We’re sorry to hear your order hasn’t arrived yet. First, please check your dispatch confirmation email for tracking details, as your parcel may still be on its way. You can also check for a delivery card to check that your parcel has been left in a safe place or with neighbours.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
If your order is marked as delivered but you haven’t received it, or if it’s been longer than the estimated delivery time, and you think your item might be lost. Please contact our team at info@farae.com with your order number. We’ll look into it right away and make sure it reaches you as soon as possible.
We are sorry if something is missing, that is never the experience we want you to have.
Please double check your dispatch email, as some items may arrive separately depending on stock or packaging. If your order shows as fully delivered but an item is still missing, contact us at info@farae.com with your order number and the missing product details.
Our team will investigate right away and make it right for you.
We currently ship all orders with Evri, ensuring reliable delivery straight to your door. Standard delivery typically takes 2–4 working days from dispatch. You will receive a confirmation email and tracking link as soon as your order is on its way, so you can follow every step of the journey.
Once your order is placed, our team carefully picks and packs it within 2 working days to make sure everything arrives in perfect condition. After dispatch, your parcel is delivered by Evri, which typically takes 2–4 working days.
You’ll receive a tracking link as soon as your order is on its way, so you can keep an eye on its journey right to your door.
If you’re not home when Evri attempts delivery, don’t worry, they’ll either leave your parcel in a safe place, with a neighbour, or take it to your local Evri ParcelShop for collection. You’ll receive a delivery update or card with all the details, so you’ll know exactly where your order is.
You can also use your Evri tracking link to manage your delivery and choose a new date or preferred location if needed.
We hope you’ll love your purchase, but if something’s not quite right, you can return your item within 14 days of receiving it. To be eligible for a return, the product must be unopened, unused, and sealed in its original packaging.
Once we’ve received and checked your return, we’ll process your refund back to your original payment method. Please note, for hygiene reasons, we can’t accept returns on opened or used beauty and grooming products.
For full details on how to return your order and our refund process, please refer to our Returns page.
Yes, as long as it is unopened, sealed, and in its original packing.
Once we’ve received and checked your return, we’ll process your refund back to your original payment method. Please note, for hygiene reasons, we can’t accept returns on opened or used beauty and grooming products. Refunds usually take between 3-5 working days after we have received the returned item.
Your refund will be processed within 5 working days of us receiving your return. We’ll send you an email to let you know once it’s on its way back to your account.
If it’s been more than 5 working days since you received our confirmation email and your refund hasn’t arrived, please get in touch with our Customer Care team through your account.
For more details, please refer to our Returns page.
If you need to cancel your order, please contact our Customer Care team as soon as possible. If you purchased as a logged in user, you can request a refund from the orders section on your account page. Orders are processed quickly, so the sooner you get in touch, the better the chance we can stop it before it’s dispatched.
If your order has already been sent, you can’t cancel it, but you can return it following our Returns & Refunds policy once it arrives.
We’re so sorry your order arrived damaged! Please contact our Customer Care team as soon as possible with your order number and a photo of the damaged item. We’ll arrange a replacement or refund quickly.
We’re sorry about that, mistakes can happen! If you’ve received the wrong item, please contact our Customer Care team within 7 days of delivery with your order number and a clear photo of what you received. We’ll make it right as quickly as possible by sending the correct product or arranging a return and refund.
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number. You can use this to follow your parcel’s journey directly through Evri’s tracking service.
If your order hasn’t arrived within the expected delivery window, please check the tracking link for the latest updates. Parcels may occasionally be delayed due to courier volumes. Still not seeing progress? Get in touch with our Customer Care team, and we’ll be happy to help locate your order.
Once an order has been placed, we start processing it quickly to ensure fast delivery. Therefore, we’re unable to make changes such as updating items, delivery addresses, or payment details.
If you realise something is wrong, please contact our Customer Care team as soon as possible. While we can’t guarantee changes once your order is being packed, we’ll do our best to help or advise on the next steps.
Once your order has been placed, you will receive a confirmation email with your order details. As soon as it’s been packed and dispatched, we’ll send you another email with your tracking link so you can follow your parcel’s journey in real time.
If you haven’t received your confirmation or tracking email after a few days, please check your junk or spam folder, and if it’s still not there, get in touch with our Customer Care team, who will be happy to help.
Creating an account with Farae is quick and easy. Simply click on the ‘Log In’ at the top of our website and fill out the details under ‘Register.’ From there, just enter your name, email address, and a secure password, and you’re all set. You can also create an account from the checkout page.
Once registered, you can track your orders, view your purchase history, edit addresses and add saved payment methods.
To update your account details, simply log in and go to ‘My Account’. From there, you can edit your name, email address, password, or delivery information at any time.
Be sure to save your changes before leaving the page so everything updates correctly.
If you have any trouble making changes, our customer care team is happy to help, just reach out via our Contact Us page
Absolutely. At Farae, your privacy and security are a top priority. All personal details are stored securely and processed in line with UK data protection laws (GDPR).
We use trusted encryption and security measures to ensure your information stays safe at all times. Your details are never shared with third parties without your consent, ever.
You can read more about how we handle your data in our Privacy Policy.
No problem, it happens to the best of us. Simply go to the login page and click ‘Forgot your password’. Enter the email address linked to your account, and we’ll send you a link to securely reset your password.
If you don’t receive the email within a few minutes, be sure to check your junk or spam folder. Still having trouble? Our Customer Care Team will be happy to help.
If you’d like to stop receiving our emails, simply click the ‘Unsubscribe’ link at the bottom of any Farae newsletter or promotional email. You will be removed from our mailing list straight away.
If you continue to receive emails after unsubscribing or need help managing your preferences, please contact our Customer Care Team and we will sort it for you.
We accept all major payment methods to make checkout simple and secure. You can pay using Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, or Klarna.
All payments are processed safely through our trusted payment partners, so your details are always protected.
Yes, all prices on Farae include UK VAT. What you see at checkout is the final price, so there are no hidden costs or surprises.
If you experience any issues while making a payment, please double check your card details and try again. If the problem persists, contact your bank to ensure there are no restrictions on your card. You can also reach out to our Customer Service team, and we’ll be happy to help resolve the issue so you can complete your order.
If you’re having trouble accessing parts of the website, it may be due to your browser settings, cookies, or an unstable internet connection. We recommend clearing your browser cache, trying a different browser, or ensuring your internet connection is stable. If the issue continues, please contact our Customer Service team for assistance.
Our Privacy Policy explains how FARAE collects, uses, and protects your personal information when you use our website. It covers everything from how we process your data for orders and marketing, to your rights regarding the information we hold about you. You can read our full Privacy Policy here for detailed information on how we keep your data safe and secure.
If you’re having trouble accessing parts of the website, it may be due to your browser settings, cookies, or an unstable internet connection. We recommend clearing your browser cache, trying a different browser, or ensuring your internet connection is stable. If the issue continues, please contact our Customer Service team for assistance.
You have the right to access the personal information we hold about you. If you would like to request a copy of your data or find out how we use it, please contact our Customer Care team or email us info@farae.co.uk. We will respond to your request in line with data protection regulations.
For him, for her, for everybody.