We are happy to provide you with an excellent service by offering you speed and flexibility in delivering and returning your order. On this page you will find all information about delivering and returning your order.

Do you live near our wholesaler? Or a PostNL collection point? Then choose the convenience of collection. You can send your order to the By Fay store for free. This can be collected the same day (depending on stock).

You can also pick up your package at a PostNL point. Orders that are sent to a PostNL point can sometimes be picked up the next day. You will receive a Track and Trace code with more information about your order.

Please note: When collecting your order, you must show a valid ID. For collection in our BY FAY store, you must also hand over the invoice, you may show this digitally.

Orders with an order value above €250 excluding VAT will be shipped free of charge within the Netherlands. The costs of orders below €250 are €6.95 per order. It is also possible to collect your package for free at our wholesaler.

Carriers
BY FAY works with various carriers, including PostNL. With the track and trace of the carrier that delivers your package, you can see exactly when your order will be delivered.

Ordered today = shipped the same day. You can place your order on workdays until 16:00, then we will ship your order the same day. If you order after Friday 16:00, then we will ship your order on Monday.

Please note: During extra busy periods, such as the holidays in December (Christmas and New Year's Eve) and in the spring (Easter, Pentecost, King's Day, Ascension Day and Liberation Day), different delivery times may apply for all delivery services.

In addition, many postal service providers (such as PostNL) no longer leave letters in the mailbox. That is why we recommend that you download the relevant app yourself.

What can you return?
You can return unopened and unused orders within 14 days without giving any reason.

What cannot be returned?
Sale items
Hygiene products
By Fay Giftcards.
You cannot return store purchases online.

Items that are damaged or not delivered correctly may be returned. Returned items that do not meet the stated specifications will not be accepted.

Do you want to return an item? You can do so within 14 calendar days after receiving your product. Please note: products that have been opened and used cannot be returned. Sale items, hygiene items and BY FAY Giftcards are also non-returnable.

How to return products:

1. Send an email to support@byfay.nl with your order number and the reason you want to return the product.
2. We will answer your return request as soon as possible by email.
3. After approval of your return request, you can properly pack the product you wish to return with the original invoice to the following address:
   BY FAY
   Baltic Sea Dike 316
   3063 CC Rotterdam
4. No later than seven working days after the start of your return, (part of*) the purchase amount will be refunded to the account known to us.

*depending on the condition of the product you wish to return.

Good to know:

Return costs are at your own expense.

Please return the items to us in the original packaging and in the original box or a similar box. You can also return the items to our physical BY FAY wholesale. Do not forget to include the six-digit order number / reference number of your order.

If there is damage to a product or if a product is not delivered in its original condition, you will receive a replacement product. A refund is not possible in this case.

Packages can get lost. That is why we advise you to send your return package by registered mail . This way you can see the route your package takes and you can see whether the package has been received by us.

Make sure that the items are received by us within 14 days after your return notification. This way we ensure a smooth process together!

Can't figure it out?
Send an email to support@byfay.nl . We are happy to help you!

Dissatisfied with BY FAY's return decision?
It can sometimes happen that you are dissatisfied with a return handling at BY FAY. We are always happy to speak to you and explain our choice.

You can share your complaint by email. We will contact you as soon as possible after receiving your email. This will happen within seven working days at the latest.

If you paid with iDeal, credit card, Klarna or PayPal, the purchase amount will be refunded to your account within 14 days. If you paid with a By Fay Giftcard, you will also receive this amount in the form of a By Fay Giftcard. The 14-day period starts at the moment you receive the cancellation notice.

You can get the return shipping costs back if an item in the shipment is damaged, incorrectly delivered or otherwise not delivered correctly, or if you are returning the order for a valid reason. If necessary, send an email with your shipping receipt to get the costs back.

For all items that you buy from us, the legal guarantee applies. As a customer of By Fay, you are entitled to a good product. If the item is not what you expect, please contact us and we will find a solution together.