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Returns & refunds
How do I submit a return?
Return eligibilityWe offer free returns on the first order you place with any brand, so you can feel confident trying out new products online.Free returns are only eligible on your first order with a brand. This means that any additional orders you place with that brand won’t be eligible for free returns, even if you are purchasing new products you have not ordered before.Typically, you’ll have 60 days to return all eligible orders. Return windows may vary based on account history and order activity; terms apply. The return window for each eligible order will always appear in your portal.If the order was placed using 60-day payment terms and the invoice isn’t paid, we won’t charge you for the items you’re returning. If the order was placed using payment on shipment, the cost of items you’re returning will be refunded directly to your original payment method at the time the return is scanned into transit by the carrier. Please allow 5–10 business days for the refund to show up on your payment method.Once you submit the return on Faire, we’ll email you a prepaid shipping label. You can also find and print this label directly from your Faire account.Some important notes: Return shipping costs are covered by Faire, but the original shipping costs and import fees to your store are non-refundable. If an invoice has been paid with Faire credit and a payment card, the credit will be returned first. If Faire Direct credit was originally used to pay for an order that was returned, it will not be restored automatically to your Faire account as credit. Customized products or testers can’t be returned. Partial or single items from pre-packs are not returnable. All items included in an apparel pre-pack must be returned as a complete set. Returning from the US or CanadaIf you're based in the US or Canada, returned items are sent to our warehouse, where they’re thoroughly inspected before being resold at a discounted price on Faire. Returning from Europe, Australia, or New ZealandIf you’re based in Europe or Australia, you are still eligible for free returns on opening orders, but the return process may be different based on your country. Details on this process are explained as you submit a return on Faire. Submitting a returnIf an order is eligible for a free return: Hover over your Account icon and select Orders. Find the order with the items that you want to return, and then select Create a return. You’ll only see this option if your order is eligible to return. For eligible orders, you'll also see the return window for that order. Select Start Return. Select the quantity of each item that you want to return and a reason for the return. Then, confirm the return total. Select Next. Select your return shipping method: For US retailers, you can either select the option to drop off at a carrier near you, or schedule a pickup . Returns will be shipped to Faire in the US. For UK retailers, you will only have the option to drop off at a FedEx depot. Returns will be shipped to our Donation partner in the UK. For EU retailers, you will only have the option to drop off at a UPS drop off point. Returns will be shipped to our Donation partner in the Netherlands. Once you’ve selected your shipping method, select Continue. Acknowledge & agree to our return policy and select Submit Return. Your return shipping label will be emailed, but you'll also have the option to print it right away from the return confirmation page. Please gently package your returns into sturdy boxes and prepare them for pickup or drop off. If you did not schedule a pickup, please be sure to drop off and ship back the items by the Ship Return By date noted on your return label.Shipping a returnTo help us process your return: Carefully inspect and package each return to prevent items from being damaged in transit. Make sure the items you return are in the same, like-new condition that you received them. If you feel like you have received incorrect or damaged items, please don’t return them. Instead, report them as damaged or missing. Include the same items and quantities you indicated when submitting the return Package individual returns separately, each with its own return label provided by Faire. Ship returns back by the Ship Return By date on each return label. If any items that you return are missing or in a condition that prevents us from selling them, you’ll be charged for those items. We’re unable to send back any damaged items that have been returned.Return labelsIf your return requires multiple boxes, or if you do not receive a return label, please let us know and we’ll connect you to a support specialist who can help create labels for you. Return metricsWhen creating a return, you will see a dashboard with your return metrics. Return Rate: Your return rate is the total value of returns created divided by the total value of your orders within the last 270 days. If you decide to keep a product after creating a return for it, that product will still be included in the calculation of your return rate. Returned Items: Your returned items is the total number of products you have created returns for within the last 270 days. The second number, the denominator, is the total number of products you have ordered within this time period.
Orders & shipping
When will I get my orders?
Faire has thousands of brands for you to shop, each with their own creation, fulfillment, and shipping processes. Each brand fulfills and ships your order directly, so you can always contact the brand if you have any questions along the way. What happens after I place my first order? After you place your first order on Faire, we’ll start verifying your account to make sure it meets our retailer eligibility guidelines. You might be asked to provide additional business information during this step. If so, you’ll see a notification in your portal and get an email with next steps. To learn more about how account verification works, visit How do I verify my account? How can I track my order? Every order will have a tracking number provided by the brand. We’ll show this on your Orders page for each order. You can select the order you want to track and choose Track Package. You’ll also receive an email with a link to the tracking number as soon as your order ships. If you have issues with an order after it has shipped, we recommend reaching out to the brand through your Messages tab for more information. What should I do if the tracking information is incorrect or missing? If you have issues with viewing the tracking details after your order that has shipped, we recommend reaching out to the brand through your Messages tab for more information. What if my order hasn’t shipped yet? The brand will provide an estimated ship date for your order, and we’ll keep you informed via email of this date. If they haven’t shipped your order after this date, you can contact the brand through your Messages tab to confirm the reason for the delay. How long will it take for my order to ship? Each brand sets their lead time based on how long it takes for them to prepare and ship your order. You can view the brand’s lead time while shopping, and where possible, we’ll provide a delivery time estimate to help you plan your purchase. Can I expedite my order? We value all our Brands' efforts and respect their hard work as they produce all of their products. Due to brands having full control over shipments, we have no power in expediting orders they receive. If you would like to request to receive your order at an earlier date, we recommend reaching out to the brand directly via your Faire Messenger. This will ensure full transparency between you and the brand regarding any exception they may be able to make for you. What if my order status is on hold? If this is your first Faire order, you may need to finish verifying your account before your order can process and ship. Your order will show an On hold status in your portal until your account setup is complete. For more information on what’s required to complete your account setup, visit How to get started on Faire. You may see an On hold status if the brand is requesting a shipping cost adjustment. These orders will require your review and approval if the shipping rate you confirmed at checkout has changed. For more information visit How does shipping work?
Orders & shipping
How can I cancel an order?
The option to cancel an order on Faire depends on how far along the brand is in processing it. You can check the status of your order and see cancellation options on the Orders page in your account. If an order is unexpectedly canceled, check your email for a message from us with the reason. You can also message the brand for more information.Can I cancel my order?You can cancel an order within 24 hours of placing it, as long as the brand has not already accepted the order. If the order does not show an expected ship date on the Orders page, the order has not yet been accepted by the brand.To cancel an eligible order: Hover over your Account icon and select Orders. Find the order you’d like to cancel and select Cancel items. A confirmation pop-up will appear where you will be prompted to select a cancellation reason and have the option of leaving a note for the brand about the cancellation. Once you select the Cancel Order button in the pop-up, the order will be canceled right away. How do I request a cancellation?If it’s been longer than 24 hours since you placed your order, or the brand has accepted the order, you’ll need to request a cancellation. If the order shows an expected ship date on the Orders page, the order has been accepted by the brand. To request a cancellation on an eligible order: Select your Account icon. Choose Orders from the drop-down menu. Find the order you’re hoping to cancel and select Request cancellation. A pop-up will surface where you will be prompted to select a cancellation reason (required), and can choose to leave a note for the brand regarding your request to cancel (optional). Once you select the Request cancellation button in the pop-up, your cancellation request will go to the brand to either accept or decline. The brand has 2 days to respond; if they do not, the request will be automatically declined. Can I cancel an order that has shipped? No, if the order status indicates it has already shipped, the order can no longer be canceled. What happens after my order is canceled? Once an order is canceled, you will receive an email with a reason for the cancellation. The order will also reflect a canceled status on your Orders page.Payment for orders is collected at the time of shipping according to the payment terms assigned to the order. We do not allow cancellation requests on orders that have shipped. If your order is canceled successfully, please know you will not be charged.In some cases, an authorization hold may take place prior to an order being shipped, and this hold will be dropped if the order is canceled. For more information please visit Why am I seeing a pending charge from Faire? What happens if my order is canceled but I didn't request a cancellation?If your order is canceled, you’ll get an email confirming the cancellation. If the order was canceled by the brand, the cancellation reason will be in the email. If your account has been verified, you can message the brand if you have questions.If a brand has not accepted or confirmed an order within 30 days of the order placement, our system will automatically cancel the order after the 30-day period. We have this check in place to avoid having you wait too long for an order without any update. We recommend reaching out to the brand directly via your Faire Messenger to see if they are able to provide any further insight on the order or assist you in placing a new order.If you need more information on the cancellation reason provided in the email, please reach out to our team and a support specialist can help.
Orders & shipping
How do I report issues with my order?
You can report missing or damaged items for up to 14 days after an order is delivered. What should I do before reporting missing items? Before submitting a missing item report, please take the following actions to attempt to locate the package: Checked the entire property Checked the mailroom and mailroom staff, if one is present Checked with neighbors/businesses Checked any security footage present Contacted the carrier to obtain additional info and report the order stolen or lost How do I report missing items? Select Orders in your account dropdown menu. Scroll to find the order and select Report damaged / missing items. Select Missing for each item, and the affected quantity. Add a detailed comment describing the problem and actions you’ve taken to resolve the issue. Your comment must be at least 10 characters. Choose if you’d like a replacement order or a refund. To order replacements, select Replace items. To receive a refund, select Cancel items. Select Report Issue to submit your report. How do I report damaged items? Select Orders in your account drop-down menu. Scroll to find the order and select Report damaged / missing items. Select Damaged for each item, and the affected quantity. Add a detailed comment describing the issue and action you’ve taken to resolve the issue. Your comment must be at least 10 characters. Upload at least one photo (PNG or JPEG) of each damaged item, as well as at least one photo of the damaged packaging and box. All photos will be reviewed by our team to determine if you’re eligible for a refund or replacement (if requested). To order replacements, select Replace items. To receive a refund, select Cancel items. Select Report Issue to submit your report. What do I do with damaged items? We recommend that you keep the items and packaging for at least 14 days after submitting the report, allowing the brand to review it and follow up if needed. You are not required to send the damaged items back to Faire, however the brand may request that the damaged items be sent back to them directly. What if the items I got are not as expected? If you receive items that are different than you anticipated, we recommend contacting the brand through Faire Messenger to understand the discrepancy. The brand may be able to help you fix the issue, or give further details if the product has unique traits as part of its manufacturing process. If you’re unable to reach a resolution, or you don’t receive a reply from the brand, please let us know and we’ll connect you with a support specialist to assist. What if the items I received are Incorrect? If you receive incorrect items or items you did not order in your package, we recommend reaching out to the brand first, through your Faire Messenger, to let them know. If there are items you did order that are missing or were replaced with the incorrect items, we recommend moving forward with reporting the items you did not recieve as missing/damaged. Please refer to the guidance above on how to report these in your portal. If the brand would like the incorrect items returned back to them, the brand will need to provide you with a prepaid return shipping label. This can be provided directly through your Faire Messenger. What if my retail customer returns a damaged item to my store? If a product is not damaged when you receive the order from the brand, the brand is no longer responsible for its condition after it is resold. To prevent any issues from occurring for your customers, we ask that you assess the product quality before reselling to ensure it is in perfect condition. How does it work if I choose to replace items in my report? A replacement order is then created for the brand to fulfill. Once the brand has fulfilled the order, you’ll be notified through email when the replacement has shipped. You’ll get a new invoice charging you for the replacement order, with shipping costs covered by Faire. Why am I being charged for replacement items? When you choose a replacement, we refund or adjust the item costs that are reported on the original order. If your original order has already been paid, we will refund the payment method used to pay for that order. If your original invoice has not yet been paid, the reported items will be removed from your existing invoice. If the brand fulfills the replacement before your refund finishes processing, your refund for the original order should process within 7 - 10 business days. You’ll be charged for the items on the replacement order when the brand fulfills it. Your payment option used on the original order will be selected by default. Ex: If you placed the order using payment on shipment, the replacement order will also be Payment on shipment. How does it work if I choose to cancel items in my report? When you choose to cancel the reported items, your payment or refund will be handled differently depending on your original invoice payment terms. If you used payment on shipment and your invoice for the original order has already been paid, we will refund the payment method used to pay for that order. This typically takes 7 - 10 business days, depending on your financial institution. If you used net 60 payment terms and your original invoice has not yet been paid, the reported items will be removed from your existing invoice, and you won’t be charged for them when the invoice is due. If Faire credit was used, we will return the credit to your account first, and any remaining value will be refunded to your payment method used on the order. If Faire Direct credit was used to pay for the order, that credit won’t be restored. Any refunded Faire credit will appear in your account balance immediately, and automatically apply to your next order with any brand. How can I check if I filed a report? Go to Invoices in your account dropdown menu. Input the order number in the search bar. Toggle from the unpaid tab to the paid tab if payment took place on the invoice to pull up the order. Select View Invoice. Locate the Issue Reported on section in your invoice to view the items and quantities that were reported missing or damaged. If you do not see Issue Reported on the invoice this means that the report was not filed on the order. Why can't I report an issue? All reports for damaged or missing items must be submitted within 14 days after the order is delivered. After 14 days, the option will no longer be available, but you can request an extension to report issues with an order. Faire isn't responsible if you choose to report issues to the brand directly, off our platform. Faire reserves the right to accept or reject any missing or damaged report filed, including in the event Faire suspects any fraudulent activity. Faire’s decision whether to accept a damaged or missing claim is final. How can I request an extension? Select Orders in your account dropdown menu. Scroll to find the order and select Report damaged / missing items. Fill out the extension request fields: Select the What is the Issue? dropdown and choose the most applicable option. Enter a description of the issue and why it was not reported within 14 days of delivery. Select Submit. You will receive an email update from our team once your extension request has been reviewed. If your extension is approved, you can report the issue in your portal. How do I cancel or reverse a report? If you locate an item you reported missing, or you’re able to fix an item you reported damaged, please let us know as soon as possible and we’ll connect you with a support specialist to update your report. If you requested a replacement and no longer need it, we recommend submitting a cancellation request. For more information about how to cancel an order, visit How can I cancel an order? Why am I being charged for shipping after I report items? The shipping costs are not automatically adjusted from the order if items are reported. If your entire order was reported as missing or damaged and you are being charged for shipping, please let us know and we can connect you to a support specialist.
Orders & shipping
How do I contact a brand on Faire?
The best way to get in touch with a brand on Faire is through our chat messaging platform. Chat is available on all Faire platforms, including on our desktop website and our mobile app. We encourage you to contact the brand directly for specific questions about their products or about the status of an order. All the brands on Faire produce and ship orders to you directly, so they’re the best point of contact to get those questions answered. How do I send messages from the Faire website? To chat with brands on Faire you've already interacted with using your desktop, laptop, or mobile browser: Select the speech bubble in the bottom-left corner of your portal. Enter the brand name you want to connect with in the Search bar. Enter your message in the Type a message... field. If needed, you can attach a PDF or image file by selecting the paperclip icon. (Supported file types: PDF, JPEG, PNG, GIF, WEBP) Select Send or press Shift + Enter on your keyboard to send your message. To message a brand you haven't ordered from before: Select the Message icon in the upper-right corner of the brand’s shop page. Enter your message in the text field. Select Send message. Once you send your message, a new thread with the brand will appear in your Messages tab where you can check for their reply or send attachments as needed. You can also select Mark as unread in any message thread to move it back to your Unread tab. How do I send messages from the Faire mobile app? To start a new message with a brand in the mobile app: Tap Search products or brands. Type the brand’s shop name. Tap on the brand’s name to load their shop page. Select the speech bubble icon near the top of the screen. Type your message and tap enter. To view your existing conversations using your mobile device: Tap the Profile icon in the lower-right corner of the screen. Tap Messages. The mobile app doesn’t support file attachments. To send a file to a brand, please use the desktop version or a mobile browser. Can I send attachments to brands in the mobile app? No, the mobile app currently doesn't support file attachments. To send a file to a brand, please use the desktop version or a mobile browser. Can I message a brand before placing my first order? The use of our chat messaging platform will become fully available to you after you place your first order, and your account is verified. Can I unsend a message? You can retract a message up to 10 minutes after sending. To unsend a message: Hover over the message and select the icon with the 3 dots. Select Delete message. Messages can't be restored once deleted. What should I do if a brand is unresponsive? We recommend allowing brands 24 hours for a response. If there is no response provided within this timeframe, please let us know and we’ll connect you with a support specialist to assist with reaching out. Will my team members see my messages? Yes, all team members will be able to read messages between your team and the brands on Faire. By default, messages from your team will show as unread when you open messenger. If you would prefer to have them marked as read, you can update this by following the instructions below: Select the gear icon above your conversation list. This will open a pop-up modal with options to update your profile photo and your team’s messenger configuration. Select the checkbox labeled “Automatically mark messages sent by my team as read.” What does it mean if a conversation is in the Needs Reply section? The new Needs reply section automatically sorts and surfaces the most urgent messages first, so you can focus on what matters and never miss a time-sensitive conversation. You can also add or remove conversations from this section by following the steps below: Open a messenger conversation Select the three dots in the top-right corner of the conversation Select either Mark as needs reply to add the conversation to your Needs Reply section or select Dismiss to remove the conversation from your Needs Reply section What else can I do in Faire Messenger? When using a desktop computer, you can now use the icons on the right-hand side of a messenger conversation to view the brand’s profile, your orders with them, and your cart, all while staying in the conversation.
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