taxes are the responsibility of the customer.
VAT (....%) is included in all prices.
Gift Cards
Gift cards are available in electronic and physical formats and are valid for six months from the date of purchase.
Each card includes a unique code that can be redeemed online.
If your order exceeds the card balance, you may pay the difference using another method.
Any remaining balance will stay active for future purchases.
Gift card balances cannot be refunded or exchanged for cash, and multiple gift cards may be used in a single transaction.
Knitwear Care
With proper care, your knitwear will last a lifetime.
Wool is naturally antibacterial, so frequent washing isn’t necessary — simply air your knits regularly and spot clean when possible, washing only twice a year to refresh the fibres.
Hand Washing
Use lukewarm water and a mild wool detergent.
Soak for 10 minutes, rinse, gently press out excess water, roll in a clean towel, reshape, and lay flat to dry.
Machine Washing
If needed, use a wool or delicate cycle with cold water and a gentle spin.
Remove promptly and dry flat.
Avoid dry cleaning.
Storage
For long-term care, store knits in a breathable bag or box, or wrapped in acid-free tissue.
Always clean before storing, and place natural moth repellents nearby like lavender and cedar(not directly on the garment).