Frequently Asked Questions (FAQ)
Last Updated: [7/5/2025]
Welcome to our FAQ section! We’ve compiled answers to some of the most common questions our customers ask. If your question isn’t listed here, feel free to contact us — we’re happy to help.
ORDERS & ACCOUNT
1. How do I place an order on Feylora.lk?
Simply browse through our product collection, select your preferred size and color, then click “Add to Cart.” Proceed to the checkout page, enter your shipping details, and complete the payment.
2. Can I place an order without creating an account?
Yes! You can place an order as a guest. However, creating an account allows you to track your order history, manage wishlists, and receive exclusive offers.
3. How do I know my order was successful?
You will receive a confirmation email or SMS after your order is placed. This will include your order number and details.
4. Can I cancel or change my order after placing it?
If your order hasn’t been shipped yet, you may contact us within 12 hours of placing the order to request a cancellation or change. Once shipped, cancellations are not possible.
SHIPPING & DELIVERY
5. Where do you deliver?
We currently deliver island-wide across Sri Lanka. International delivery is not available at this time.
6. How long will it take to receive my order?
Delivery timelines (after order processing):
| Location | Estimated Delivery Time |
|---|---|
| Colombo & Suburbs | 1–3 working days |
| Other Cities | 2–4 working days |
| Rural Areas | 3–5 working days |
7. How much is the delivery fee?
- Orders under Rs. 7,500: Rs. 300 (Colombo) / Rs. 400 (Outstation)
- Orders over Rs. 7,500: Free Shipping
8. How can I track my order?
You’ll receive an SMS or email with tracking details once your order has been dispatched. You can follow the courier’s tracking link to monitor delivery status.
9. What happens if I’m not available to receive the package?
The courier will attempt delivery more than once. If delivery is unsuccessful, the item may be returned to us. You may be charged an additional fee for re-delivery.
RETURNS & EXCHANGES
10. Do you offer refunds?
We do not offer cash refunds. However, eligible items can be exchanged or returned for store credit.
11. What are the conditions for a return or exchange?
To be eligible for return or exchange:
- The request must be made within 3 days of receiving the item
- The item must be unused, unwashed, and in original condition
- Tags, packaging, and accessories must be intact
12. Which items are non-returnable?
We do not accept returns for:
- Discounted/sale items
- Items with perfume, makeup stains, or visible wear
- Lingerie or intimate wear
- Items returned without prior approval
13. How do I request a return or exchange?
Contact us +94 77 765 4791
Email us at support@feylora.lk with:
- Your order number
- Item(s) you want to return
- Reason for return and photos (if needed)
14. Who pays for return shipping?
Return shipping is the responsibility of the customer unless the item is defective or incorrectly sent.
PAYMENTS
15. What payment methods do you accept?
We accept:
- Debit & credit cards
- Mobile banking & e-wallets (via Dialog Genie or similar platforms)
- Bank transfers (on request)
16. Is it safe to pay online?
Absolutely. We use secure, encrypted payment gateways and do not store your card or payment information.
17. Yes, we offer Cash on Delivery (COD) for orders delivered within Sri Lanka.
You can pay in cash to the delivery agent when your order arrives.
⚠️ Please ensure that someone is available to receive the package and make the payment at the delivery address.
PRODUCTS & SIZING
18. Are your product images accurate?
We try to represent our items as accurately as possible. However, slight differences in color may occur due to lighting or screen display variations.
19. How do I know which size fits me?
Refer to our Size Guide available on each product page. If you’re unsure, feel free to contact us before ordering for advice.
20. Will a product that is out of stock be restocked?
Some styles may be restocked based on demand. You can use the “Notify Me” feature or follow us on Instagram for restock updates.
ISSUES & SUPPORT
21. What should I do if I receive a defective item?
If you receive a damaged or incorrect product, please Contact us at +94 77 765 4791 within 48 hours of receiving it. We will arrange a replacement or issue store credit.
22. My order is delayed. What should I do?
If your order hasn’t arrived within 7 working days, please contact us. We’ll follow up with the courier and provide updates.
23. I entered the wrong address. Can I update it?
If the order hasn’t shipped yet, contact us immediately to update the address. Once dispatched, changes may not be possible.
STORE POLICIES – QUICK SUMMARY
| Topic | Policy |
|---|---|
| Refunds | ❌ Not offered |
| Exchanges | ✅ Within 3 days (conditions apply) |
| Delivery | 🚚 Island-wide in 1–5 working days |
| Payment Methods | 💳 Cards, Mobile Wallets, Bank Transfer |
| Data Privacy | 🔐 Your data is safe – never shared with third parties |