Refund & Return Policy

At FAI FLEUR, each piece is handcrafted and prepared specifically for your order. Due to the nature of our production process, all orders are considered final sale.

Except for approved customer-requested size exchanges under SIZE & FIT — EXCHANGES below, appropriate resolutions for matters that are FAI FLEUR’s responsibility, and rights required by applicable consumer law, FAI FLEUR does not accept returns, exchanges, or refunds for:

* Change of mind * Incorrect size selection * Personal fit or styling preferences * Colour preferences * Failure to review product measurements or descriptions before ordering * Differences in how a garment fits or sits on an individual’s body * Items that have been worn, altered, washed, repaired, or modified after delivery * Customised or personalised pieces * Made-to-order pieces * Sale or promotional purchases

Please carefully review the product description, sizing information, length options, and customization details before completing your purchase.

Many FAI FLEUR pieces are made to order and produced specifically for the customer.

Once production has commenced, made-to-order and customized pieces cannot be cancelled, returned, exchanged, or refunded, except for a size exchange expressly approved under SIZE & FIT — EXCHANGES below, an appropriate resolution for a matter that is FAI FLEUR’s responsibility, or where required by applicable law.

Customers are responsible for ensuring that all measurements, customization requests, shipping information, and other order details provided to FAI FLEUR are accurate before production begins.

If you believe there is an issue with your order before dispatch, please contact FAI FLEUR Client Services immediately.

Where possible, we will review and resolve the matter before your order leaves our atelier.

Once an order has been dispatched, changes to the order may no longer be possible.

Please inspect your FAI FLEUR piece immediately upon delivery and before wearing, altering, washing, repairing, relacing, or modifying the garment.

If you believe you have received:

* The wrong item * The wrong size compared with the size ordered * A significant manufacturing issue * A missing component

you must contact Client Services within 12 hours of delivery.

Your message must include:

* Your order number * A clear description of the issue * Clear photographs of the garment and the specific area of concern * Photographs of the packaging where relevant

The garment must remain unworn, unwashed, unaltered, and in its original condition while the matter is being reviewed.

We strongly recommend inspecting your garment before wearing it.

Once a garment has been worn, washed, altered, repaired, relaced, modified, or otherwise changed after delivery, FAI FLEUR may be unable to determine whether the reported issue existed before the garment was received.

For this reason, do not alter, repair, relace, wash, or modify a garment if you believe there may be a manufacturing issue. Contact Client Services first.

Any claim submitted after the 12-hour inspection period may not be accepted, except where otherwise required by applicable law.

Customers are responsible for selecting the appropriate size and reviewing the measurements provided on the product page before placing an order.

Our crochet pieces may have stretch, and garments may fit differently depending on individual body proportions.

Differences in fit, coverage, or how an asymmetrical design sits on an individual’s body do not automatically constitute a manufacturing defect.

Customers who require assistance with sizing are encouraged to contact Client Services before placing their order.

FAI FLEUR pieces are handcrafted and may contain individually applied beads, pearls, crystals, sequins, fringe, and other delicate details.

These embellishments require careful handling.

Minor movement or loss of an individual embellishment does not automatically constitute a manufacturing defect. Customers are expected to follow the garment’s care instructions and handle embellished pieces appropriately.

Any concern regarding significant or unusual damage must be reported within the 12-hour inspection period, accompanied by clear photographs.

If your package arrives visibly damaged, please photograph the package before opening it where possible, as well as the contents and internal packaging.

Do not discard the packaging until the matter has been reviewed.

Contact FAI FLEUR Client Services within 12 hours of delivery with photographs of the package, packaging, shipping label, and garment.

Shipping-related claims may require photographic evidence for review.

FAI FLEUR does not provide refunds for change of mind, sizing preferences, fit preferences, styling preferences, or alterations requested after delivery.

Where FAI FLEUR determines that a refund is appropriate, the applicable refund will be processed in accordance with our review and applicable law.

Shipping charges, expedited production fees, express shipping upgrades, taxes, customs duties, import charges, and other third-party fees are generally non-refundable, unless otherwise required by applicable law.

Customers are responsible for carefully reviewing their order details before payment, including:

* Name * Shipping address * Phone number * Email address * Size * Length * Customization requests * Quantity * Product selection

Once production or dispatch has commenced, changes may not be possible.

By completing a purchase with FAI FLEUR, you acknowledge that you have reviewed and accepted our Terms & Policies, including this Returns & Refunds Policy.

We strongly encourage customers to contact Client Services before purchasing if they have any questions regarding:

* Sizing * Fit * Coverage * Customization * Product specifications * Production timelines * Shipping

Our team will be happy to assist before your order is placed.

FAI FLEUR reserves the right to review individual cases based on the circumstances and available evidence, in accordance with applicable law.

All orders are final sale, subject to approved size exchanges under SIZE & FIT — EXCHANGES below, appropriate resolutions for matters that are FAI FLEUR’s responsibility, and applicable consumer law.

At FAI FLEUR, every piece is made to order according to the size and specifications selected at checkout. We encourage customers to carefully review our size guide and measurements before placing an order.

Customer-Requested Size Changes

If you select a size at checkout and later decide that you would prefer a different size, this will be treated as a customer-requested size exchange rather than an error on the part of FAI FLEUR.

* All exchanges are subject to approval and size availability. * The original item must be returned unworn, unused, unwashed, and in its original condition. * Exchange requests must be submitted within 7 days of delivery. * Customers are responsible for the return shipping cost to FAI FLEUR and the shipping cost of the replacement item back to them. * As all FAI FLEUR pieces are made to order, replacement garments require a new production period of 14 business days. This period begins once the returned item has been received and approved, and all applicable payments have been completed. * Shipping time is additional to the 14-business-day production period.

Size-Related Price Differences

Please note that pricing may vary between sizes. Larger sizes, including L, XL, and above, may carry additional costs.

If you request a size change to a size with a higher price than your original order, the price difference must be paid before production of the replacement begins.

Any applicable price adjustment will be communicated and confirmed before the exchange is processed.

Please ensure your selected size is correct before completing your order, as made-to-order production involves dedicated time and craftsmanship.

Important exceptions:

If FAI FLEUR supplies an incorrect item, an item is defective, or it does not match the agreed order specifications, please contact our Client Services team at hello@faifleur.com for an appropriate resolution. Customer-paid return and replacement shipping conditions do not apply to matters that are FAI FLEUR’s responsibility or where applicable consumer law requires otherwise. Nothing in this policy limits your statutory consumer rights.

To request an exchange, contact hello@faifleur.com within 7 days of delivery with your order number and requested size.