If you need help, the best way is to email us at email@example.com. We’ll get back to you within 24hrs Monday to Friday.
If it's about a specific order, please include the order number. We'll be able to help you more quickly.
Or you can send us a letter / postcard / cake to:
Glogauer Str. 5
We offer free returns and exchanges, no questions asked. If you receive something and decide that it's not for you, you can return it within 28 days, undamaged and in its original packaging.
To arrange a return or exchange, just email us at firstname.lastname@example.org and we’ll organise everything with you.
What payment methods do you accept?
We accept Paypal, American Express, Mastercard and VISA for payments on the website and American Express, Mastercard and VISA on the app.
Our credit card processor is Stripe. Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.
I’ve ordered something, can I add more things to my order?
Yes, of course! If you buy more products on the same day, we’ll ship them as part of the same order.
Can I change or cancel my order?
Yep, you can cancel your order within 4 hours. Just email email@example.com with the order number, we’ll cancel it and refund you.
My payment card isn’t being accepted, what’s going on?
This might be because the information hasn’t been entered correctly, but if you’ve checked all the entered information and it’s definitely correct, you could try a different card, Paypal, or you can drop us an email at firstname.lastname@example.org and we’ll look into it for you.
How do I return or exchange an item?
We offer free returns and exchanges, no questions asked. If you receive something and decide that it’s not for you, you can return it within 28 days, undamaged and in its original packaging. Earrings can only be returned if they are unworn and still in their original packaging. To arrange a return or exchange, just email us at email@example.com and we’ll organise everything with you.
How long does a return or exchange take to process?
Returns generally take up to ten business days to be processed by our warehouse, and for your refund to be issued. Want more details? Here's a timeline:
1 - 6 business days for shipping back to our warehouse
3 business days for processing items at the warehouse and refunding the order
We'll send you an email notifying you when we’ve processed your refund.
Just a heads up: credit card refunds take 3-5 business days to appear on your statement from the time they're processed. If you think your return has taken longer than expected, then email us at firstname.lastname@example.org with your order number and the items that you’ve returned, and we'll look into it as soon as possible.
How long does shipping take?
Delivery times vary based on location. For shipping within the EU, please allow 5-7 business day. For shipping outside of the EU, please allow 10-12 business days. We do not offer express shipping at this time. All orders over €50 will be tracked.
How much is shipping?
All shipping is free. Yay!
Where do you ship to?
We ship for free worldwide except for China and North Korea.
I'd love to sell my products on Fy. How can I do this?
Great! We love hearing from new designers. Get in touch with our buying team at email@example.com
I’ve forgotten my password, how do I reset it?
Not a problem. Head over to the login page and click “Forget your password?” and follow the steps from there.
How do I unsubscribe?
You can unsubscribe from the newsletter via the link at the bottom of each newsletter.