Frequently Asked Questions
Find answers to common questions about ordering, shipping, returns, and more. Can't find what you're looking for? Get in touch with our team.
Orders & Payment
How do I place an order?
Browse our collections, select your size and quantity, and add items to your bag. When you're ready, proceed to checkout, enter your shipping details, and complete your payment.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express. Additional payment options are displayed at checkout.
Can I modify or cancel my order after placing it?
We process orders quickly. If you need to make changes, please contact us at [email protected] as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee changes once an order has been dispatched.
When is my order confirmed?
Payment confirms and validates your order. Items are reserved only after full payment, or the required minimum deposit has been made, as stated.
Shipping & Delivery
When are orders dispatched?
Orders are packaged and dispatched on scheduled batch days only. Delivery schedules are always communicated in advance.
Do you offer pick-up?
No. Fay Collectibles operates strictly through delivery services. Pick-ups are not available.
Who pays for delivery?
Customers bear the cost of delivery unless stated otherwise.
What happens if my delivery is delayed by the courier?
Once an order has been handed over to a third-party delivery service, Fay Collectibles is not liable for delays caused by the courier. However, we will provide assistance where possible to help resolve delivery concerns.
Returns & Exchanges
When are returns and exchanges accepted?
Returns and exchanges are accepted only for items with confirmed faults from Fay Collectibles. Items must be unworn, unused, and in their original condition.
How long do I have to request an exchange?
Exchange requests must be made within 24 hours of delivery. Approved exchanges are processed within 48–72 hours after confirmation.
Are sale or discounted items returnable?
No. All sale items, discounted items, and pop-up purchases are final sale and cannot be returned or exchanged.
Product & Sizing
How do I find my size?
Each product page includes a detailed size guide with measurements. If you're between sizes, we generally recommend sizing up for a more relaxed fit or down for a closer fit, depending on the garment style.
Are your product images accurate?
We make every effort to display colours and textures accurately. However, slight variations may occur depending on your screen settings. If you have questions about a specific product, please don't hesitate to contact us.
How should I care for my FAY garments?
Care instructions are included on each garment's label and product page. Generally, we recommend gentle washing at low temperatures and air drying to preserve the quality and longevity of our fabrics.
Account & Support
Do I need an account to place an order?
You can check out as a guest, but creating an account allows you to track orders, save addresses, and enjoy a faster checkout experience.
How do I contact customer support?
You can reach us at [email protected]. Our team responds to all enquiries within 24–48 hours during business days.