Delivery & Returns

Delivery and Returns

Returns in short

You have 30 days from delivery to return your pieces. They simply need to be in new condition, in their original packaging, with your name and order number tucked inside. You can easily start the process in our returns portal (a £3.50 label fee is deducted from your refund), or you are welcome to post it back yourself using your own courier. Please note that earrings (except ear cuffs) cannot be returned for hygiene reasons. If a piece arrives faulty, please contact us within 30 days and we will happily replace or refund it with free return postage.

UK Deliveries

We know you'll be eagerly awaiting your new pieces, so please choose the delivery option that suits you best:

  • 3-7 Working Days Royal Mail Tracked: FREE on all orders
  • 1-2 Working Days Royal Mail Tracked (order before 3pm working day): £5.50 – FREE on orders over £120
  • Next Working Day Royal Mail Tracked (order before 3pm working day): £8.95

Please note: During our busiest times, there may be a slight delay to standard 3-7 working day deliveries.

International Deliveries

  • US Deliveries (5 - 10 Days Royal Mail International Tracked): $10 – FREE on orders over $100 (order before 12pm BST/GMT working day)
  • Europe Deliveries (5 - 8 Days Royal Mail International Tracked): £10 – FREE on orders over £100 (order before 12pm BST/GMT working day)
  • Rest of World (5 - 10 Days Royal Mail International Tracked): £10 – FREE on orders over £100 (order before 12pm BST/GMT working day)

We are constantly working on expanding our international family. If we do not currently ship to your lovely corner of the world, please reach out to us at hello@fayeandalice.com and we will do our best to assist.

Dispatch times & Pre-orders

For orders placed on weekdays before 3pm GMT, we always aim to dispatch them the very same day. Orders placed over the weekend will be carefully packaged and dispatched on Monday. During busy periods, next working day and 1-2 working day orders will naturally be prioritised.

If your order contains a pre-order item, your entire order will be shipped together once the pre-order piece is ready.

Returns & Exchanges

We want you to completely fall in love with your Faye & Alice jewellery. If for any reason you don’t, we gladly accept returns within 30 days of delivery.

To accept your return, we just ask that the items are in new condition and wrapped in their original packaging. Please don’t forget to include your name and order number in your package so we can smoothly process your refund.

  • When returning for a refund through our helpful portal, a £3.50 return shipping fee will be automatically deducted from your refund.
  • For hygiene reasons, earrings (excluding ear cuffs) cannot be returned.
  • Any free items included with your order (like our complimentary hoops) must be included in your return.
  • Returns due to preference or ordering mistakes are covered by the customer.
  • Delivery costs are non-refundable unless your item is faulty.

We aim to process all refunds within 10 working days, though we appreciate your patience as this may take slightly longer during busy gifting seasons. Unfortunately, we cannot be responsible for returns which do not arrive safely with us.

Exchanges

We are more than happy to help you with an exchange within 30 days of purchase. To arrange this, please email us at hello@fayeandalice.com with your order number and the specific piece and size you would like instead.

As our beautiful pieces can sell out quickly, we recommend placing a brand-new order if you need your item urgently, and simply returning your current order for a refund. If exchanging directly with us, there is a small £3.95 re-shipping fee to cover the outgoing postage of your new item.

Returning a faulty item

We’re so sorry to hear your Faye & Alice piece was less than perfect. Please contact us at hello@fayeandalice.com within 30 days of receipt, and we’ll immediately replace or refund it for you. We gladly offer free return shipping for faulty items.

Return Shipping Fees

If you choose to use our returns portal, a £3.50 return shipping fee will be deducted from your refund. If you prefer, you may ship your return to our warehouse yourself using your own trusted courier to avoid this portal fee.

International Duties and Taxes

EU Customers: If you are based in Europe and the total value of your order is under €150, you will not encounter any additional duties or charges upon delivery. The price you pay at checkout is the final amount.

Other international orders may be subject to customs duties and taxes once they reach their destination outside of the UK. Currently, any fees are payable by the customer and we do not cover this cost (even on orders sent with free shipping). Any duties and taxes are non-refundable.

A Gentle Note on Our Environment

While your absolute happiness is our top priority, the environmental impact associated with free returns is something we care deeply about. The transportation back to warehouses adds to global carbon emissions, which is why we only offer free returns on faulty items. We sincerely thank you for understanding our decision and helping us shop responsibly.

If you have any further questions, please get in touch with us at hello@fayeandalice.com where we will be delighted to assist you.