How do I report issues with my order?

You can report an issue with your order for up to 14 days after it's delivered. If a package never arrived at all, report it as a missing package. If a package arrived but something inside it is missing, damaged, spoiled or melted, has a quality issue, or not what you ordered, report it as an item issue instead.

What should I do before reporting a missing package?

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 or nearby businesses.
• Checked any security footage available to you.
• Contact the carrier to obtain additional info and report the order stolen or lost.

How do I report a missing package?

If a package from your order never arrived, rather than something being wrong with an item you did receive, report it as a missing package.

1. Select Orders in your account dropdown menu.
2. Scroll to find the order and select Report issue.
3. Choose Missing package as the issue.
4. Select the products in the missing package and leave a comment for the brand.
5. Choose how you’d like the issue resolved. To order a replacement, select Replace items. To receive a refund, select Get a refund.
6. Review the details on the confirmation screen, then select Submit.

How do I report an issue with items in my order?

If your order arrives with a problem, whether an item is missing, damaged, spoiled or melted, not what you expected, or not what you ordered, you can report it directly from your account. Follow these steps to submit your report.

1. Select Orders in your account dropdown menu.
2. Scroll to find the order and select Report issue.
3. Select Issues with items, then select the product affected.
4. Choose the issue type that matches your situation: Missing, Damaged in transit, Spoiled or melted, Quality issue, or Wrong item. Then select the number of items affected.
5. If you selected Damaged in transit, Quality issue, Spoiled or melted, or Wrong item, upload a photo and add a description of at least 15 characters explaining what happened. Missing item reports don't require a photo but you’re encouraged to leave a comment with anything you want the brand to know.
6. Choose how you'd like the issue resolved. To order a replacement, select Replace items. To receive a refund, select Get a refund.
7. Review the details on the confirmation screen, then select Submit.

What does each issue type mean?

• Missing package: The carrier has marked the entire package as delivered, or its expected delivery date has passed, and you have not received it.
• Missing item: One or more items you ordered were not in the shipment, and they aren't listed as arriving in a separate shipment from this order.
• Damaged in transit: The item arrived broken, crushed, torn, or otherwise damaged due to mishandling during transit.
• Quality issue: The item arrived intact but is unsellable because it doesn't match its listing description due to a manufacturing defect or a flaw in its materials, construction, or finish.
• Arrived spoiled or melted: Food and drink items only. The item arrived spoiled, melted, thawed, or past its expiry or best-before date.
• Wrong item: You received a different product, color, or size from what you ordered.

What do I do with an item after I report it?

If you reported an item as damaged, spoiled or melted, a quality issue, or a wrong item, we recommend keeping the item and its packaging for at least 14 days after you submit your report. This gives the brand time to review your report and follow up if they have questions. You're not required to send the item back to us, but the brand may ask that it be sent back to them directly. This doesn't apply to missing item reports, since there's no item on hand to keep.

If the brand wants the items sent back, they’ll need to provide you with a return shipping label.

What if the items I got are not as expected?

Some products, especially handmade or naturally variable items, can look slightly different from their photos, ex: variations in color, texture, or pattern that come from how the product is made. If that's your situation and nothing is actually wrong with the item, reach out to the brand through Faire messenger to ask about the difference. They can let you know if it's expected or give you more detail about how the product is made.

If you think there's an actual problem with the item rather than just a difference from what you expected, report it as a quality issue.

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 issues for your customers, assess the product quality before reselling to make sure it's in perfect condition.

How does it work if I choose to replace items in my report?

When submitting your report, you can select Replace items and a replacement order is created for the brand to fulfill. Once the brand has fulfilled the order, you'll be notified by 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 reported on the original order. If your original order has already been paid, we'll refund the payment method used to pay for that order. If your original invoice hasn't been paid yet, the reported items will be removed from your existing invoice.

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 terms, the replacement order will also be payment on shipment.

How does it work if I choose to get a refund for the items in my report?

When you choose to get a refund for the reported items, it’s handled differently depending on your original invoice payment terms. If you used payment on shipment terms and your invoice for the original order has already been paid, we'll 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 terms and your original invoice hasn't been paid yet, 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'll return the credit to your account first, and any remaining value will be refunded to the 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 appears in your account balance immediately and automatically applies to your next order with any brand.

How can I check if I filed a report?

1. Go to Invoices in your account dropdown menu.
2. Enter the order number in the search bar. Toggle from the unpaid tab to the paid tab if payment already took place on the invoice.
3. Select View Invoice.
4. Locate the Issue Reported on section in your invoice to view the items and quantities that were reported.

If you don't see Issue Reported on on the invoice, this means a report wasn't filed on the order.

Why can't I report an issue?

All issue reports 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 an issue with an order.

Faire isn't responsible if you choose to report issues to the brand directly, off our platform. We reserve the right to accept or reject any report filed, including if we suspect fraudulent activity. Our decision on whether to accept a report is final.

How can I request an issue report extension?

You can request an issue report extension if your issue report deadline has passed. To request an extension, please follow the steps below:

1. Select Orders in your account dropdown menu.
2. Scroll to find the order and select Report issue
3. Fill out the extension request fields: select the What is the Issue? dropdown and choose the most applicable option, then enter a description of the issue and why it wasn't reported within 14 days of delivery.
4. Select Submit.

You'll receive an email update once your extension request has been reviewed. If it's approved, you can report the issue in your account.

How do I cancel or reverse a report?

If you locate an item you reported missing, resolve an issue with an item you reported as damaged or a quality issue, or no longer believe an item you reported was wrong, you may be able to cancel the report directly in your portal. If you have not paid for the order, or the brand has not received their payout, you will see the option to report the issue in your portal. To report the issue:

1. Select Orders in your account dropdown menu.
2. Scroll to find the order and select View or cancel report.
3. Select Cancel report and choose a reason for cancellation.

If you are not able to cancel the report in your portal, please reach out to us 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 an order cancellation request. For more information, visit How can I cancel an order?.

Why am I being charged for shipping after I report items?

Shipping costs aren't automatically adjusted from the order when items are reported. If your entire order was reported as an issue and you're being charged for shipping, let us know and we can connect you to a support specialist.