Feya Retail Refund Policy

For all enquiries, please contact retail@feya.co.uk

At Feya we aim to satisfy your desire to indulge and treat yourself. Therefore, we very much hope that you are happy with our products and the purchases that you have done through our website and in store.

However, if the product that you purchased was damaged or not up to standard, or if you wish to return it to us for any other reason, you may do so within 14 days of receiving the item. If more than 14 days have passed since your purchase, unfortunately we cannot guarantee that we will be able to offer you a refund or exchange.

To be eligible for a return, the product must be unopened, unused and in the same condition that you received it in. It must also be in its own undamaged original packaging.

Some products are not eligible for a return – Gift Cards, Vouchers, cakes, products on sale.

When processing the refund/exchange we will require a proof of purchase – this can be the order confirmation or the store receipt; and in some cases, a proof of postage – so we can speed up the procedure and avoid any delays when processing your request. 

There are certain situations where only partial refunds can be granted (if applicable). This is valid for every item that is not in its original condition – the packaging is damaged/missing; or there are missing parts of the item for reasons that are not due to our error; or the product (or part of the product) is returned more than 28 days after delivery.

Refunds (if applicable)


Once the returned product is received (and inspected), we will send you an email confirmation to inform you that we have received the return. We will also inform you whether or not your return is eligible for a refund/exchange, however, this confirmation may be sent to you in a separate email. If the return is confirmed to be eligible, it will automatically be refunded to the original method of payment within 14 days. For refunds related to purchases made through a reseller, please refer to the reseller’s refund policies.




Late or Missing Refunds


If you haven’t received a refund yet, there is nothing to worry about. Some banks simply take longer to process such transactions. Before you contact our customer service team, we would encourage you to first check your bank account again and contact your bank. It may take some time before your refund is officially processed. If you have already done all of the above and still haven’t received your refund, then please do not hesitate to contact us at info@feya.co.uk.




Exchanges (if applicable)


In certain situations, it may happen that even though we pack everything with love and care at Feya, you have received a damaged or defective item. In such situations we may be able to offer you a replacement of the product. If you think that the product you purchased from us may be faulty, please get in touch before returning your items. We will try to resolve the issue as quickly as possible. However, please bear in mind that Feya can only replace items if they are proven to be defective or damaged, so if you wish to exchange a product for the same item, please drop us an email to info@feya.co.uk and include a photo of the item. Once we confirm to you that you are eligible for the exchange, please send your item to: Feya Retail Ltd, 27 James Str, W1U 1DX.




Gift Returns


If an item from your purchase was marked as a gift when ordering you are eligible to receive a gift credit for the value of your return but not a refund. Once the returned item is received, a gift voucher will be mailed (or emailed, if this is what you prefer) to you.




Shipping


If you want to return/exchange a product, you should mail it directly to Feya Retail Ltd, 27 James Str, W1U 1DT. If we have sent you the wrong item or we have sent you a product that is defective/damaged and the mistake is clearly from our side, we will happily cover the postage costs and we will confirm this to you in writing. However, in most cases you may simply want to return/exchange the item because you changed your mind, so in such situations you will be responsible for paying for your own shipping costs when returning the item. Shipping costs are non-refundable in such cases and if you receive a refund, the cost of the return shipping will not be automatically added to your refund. If you are shipping an item over £30, you should consider using a trackable postage service or purchasing an insurance for your package, so you can assure that we received the item.





Last Updated: 13/10/20