If you have an inquiry that is not answered in our FAQs, you can always reach out to us at hello@fae.house.

Orders & shipping

Will I have to pay duties and taxes on top of my order?

When ordering from Europe, please use our EU FAE store to place your order. Parcels are shipped from the Netherlands which guarantees exemption from duty fees for countries within Europe.

International / Non-EU (Including the UK):
Please note that as the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these maybe necessary to release your order from customs on arrival. FAE will not be held liable for any fees or taxes you may incur or if your product is seized by customs. We advise that you are familiar with your package destination's import duty, customs and local sales taxes, as well as it's rules and regulations for importing foreign goods and products. If a delivery attempt has been made and the item was not collected and has been returned to us, you will be required to pay the re-delivery fee and the duty tax for re-import of the swimwear. If the duty tax is more then the value of the swimwear, we will abandon the package.

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How do I place an order?

Ordering online from FAE is easy! When viewing an item, simply select your size and quantity needed and then click 'Add to Cart'. You can review the items in your Cart at any time by clicking on the 'Cart' icon in the top right corner of every page. Once you have reviewed the items in your shopping cart, you can either continue shopping or continue to checkout and place your order.

Is it safe to purchase online from FAE

Absolutely! FAE is based in Byron Bay, managed and run by Australians. FAE uses GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures safe Internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party.

However, if you are still concerned with placing your order, please contact hello@fae.house and we will contact you regarding an alternative method to place your order!

Can I cancel/make changes to the order I just placed?

Generally we are unable to make manual changes, however if the order has not been shipped it may be possible. We process orders quickly, so changes cannot always be accommodated. Please immediately contact our customer service team  with your change request details included in the email. Please note our customer care team works on a different time zone to some of our online store locations.

Did you receive the order I just placed?

After you place your order via our website, a confirmation email will be sent to your email address once it has been processed. If you do not receive a confirmation email within 24 hours, please contact our customer service team.

How can I track my order?

Once your order is shipped, we will send you an email including a tracking number. If you have not received this email please contact our customer serve team.

All Australian orders will be shipped with Couriers Please or Australia Post. You will receive a tracking number within one business day of your order being dispatched. 

All International orders will be shipped with DHL Express. Once we hand over your order to DHL Express and provide you with the tracking number, your items are now in the hands of the shipping carriers. 

You can track you package all the way to your doorstep with DHL by clicking HERE. You can track your Australia Post shipment by clicking HERE.

Do you offer free shipping on all orders?

FAE offers free shipping on all orders over €250.

What is a pre-order item? Can I cancel my pre-order?

Pre-order item is one that you order before we have it in our inventory. You may cancel until the time your order has been processed. To cancel, please contact our customer service team.

I ordered an available set with a pre-order item, will they ship separately?

We will ship your order once all items are available. If you wish to receive your available item before the pre-ordered one, please contact our customer service team.

Do you ship to PO boxes?

We cannot ship to PO Boxes, as all packages must be signed for upon delivery, so please ensure that you provide your daytime delivery street address and contact phone number.

Can I cancel my order without being charged?

Unfortunately, we are not able to cancel an order after it has confirmed through our system and payment has been received.

Where is my order? I have not received it yet?

You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, as it may have been received there.

For all orders, please allow 1-2 business days for your order to be dispatched from our warehouse.

If your tracking number states your parcel has been delivered but you haven't received it. Please contact our customer service team within 14 business days.

Business days do not include weekends or national public holidays and the delivery time frame excludes delays caused during international custom's processing.

Can I return a sale item?

There are no exchanges available on sale items. All sale items are sold as final sale only. Please refer to our Returns Policy or further details.


Do you have a size chart? 

We have a size guide for you to follow, but if you have specific questions about an item that are not already mentioned in the details section on each product please contact our customer service team.

I have reached out to the customer care team and am yet to hear back. What should I do?

Our customer care team is available 9am till 5pm Monday-Friday. Please be mindful our team works internationally and may be on a differing time zone. Please allow 24 business hours for a response to be received. Your enquiry is important to us and we appreciate your patience as we respond to your enquiries as promptly as possible.

What does our newsletter allow you to receive?

The FAE newsletter notifies you of all of our latest arrivals, upcoming promotions, secret discount codes and other exclusive offers. We also offer 10% off your first purchase. Don't miss out and sign up today!


Where are your FAE items designed and manufactured?

FAE is designed in Byron Bay with our own design team and manufactured in Bali.

What if the item I am interested in is sold out in my size?

All current season items are restocked throughout the year. You can register for immediate email notifications of a restock on the product page of the item you are interested in. Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchange.

I have received a faulty product, what do I do?

At FAE, we pride ourselves on delivering a premium product. In the unlikely circumstance your FAE is faulty please email our customer service team within 14 business days.

If your package shows signs that it was damaged in transit please email our customer service team within 7 days.