Refund policy

FAE — Payment, Shipping & Returns Policy

Last updated: October 11, 2025

Payment Policy

Currencies

  • All payments and refunds are processed in US Dollars (USD).

  • If you are paying in a different currency, your card provider or payment service will apply its exchange rate on the date the transaction is processed.

Accepted Payment Methods

FAE accepts the following payment methods:

  • Major credit and debit cards (Visa, Mastercard, American Express, Discover)

  • PayPal

  • (Optional) Apple Pay / Google Pay — if enabled at checkout

Note: Certain orders may require additional card or identity verification by your bank or payment provider. If verification is required, your order will be held until approval is received. Your card is charged at the time of purchase.

Payment Security

  • All card transactions are processed over secure, encrypted connections via our payment processor.

  • FAE does not store full card numbers on our servers. Saved payment methods (if you choose to save them) are tokenized by our processor.

If you have questions about payment methods, please contact hello@faeonline.com.

 

 

Shipping & Delivery Policy

Where We Ship From & Carrier

  • Orders ship from Washington State, USA.

  • We ship primarily via UPS (Ground, 2nd Day Air, Next Day Air, and international services where available).

Processing Times

  • Orders are typically processed within 1 business day (Mon–Fri, excluding US holidays).

  • During high‑volume periods (e.g., launches or sales), processing may take an additional 1–2 business days.

Delivery Estimates (Domestic USA)

  • UPS Ground: 2–7 business days, depending on destination.

  • UPS 2nd Day Air / Next Day Air: 1–2 business days in transit after dispatch (cut‑off times apply).

Delivery times are estimates and are not guaranteed. Weather, carrier constraints, remote delivery locations, and other factors outside FAE’s control may impact actual delivery times.

Address Accuracy

  • Please ensure your shipping address is complete and accurate at checkout. We are not responsible for delays or lost packages due to incomplete/incorrect addresses (e.g., missing unit/apartment numbers or incorrect ZIP codes).

  • Once an order has been shipped, we are unable to reroute it.

Shipping Costs (Domestic USA)

  • Calculated at checkout based on service level, weight, and destination.

  • We may contact you if your order requires non‑standard packaging or oversize handling that materially affects the shipping cost. Your order will be held pending your approval of any additional charges.

International Shipping (Outside the USA)

  • International shipping is available to most countries via UPS. Costs are calculated at checkout and typically range from USD $25–$60 depending on destination, weight, and service level.

  • Duties, taxes, and import fees are not included unless explicitly stated at checkout. These fees are set by your local customs authority and are the customer’s responsibility.

  • If special customs handling, brokerage, or documentation is required for your location, FAE may contact you after purchase to arrange the best approach or to offer special handling for your particular situation. If you decline any additional fees or requirements, we can cancel the order and refund your product cost (original shipping is non‑refundable once the order has shipped).

  • Some destinations may be temporarily unavailable due to carrier restrictions or local regulations. If we cannot ship to your location, we will notify you and issue a prompt refund.

Order Tracking

  • You’ll receive a shipping confirmation email with a UPS tracking number once your order ships.

Risk of Loss & Insurance

  • Packages are shipped with tracking via UPS. Risk of loss passes to the customer upon carrier delivery confirmation to the address provided. If your package arrives visibly damaged or appears tampered with, please refuse delivery when possible and notify us at support@faeonline.com.

 

 

Returns & Exchanges

Return Window

  • We gladly accept returns or exchanges within 10 days of delivery.

How to Start a Return or Exchange

  1. Email hello@faeonline.com with your order number, the item(s) you wish to return or exchange, and your reason.

  2. We’ll reply with a Return Merchandise Authorization (RMA) and instructions. Please write the RMA on the outside of the return package.

Condition of Returned Items

  • Items must be new, unused, and unaltered with all original tags, packaging, and accessories included.

  • For hygiene reasons, intimates (e.g., underwear), face masks, and swimwear must be returned with hygiene liners intact and in original condition.

  • Items not meeting these conditions may be refused and returned to you at your expense.

Return Shipping Costs

  • Domestic USA: Return shipping is the customer’s responsibility. If you choose a prepaid UPS label from FAE (when available), we’ll deduct the label cost from your refund.

  • International: Return shipping, duties, taxes, and any import/brokerage fees are the customer’s responsibility. These amounts are non‑refundable and may be deducted from your refund if billed to FAE.

Exchanges

  • Exchanges are subject to item availability at the time we process your return. If the requested item is unavailable, we’ll issue a refund per our policy below.

Refunds

  • Refunds are issued to the original payment method after the return is received and inspected, typically within 10–14 business days of delivery to our facility.

  • Original shipping charges are non‑refundable.

  • For international orders, fluctuations in exchange rates between purchase and refund dates may cause differences in the refunded amount when viewed in your local currency.

Late or Refused Deliveries

  • If you refuse delivery or fail to pay any required import duties/taxes, the carrier may return or abandon the shipment depending on local laws. Any return shipping, handling, or import fees billed to FAE will be deducted from your refund. No refunds are provided for shipments that are destroyed by customs due to non‑compliance.

 

 

Terms & Conditions (Summary)

Orders & Availability

  • Items are reserved once your payment is authorized. For pre‑orders (if offered), your card may be charged at checkout and the item will ship upon arrival to our warehouse.

Pricing & Taxes

  • All prices are shown in USD. Sales tax is applied at checkout where required by law (e.g., Washington State and other applicable US jurisdictions).

  • Shipping costs vary by destination, service, and order size and are shown at checkout.

Site Use & Content

  • All content on faeonline.com (images, text, designs, trademarks) is owned by or licensed to FAE and protected by applicable intellectual property laws. Unauthorized use is prohibited.

Limitation of Liability

  • To the fullest extent permitted by law, FAE is not liable for indirect, incidental, or consequential damages arising from your use of our products or services.

Governing Law

  • These policies are governed by the laws of the State of Washington, USA, without regard to its conflict‑of‑law provisions.

Contact

  • Questions? We’re here to help: hello@faeonline.com