Delivery and Returns

We are committed to providing you with excellent service by offering speed and flexibility when delivering and returning your order. On this page, you will find all information about delivering and returning your order.

Do you live near our wholesale store? Or near a PostNL pick-up point? Then choose the convenience of picking up your order. You can send your order to the By Fay store free of charge. It can be picked up the same day (depending on stock).

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

Please note: When collecting your order, you must show a valid ID. For collection at our BY FAY store, you must also present the invoice; you may show it digitally.

Orders via PostNL are shipped for €6.95 excl. VAT per order. It is also possible to pick up your package for free at our wholesale store.

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

Order today = shipped the same day. You can place your order on weekdays until 4:00 PM, and we will ship your order the same day. If you order after 4:00 PM on Friday, 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 spring (Easter, Pentecost, King's Day, Ascension Day, and Liberation Day), different delivery times may apply for all delivery services.

In addition, many postal carriers (such as PostNL) no longer leave letters in the mailbox. Therefore, we recommend that you download the relevant app yourself.

What can you return?
Unopened and unused orders can be returned within 14 days without providing a reason.

What can you not return?
Sale items
Hygiene products
By Fay Gift cards
Training courses
In-store purchases cannot be returned online

Items that are damaged or incorrectly delivered may be returned. Returned items whose quality does not meet the stated specifications will not be accepted.

Do you want to return an item? You can do so within 14 calendar days of 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 wish to return the product.
2. We will respond to your return request by email as soon as possible.
3. After approval of your return request, you can carefully pack the product you wish to return with the original invoice and send it to the following address:
   BY FAY
   Oostzeedijk 316
   3063 CC Rotterdam
4. Within seven working days of initiating your return, the purchase amount (or part of it*) will be refunded to the account known to us.

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

Good to know:

Return shipping costs are for your own expense.

Please return items in their original packaging and in the original box or a comparable box. You can also return items at our physical BY FAY wholesale store. Don't forget to include the six-digit order number / reference number of your order.

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

Packages can get lost. Therefore, we advise you to send your return package by registered mail. This way, you can track the route of your package and see if we have received it.

Please ensure that the items are received by us within 14 days of 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 with you and explain our decision.

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 at the latest. If you paid with a By Fay Gift Card, you will receive this amount in the form of a By Fay Gift Card. The 14-day period starts from the moment you received the cancellation notice.

You can reclaim the shipping costs for the return shipment if an item from the shipment is damaged, incorrectly delivered, or otherwise not delivered correctly, or if you return the order for valid reasons. If necessary, send an email with your proof of shipment to receive a refund for the costs.

All items you purchase from us come with a legal warranty. As a By Fay customer, you are entitled to a good product. If the item is not what you expected, please contact us and we will find a solution together.