30-Day Return Policy

In addition to your statutory rights, we offer a voluntary 30-day return request period. You can ask to return an eligible item within 30 days after receiving it. This voluntary offer does not restrict the legal right of withdrawal or your rights if a product is faulty, damaged or not as described.

Your Statutory Right of Withdrawal (EU)

For eligible online purchases, you have a legal right to withdraw without giving a reason within 14 days after receiving your goods. You must notify us of your decision within that period, for example by emailing Info@FayeCalla.com. After notifying us, you have a further 14 days to send the goods back. The date of dispatch counts for this deadline.

The statutory right does not require our prior approval. You may inspect the jewellery as you reasonably would in a shop; you may be responsible for diminished value caused by handling beyond what is necessary. The statutory right applies to sale and clearance items too, subject only to legally permitted exceptions. The voluntary 30-day offer is separate from these statutory rights.

Return Shipping Costs

Voluntary 30-Day Returns: Item Condition

For returns requested under our voluntary policy beyond the statutory withdrawal period, your item should be in the same condition as you received it:

• Unworn and unused, with no visible signs of wear.
• With original tags attached, if applicable.
• In original packaging, where reasonably possible.
• Accompanied by proof of purchase. Your order confirmation email is accepted.

These conditions apply to the extra voluntary return offer only. They do not prevent statutory withdrawal, statutory remedies for defective goods or rights arising from legal guarantees. Under statutory withdrawal, unnecessary handling may result in a lawful deduction for diminished value; the absence of original packaging alone does not cancel your statutory rights.

How to Start a Return

To request a return, email Info@FayeCalla.com. Include your order number and the item you wish to return.

We will provide return instructions and the applicable return address. Please keep proof that you sent your notification and returned your parcel. You do not need approval to exercise a valid statutory right of withdrawal.

Return Process

After you contact us, we will provide the correct return destination, packaging guidance and information about your return. For a statutory withdrawal, send the item within 14 days after notifying us; the dispatch date is what matters.

Important: Please contact us for return instructions and a return address before posting your item. This request for coordination does not limit statutory withdrawal or other consumer rights.

Damages, Defects & Incorrect Items

Please inspect your order immediately upon arrival and contact us as soon as possible if:

• Your item is defective.
• Your item arrives damaged.
• You received the wrong product, size, or color.

We will assess the issue promptly and provide the most appropriate solution. Returns for defective or incorrect items are always free.

Exceptions and Sale Items

Statutory withdrawal exceptions apply only where the law permits them. Examples can include goods made to the consumer's specifications or clearly personalised, and goods supplied sealed that are not suitable for return for health-protection or hygiene reasons once unsealed. This does not mean that all earrings or jewellery automatically fall under a hygiene exception.

Gift cards may be excluded from our additional voluntary 30-day offer; applicable statutory rights remain unaffected. Discounted, final-sale and clearance items are not automatically excluded from the statutory right of withdrawal. Your rights in relation to faulty or non-conforming goods are always preserved.

Exchanges

We do not offer direct exchanges.

If you would like a different size, color, or style, you may return your item following the return process above. Once your return is approved and processed, you may place a new order at any time, subject to availability.

Refunds

For valid statutory withdrawal, we will refund without undue delay and within 14 days of receiving your withdrawal notification. We may withhold reimbursement until we receive the goods or you provide evidence of having sent them back, whichever occurs first, unless we offer to collect them. If you withdraw from the whole order, the refund includes the original standard delivery charge; extra charges for a delivery method more expensive than our least expensive standard delivery method need not be refunded. Original delivery charges are generally not refundable when only part of an order is returned.

For returns under the additional voluntary 30-day offer outside the statutory period, we will process any agreed refund after the return is received and assessed in accordance with that offer. Nothing in this section restricts statutory remedies for faulty or non-conforming items.

Reimbursement will be made using the same payment method used for the original transaction unless otherwise agreed.

Returns From Our Delivery Countries

We currently deliver to the Netherlands, Belgium, Germany and Luxembourg. Customers normally pay direct return shipping costs for change-of-mind returns if informed before purchase. We cover reasonable return shipping for defective or incorrect items. Contact us for return instructions and the correct return address.