To cancel an order:Hover over your Account icon and select Orders & ReviewsFind the order you’d like to cancel and select Cancel OrderIf the brand has started processing your order, click Request Cancellation. The brand will then be able to accept or decline your request. You can’t cancel an order once it’s been shipped.If an order is unexpectedly canceled, message the brand on Faire or contact us.

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 issueHover over your Account icon and select Orders & ReviewsFind the order that you’d like to report an issue for and select Report Damaged/Missing ItemsSelect 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.Scroll to the bottom of the page and select either the option to Replace Items or Cancel ItemsReplace 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.Select Report Issue to submit the reportIf 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.

Return eligibilityWe offer free returns for 60 days 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.If the order was placed using net 60 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.If your return is being shipped in multiple boxes, please reach out to our team by clicking Contact Us below and our team can provide additional shipping labels.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 or AustraliaIf 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 & ReviewsFind the order with the items that you want to return, and then select Return Items. You’ll only see this option if your order is eligible to returnSelect Start ReturnSelect the quantity of each item that you want to return and confirm the return totalSelect ContinueShipping 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.How to submit a return:Specify your reason for returning the itemsSelect all of the boxes that apply for your returnFill out your feedback for the brandSelect your return shipping methodFor U.S. retailers, you will automatically have a pickup date set. If this date doesn't work for you, not to worry, you can set your desired date using the calendar dropdown. Returns will be shipped to Faire in the U.S.For U.K. retailers, you will only have the option to drop off at a FedEx depot. Returns will be shipped to Faire in the U.K.Once you’ve selected your shipping method, select ContinueAcknowledge & 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 a sturdy box and prepare it for pickup or drop off. If you did not opt into a pickup please be sure to drop off and ship back the items by the Ship Return By date noted on your return label.Return metricsIf you've created at least five returns in the last nine months, you may see a dashboard with return metrics during this process.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 Amount: Your returned amount represents the total value of the products you have created returns for within the last 270 days.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.