Return and Refund Policy

Last updated: April 2026

Quick Summary

  • Return window: 30 days from delivery
  • Return shipping: Customer pays (unless item is damaged or incorrect)
  • Refund processed: Within 5 business days of receiving your return
  • Refund method: Original payment method
  • Exchanges: Yes, available
  • Damaged items: We cover return shipping, free replacement or full refund

1. Return Window

Every Fayne piece leaves our hands with care - and we want it to arrive in yours feeling just as special. If for any reason it doesn't feel right, you have 30 days from the day your order arrives to come back to us. After 30 days, we are unfortunately unable to process a return. Items must be unworn, unwashed, and returned in their original condition with tags attached and packaging intact.

2. How to Start a Return

Just drop us an email at hey@fayne.co.uk with your order number and a brief note about why you'd like to return. We'll get back to you within 24 hours with everything you need. Pack the item carefully, send it to our return address, and once it lands with us we'll take care of the rest within 5 business days.

3. Return Shipping Costs

  • Changed your mind: Return shipping is your responsibility.
  • Item arrived damaged or defective: We'll cover the full return shipping cost.
  • Wrong item received: We'll cover the full return shipping cost.

We'd always recommend using a tracked service when sending anything back, as we can't take responsibility for parcels lost on their way to us.

4. Return Address

Fayne Returns
196 Hill Lane
Manchester M9 6RG
United Kingdom

5. Refund Timeline

The moment your return arrives with us, we'll inspect it with the same care we put into making it. Your refund will be processed within 5 business days and you'll receive a confirmation email the moment it's done. Refunds go straight back to your original payment method. Your bank or card provider may take a little extra time to show it — but it's on its way. 

6. Refund of Original Shipping Costs

If you're returning because you've simply changed your mind, original shipping costs are non-refundable. However if your item arrived damaged or we sent the wrong thing — your original shipping cost comes back to you in full. No questions asked.

7. Exchanges

Fell in love with a different design? We'd love to help you find your perfect piece. Email us at hey@fayne.co.uk with your order number and the design you'd like instead. If there's any price difference we'll handle that smoothly — whether that's a top up payment or a partial refund back to you.

8. Damaged or Defective Items

If your order arrives damaged or defective, please reach out to us within 30 days at hey@fayne.co.uk with your order number and a photo of the issue. We'll offer you a free replacement or a full refund — and we'll take care of every penny of the return shipping. Because that's never your problem to carry.

9. Wrong or Incomplete Orders

If we've made a mistake and sent you the wrong item or something is missing, please get in touch straight away at hey@fayne.co.uk. We'll make it right, completely at our cost. Every time.

10. Order Cancellation

If your order hasn't been dispatched yet, just email us at hey@fayne.co.uk as soon as possible with your order number and we'll cancel it free of charge. If your order has already left us, it'll follow our standard returns process once it arrives with you.

11. Partial Returns

Returning just part of your order? No problem at all. Just note that original shipping costs won't be refunded on partial returns unless the reason for return is a fault on our end.

12. Non-Returnable Items

  • Items that have been worn, washed or altered in any way
  • Items returned without their original packaging or tags
  • Items returned outside the 30-day window

13. Late or Missing Refunds

If your refund hasn't appeared after 5 business days, we'd suggest checking with your bank or card provider first as processing times can vary. If you've done that and something still doesn't look right — come back to us at hey@fayne.co.uk and we'll look into it straight away.

15. Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection laws. Your statutory rights always remain fully intact.

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).