Returns and Refunds

• 1HOW TO RETURN AN ITEM OR AN ENTIRE ORDER
  Should you need to return your purchase, you have 14 days from the date of the delivery 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.

• 2HOW MANY DAYS DO I HAVE TO RETURN ITEMS?
  You may request a refund within 14 days of the item(s) delivered.

• 3WHEN WILL I BE REIMBURSED FOR A RETURN?
  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 14 days return policy begins at the date of delivery and ends at the day you hand the package to UPS. 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.
  
  CUSTOMER CARE
  
  Our Customer Care is at your disposal to assist you, please call (+1) 855-212-1742
  
  or e-mail contact-fay-us@todsgroup.com The advisors are available Monday - Friday 9am - 6pm, except for public holidays.

• 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.