Order Placement / Payment

Placing an order with Fae Nuit Studio is simple and secure. Once you have selected your items, proceed to checkout where you can review your order details before confirming your purchase. We accept a variety of payment methods, including credit/debit cards and secure online payment platforms such as PayPal. All transactions are processed through trusted payment gateways to ensure your personal and payment information is protected.

Once your order is confirmed, you will receive an email confirmation with the details of your purchase and an estimated delivery time. If you have any questions or require assistance during the checkout process, please do not hesitate to contact us at customercare@faenuitstudio.com.

Shipping

Orders are typically dispatched within 2-5 business days, unless otherwise communicated. If you place a pre-order for the coats, you are reserving an item that is still undergoing restoration. The restoration process takes approximately 2-4 weeks, depending on the complexity of the item. For the Oriana Pillbox hat, the production time is around 1-2 weeks for it to be hand made in our atelier. You will receive updates as soon as your order is ready for shipment.

Tracking

A tracking link will be sent to you once your order reaches our courier, for you to be able to follow it all the way to your front door. Please allow up to 48 hours for this tracking link to activate. If you don’t receive a tracking link, please contact us at customercare@faenuitstudio.com.

Order Changes

If you wish to make changes to your order, please reach out to us as soon as possible. We will do our best to accommodate order modifications before they are processed by our warehouse, but due to unforeseen circumstances, we cannot guarantee changes once processing has begun. Please contact us at customercare@faenuitstudio.com. as soon as possible to change your order. Note that no changes can be made after 24 hours from the time your order was placed.

Exchange

We do not offer standard exchanges, as all pre-owned items are unique and cannot simply be ordered in a different size or color. However, depending on the circumstances, it may be possible to exchange a pre-owned coat for another. If you would like to explore this option, please contact our Customer Care team for assistance.

Please note that original shipping charges are non-refundable, and we do not accept exchanges for sale items.

Order Cancellation

We aim to accommodate cancellation requests before orders are processed by our warehouse whenever possible. However, due to unforeseen circumstances, we cannot guarantee any changes or cancellations. Please contact us at customercare@faenuitstudio.com. as soon as possible to change your order. Note that cancellations cannot be processed once 24 hours have passed since placing your order.

Order Cancellation

We aim to accommodate cancellation requests before orders are processed by our warehouse whenever possible. However, due to unforeseen circumstances, we cannot guarantee any changes or cancellations. Please contact us at customercare@faenuitstudio.com. as soon as possible to change your order. Note that cancellations cannot be processed once 24 hours have passed since placing your order.

Zone 1: European Countries

A shipping fee is applied on all EU orders, depending on the location. Orders are delivered in 2-5 working days. Orders in this region are sent on a DDP (Delivery, Duties Paid) service, meaning there will be no additional fees to pay when your order arrives at the destination. This includes all EU countries plus Norway and Switzerland, excluding United Kingdom. A signature may be required on receipt. If you are not around to accept your parcel, the carrier will leave you a card telling you how you can re-arrange delivery/pick up from depot.

Zone 2: Rest of the World

A shipping fee is applied on orders in this region. Delivery within 5-10 working days from the date of dispatch (transit times dependent on destination). For this region,we ship DDU (Delivery Duty Unpaid) meaning international shipping charges do not include taxes or duties. Please contact your local customs office to request details of these charges. A signature may be required on receipt. If you are not around to accept your parcel, the carrier will leave you a card telling you how you can re-arrange delivery/pick up from depot.

We are currently unable to deliver to the Russian Federation and Ukraine, because of current regulations.

Please note: import taxes, duties, and customs fees are the customer’s responsibility and will not be reimbursed by Fae Nuit Studio.

International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.

Customs policies vary widely from country to country. Contact your local customs office for more information. When ordering from Fae Nuit Studio, you are considered the ‘importer of record’ and must comply with all laws and regulations of the country in which you are receiving the goods.

We ship from the EU, please be aware that orders placed for delivery outside the European Union may be subject to additional government duties and fees at the customs authorities of the country of destination.

ALL INTERNATIONAL ORDERS (EXCEPT EU, US & MAINLAND CHINA) MAY BE SUBJECT TO IMPORT DUTIES AND TAXES ONCE A SHIPMENT REACHES YOUR COUNTRY. ADDITIONAL CUSTOMS CLEARANCE CHARGES MUST BE PAID BY YOU. WE HAVE NO CONTROL OVER THESE CHARGES AND CANNOT PREDICT WHAT THEY MIGHT BE.

If you choose to refuse your shipments or not collect your order, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package. Please be aware, that in this case your package will be considered abandoned and disposed off by the shipping carrier and therefore, your order is not eligible for a refund.

Our pre-owned fur products are carefully refurbished by hand, ensuring they retain their original beauty and character. However, as these are genuine animal-based products, natural imperfections such as small flaws or occasional hair shedding may occur and are part of the item’s unique nature.

If you believe your item has arrived damaged or faulty beyond these expected characteristics, please contact us within 2 days of delivery at customercare@faenuitstudio.com. Kindly include your order number, at least 3 photos, and a detailed description of the issue. Once we receive this information, we will promptly assist you in resolving the matter.

Return Policy

If you are not satisfied with the product(s) you have ordered, you can return the items within 14 days of the delivery date when they meet the return requirements.

To initiate a return, please email us within 14 days of receiving your order. Once your return is approved, the item must be shipped within the same 14-day period. Please make sure to email us the tracking number as proof of timely shipment.

Important: Unconfirmed returns or any returns shipped after the 14-day period will not be accepted or refunded, even if the return was initially approved.

Items must be returned in their original condition: unworn, unwashed, unaltered, and in a sellable state, free of marks and stains, with all original tags/labels attached. If applicable, garment bags and/or dust bags must also be included. Items must be returned in their original packaging.

Returns are at your own expense. Any associated fees, including import duties or additional charges, must be paid by the customer in advance. Any unconfirmed return that arrives after the fourteen-day deadline will not be eligible for a refund.

Non-Returnable items

- Custom Orders
- Gift Cards
- Sample Sale / Archive Sale items

Customs Invoice

For international returns, you will need to include the name of the product(s) on the customs invoice. Please mark clearly “DUTCH RETURN GOODS – [name of product(s)]” as a description of contents on all customs invoice paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may be applied. Use your original ORDER NUMBER as a reference on your return shipping label and customs invoice.

Return Instructions

If the items meet our eligibility requirements above, take the following steps to return:

• Contact our Customer Service at customercare@faenuitstudio.com to request a return. Please make sure to contact us first for prior approval. Once approved, we will send you our return form with further instructions on how to proceed.
• The return form must accompany all returns, including your order number. Failure to include the completed form may cause a delay in the return process. Once we receive your form, we will provide you with the necessary return label.
• Securely package the item(s) in its original packaging, with tags and labels attached.
• Ensure your return parcel is securely sealed to prevent damage during transit. Attach the return label, ensuring the original label is removed. Please return the package to the designated drop-off location.

Please be aware that returns are at the customer’s own risk and expense. Fae Nuit Studio is not responsible for items lost or damaged in return transit. We recommend obtaining a proof of posting with insurance and a tracking number, until we receive them at our warehouse.

Refunds

Please allow 10 working days from the date of receipt for returns to be inspected and processed.

Please note that initial shipping fees are non-refundable. Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. You will receive an email notification once your refund has been processed.

If you need help, reach out to customercare@faenuitstudio.com.