Our Returns & Refunds policy
We accept bikinis purchased from in new condition with tags and liners in tact for a store credit. Return shipping is at customer expense. Please note sale items are final sale are not eligible for return. Sale also items include items purchased with a discount and are not eligible for return. For sanitary reasons please try on swimwear over your underwear and that the following is met:
- Unworn items must be returned within 14 days of delivery date
- Unworn items must have hygiene sticker in place and all swing tags attached, and must be in perfect resale condition
- Unworn items must be returned in original FAE bag
Do you offer refunds?
Under normal circumstances we do not offer refunds. If you find a full priced item from our store isn't fitting quite right, we are more than happy to offer an exchange by issuing you a store credit via email to the value of your swimwear, this does not include original shipping charges.
How do I create a return?
Email us at hello@fae.house with your order number to initiate the process.
How soon will I get my store credit?
Once your items are inspected by the returns team, you'll get your store credit notification via email typically within 3 business days.
Does my store credit expire?
Store Credits and Gift Cards can be used at any time, these do not have an expiration date.
Where can I use my store credit?
You can use your store credit via our website, simply apply the code at checkout.
Are returns free?
The shipping cost of returning an item for an exchange are not covered or reimbursed by FAE.
Can I return a sale item?
All items marked as final sale, or with a discount code have been reduced in price and cannot be returned for an exchange or store credit. We understand that buying final sale items can be tricky, so if you have any questions about sizing, fit or fabric please contact our Customer Care team and review our size chart before placing your order. No exceptions can be made for sizing, fit or fabric issues on final sale items.
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.
What items are non-exchangeable?
- Items marked as final sale.
- Free gifts or promotional items with retail value.
- Sale items including items purchased during flash sales or with a code above 15%.
- Items that have been worn with the hygiene sticker and/or tags removed
- Items that have been marked, stained or damaged.
I ordered something and now it's on sale, will you match the new price?
Any orders made prior to a sale are not negotiable for a percentage of a refund once a sale commences.
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.
What if I receive a faulty item?
We are confident you’ll love your pieces however if there are any issues with quality or a fault we will resolve this quickly. Every product we send out is quality controlled, however, in the unlikely event of a faulty item, please contact our customer service team as soon as possible so we can start the exchange process.
FAE will bare the return shipping costs, so please keep your postage receipt and we will reimburse you if we deem the item to be faulty. If the package does not reach us safely, we will not be able to complete the exchange, so it is recommended to use a tracked method for safe delivery. Once your item is returned to us, has been inspected and if we deem it to be faulty, you will be given a store credit so you can repurchase from our online store.