Frequently Asked Questions (FAQ)
About Fayne
1. How can I reach your customer support team?
Our customer service is available from Monday to Friday between 9:00 AM to 6:00 PM GMT.
Contact us via email at hey@fayne.co.uk or fill out our Contact Form.
Don't forget to include your name and order number (if you have one) for a quicker response time.
2. Where does Fayne operate?
The Fayne main office is located at 196 Hill Lane, Manchester M9 6RG, United Kingdom.
Shipping & Delivery
1. Do you offer free shipping?
Yes, we offer free shipping on all orders within the United Kingdom with no minimum order required and no hidden fees!
2. Where do you ship?
At the moment, Fayne only ships exclusively within the United Kingdom. We do not offer international shipping at this time.
3. How long does shipping take?
Our estimated delivery time is 3 to 7 business days. This includes a processing time of 1–3 business days and a transit time of 2–4 business days (Monday to Friday).
4. What is the order cutoff time?
Our cutoff time for orders is 2:00 PM (GMT), Monday to Friday. Orders placed after 2:00 PM will be processed the next business day.
5. Which carriers do you use?
To ensure quick and reliable delivery within the United Kingdom, we partner with Royal Mail, DPD, UPS, and FedEx.
6. How can I track my order?
Once shipped, you will receive an email with a tracking number. You can use our Track My Order page on our website to monitor your delivery.
Returns & Refunds
1. Can I return my order?
Yes, Fayne offers a 14-day returns policy. The 14 days start from the day you receive your complete order.
2. What are the return requirements?
Items must be in original condition, unwashed, and unworn (except for fitting). They must be free of stains, odors, or pet hair, and include all original tags and packaging.
3. How do I start a return?
Please send us an email with your return request at hey@fayne.co.uk with your order number and the reason for the return.
Once the return request has been approved, we will provide specific return instructions.
4. Who will pay for return shipping costs?
If you are returning an item due to change of mind or ordering the wrong size, the customer is responsible for shipping costs.
If the item is damaged or incorrect upon arrival, Fayne will cover the return shipping costs.
5. Are there any restocking fees?
No, we do not charge restocking fees for approved returns.
6. After returning my order, when will I receive my refund?
Once we have inspected your return and approved it, the refund will be processed to your original payment method.
Please allow up to 10 business days for the funds to appear in your account.
Orders & Cancellations
1. Can I change my shipping address?
Please contact us within 24 hours of placing your order to request a change in your shipping address.
Please note that address changes are only possible if the order has not yet shipped.
2. Can I cancel my order?
You may cancel your order as long as it has not been processed and shipped. If it has already been dispatched, you must follow the standard return process after delivery.
3. What should I do if my package arrives damaged?
If the package is visibly damaged upon delivery, please refuse the shipment. If it was delivered while you were away, contact our customer support immediately to arrange a resolution.
Business & Contact Information
Fayne
FAIQ ECOM LTD
196 Hill Lane
Manchester M9 6RG
United Kingdom
Company Registration Number:
16297347
Email: hey@fayne.co.uk
Customer Service Hours:
Monday – Friday: 9:00 AM – 6:00 PM (GMT)
We aim to respond to all emails within 24 hours (Mon–Fri).