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Returns

If your item is damaged, defective, or you simply are not happy with your purchase, then please feel free to return your item for a refund. please note that all customised/personalised orders are exempt and we cannot offer refunds on these items. 

Please note, our policy lasts 14 days. If 14 days have gone by since you have received your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags still attached.

Please email us at sales@fayeandlyla.com quoting your name and order number to start the returns process.

Please note our returns address is: 

Faye & Lyla
Kemp House
152 - 160 City Road
London
EC1V 2NX

Refunds
Once your return is received and inspected, then your refund will be processed within 14 days. Please allow up to 7 working days for your refund to credit your account.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@fayeandlyla.com

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@fayeandlyla.com and we'll take it from there.

Shipping Returns
You will be responsible for paying for your own shipping costs for returning your item if you are returning for any reason other than the item being damaged or defective. Shipping costs are non-refundable in this instance. If you are returning due to a faulty/damaged item, then we will pickup the cost of shipping your return.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.