Faith & Fae | Returns & Refunds Policy

At Faith & Fae, we hope you love every purchase. We carefully select our collections and take great care when preparing your order.

If something isn't quite right, we're here to help. We offer a 30-day returns policy for eligible items, in addition to your statutory consumer rights.

Our 30-Day Returns Policy

If you've changed your mind or an item isn't quite what you expected, you may request a return within 30 calendar days of receiving your order.

For returns under our additional 30-day policy, we ask that:

• Items are unworn and unused, apart from reasonable inspection or trying on.

• Items are in their original condition, with tags and labels attached where applicable.

• Any accessories supplied with the item are included.

• Original packaging is included where reasonably possible.

Please send your return within 14 days of notifying us.

These conditions apply to our additional 30-day returns policy and do not restrict your statutory rights.

How to Request a Return

You can request a return through your Faith & Fae customer account using our online returns service.

Alternatively, email info@faithandfae.com with your order number and details of the item you wish to return.

We will provide return instructions. Please package your items securely and include your order number inside the parcel.

You do not need our approval to exercise your statutory right to cancel an eligible order, provided you notify us within the applicable cancellation period.

The Following Items Cannot Be Returned Under Our Change-of-Mind Policy

Certain products are excluded from change-of-mind returns where permitted by law, including:

• Personalised, customised or made-to-order items produced to your individual specifications.

• Sealed hygiene-sensitive products that have been unsealed after delivery and are unsuitable for return for health protection or hygiene reasons, where the statutory exception applies.

• Beauty and personal care products where the relevant statutory hygiene exception applies, such as certain unsealed cosmetics or skincare products.

• Goods that become inseparably mixed with other items after delivery, where the statutory exception applies.

Sale and clearance items: These are eligible for our normal 30-day returns policy unless a specific lawful exclusion was clearly communicated before purchase.

These exclusions do not affect your rights if an item is faulty, damaged or not as described.

Return Postage

For ordinary change-of-mind returns, customers are responsible for arranging and paying the direct cost of return postage.

We recommend using a tracked postal service and retaining proof of postage.

Where goods are faulty, damaged, incorrect or not as described, Faith & Fae will cover reasonable return costs where required by law.

Returns Address

Please send returns to:

Faith & Fae
56 Henry Street
Harryville
Ballymena
BT42 3AH
Northern Ireland
United Kingdom

Please include your order number inside the parcel so we can identify your return promptly.

Refunds

Refunds will be issued to the original payment method used to place your order, unless you expressly agree otherwise.

For returns accepted under our additional 30-day policy, we aim to process refunds within 3–5 working days after receiving and checking the returned goods.

For statutory cancellations, refunds will be made without undue delay and within the applicable legal deadlines. Where goods are being returned, this is generally no later than 14 days after we receive the goods or you provide evidence of sending them back, whichever is earlier.

For a statutory cancellation of an entire eligible order, we will also refund the original standard delivery charge. If you selected a more expensive delivery service, we are generally only required to refund the cost of our least expensive standard delivery option.

For voluntary returns outside the statutory cancellation period, original delivery charges are not normally refunded.

We do not charge restocking or refund administration fees.

Your bank or payment provider may take additional time to display the refund.

Your Statutory Right to Cancel

For most online purchases, you have the right to cancel without giving a reason from the time your order is placed until 14 days after receiving your goods.

Where goods in the same order arrive in separate deliveries, the cancellation period will generally end 14 days after the final item is received.

To exercise this right, email info@faithandfae.com with a clear statement that you wish to cancel. You may also use our online returns service or the optional cancellation form below.

After notifying us, you normally have a further 14 days to send the goods back.

You may inspect or try on items as you reasonably would in a shop. Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may make a deduction for diminished value where legally permitted.

Our additional 30-day returns policy does not replace or limit these statutory rights.

Faulty, Damaged or Incorrect Goods

We take great care with every order. However, if an item arrives faulty, damaged or incorrect, please contact us at info@faithandfae.com.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

For qualifying faulty goods, you generally have a 30-day short-term right to reject and obtain a refund. Further rights to repair, replacement, price reduction or refund may apply after this period.

We will handle all such matters in accordance with your statutory consumer rights, regardless of the conditions of our voluntary returns policy.

Cancelling an Order Before Dispatch

If your order has not yet been fulfilled, you may request cancellation through your customer account or by contacting us directly.

If your order has already been dispatched, this does not remove your statutory cancellation rights.

Optional Cancellation Form

You may use this form to notify us that you wish to cancel an eligible purchase. Using this form is optional.

To: Faith & Fae, 56 Henry Street, Harryville, Ballymena, BT42 3AH, Northern Ireland, United Kingdom

Email: info@faithandfae.com

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:

Description of goods:

Date ordered:

Date received:

Customer name:

Customer address:

Date:

Signature (only if submitting this form on paper):

Contact Us

If you have any questions about returns, refunds or cancellations, please get in touch.

Faith & Fae
56 Henry Street
Harryville
Ballymena
BT42 3AH
Northern Ireland
United Kingdom

Email: info@faithandfae.com
Website: www.faithandfae.com

Thank you for shopping with Faith & Fae and supporting our independent Northern Irish business.

With love,

Faith & Fae