TERMS & CONDITIONS
terms & Conditions
These general Terms and Conditions apply to all visitors to the website as well as any business transactions through this online store. The website navigation and purchase of any product on our website imply acceptance of all the following terms and conditions. FAYA reserves the right to change these conditions without notice, and any changes will be published on our website.
Personal Data Protection
The customer may, at any time, request the cancellation of the newsletter subscription by unsubscribing it via one of the newsletter, or simply filling out the contact form with their details (name and email) stating “I do not wish to receive further communications from FAYA “.
Shipping Cost | Freight Charges
Carriers apply the transport cost according to the destination country, weight and volume of the items. The freight is calculated and displayed automatically on our website (checkout page), after selection of the destination country.
Delivery Tracking
All orders shipped by FAYA have a tracking code associated, sent by email as soon as your order is shipped. The result is given by DHL, UPS, Fedex, Portuguese or destination country postal services tracking pages. As an exception, a few destination countries do not guarantee full tracking. We clearly mention these cases on the order’s checkout page, as “No tracking” on the shipping method option. If you notice any lack of information and the shipping method is standard shipping, to have more accurate details of the delivery status you can track the order on “track & trace” webpage of the destination country’s postal company: track the number we provided on the shipping confirmation email.
Duties & Taxes
If shipped to non-EU countries, or a European non-EU member country, or territories with exception taxes context (for example the Canary Islands), orders can be randomly selected by customs and/or health authorities for inspection. Duties are the customer’s responsibility. If duties are applied to the order, the value of the import tax can be applied on the value of the products plus the cost of shipping. In certain destinations (for example Cyprus) other taxes can be charged. These values are the customer’s responsibility and must be confirmed by them, considering the value of the order and the type of product.
Return Policy
FAYA’S main goal is the customer’s complete satisfaction. Purchasing decisions are easy, quick and fully transparent. However, if a customer gives up on the purchase after delivery, the deadline for requesting the return and refund of a product unopened and unused is 15 days after receiving the order. The procedure implies:
- Filling out the contact form communicating the intention to return the product. As an alternative, the customer can email us.
- Provide the order number.
- Mention the reference(s) of the product(s) to return.
No later than two working days, our customer care team will send you an email with all the necessary information to return the product(s).
It is essential that the customer:
· Waits for our email with the return information and saves the product(s) under the same conditions that they were received (including the package and correspondent label) in order to return it. · Note that there is a maximum period of 7 days after our validation for the return, to send the product(s) to our address according with the instructions provided by our team.
After the return is received:
· We will review the product(s) within 5 working days after return reception.
· If everything complies with the return policy, the customer will receive the refund within 10 days.
For the return to be accepted, it is essential to comply with the following rules:
· The product must be sealed in its original packaging, including the protective cellophane or labels (if any). · Ensure that any marks or seals on the product’s box, including protective seals, remain intact. · Ensure that the product includes all items, such as samples, gifts, and any other components, while maintaining the original shipping conditions. Please check all the information regarding our returns and refunds policy here.
Delivery time
The delivery time after dispatch depends on the destination country and the shipping method.
The estimated delivery time is stated on the checkout page of the order and is confirmed on the shipping confirmation e-mail of the order. This period does not include the time that destination customs hold the order for inspection. Delivery periods may differ from the estimated ones in certain exceptional periods of increased e-commerce flow (examples: Black Friday, Christmas and holidays). We suggest our customer to purchase considering these aspects to have the expectations adjust and fulfilled.
Carriers do not allow us to schedule a specific time for delivery of your order, so it is important to mention the correct delivery address open to reception during working hours, for example, your workplace.
· Orders are posted in the carriers within 1 business day after payment confirmation.
· This period may be changed due to an exceptional situation such as, a payment review/validation is required, or if a product runs out of stock. In this situation the customer is contacted immediately, and a solution is provided. Customer always has the possibility to cancel the order.
Please check all information about delivery time here
Please note: We supply goods only in the usual quantity for household consumption. In specific cases (especially in the event of discounts or clearance sales), we are entitled to determine a maximum quantity that we can supply or adjust the handling, shipping and delivery time to guarantee a delivery without any issues.
For deliveries with no tracking or for orders with tracking but no delivery status update, if the destination postal services company informs the recipient that the order is lost, we offer a reshipping or a refund of the total amount of the order to the customer.
All prices of goods, including discount prices/marketing campaigns, are valid until further notice or until stocks are sold out.
