Refund policy

Effective date: 11 September 2026.

We want you to feel comfortable ordering from Faye & Field. If you need to cancel an order, arrange a return or tell us something is wrong, email hello@fayeandfield.com. Please include your name and order number if you have it, and tell us how we can help. Another reasonable proof of purchase is acceptable.

This policy is for consumer purchases from fayeandfield.com. It does not reduce your statutory rights.

Changing your mind

For our standard products bought online, you can cancel without giving a reason from the time you place your order until the end of 14 days after the day you, or your nominated recipient, receive it. If goods in one order arrive separately, the period runs from receipt of the last item.

Tell us clearly that you wish to cancel before that period ends. An email or letter is sufficient; you may also use the optional form below. You do not need a return authorisation number or our permission to exercise this right. Keep a copy or other evidence of your cancellation.

Our standard Faye & Field branding is not personalisation requested by you. Printing or preparing a standard branded product after an order is placed does not, by itself, remove your cancellation right. Starting preparation is not a cancellation cut-off.

If your order has not been dispatched, we will try to stop it. If it has already been sent, you can still return it under this policy.

Returning an order

Send the goods back without undue delay and within 14 days after you tell us you are cancelling, unless we have agreed to collect them. Please send them to:

Faye & Field Returns
30 Brafield Road, Horton, Northampton, NN7 2AZ, United Kingdom

Please pack the items securely. Using the original packaging where possible helps protect them, but original packaging is not an absolute condition of your legal rights. We recommend keeping proof of postage. Contact us if an item is leaking or damaged so that we can agree a safe return method.

You are responsible for the direct cost of returning a change-of-mind order. We do not charge a restocking or cancellation fee. This does not apply when goods are faulty, damaged on arrival, incorrect or otherwise do not meet your legal rights; we cover reasonable return costs in those cases. If we have not told you before purchase that you must pay change-of-mind return costs, we will bear those costs.

You may inspect goods as you reasonably could in a shop. Where the law allows, we may reduce a change-of-mind refund to reflect loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and function. We will explain any proposed deduction. We will not make such a deduction if we failed to give the required cancellation information.

Seals and hygiene

The legal hygiene exception is limited: cancellation rights can be lost where goods were supplied sealed, become unsuitable for return for genuine health-protection or hygiene reasons when unsealed, and the seal is broken after delivery. It is not a blanket exception for cosmetics, and opening ordinary outer packaging does not automatically remove your rights.

We are not applying a blanket hygiene exclusion to our current range. The usual change-of-mind rules above apply. Your rights where goods are faulty, damaged, misdescribed or incorrect always remain.

Your refund after cancellation

When you cancel the whole order, we refund the goods and the cost of our least expensive standard delivery option offered for that order. For a partial return, we refund the returned goods and any delivery costs the law requires us to refund. We do not retrospectively charge delivery when a partial return reduces the value of the goods you keep below the £85 free Standard delivery threshold.

We make refunds without undue delay. If goods have been dispatched and you are returning them, we may wait until we receive the goods or evidence that you sent them, whichever is earlier. We then refund within 14 days of that event. If no goods were dispatched, or we have offered to collect them, we refund within 14 days of being told of your cancellation.

We use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. A refund is not restricted to store credit. Payment providers may take time to display a completed refund; contact us if you need its reference.

The cancellation and return periods above are calendar-day periods. Where the applicable legal deadline falls on a weekend or public holiday and the law extends it, you keep that extended deadline.

Faulty, damaged, incorrect or misdescribed goods

We are responsible for supplying goods that are of satisfactory quality, fit for purpose and as described. Contact us if something is wrong, even if the change-of-mind period has ended or a seal has been opened. Please stop using an item if you believe it is unsafe. We may ask for helpful information or photographs, but will not use an arbitrary reporting window to remove your rights.

If goods do not meet your statutory rights, you normally have an initial 30-day right to reject them for a full refund. After that, you can normally require a repair or replacement at no cost, within a reasonable time and without significant inconvenience. If that remedy is unavailable, fails or is not provided as required, you may be entitled to a price reduction or a final rejection and refund. The remedy depends on the circumstances; rights do not simply end after 30 days.

We cover reasonable return costs for goods that do not meet your rights. Where you are entitled to a refund for faulty goods, we make it without undue delay and within 14 days of agreeing that you are entitled to it. You can pursue the matter with us rather than being required to claim against the manufacturer or courier.

Exchanges and complaints

Email us if you would prefer another product. We will explain the available return and new-order arrangements; an exchange will not be imposed instead of a refund to which you are entitled. Gift recipients can contact us for help, but refunds normally return to the purchaser's payment method.

If you are unhappy with how we have handled a problem, email hello@fayeandfield.com with the subject “Complaint”. Tell us what happened and the outcome you are seeking. We will review the matter, explain our response and keep you informed. This process does not prevent you using any other remedy available by law.

Optional cancellation form

Complete and return this only if you wish to cancel. A clear email or letter works just as well.

To: Alyssa Digby-Smith, an individual trading as Faye & Field, 30 Brafield Road, Horton, Northampton, NN7 2AZ, United Kingdom, hello@fayeandfield.com.

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*):

Goods/service: ____________________

Ordered on (*)/received on (*): ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

(*) Delete as appropriate.