- 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, state, 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
- Save Payment Methods
- Order details
- 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 dollar 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: email@example.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 paymentsFrom 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?After an order is placed it is not gaurenteed if we will be able to cancel or modify an otrder. We ask you to promptly call our customer service at +1 855 212 1742 or email at firstname.lastname@example.org
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.
In case you are unhappy and want to return your items, you can do so by using the provided return label or contacting our customer service to retrieve a complimentary return label. If you would like to exchange your item, you can do so by contacting our customer service team via phone or email to request an exchange item be put on hold.
Once we have received your returned item, we will reimburse your original form of payment. Please note it may take 3-5 business days to see credit back on any bank accounts. If you have requested an exchange we will credit back your original form of payment and recharge the original form of payment for the exchange items.
- 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: email@example.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 CARE?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.
All of these Services can be accessed Monday- Friday from 9:00 AM – 6:00 PM EST excluding weekends and national holidays.
HOW CAN WE HELP YOU?
+1 855 212 1742
The service is available from 9am to 6pm (EST), Weekends and Holidays excluded.
You can contact us via email by completing the following form and we will respond within 1-2 business days, Monday-Friday.
REQUEST A CALLBACK
For those who wish to immediately talk to one of our available operators.
By selecting the icon, an operator will be assigned to your chat.
- 14HOW LONG DOES IT TAKE AND HOW MUCH DOES IT COST TO DELIVER ITEMS?Ground – Complimentary. Expected delivery within 1 - 7 business days after order ships.
Second Day - $25 . Guaranteed delivery on second business day for all order placed before 1:00 PM EST.
Next Day - $ 35. Guaranteed delivery on the next business day for all orders placed before 1:00 PM EST.
Deliveries are carried out Monday-Friday, during office hours, except on weekends and public 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 DO I RETURN AN ITEM?Should you need to return your purchase, you have 14 days from the date of the invoice to arrange or return and have your items sent back to us. Please follow the steps below to return your purchase:
1. For full priced items only, go to the "Request a Return" link at the bottom of the site pages (or https://www.fay.com/us-en/request-return) and fill in the online form.
2. Print out the Return Label sent by email upon the successful completion of the process. Note the return label is typically emailed in 24 hours.
3. Place the items to be returned in a box and place the printed label on the outside of the package, making sure that any other labels are completely covered.
4. Drop off package at local UPS location.
If you have any questions regarding UPS locations please contact UPS at 1-800- 823-7459 or visiting UPS.com.
Once your returned item has been received and inspected for integrity and compliance with our return policy, your return credit will be processed within 15 days after the item is received. Refunds will be issued using the same payment method originally used for the purchase and, in any event, within 30 days from the return of the item to Fay.com.
The item must be returned unused in its original conditions with packing material, complete of accessories (including the dust bag and box), tags attached to the products together with any product instructions. The item shall be returned in the same external packaging it was shipped in. Returns that do not meet our policy will be sent back to you.
The 20 days return policy begins at the date of invoice and ends at the day you hand the package to UPS or Tod’s Boutique. Fay.com reserves the right to refuse the return of items shipped after the expiration of the return period and/or are not unused and in their original and resalable condition and/or do not meet within the confines of our return policy. Please allow 7 to 10 business days for your return credit to be processed. All Sale items are Final Sale. No exchanges or returns can be made on products sold at discount.
For any other terms of sale or return policy information and updates, please visit fay.com. For further information or if you need assistance, please contact our Customer Service via the contact form on our website.
- 16HOW LONG DO I HAVE TO RETURN AN ITEM?Should you need to return your purchase, you have 14 days from the date of the invoice to arrange your exchange or return and have your items sent back to us.
To exercise your Right to Withdrawal or the Right to an Exchange, you must notify us of this intention by post, fax or via email.
Please find our contact details below:
FAY S.p.A., Via Stendhal 35, 20144 Milano
Freephone 8003681791, Fax +39 02 89623481, E-Mail: firstname.lastname@example.org
We'd like to remind you that Custom Made products are excluded from the Right to return. All products on sale or sold at a discount are excluded from the right to return. Any paid expedited shipping will not be credited to the customer. All products must be returned in a perfect resalable condition. Any items displaying wears with marks or stretches will not be accepted.