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STORE POLICY

At Faelight Treasures, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

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OUR RETURN POLICY

Non-personalised Orders

We are happy to accept the return of any items that are not personalised, within 30 days of purchase, and we will stand the postage costs too! We will issue a full refund, to your original method of payment, upon the receipt of your item. Please use the original packaging wherever possible to make the process as painless as possible for you, and to help us do our bit to reduce the amount of packaging in our environment. Please contact us for a prepaid return label!

Custom Orders

As much as we love to make our customers happy throughout all aspects of our service, we cannot issue refunds for custom/personalised pieces.

If an order is faulty or damaged in transit, we will, of course, give a full refund. Please provide photo evidence of the item’s damage/faulty state to obtain a refund.

SHIPPING AND DELIVERY

What You Need to Know

We will take great care to package your items very well, and to send your items out on time. As all items are made to order, we ask for a three day period hand make your masterpiece. We may use different parcel and postage companies depending upon the size of your item and the urgency of your order. We will make sure that you have a tracking number and an expected delivery date, so that you can follow your package's progress as it makes its way to you! Although we cannot control what happens to your order whilst in the shipping company's hands, we will always try to help if something unexpected happens.

Whatever carrier is selected, we expect your order to reach you in perfect condition! Please let us know if anything is amis when it arrives and we will do all that we can to make amends! If your item is damaged, please take photo, and we will replace it free of charge.

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