Frequently Asked Questions

As a general rule, the product can be received within 7 days from the date of shipment. If the customer is absent, Yamato Transport will contact you by delivery notice. Please adjust the desired delivery date and time within the pick-up period before receiving the product.

In the following cases, the product will be automatically returned to us.

If you do not contact the contact information listed on the notification of absence.
If your address is not valid.
Orders returned to Furla will be canceled.
Delivery boxes are not available. If you are absent, Yamato Transport will leave a delivery notice.

We also accept delivery to addresses other than your own. However, please note that we do not accept delivery to PO boxes.
Although it is not printed on the slip, the name of the orderer and the delivery address is printed on the purchase statement.

Goods cannot be sent to more than one address. If you wish to ship to multiple addresses, you will need to place separate orders.

A flat shipping rate of ¥770  (tax included)  will be applied. Enjoy free shipping on orders over ¥30,000  (tax included) .​​​
Please note that free shipping is not available for orders paid via Apple Pay.​
We will ship your orders within 3 to 5 business days, excluding weekends and public holidays. Please note that there may be a slight delay due to bad weather or product inventory discrepancies.
At this time, delivery is available only within Japan.

You can specify the delivery time directly at check out.
Delivery times: 8:00-12:00; 14:00-16:00; 16:00-18:00; 18:00-20:00; 19:00-21:00.

Please check your registered e-mail address from your Account information. Please also check your email settings if this is the first time you are receiving an e-mail from us.

The Furla Online Shop aims to provide the highest level of customer satisfaction and the best quality products. If for any reason our products do not meet your expectations, we offer our customers a 14-day return policy from the date of delivery. Return shipping expense is the responsibility of the customer with the exception of orders with incorrect shipment or damaged items. All risks associated with returns belong to the customer. The right to return the product may be exercised exclusively by the customer and under no circumstances by the recipient of a gift. Purchases made during sales, clearance or other promotional periods of products cannot be returned.

Customers are responsible for registering returns online. Steps to complete returns:

1) Click here and enter then email address used when placing your order, as well as the order number associated with the return. Then click the ‘Check status’ button.
2)  The products within the order you made will be displayed. Click ‘Return item (s) ’ and specify the item (s)  you would like to return and the reason for the return. Click ‘Next’.
3)  A final confirmation pop-up will be displayed. Click the option confirming you would like to proceed with the return.
4)  After completing the process, you will receive a confirmation email. Follow the instructions in the email to return the product, please be sure to return the product within 2 days after receiving the instruction email.
Please note: *We recommend using Yamato Transport as the delivery company for returning the product because it will ease the return process, the PDF you will receive in the instructions email will be easily read by Yamato pick-up points. *Be sure to have the ‘inquiry number’ of the courier service handy. You will need it if the package is lost. *When returning an item, please return it with the original packing material from the time of shipment. The return shipping fee is the responsibility of the customer except for orders with incorrect shipment or damaged items. All risks associated with returns belong to the customer *Please note you are in charge of selecting a carrier  (we strongly suggest using Yamato Transport)  and obtaining a return label in order to return any items. Return shipping costs are at your expense and won't be refunded. Please note we inform you that express shipping costs are non-refundable, both for partial or total returns.

Once the returned product arrives at the Furla Online Store and we verify that all return conditions have been met, an email confirming that your return has been accepted will be sent to you.
The refund method depends on the payment method used at the time of purchase.

If paid by Credit Card or Debit Card: The refund will be processed through the credit or debit card used when placing your order. The timing of the refund varies depending on your credit card company and bank.
If paid by Cash on Delivery  (COD) : Our Customer Service team will contact you to arrange a bank transfer of the refund amount to your designated account.

We do not accept replacements or exchanges, unless the product received is confirmed as defective. If you would like a different product, including size and color replacement, please return it and order the desired product again.
For items purchased at retail store locations, refunds are possible if you provide the original receipt  (copy not allowed)  and confirm that the product has not been used within 14 days from the date of purchase. Refunds will be made using the payment method used at the time of purchase. Please note that refunds are only possible at the store where you made the purchase.

Furla outlet stores do not accept returns or exchanges after purchase.
We do not accept returns for products purchased outside of Furla stores.
We accept returns only at the request of the orderer. We do not accept returns from those who receive it as a gift.

Please note that all sale and outlet items may have minor scratches or stains, but they are perfectly suitable for everyday use. As a result, we cannot accept returns or exchanges for these products. 

Yes, Furla offers a one-year warranty on our products (six months for outlet items). Each item comes with optimal care instructions and, if you have any questions, you can contact customer service.
The warranty covers defects in materials and workmanship. For more information, please refer to the Terms and Conditions available on Furla’s website.

If the purchase was made through a reseller, any quality issues must be raised by contacting the reseller directly.

Our quality team carefully checks all our products before dispatchment. However, in case you have received a faulty item please get in touch with our Customer Service, who will be happy to assist you.
If the purchase was made through a reseller, any quality issues must be raised by contacting the reseller directly.

Watches purchased through the Furla Official Online Store or authorized Furla stores are covered by a 2-year movement warranty. To receive warranty service, you must present either the watch warranty card issued by the Furla Official Online Store or an authorized Furla store, or the original purchase receipt. Warranty service cannot be provided without a warranty card or receipt. 
Please note that the following are not covered under the warranty:
Wear and tear or damage resulting from normal use
Damage caused by improper use or handling that does not comply with the product care instructions
Battery replacement (covered only within the first six months from the date of purchase)
Broken or damaged glass
Fading or discoloration of colors, plating, or coatings (especially due to perfume, detergents, or similar substances), as well as related damage
If you have any questions, please contact your nearest Furla store or Furla Customer Service.

For products purchased at Furla stores or the official online store, care instructions are provided on the proof of purchase and on the back of the receipt. If your product includes a material care tag, please follow the instructions indicated on that tag.

Leather

Furla products are crafted by skilled artisans using carefully selected, high-quality leather that has been naturally processed. As leather is a natural material, variations in appearance are to be expected. Wrinkles, grain variations, and natural markings are characteristics of the material and should not be considered defects.

To preserve the quality of your product, avoid exposure to high temperatures and humidity. If the product becomes wet, immediately blot away moisture with a soft, dry, light-colored cloth and allow it to dry naturally in a well-ventilated area. Leather may become stained if it comes into contact with water, oils, cosmetics, or similar substances.

For routine care, use a soft cloth and leather care products specifically designed for delicate leather that do not contain solvents.

Suede

To maintain the quality of this item, avoid prolonged exposure to direct sunlight, moisture, dust, and dirt. If the item becomes wet from rain, immediately absorb the moisture using a soft-bristled brush and allow it to dry naturally in a well-ventilated area. Do not apply direct heat.

Oils and cosmetics may cause staining. When storing the item, avoid contact with other leather products and keep it in a pouch when possible. For cleaning, use a soft-bristled brush or a suede-specific cleaning rubber.

Fabric

To maintain the quality of this item, avoid prolonged exposure to direct sunlight, moisture, dust, and dirt. Friction may cause damage to the material.

If the product includes a care label, please follow the instructions provided on the label.

Storage

To ensure long-lasting enjoyment of your Furla product, store it in a well-ventilated environment away from excessive heat and humidity.

Before storing, remove any contents from inside the product, including any detachable shoulder straps. If a dust bag is provided, store the product inside the dust bag. Reshape the item as needed to help prevent deformation, and avoid contact with other materials or products. Extended periods of storage may accelerate age-related deterioration. We recommend using the product regularly to help maintain its condition.

We accept repairs for products purchased from the official Furla online store. Please contact our Customer Service. We will then contact you concerning the method by which the repairs will be performed.
* A fee will be charged according to the contents of each repair.
* Please note that repair may not be available depending on the structure and material of the product.
* If the purchase was made through a reseller, please contact to the reseller directly.

Repair costs and turnaround times vary depending on the condition and construction of the product. The estimated repair fee and service period can only be provided after we have received the item and inspected its condition. 

From your account, you will be able to check the status of your orders and deliveries, request a return, create your personal wish list and even share it with your friends. To create an account, go to furla.com, hover over the account icon on top of the page and click on ‘Register’. (Furla My Account).

Your account details can be updated by logging in to your personal area. To do so, log in to your account and click on ‘Personal data’ to change your personal information or click on ‘Addresses’ if you want to change your address or add new ones. If you want to cancel your account or delete your information, please send a request by email to privacy@furla.com.

You can place your order online on furla.com and have your order delivered to your prefer location. If you need any assistance to complete your purchase, please contact our customer service. They can assist you with placing an order and send you a link to complete the online payment.

To ensure the best performance, we recommend using the latest two stable versions of the following browsers:

Google Chrome
Mozilla Firefox
Microsoft Edge
Safari

Furla Customer Service is available, operating Mon-Fri (except holidays) from 10 a.m. to 6 p.m. JST. and can be contacted here. For questions regarding stores other than our online store, please contact the respective store directly.

Sign up to our newsletter by including your email and accepting our Privacy Policy on the dedicated section at the bottom of our website, and stay up to date with the latest collections, events, private sales and exclusive offers. To unsubscribe from our newsletter, simply click on unsubscribe at the bottom of any of our newsletter emails.

Of course! If a product is temporarily out of stock, you can click on the “Notify me when available” button on the product page: you will receive an email notification as soon as it becomes available again.

You can also subscribe to our newsletter to stay updated on restocks and new arrivals. Please note that if a product is not visible online, it means it is currently out of stock.

Products listed in the online store can be viewed at Furla directly managed stores and department stores. Please note that the products we handle differ depending on the store, so please contact the store for details.
* The products available at our outlet stores differ from those offered at our standalone stores and department stores.

For delivery within Japan, please place your order through our Japanese online store. Orders placed through our overseas online stores cannot be delivered to addresses in Japan.

You can purchase up to 5 of the same product per order.

You can select the gift option during checkout. If you choose this option, your items will be gift-wrapped and delivered with a shopping bag. We will also remove the product tags and exclude pricing information from the invoice.​
If you would like gift wrapping when using Apple Pay, please contact our customer service team after placing your order by 12:00 noon on the same day  (or by 12:00 noon the following day for orders placed after noon) .​
If you order multiple items, each item will be wrapped individually and accompanied by an appropriate shopping bag. Please note that we are unable to wrap items together.

The Furla official online store does not currently accept reservations or reserves.

If your order has been successfully placed, you will receive an 'Order reception email'. Please remember that your order is only confirmed once the 'Order confirmation email' has been sent.

Unfortunately, once we have sent you the order confirmation email this cannot be modified or cancelled. However, please contact us here and we will advise accordingly. If the product is unused, we offer our customers a 14-day free return policy from the date of delivery. The right to return the product may be exercised exclusively by the customer and under no circumstances by the recipient of a gift.

If you have a promotional code, you can activate it by adding it to the "enter coupon code" section inside your Shopping Bag. By clicking on "Apply", the discount is immediately applied to your order total.

The payment methods currently available are the following: Credit cards, cash on delivery, Amazon Pay and Apple Pay.
* Cash on delivery payment may not be possible in some remote island areas.
* Cash, credit card, debit card, and electronic money can be used for cash on delivery. Please note that we cannot accept changes to your card after your order has been completed.

Available credit companies are AMEX, JCB, MASTER and VISA.
Payment can only be made in one lump sum. We do not accept installment payments or bonus payments.
* When using a credit card, the card must be in the name of the person placing the order.

The following fees will be charged according to the order amount  (product price + shipping + tax) .
- Up to 10,000 yen: 330 yen
- Up to 30,000 yen: 440 yen
- Up to 100,000 yen: 660 yen
- Up to 300,000 yen:1,100 yen
* The maximum amount for a single cash on delivery payment is 300,000 yen.

When paying by cash on delivery, you can use the following electronic money: Suica / PASMO / nanaco / Rakuten Edy / WAON / Kitaca / toica / manaca / ICOCA / SUGOCA / nimoca / Hayakaken
* Cash on delivery fee will be charged.
* If you are using Mobile Suica, only Android phones can be used

Cash on delivery is not available in the following cases:
- When the delivery address of the product and the address of the orderer are different.

We will deliver the ordered product together with the "purchase details and receipt". If you are using the gift option, the "purchase statement" will be included and the amount will not be printed.
If you would like a receipt, send a request by visiting the "Inquiry" section and customer service will issue a receipt separately.

If the payment is made using credit card or ApplePay, the amount is charged when the order is shipped. If the payment is made using Amazon Pay, the amount is charged when the order is placed.