Returns and Refunds
1HOW MANY DAYS DO I HAVE TO RETURN OR EXCHANGE ITEMS?You may request a refund or an exchange within 14 days of the item(s) delivered.
2HOW DO I EXCHANGE AN ITEM?1. To exchange an item go to the Request an Exchange section: enter the email address used to place the order and the order and the order number; the procedure can also be activated from the Order Summary section into My Account;
2. Each item must be returned in the same condition in which you received it, and placed in its original box or in a similar, suitable box;
3. Stick the pre-paid return label, which will be sent to you via email, on the outer package, making sure to cover the previous shipping details, and print out the proforma invoice, which will be sent to you per email, along with the label. Please make sure to hand over three copies of it to the courier;
4. In order to schedule the collection of your package by UPS, visit https://wwwapps.ups.com/pickup/schedule; or drop your package off at your nearest UPS Access Point.
Once the quality of the returned item is verified, we will proceed with the shipment of the item in the selected size. We will send you a new confirmation email containing a link to track your order.
3WHEN WILL I BE REIMBURSED FOR A RETURN?Once we have received your returns, we will verify the condition and state of those item(s).
This may take 3-4 working days from the date of the return arriving back to us.
A refund will be made as soon as possible and when the item has been accepted for returns.
Refunds will be made via the original payment method used and for the same amount paid.
This will be credited to your account within one week of a returns transaction being initiated and/or according to your individual banking policy.
4CAN I RETURN OR EXCHANGE A CUSTOM MADE PRODUCT?We'd like to remind you that Custom Made products are excluded from the Right to Withdrawal or Right to Exchange contracts due to item(s) being specially created or tailored to fit individuals. In any case where a client has purchased a Custom Made Product then they will be unable to exercise their Right to Withdrawal/ Exchange in relation to this product(s).
5WHAT CONDITIONS NEED TO BE FULFILLED TO RETURN AN ITEM?- Returns must be made within 14 days of the original order delivery date;
- Any Item(s) to be returned/exchanged must be delivered to a courier within 14 days of contacting Customer Services;
- Any returns must only be shipped to the country from which its shipping originated;
- Item(s) to return or exchange, must have been purchased on FAY.COM and not in store or in any of our boutiques;
- In the event that multiple items are to be returned, shipping fees for these items will not be reimbursed. Shipping fees may be reimbursed if the client wishes to return the entire order.
Clients are kindly asked to ship items, without delay, and within 14 days of communicating their intentions to return item(s), using the procedure as described. Clients will be able to exercise this right if they have respected the 14 day returns/exchange period.
The exchange is possible only for a different size.
You may return a gift by telephoning our Customer Service Team.
6How can I check the status of a refund with Klarna?Once the quality control operations at our warehouse have been completed, you will receive a refund confirmation email. The credit will be available on your Klarna account. Klarna customer service is at your disposal to check the refund. However, you can also verify this information yourself by accessing your Klarna user profile.