F.A.Q.

• 1HOW DO I REGISTER ON FAY.COM AND WHAT ARE THE ADVANTAGES?
  By creating an account, you can access your order faster, store multiple delivery addresses, view and track orders and much more.
  
  Insert your first and last name, email address and password to register on FAY.COM and to access these fantastic and convenient client services areas:
  
  - Account Information
  - Saved Addresses
  - Wish List
  - Saved Payment Methods
  - Order details/history

• 2WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
  If you have forgotten your password, click on the link “Forgotten Your Password?”
  
  You will be asked to insert the email address with which you registered your account. You will receive an email to this email address with a “Reset Password” link.

• 3HOW DO I FIND MY SIZE?
  Sizes match item label sizes and can be found on our website. We always use Italian sizes. On the Item description pages, you will find a size guide which wil assist you in selecting the most appropriate size for your body, including model sizes as seen in any images.
  If you have any additional questions, please do not hesitate to contact Customer Services.

• 4WHAT HAPPENS IF A PRODUCT I LIKE IS SOLD OUT?
  If a product that you are interested in purchasing is "sold-out", we suggest that you add this product to your Wishlist. This way, we can contact you via email as soon as the item becomes available.
  
  We'd like to remind you that you can also take advantage of our "discover online and find it instore" feature, which details product availability in our FAY Boutiques.

• 5WHAT IS A PRE-ORDER AND HOW DOES IT WORK?
  Selected special looks and runway items may be purchased in advance online. Pre-order products will be reserved for you and sent as soon as they become available.
  
  Delivery times may be indicated online, in the item description and the order confirmation email which will be sent as soon as the purchase process has been successfully completed.
  
  If your order comprises both available items and pre-order items then you will receive these items separately.
  
  If your order comprises pre-order items with different delivery dates then these items will be shipped as soon as all items become available.
  
  In both cases, you will be debited for these purchases when they have been shipped.
  
  The purchase of pre-order items can only be made with a Credit Card or Paypal. We will contact you in regards to your preorder before it ships. We will take a 1 pound pre-authorization to confirm the validity of your payment method. We will only debit the full amount when shipping is confirmed.

• 6WHAT DO I DO IF I HAVE A PROBLEM WITH SIZING OR A PRODUCT ISN'T WHAT I EXPECTED?
  All items sold on FAY.COM are covered by the Legal Guarantee of Conformity.
  
  In the event that a product purchased on FAY.COM, strictly during the Legal Guarantee notice period, exhibits any such problems relating to defects, we invite you to contact our Customer Service Team, via email at: contact-fay@todsgroup.com  
  
  The Customer Service Team will respond promptly to your claim, and assist you in the next steps.
  
  For additional information regarding the applicability of the Legal Guarantee of Conformity, we invite you to consult Section 12 of our General Terms and Conditions of Sale.

• 7IS IT SAFE TO MAKE PURCHASES ON FAY.COM?
  Each purchase is made securely on FAY.COM thanks to advanced site certificate servers and (SSL) coding systems.  We only use secure connections, indicated by the prefix "https" and the lock symbol which can be found together in the browser's address bar as soon as you enter the "Checkout" pages.
  
  Our payments department checks every transaction for fraudulent activity prior to confirming that transaction, and may contact you for additional information prior to order confirmation, in order to ensure all security measures are met.

• 8PSD2 - new European legislation for the protection of online payments
  From the 28th of December 2020 online payments will now be even more secure thanks to the new PSD2 European standard, which introduces new authentication rules.
  
   Your shopping experience will still be quick and secure, you will simply need to confirm your identity each time you make a payment online such as by entering a temporary code or by using your digital fingerprint on your banking app. Discover more.

• 9THE PAYMENT THAT I MADE DIDN'T GO THROUGH: WHAT HAPPENED?
  In the event that your payment cannot be successfully processed, we suggest that you double check the payment details inserted, e.g. the credit card number or the expiry date. If the payment is subsequently rejected after these checks, please don't hesitate to contact customer services for further assistance.

• 10CAN I CANCEL OR CHANGE AN ORDER?
  If you'd like to cancel or modify your order, we invite you to promptly contact us by email at: contact-fay@todsgroup.com or by phone +390734861430. We will work hard to satisfy your request. However, once an order is in the preparation phase at the warehouse, we won't be able to guarantee the cancellation or modification of your order.
  
  If you have received an order but would like to return or exchange it we invite you to consult our conditions for Returns and Exchanges attached to the order confirmation email or in the Returns and Exchanges Section. Once we have received your returned item, we will reimburse any payment or proceed to exchange the item, as requested.

• 11HOW DO I KNOW IF I HAVE PURCHASED AN AUTHENTIC FAY PRODUCT?
  Only genuine FAY products are sold in FAY Boutiques, being directly managed by FAY, through specially selected franchisees, specialized boutiques and department stores as well as on FAY.COM.
  
  Unfortunately, counterfeit FAY items can be found on websites with registered domain names that use the FAY brand name - or with slight variations of the brand name- and through descriptive words such as "coats" or "outlet" with additional words such as "authentic" or "official". These words are specifically chosen by traffickers of counterfeit goods to deceive clients and invite them to trust purchasing items from their websites.
  
  To report a counterfeit FAY item or a suspicious website, we invite you to send us an email at: contact-fay@todsgroup.com
  
  We kindly ask that you supply us with a detailed description of the item on the website in question, in which place the purchase was made, the seller, the type of product and the website address etc.
  
  We appreciate your help in the fight against counterfeit items and we'd like to remind you that the official FAY website is: www.fay.com.

• 12HOW CAN I IDENTIFY A NON-AUTHORISED SITE?
  Counterfeit FAY items can be found on websites with registered domain names that use the FAY brand name - or with slight variations of the brand name- and through descriptive words such as "coats" or "outlet" with additional words such as "authentic" or "official". These words are specifically chosen by traffickers of counterfeit goods to deceive clients and invite them to trust purchasing items from their websites.
  
  The official website is: www.fay.com

• 13HOW DO I CONTACT CUSTOMER SERVICES?
  Our assistants are available to handle any request relating to the navigation and browsing of our online store, to give advice on purchases and to provide all information related to orders and/or deliveries as well as any other information regarding the company.
  
  These Services are available Monday- Friday from 9:00- 18:00, excluding weekends and bank holidays.
  
  HOW CAN WE HELP YOU?
  
  Request online assistance via the form found on each product page.
  
  BOOK A CALL
  
  Choose when to be contacted by one of our assistants, by selecting from 9 potential time slots between the hours of 9-6pm.
  
  REQUEST A CALLBACK
  
  For those who wish to immediately talk to one of our available operators.
  
  ONLINE CHAT
  
  By selecting the icon, an operator will be assigned to your chat.
  
  TELEPHONE
  
  You can contact us via our freephone number +390734861430 Monday-Friday, from 9:00 to 18:00 CET.
  
  E-MAIL
  
  Alternatively, you can contact us via email by completing the following form and we will respond within 24-48 hrs, Monday-Friday.

• 14HOW LONG DOES IT TAKE AND HOW MUCH DOES IT COST TO DELIVER ITEMS?
  - Standard Delivery - within 3-5 working days - FREE
  
  - Express Delivery - within 1-3 working days - € 19,00
  
  Deliveries are carried out Monday-Friday, during office hours, except on weekends and bank holidays. The courier will make 3 attempts to deliver the item(s); after the third attempt, the order will be returned to our warehouse. Once you have completed the order process, you will not be able to change the delivery address.
  

• 15HOW LONG DO I HAVE TO RETURN AN ITEM?
  You may request a refund or an exchange within 14 days of the item(s) delivered.

• 16HOW DO I RETURN AN ITEM?
  1.  To return an item go to the Request a Return 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 original box, making sure to cover the original shipping details; we kindly remind you that you will need to provide the courier with a copy of the invoice received by e-mail, making sure to cancel the items you do not want to return.
  
  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..