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 can I make a return?We hope you like all the products, but if you wish you can make a return within 14 days, with a very simple procedure:
1.Enter in the Return/exchange request form the email address with which you purchased and the order number and follow the return procedure
If your order arrived in multiple shipments and you wish to return several products, they may be sent to different destinations. As a result, you will receive separate return confirmation emails. Please carefully match the return labels with the corresponding products, following the instructions provided in each email.
2. Make sure the products are in the same condition as you received them and place them in their original box or an equally sturdy one
3. Print the prepaid label attached to the email you received at the end of the return procedure and stick it on the box. Take care to completely cover the previous label.
4.Contact the UPS courier directly on 0640989898 or leave the parcel at the UPS Point that is most convenient for you. When the product arrives at the warehouse and is checked by our operators, the full amount will be credited back to the payment method you used to make the purchase.
Returned items must meet the following conditions in order for a refund to be made:
All items must be returned in their original condition, with undamaged tags attached. Worn, used, altered or damaged merchandise will not be accepted.
Shoe soles must be intact and undamaged, please try the product on a soft, clean surface.
Custom made items are considered final and therefore cannot be returned.
- 3How can I make an exchange?If the fit of the product you received is not what you expected, you can request a size exchange within 14 days by following this simple process:
1) Go to the Request a return/exchange page and log in with your email address and order number. From there, follow the steps to select the size you want. If the desired size is unavailable, you can request a return. You will receive an email within a few hours containing the return labels needed to send the package back.
If your order arrived in multiple shipments and you wish to exchange several products, they may be sent to different destinations. As a result, you will receive separate return confirmation emails. Please carefully match the return labels with the corresponding products, following the instructions provided in each email.
2)Pack the products you want to return in the original packaging or a similarly sturdy one.
3)Affix the return label to the outside of the package, making sure to remove or cover the original shipping label completely.
4)Contact the UPS courier at 0640989898 , or drop off the package at the nearest UPS Point.
Your exchange order will be processed once the return arrives at our warehouse and passes quality control. After that, the total amount will be refunded to the payment method used for the original purchase.
- 4WHEN 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.
- 5How can I return multiple packages?If your order arrived in multiple packages, we will provide you with separate return labels for each package.
You can easily return or exchange your items within 14 days by following a simple procedure:
1.Visit the Request a Return/Exchange page and log in using your email address and order number. Follow the instructions to receive an email within a few hours with your return labels.
2.If you're returning multiple products, please note that they may need to be sent to different destinations. In such cases, you will receive separate return confirmation emails. Be sure to match the return labels to the correct products, following the instructions in each email.
3.Place the items you're returning in the original packaging or in equally sturdy packaging.
4.Affix the return label to the outside of the packaging, ensuring the original shipping label is either removed or fully covered.
5.Arrange a pickup with the UPS courier by calling 0640989898 , or drop off the package at your nearest UPS Point.
Once the product arrives at our warehouse and passes our quality control check, a full refund will be processed to the payment method used for the purchase. If you asked for an exchange, the replacement product will be sent to you.
Please remember that all returned items must be in their original condition, with tags intact and all accessories included. Worn, used, altered, or damaged items will not be accepted. For footwear, the soles must be undamaged. We recommend trying the shoes on a soft, clean surface to avoid any damage.
Additionally, personalized Custom Made items are final sale and cannot be returned.
- 6CAN 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).
- 7HOW 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.
- 8WHAT 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.