Frequently Asked Questions

Whether you're curious about our products, policies, or the ordering process, we've got you covered. From sizing to shipping and delivery details, we're here to provide clarity and ensure your experience with us is seamless and satisfying.

Where is my order?

You will be able to track your order once you have received a shipping confirmation email from our warehouse. You can use the tracking number to see where your package is and the expected date of delivery. If you need further assistance feel free to reach us at contact@faye.shop

How can I cancel or change my order?

All orders are usually processed within 24-48 hours. In the event of a cancellation or change we advise that you email us right away. We will aim to respond as promptly as possible. However, due to our quick turnaround time if your order has already been processed and or shipped then it may be too late to cancel or change your order and you would have to go through the return or exchange process if it's applicable to your order.

How do I return/exchange an item?

For returns or exchanges within the allotted time frame, email contact@faye.shop. We will send you the details on how we process our returns. You can find further information to see whether your order qualifies for return or exchange under our Return Policy.

I received the wrong item, what should I do?

If you received an incorrect product, please email contact@faye.shop with your online order receipt and a picture of the product you received. As soon as we get the proper information, we will take care of the issue as soon as possible

We try our best to make sure the color on the website best resembles the product's color. Due to differing pixels and monitor resolutions, the color quality may appear different on laptops, phones, and screens. Feel free to email us at contact@faye.shop if you have any questions or concerns about the color or material of the product. If you would like to return please refer to our return/exchange instructions.

I received a damaged/faulty item, what should I do?

We strive to ensure that all of our products are of the best quality and condition. However, in the rare event that the product is not of our standards, we offer many reasonable options to handle the issue:


1. In the event in which the customer may request to exchange the item and receive a new product in return. In this case, the customer is responsible for shipping back the product to our warehouse and as soon as we receive shipping confirmation we will send out a new product.

Or

2. In the event that a minor damage is present, the customer can contact us at contact@faye.shop and receive an additional 10% discount on the product. Customer must provide pictures of damage.


Or

3. In the event that a major damage is present and customer is not satisfied they may also receive a full refund for their damaged product; provided pictures are sent.

We ask that you contact our team at contact@faye.shop so we can assist you properly to resolve the issue. 

Can't find what you're looking for?

Don't hesitate to reach out to our customer support team for assistance. Contact us at contact@faye.shop

Return & Refund Policy

At Faye, customer satisfaction is our top priority. If you're not entirely happy with your purchase, you can request an exchange or refund of the product in its original, unused condition, with its original tags attached, within 14 days of the purchase.

To be eligible for a return the product of return must be in the same condition that you received it, be unworn, unused, unwashed, have tags attached to it. Shipping fees paid on your original order are non-refundable. If these conditions are met the customer can either receive: 

FULL REFUND: if the full-priced product is returned within 14 days from your purchase date while meeting the above conditions, you may request a full refund of the product being returned.

If you return an item that qualified for free shipping in your initial order, we will refund your order total minus the cost of shipping for your initial order.

The maximum eligible refund amount that will be credited back to your original payment method is $200. Any returns exceeding this amount will be issued in the form of store credit.

STORE CREDIT: if the product is returned after 14 days but before 90 days while meeting return conditions, you will no longer be eligible for refund and will receive store credit (valid for 12 months). 

** Partial refunds and store credit may be issued depending on elapsed time and condition of merchandise. 

*Note: Excluding international orders. Please refer to our International Orders Policy for details on returns and refunds for international orders.

 
ITEMS NOT ELEGIBLE FOR RETURNS

ALL purchases made during promotional sale periods such as site-wide blowout sales, black friday, eid sales, clearance events or any markdown items are non-refundable and considered FINAL sale. Any items marked Final Sale will not be approved for returns. We do not offer price adjustments, returns, credits, or exchanges for items the went on sale after your purchase date.

 

DAMAGED OR DEFECTIVE PRODUCT

Faye is committed to providing the best quality for our customers. In the rare case you receive a damaged or defective product we offer 100% money back guarantee as long as we are notified within TWO DAYS of purchase. If your product is not 100% perfect we will offer you a full refund when we receive the item back in our warehouse. In the case that you request an exchange, once we receive the returned product, we can ship you a new product at no additional cost to you. You can email our Customer Care team at any time with your concerns. contact@faye.shop

 

SENDING BACK A RETURN

Return shipping cost is solely responsible by the customer. 

We do not offer free returns and are not responsible for return shipping. When initiating a return, you may use whatever shipping method you prefer. We recommend acquiring a tracking number and purchasing shipping insurance. Faye is not responsible for shipping fees or lost returns.

 

INTERNATIONAL RETURNS POLICY

At this time, we do not offer a pre-paid return option for International returns. We recommend that you send your return with a shipping method that allows you to track your return, and that you insure the package for the cost of the items being returned. Please note that you are solely responsible for the shipping costs of this return.

Restocking Fee: All international orders are subject to a 15% restocking fee upon return. This fee is applied due to the additional expenses incurred with international orders, including initial shipping and customs handling. We want to be transparent about this policy to ensure a smooth return process.

We do not refund international prepaid duties and taxes paid at the time of checkout for Delivered Duties Paid (DDP) orders or duties and taxes paid at the time of customs entry for Delivered Duties Unpaid (DDU) orders. Please contact your local customs office to obtain your tax refund.

INCORRECT ADDRESS:

We always ask the customer to make sure the address provided is correct as Faye is not responsible for reshipping any packages that were returned due to incorrect address. Faye is not be liable to pay shipping cost for the next shipment. We will reship your order once the invoice for shipping is paid. In the case that the shipment is returned to our facility you will receive an email from our customer service team, all original shipping fees will be deducted from final refund plus a 10-25% restocking fee in event shipment is returned to our facility.

GETTING YOUR REFUND:

Once we receive your return parcel please allow 7-10 business days to process your return. After your refund has been issued, please allow 3-5 business days for the refund to be processed and appear on your bank statement.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some processing time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us so we can better assist you. 

 

Faye reserves the right to deny a return, exchange, or store credit if the garment does not meet our returns policy requirements. We do not offer any price adjustments under any circumstances.

If you have any additional questions or concerns, please feel free to contact us at contact@faye.shop and our team will get back to you within 24-48 hours from the time the email is received.

 

This policy has taken effect on 16/03/2024