All damaged or missing item reports must be submitted within 14 days after the order is delivered. Once reported, our brands are directly responsible for following up on damaged or missing products.

How to report an issue

1. Hover over your Account icon and select Orders & Reviews
   
   
2. Find the order that you’d like to report an issue for and select Report Damaged/Missing Items
   
   
   
   
3. Select the issue for each of the items, and then select how many were affected.
   • Leave Comment: A comment is required to submit the report. Please leave a detailed comment as this will allow our team to work with the brand on an appropriate resolution.
   • Upload Images: If reporting damaged items, photos of each damaged item are required to submit the report. All photos will be reviewed by a member of our team to ensure that you’re eligible for a refund or replacement.
     
     
4. Scroll to the bottom of the page and select either the option to Replace Items or Cancel Items
   • Replace Items: The reported items will be removed from your original invoice and a new order will be created for the brand to fulfill. You’ll then be charged for the replacement order on your new invoice due date.
   • Cancel Items: For orders placed using net 60 payment terms, the reported items will be removed from your invoice and you won’t be charged. For orders that were already charged on shipment, we’ll refund the card on file for the amount of the reported items.
     
     
5. Select Report Issue to submit the report

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 reported as damaged or missing, it will not be restored like a general Faire credit.

Faire isn’t responsible if you choose to report issues to the brand directly off our platform.

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.