FREE EXPRESS SHIPPING ON ORDERS OVER $250
General
Do you have a size chart?
We have a size guide for you to follow, but if you have specific questions about an item that are not already mentioned in the details section on each product please contact our customer service team.
I have reached out to the customer care team and am yet to hear back. What should I do?
Our customer care team is available 9am till 5pm Monday-Friday. Please be mindful our team works internationally and may be on a differing time zone. Please allow 24 business hours for a response to be received. Your enquiry is important to us and we appreciate your patience as we respond to your enquiries as promptly as possible.
What does our newsletter allow you to receive?
The FAE newsletter notifies you of all of our latest arrivals, upcoming promotions, secret discount codes and other exclusive offers. We also offer 10% off your first purchase. Don't miss out and sign up today!
Product
Where are your FAE items designed and manufactured?
FAE is designed in Byron Bay with our own design team and manufactured in Bali.
What if the item I am interested in is sold out in mysize?
All current season items are restocked throughout the year. You can register for immediate email notifications of a restock on the product page of the item you are interested in. Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchange.
I have received a faulty product, what do I do?
At FAE, we pride ourselves on delivering a premium product. In the unlikely circumstance your FAE is faulty please email our customer service team within 14 business days.
If your package shows signs that it was damaged in transit please email our customer service team within 7 days.
Orders & shipping
How do I place an order?
Ordering online from FAE is easy! When viewing an item, simply select your size and quantity needed and then click 'Add to Cart'. You can review the items in your Cart at any time by clicking on the 'Cart' icon in the top right corner of every page. Once you have reviewed the items in your shopping cart, you can either continue shopping or continue to checkout and place your order.
Is it safe to purchase online from FAE
Absolutely! FAE is based in Byron Bay, managed and run by Australians. FAE uses GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures safe Internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party.
However, if you are still concerned with placing your order, please contact hello@fae.house and we will contact you regarding an alternative method to place your order!
Can I cancel/make changes to the order I just placed?
Generally we are unable to make manual changes, however if the order has not been shipped it may be possible. We process orders quickly, so changes cannot always be accommodated. Please immediately contact our customer service team with your change request details included in the email. Please note our customer care team works on a different time zone to some of our online store locations.
Did you receive the order I just placed?
After you place your order via our website, a confirmation email will be sent to your email address once it has been processed. If you do not receive a confirmation email within 24 hours, please contact our customer service team.
How can I track my order?
Once your order is shipped, we will send you an email including a tracking number. If you have not received this email please contact our customer serve team.
All Australian orders will be shipped with Couriers Please or Australia Post. You will receive a tracking number within one business day of your order being dispatched.
All International orders will be shipped with DHL Express. Once we hand over your order to DHL Express and provide you with the tracking number, your items are now in the hands of the shipping carriers.
You can track you package all the way to your doorstep with DHL by clicking HERE. You can track your Australia Post shipment by clicking HERE.
Do you offer free shipping on all orders?
FAE offers free worldwide express shipping on all orders over $250.
What is a pre-order item? Can I cancel my pre-order?
A preorder item is a product that customers can purchase before it is officially available or released. By preordering, customers reserve the item in advance, ensuring they get it as soon as it becomes available. You may cancel until the time your order has been processed. To cancel, please contact our customer service team.
I ordered an available set with a pre-order item, will they ship separately?
We will ship your order once all items are available. If you wish to receive your available item before the pre-ordered one, please contact our customer service team.
Will I have to pay duties and taxes on top of my order?
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these maybe necessary to release your order from customs on arrival. FAE will not be held liable for any fees or taxes you may incur or if your product is seized by customs. We advise that you are familiar with your package destination's import duty, customs and local sales taxes, as well as it's rules and regulations for importing foreign goods and products. If a delivery attempt has been made and the item was not collected and has been returned to us, you will be required to pay the re-delivery fee and the duty tax for re-import of the swimwear. If the duty tax is more then the value of the swimwear, we will abandon the package.
Do you ship to PO boxes?
We cannot ship to PO Boxes, as all packages must be signed for upon delivery, so please ensure that you provide your daytime delivery street address and contact phone number.
Can I cancel my order without being charged?
Unfortunately, we are not able to cancel an order after it has confirmed through our system and payment has been received.
Where is my order? I have not received it yet?
You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, as it may have been received there.
For all orders, please allow 1-2 business days for your order to be dispatched from our warehouse. During busy sale periods please allow up to 3-5 days.
If your tracking number states your parcel has been delivered but you haven't received it. Please contact our customer service team within 14 business days.
Business days do not include weekends or national public holidays and the delivery time frame excludes delays caused during international custom's processing.
Can I return a sale item?
There are no exchanges available on sale items. All sale items are sold as final sale only. Please refer to our Returns Policy or further details.
Rewards Program (House of FAE)
How do I sign up for the rewards program?
If you’ve purchased from FAE or are subscribed to our emails, you’re already part of the House of FAE. To access your account, simply click the account icon in the top right of our website and log in.
If you’re new to FAE, you can join by creating an account visiting the rewards page. It’s free, and you’ll start earning rewards straight away - along with insider access to sales, promotions and new drops.
What are the advantages of becoming a rewards member?
The House of FAE is a tiered rewards program designed to give you more the more you engage with us.
- Earn points with every purchase, as well as through select actions like leaving a review or following us on social. Your points can then be redeemed towards future orders.
- As you move through the tiers, you’ll unlock more - from elevated birthday rewards to exclusive perks.
- Members also enjoy early access to new drops, exclusive sales, and access to free shipping offers and priority service.
You can explore the full list of benefits on our rewards page.
I already have an account / I have purchased from FAE previously. Do I need to create a new one to earn rewards?
We took care of that for you. All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.
Where can I find all of my rewards account info?
The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page (just make sure you’re logged in).
Will I receive points for purchases I made prior to creating my rewards account?
Yes - to get you started, we’ve automatically added points for purchases made in the 6 months prior to the launch of the House of FAE.
This means any orders placed from Feb 1, 2026 onwards have been included in your points balance.
What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?
Contact customer service by emailing hello@fae.house and our team will be happy to assist you with merging your accounts.
How do I redeem my points?
Exchanging your points for rewards is easy. Simply visit the rewards page (make sure you are logged in) to view your reward options and click the 'Redeem' button to redeem your chosen reward.
How do points convert to dollars?
Earning points:
- At Levels 1 and 2, you’ll earn 1 point for every $1 spent (AUD).
- At Level 3, you’ll earn 2 points for every $1 spent (AUD) - meaning you’ll unlock rewards faster.
If you’re shopping in another currency, your spend will be automatically converted to points based on the exchange rate at the time of purchase.
Redeeming points:
20 points = $1 off. For example:
- 200 points = $10 off
- 400 points = $20 off
What are the easy ways to earn points?
There are plenty of ways to earn points with the House of FAE. Start by joining - you’ll receive a welcome reward straight away. From there, you can earn points with every purchase, as well as through simple actions like following us on social, leaving a review, or adding your birthday.
You can explore all available ways to earn on the rewards page.
Will I be able to use my points/rewards in-store?
Yes - you can earn and redeem points when shopping in person at our Byron Bay boutique.
For our Uluwatu boutique, you can still use your rewards - simply email hello@fae.house and our team will assist you.
Do points ever expire?
Yes, points expire 12 months after purchase date.
How is my House of FAE level determined?
Your level is based on the number of points you earn.
- Level 1: 0–499 points
- Level 2: 500–849 points
- Level 3: 850+ points
As you earn more points, you’ll move up through the tiers and unlock additional rewards.
Once you reach a new level, you’ll have access to that tier’s benefits for 12 months.
How do I know which Level I am currently a member of?
When you are signed into your House of FAE rewards account, your home page will list all of the rewards Levels. Your current Level and perks will be highlighted with a box around it.
What is early sale access?
As a member of the House of FAE, you’ll receive access to select sales before they open to the public - giving you the first choice of our most sought-after styles. You may also receive invitations to exclusive sales and promotions, available only to House of FAE members.
How will I know when I’ve reached a new tier?
Once your points reach a new tier threshold, you’ll receive an email welcoming you to your new level - along with any bonus points you’ve unlocked.
Your new level will also be visible when you log into your account.
How can I get a birthday reward?
Add your birthday under the Ways to Earn section on the House of FAE rewards page. On your birthday, we’ll send you a special discount code via email, valid for 30 days.
Birthday rewards are for personal use and can’t be transferred or shared.
How do I redeem my rewards at checkout?
To redeem your points in checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.
Why didn’t I earn points on my purchase?
There are a few reasons why points may not have been applied:
- You weren’t logged into your account at checkout (guest checkout won’t earn points)
- Your order was later returned or cancelled
If you think you’ve missed points in error, please contact us at hello@fae.house and we’ll be happy to help.
Please note: any points earned on a purchase that is later returned will be removed from your balance.
I should have earned points, but my balance hasn’t changed. Did I get credit?
Yes - your points may just be taking a moment to appear. In some cases, there can be a short delay and points may take anywhere from a few minutes to several hours to show in your account.
If you still can’t see them, try the following:
- Refresh your browser
- Log out, then back into your account
- Check your Rewards history to confirm whether points have been added
If your balance still doesn’t look right, please contact us at hello@fae.house and we’ll be happy to help.
I received an error message when referring friends through the email referral box. What went wrong?
Yes - your points may just be taking a moment to appear. In some cases, there can be a short delay and points may take anywhere from a few minutes to several hours to show in your account.
If you still can’t see them, try the following:
- Refresh your browser
- Log out, then back into your account
- Check your Rewards history to confirm whether points have been added
If your balance still doesn’t look right, please contact us at hello@fae.house and we’ll be happy to help.
I’ve referred friends but haven’t received any points. Is there something else I need to do?
Thank you for sharing FAE with friends - we really appreciate it.
There are a few things to check:
- Your friend must be a first-time customer
- The referral must be made using your unique referral link or through the referral box in your rewards account
- Points are only awarded once your friend completes their first purchase
Once this happens, you’ll receive an email confirming your reward, and it will appear in your Rewards history. If everything looks correct and you’re still missing points, please contact us at hello@fae.house and we’ll be happy to help.