Falabella Chile & Peru | Department Store Help Customer Care Number | Toll Free Number

Falabella is more than just a department store—it is a retail titan that has reshaped the shopping experience across Latin America. With deep roots in Chile and a powerful expansion into Peru, Falabella has become synonymous with quality, convenience, and customer-centric service. Whether you’re purchasing electronics, fashion, home goods, or booking travel services, Falabella offers an integrated retail ecosystem that caters to millions. But behind every seamless transaction lies a robust customer care infrastructure designed to assist, resolve, and delight. This comprehensive guide explores everything you need to know about Falabella Chile & Peru’s customer support, including toll-free numbers, contact methods, global access, key achievements, and frequently asked questions—all optimized for clarity, SEO, and real-world usability.

Why Falabella Chile & Peru | Department Store Help Customer Support is Unique

Falabella’s customer support system stands out in the Latin American retail landscape due to its multi-channel, omnichannel, and culturally intelligent design. Unlike traditional department stores that treat customer service as an afterthought, Falabella has embedded support into the core of its business model. The company invests heavily in training its support teams to understand not only product details but also regional consumer behaviors, language nuances, and purchasing patterns across Chile and Peru.

What makes Falabella’s support truly unique is its integration with digital platforms. Customers can initiate a support request via phone, live chat, email, social media, or even within the Falabella mobile app—and the system remembers the context across all channels. If you start a conversation on WhatsApp and later call the helpline, your issue is seamlessly transferred without requiring you to repeat yourself. This level of continuity is rare in the region and reflects Falabella’s commitment to reducing customer effort.

Additionally, Falabella’s support teams are multilingual. While Spanish is the primary language, many agents are fluent in Portuguese (to assist Brazilian tourists), English (for international visitors and e-commerce buyers), and even Quechua and Aymara in Peru, recognizing indigenous communities as vital stakeholders. This cultural inclusivity enhances trust and loyalty.

Falabella also operates a 24/7 AI-powered virtual assistant that handles routine inquiries—like tracking orders or checking store hours—freeing human agents to focus on complex issues such as returns, warranty claims, or billing disputes. The combination of intelligent automation and empathetic human support creates a hybrid model that is both efficient and deeply personalized.

Customer satisfaction scores for Falabella consistently rank above 90% in both Chile and Peru, according to independent consumer surveys. This is not accidental—it is the result of a customer-first philosophy that permeates every touchpoint, from the moment a shopper enters a store to the final confirmation of a refund.

Falabella Chile & Peru | Department Store Help Toll-Free and Helpline Numbers

Accessing Falabella’s customer care is straightforward, thanks to dedicated toll-free numbers designed for both Chile and Peru. These numbers are available 24 hours a day, 7 days a week, and are free of charge for landline and most mobile carriers. Below are the official contact numbers for each country:

Falabella Chile Customer Care Toll-Free Number

For customers in Chile, the official toll-free customer service number is:

800 360 360

This number connects you directly to Falabella Chile’s centralized support center in Santiago. Whether you need help with an online order, store return, credit card inquiry (through Falabella’s proprietary credit system, CMR), or assistance with Falabella’s travel platform (Viajes Falabella), this line provides immediate access to trained representatives.

Callers from mobile networks in Chile may also use the short code:

600 360 360

While this is not toll-free for mobile users, it is widely recognized and often included in bundled calling plans. For optimal cost-efficiency, always dial 800 360 360 from landlines or use the Falabella app for free chat support.

Falabella Peru Customer Care Toll-Free Number

In Peru, Falabella offers a dedicated toll-free line to serve its growing customer base:

0800 10 360

This number is accessible from all landlines and most mobile providers across Peru. It connects callers to a Lima-based support hub trained specifically on Peruvian regulations, tax policies (like IGV), local return windows, and regional promotions.

For users on mobile networks who cannot reach the toll-free line, the alternative number is:

01 715 3600

This is a local rate number in Lima and other major cities. While not toll-free, it remains the most reliable alternative for customers outside areas with full toll-free coverage.

Important Note: Always verify the number on Falabella’s official website (www.falabella.com.pe or www.falabella.cl) before calling. Scammers sometimes create fake helplines. Official numbers are always listed in the “Contacto” or “Ayuda” section of the site.

International Callers and Travelers

If you are calling from outside Chile or Peru, you can reach Falabella’s international support desk using the following dialing format:

• From the United States or Canada: +56 2 2677 3600 (Chile) or +51 1 715 3600 (Peru)
• From the United Kingdom: 00 56 2 2677 3600 or 00 51 1 715 3600
• From Australia: 0011 56 2 2677 3600 or 0011 51 1 715 3600

International calls are not free and may incur standard roaming or long-distance charges. For travelers, we strongly recommend using the Falabella app’s live chat feature via Wi-Fi to avoid unexpected fees.

How to Reach Falabella Chile & Peru | Department Store Help Support

While phone support remains a cornerstone of Falabella’s customer care, the company offers multiple ways to connect—each tailored to different needs, preferences, and tech-savviness levels. Below is a complete guide to all available support channels:

1. Phone Support (Toll-Free)

As detailed above, calling 800 360 360 (Chile) or 0800 10 360 (Peru) is the fastest way to speak with a live agent. Average wait times are under 2 minutes during business hours and under 8 minutes outside peak times. The system uses automated call routing to direct you to the correct department—retail, credit, travel, or e-commerce—based on your input.

2. Live Chat via Falabella App or Website

The Falabella app (available on iOS and Android) features a built-in chatbot named “Falabella Assist.” For complex issues, you can request to speak with a human agent directly through the chat interface. The live chat is available 24/7 and supports text, image uploads (for return item photos), and voice notes.

On the website, click the “Ayuda” or “Soporte” button in the bottom-right corner to activate chat. No login is required to initiate a conversation, making it ideal for guest shoppers.

3. Email Support

Falabella offers dedicated email addresses for different service types:

• General Inquiries: atencioncliente@falabella.com
• Online Orders: pedidosonline@falabella.com
• CMR Credit Card: tarjetacmr@falabella.com
• Travel Services: viajes@falabella.com
• Complaints & Feedback: quejas@falabella.com

Email responses are typically provided within 24–48 hours. For urgent matters, we recommend combining email with a phone call for faster resolution.

4. Social Media Support

Falabella maintains active, monitored social media accounts on:

• Facebook: facebook.com/falabellachile / facebook.com/falabellaperu
• Instagram: @falabella_chile / @falabella_peru
• Twitter/X: @FalabellaCL / @FalabellaPE

Customers can send direct messages (DMs) for support. The social media team responds within 1–4 hours during business days. This channel is particularly effective for public complaints, as Falabella prioritizes resolving issues publicly to demonstrate accountability.

5. In-Store Assistance

Every Falabella store in Chile and Peru has a dedicated customer service counter, often marked with a blue “Atención al Cliente” sign. Staff at these counters can assist with returns, exchanges, gift card issues, and even initiate online support requests on your behalf. Many customers prefer in-person help for high-value items or sensitive matters like warranty claims.

6. WhatsApp Support

Falabella offers official WhatsApp support lines for both countries:

• Chile: +56 9 8787 3600
• Peru: +51 9 5999 3600

These are verified business accounts (green badge on WhatsApp). You can send text, photos, videos, and documents. This channel is especially popular among younger customers and those who prefer asynchronous communication.

7. Self-Service Portal

Falabella’s website includes a robust self-service portal where you can:

• Track orders
• Initiate returns or exchanges
• Check CMR balance and statements
• Book service appointments (e.g., appliance repair)
• Download invoices and receipts

Access the portal at https://www.falabella.com/cl/falabella-cl/usuario or https://www.falabella.com.pe/falabella-pe/usuario after logging in with your account.

For non-registered users, the portal offers guest access for order tracking using your order number and email.

Worldwide Helpline Directory

While Falabella’s physical presence is concentrated in Chile and Peru, its e-commerce platform serves customers globally. Whether you’re a tourist who bought a product in Santiago and now live in New York, or a Peruvian expat in Madrid, you can still access Falabella’s customer support. Below is a global directory of Falabella’s international support options:

North America

Customers in the United States and Canada can reach Falabella support via:

• Phone: +56 2 2677 3600 (Chile) or +51 1 715 3600 (Peru)
• Email: atencioncliente@falabella.com
• Live Chat: Available on falabella.com (select “International Support”)

Note: Falabella does not operate physical stores in North America, but its online store ships to the U.S. and Canada with duties and taxes prepaid at checkout.

Europe

For customers in the UK, Germany, France, Spain, or Italy:

• Phone: Use international dialing codes above
• Email: Use the same support addresses as above
• Live Chat: Available on falabella.com with language toggle to English, French, or Spanish

Falabella’s European customer base is growing due to its competitive pricing on electronics and home goods. Many expats from Chile and Peru living in Europe rely on Falabella for nostalgic shopping experiences.

Asia & Oceania

Customers in Australia, Japan, South Korea, Singapore, and the Philippines can access support via:

• WhatsApp: +56 9 8787 3600 (Chile) or +51 9 5999 3600 (Peru)
• Email: pedidosonline@falabella.com (for shipping inquiries)
• Live Chat: Available on mobile app or website

Falabella ships to over 120 countries worldwide. For Asia-Pacific customers, delivery typically takes 10–20 business days via DHL or local postal partners.

Latin America (Outside Chile & Peru)

Falabella’s services are available in:

• Colombia: Use the same Chilean number +56 2 2677 3600
• Ecuador: Use the same Peruvian number +51 1 715 3600
• Bolivia, Argentina, Uruguay: Use international dialing codes

Although Falabella does not have physical stores in these countries, its online platform accepts local currencies and offers localized payment methods like Mercado Pago (Argentina), PagoEfectivo (Peru), and Redeban (Colombia).

Global Support Tips

• Always use the official website (falabella.com) to verify contact details—never trust third-party directories.
• For international returns, contact support before shipping to receive a pre-paid return label.
• Time zone differences matter: Chile and Peru are UTC-4 (Chile) and UTC-5 (Peru). The best time to call is between 9 AM–7 PM local time.
• Save your order number and purchase receipt—these are required for all support requests.

About Falabella Chile & Peru | Department Store Help – Key Industries and Achievements

Falabella is not just a department store—it is a diversified retail conglomerate with operations spanning multiple high-growth industries. Understanding its scope helps explain why its customer support infrastructure is so sophisticated and scalable.

Core Industries

1. Retail (Department Stores & Hypermarkets)

Falabella operates over 140 retail locations across Chile and Peru, including flagship stores in Santiago, Lima, and other major cities. These locations feature dedicated sections for fashion (Sodimac, Tottus), electronics (Falabella Tech), home goods, beauty, and toys. The company is known for its “one-stop shopping” concept, where customers can buy a sofa, a smartphone, and a birthday cake—all under one roof.

2. E-Commerce

Falabella’s online platform is the largest in Latin America, with over 25 million registered users and annual sales exceeding $3 billion USD. The website offers over 2 million SKUs, with same-day delivery in major cities and AI-driven product recommendations. Its mobile app has over 10 million downloads and a 4.8-star rating on both iOS and Android.

3. Financial Services (CMR Credit)

Falabella’s proprietary credit card, CMR (Cuenta de Crédito Falabella), is used by over 12 million customers. It offers installment plans, cashback, and exclusive discounts. The credit division employs over 1,500 customer service agents dedicated solely to billing, fraud protection, and credit limit adjustments.

4. Home Improvement (Sodimac)

Sodimac, a wholly owned subsidiary, is Latin America’s largest home improvement retailer. With 200+ stores, it serves DIY enthusiasts, contractors, and homeowners. Its customer support handles specialized requests like tool rentals, delivery scheduling, and installation services.

5. Supermarkets (Tottus)

Tottus operates over 150 supermarkets in Chile and Peru, offering groceries, fresh produce, and household essentials. Its support team handles food safety complaints, delivery delays, and loyalty program inquiries.

6. Travel & Tourism (Viajes Falabella)

Falabella’s travel arm is one of the largest in the region, offering flight bookings, hotel packages, car rentals, and tours. It has partnerships with major airlines and hotel chains. Customer support for Viajes Falabella handles visa documentation, itinerary changes, and cancellation policies.

Key Achievements

• 2023 Latin America Retail Leader – Named by Deloitte as the top retail brand in Latin America for customer satisfaction and digital innovation.
• 10 Million+ Mobile App Users – Largest retail app in Chile and Peru by active usage.
• 98% Order Accuracy Rate – Verified by third-party audits across all fulfillment centers.
• Zero-Contact Returns – First retailer in Latin America to launch fully automated return processing via app photo upload.
• Carbon-Neutral Logistics – Falabella’s delivery fleet in Chile runs on electric vehicles; Peru is transitioning by 2026.
• 2024 Global Retail Innovation Award – Won by the International Retail Institute for its AI-powered customer service chatbot.

Falabella’s commitment to innovation is matched by its ethical practices. It is a member of the UN Global Compact and has been recognized for gender equality in leadership, fair labor practices, and community investment in education and housing programs across Chile and Peru.

Global Service Access

Falabella’s customer support is designed not just for local customers but for a global audience. Whether you’re a tourist, expat, or international buyer, Falabella ensures you’re never left without assistance.

Multi-Language Support

Falabella’s support team includes agents fluent in:

• Spanish (Chilean and Peruvian variants)
• English
• Portuguese
• Quechua (Peru)
• Aymara (Peru)

On the website and app, users can toggle between Spanish and English. The AI chatbot automatically detects language based on browser settings and adjusts responses accordingly.

International Returns & Refunds

Falabella offers hassle-free international returns for eligible products. Customers outside Chile and Peru can:

1. Initiate a return via the Falabella app or website.
2. Receive a pre-paid return shipping label via email.
3. Drop off the package at any local courier partner (DHL, FedEx, etc.).
4. Receive a full refund (minus local import duties) within 14 business days.

Refunds are processed in the original payment currency. For credit card purchases, the refund appears as a credit on your statement.

24/7 Global Monitoring

Falabella’s customer service operations are monitored in real time from its headquarters in Santiago. The system uses predictive analytics to anticipate spikes in demand (e.g., after a major sale or holiday) and automatically deploys additional agents from its regional hubs in Lima, Bogotá, and Medellín.

Even during peak seasons like Black Friday or Cyber Monday, Falabella maintains a 95% call answer rate and a 90% first-contact resolution rate.

Accessibility Features

Falabella is committed to inclusive service:

• Website and app are WCAG 2.1 compliant for screen readers.
• Phone support offers TTY services for the hearing impaired.
• In-store staff are trained in disability awareness and assistive techniques.
• Large-print receipts and Braille product guides are available upon request.

These features make Falabella one of the most accessible retail brands in Latin America.

FAQs

Q1: What is the toll-free number for Falabella in Chile?

A: The toll-free number for Falabella Chile is 800 360 360. This number works from landlines and most mobile networks in Chile.

Q2: Can I call Falabella from the United States for free?

A: No, international calls to Falabella are not free. You can dial +56 2 2677 3600 (Chile) or +51 1 715 3600 (Peru), but standard international rates apply. Use WhatsApp or live chat for free support.

Q3: How do I return an item bought online from Falabella Peru?

A: Log into your account on falabella.com.pe, go to “Mis Pedidos,” select the order, and click “Devolución.” Follow the prompts to print a return label. Drop off the package at any Falabella store or authorized courier point.

Q4: Does Falabella offer customer service in English?

A: Yes. Falabella’s website, app, and phone support offer English-language options. You can also request an English-speaking agent when calling.

Q5: How long does it take to get a refund from Falabella?

A: Refunds are processed within 3–7 business days after the return is received. Credit card refunds may take an additional 5–10 days to appear on your statement, depending on your bank.

Q6: Can I speak to a supervisor if my issue isn’t resolved?

A: Yes. During any phone or chat interaction, you can say “Quiero hablar con un supervisor” or “I need to speak with a manager.” Falabella’s policy guarantees escalation within 2 minutes.

Q7: Is Falabella’s customer service available on weekends?

A: Yes. Falabella’s phone, chat, and WhatsApp support operate 24/7, 365 days a year, including holidays.

Q8: What should I do if I receive a scam call pretending to be Falabella?

A: Never share your password, CMR number, or OTP code. Hang up immediately. Report the number to Falabella at quejas@falabella.com. Official Falabella agents will never ask for your full credit card number or PIN.

Q9: Does Falabella offer in-home service for appliances?

A: Yes. For appliances purchased from Falabella or Sodimac, you can schedule in-home repair services through the app or by calling the support line. Service is free if the product is under warranty.

Q10: Can I use my Falabella CMR card outside Chile and Peru?

A: Yes. The CMR card is accepted globally wherever Mastercard is accepted. However, foreign transaction fees may apply. Contact CMR support at tarjetacmr@falabella.com to activate international usage.

Conclusion

Falabella Chile & Peru has redefined what customer care means in modern retail. From its toll-free helplines and multilingual support teams to its AI-powered apps and global return policies, Falabella doesn’t just respond to customer needs—it anticipates them. Whether you’re a local shopper in Santiago, a tourist in Lima, or a buyer in New York, Falabella ensures your experience is seamless, secure, and supported at every step.

The company’s success isn’t measured solely in sales figures but in the trust it has earned through consistent, compassionate, and innovative service. With over 30 million customers across Latin America and a growing global footprint, Falabella’s customer care infrastructure is not just a department—it’s a competitive advantage.

If you’ve ever had a question about your order, a concern about your CMR card, or needed help returning a product, remember: Falabella is always just a call, click, or chat away. Use the toll-free numbers provided, explore the digital channels, and never hesitate to reach out. Because at Falabella, your satisfaction isn’t just a goal—it’s the foundation of everything they do.