Shipping, Returns & Refunds
Shipping
We ship throughout the UK and internationally.
Orders are typically dispatched within 1 to 2 working days, excluding weekends and public holidays. Delivery times begin once your order has been dispatched.
Estimated Delivery Times:
UK: 3–5 Business Days
Europe: 5-20 Business Days
United States: 4-20 Business Days
Australia: 10-25 Business Days
Canada: 4-20 Business Days
Rest of the World: 10–25 Business Days
Please note that delivery estimates are provided by our shipping partners and are not guaranteed. While we always dispatch orders on time, occasional courier or customs delays are outside our control.
Customs & Import Charges
International orders may be subject to customs duties, import taxes, VAT, or handling fees imposed by your local authorities. These charges are the responsibility of the buyer.
For USA deliveries we use a DDP service, which means all duties are paid in advance and you will not need to pay any fees upon delivery.
Following the UK's departure from the European Union, customers within Europe may also be required to pay local import charges before delivery. Please check with your local customs office if you are unsure.
Unless stated otherwise, buyers are responsible for any import duties, charges, or taxes.
Shipping charges are non-refundable for parcels that are refused, unclaimed, returned due to an incorrect address, or otherwise undeliverable.
If you need to amend your order after placing it, please contact us as soon as possible at hello@fayecopapier.com. We can only make changes before your order has been dispatched.
Returns, Refunds & Cancellations
At Faye Co Papier, every product is carefully handcrafted and many are individually personalised. We hope you love your purchase, but if something isn't quite right, we're here to help.
Order Cancellations
Non-personalised orders may be cancelled within 15 minutes of placing your order.
After this time, your order will begin processing and cancellation may no longer be possible.
As personalised and custom-made items are produced specifically for you, they cannot be cancelled once production has begun.
Returning a Non-Personalised Item
If you change your mind, you have the right to return a non-personalised item within 14 days of receiving your order.
To request a return, please contact our customer service team before sending any items back.
Returns sent without prior authorisation are not accepted.
For orders delivered in multiple shipments, the 14-day period begins when the final item has been delivered.
To be eligible for a return, items must:
Be unused and in their original condition.
Be returned with all original packaging and accessories.
Be sent back within 14 days of notifying us that you wish to return them.
To arrange a return, please email hello@fayecopapier.com.
Unless the item is faulty, customers are responsible for return postage costs. We strongly recommend using a tracked delivery service, as we cannot accept responsibility for returns lost in transit.
Weekends & public holidays:Where applicable, the return period is extended to account for weekends and public holidays in accordance with consumer protection legislation.
Personalised & Custom Products
Personalised, monogrammed, custom-made products, sale and outlet cannot be returned, exchanged or refunded.
Please carefully check all names, initials, dates and spelling before placing your order, as we cannot accept responsibility for errors submitted during checkout.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery.
Please include:
Your order number.
A description of the issue.
Clear photographs showing the problem.