Question 1

How should I care for my FAI FLEUR  pieces?

Accepted Answer

FAI FLEUR pieces are handcrafted and may feature delicate crochet, beads, pearls, crystals, sequins and other intricate details. Please handle your piece with care to preserve its shape and embellishments.

* Hand wash only in cold water unless the garment’s care label states otherwise.
* Use a mild detergent and avoid scrubbing or excessive agitation.
* Do not wring, twist, bleach, machine wash or tumble dry.
* Lay flat to air dry and gently reshape while damp.
* Avoid rough surfaces, sharp jewellery, Velcro and excessive friction that may snag the crochet or embellishments.
* For corset pieces, loosen the lacing before putting the garment on or removing it, then tighten it gradually and evenly.
* Store crochet pieces folded rather than hanging to help maintain their shape.
* For heavily embellished pieces, handle beads, crystals, pearls and sequins gently and avoid pulling or rubbing them.

For our complete care recommendations, please visit the FAI FLEUR Garment Care Guide.

Question 2

Do you offer custom sizing?

Accepted Answer

Yes. We offer custom sizing on selected pieces. Custom orders require up to 14 business days for production.

If you’re interested in a custom fit, please contact us before placing your order, and we’ll be happy to assist.

Question 3

Can I return or exchange my item?

Accepted Answer

All FAI FLEUR purchases are considered final. We do not accept returns or exchanges for change of mind, incorrect size selection, personal preference, or failure to review product details before purchase.

Exceptions may apply where an item arrives defective, damaged, incorrect, or materially different from the description provided. In such cases, customers must contact FAI FLEUR  within 12 hours of delivery, providing their order number, clear photographs of the item, and a description of the issue.

Where a claim is verified,FAI FLEUR may, subject to applicable consumer-protection requirements, offer an appropriate resolution, which may include a replacement, store credit, or refund.

For full details regarding eligibility and the requirements for submitting a return request, please refer to our Refund Policy.

Question 4

What is your shipping policy?

Accepted Answer

We offer secure worldwide shipping for all our collections. Once your order is dispatched, you will receive a tracking number via email to follow your piece's journey to you.

Question 5

What if my item is damaged or there is a defect?

Accepted Answer

If your order arrives damaged, defective, or you receive the incorrect item, please contact us within 12 hours of delivery at hello@faifleur.com, including your order number and clear photos of the item. We’ll review your request and work with you to resolve the issue as quickly as possible.

Question 6

Where can I find my tracking information?

Accepted Answer

Once your order has been dispatched, you will receive a tracking link via email. You can also view your order status at any time by logging into your account on our website.

Question 7

What shipping methods do you offer?

Accepted Answer

We offer the following shipping options:

* Standard Shipping: 8–10 business days
* Express Shipping: 3–6 business days

Delivery times begin once your order has been dispatched. Shipping rates are calculated at checkout based on your destination.

Complimentary shipping is offered on all orders over $1,000.

Question 8

How long does it take to process my order?

Accepted Answer

Each FAI FLEUR piece is carefully crafted to order. Standard orders are typically prepared for dispatch within 7–10 business days, while custom orders require up to 14 business days for production.

You will receive a shipping confirmation with tracking details as soon as your order has been dispatched.

Question 9

What information is required to make a claim?

Accepted Answer

DAMAGED OR DEFECTIVE ITEMS

An unboxing video is required for all claims involving damaged or defective items. We are unable to process the request without this documentation.

INCORRECTLY DELIVERED ITEMS

Please provide clear photographs of the item received together with your order confirmation, so that we can verify the discrepancy.

MADE-TO-MEASURE ITEMS

Please provide the measurements taken, together with clear photographs demonstrating the discrepancy between the item received and the confirmed specifications.

FIT ISSUES

Items that do not fit as expected do not qualify for return or exchange under this policy, and no documentation is required for fit-related concerns after delivery. For guidance before placing an order, please contact hello@faifleur.com with your measurements.

Question 10

Will I pay duties or taxes on delivery?

Accepted Answer

International orders may be subject to import duties, taxes and customs fees set by the destination country. These are not included in your order total and are payable by the recipient upon delivery.

We recommend checking with your local customs office if you would like an estimate before ordering.

Question 11

Can I track my order live?

Accepted Answer

Yes. Once your piece is dispatched with DHL Express, you can follow it at any time on our Track Order page using your order number and email address.

Question 12

Is a signature required on delivery?

Accepted Answer

To keep your piece safe, deliveries may require a signature from the recipient. If no one is available, the courier will leave a notice with options to rearrange delivery or collect your parcel.

FAI FLEUR cannot be held responsible for parcels released by the courier at the customer's request without a signature.

Question 13

Can I leave delivery instructions?

Accepted Answer

Yes. Please add any delivery instructions, such as a gate code or preferred delivery time, in the order notes at checkout and we will share them with the courier wherever possible.

Question 14

Which payment methods do you accept?

Accepted Answer

Available payment methods depend on your country and are shown at checkout once you select your destination. These may include Remitly and bank transfer.

After placing your order, you will see the payment instructions, your order reference and the exact amount due, and we will also send them to you by email.

Question 15

Why does my piece take time to prepare?

Accepted Answer

Every FAI FLEUR piece is crocheted by hand in our atelier, stitch by stitch. This slow craft is what gives each piece its shape, texture and finish, and why no two pieces are exactly alike.

Question 16

How do I choose my size?

Accepted Answer

Each product page includes a size guide with measurements. If you are between sizes or unsure, please contact us with your measurements before ordering and our atelier will advise.

For a fully personalised fit or a one of one design, visit FAI FLEUR Studio to request a custom order.

Question 17

Are delivery charges refundable?

Accepted Answer

Any original shipping charges incurred at the time of purchase are non-refundable.

Question 18

Can I return a personalized or custom item?

Accepted Answer

Monogrammed, bespoke and Made to Order items are final sale. Once an order has successfully been placed, it cannot be cancelled, modified or returned for a refund.

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