Shipping policy

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, 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. 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

Free shipping on EU orders above €700, a fee applies to orders below €700. Orders are delivered in 2-10 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 to re-arrange delivery/pick up from the depot.

Zone 2: Rest of the World (Not available yet)

There is no free shipping on orders in this region, a shipping fee applies on all orders. Delivery within 5-10 working days from the dispatch date (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.

 

 

 

If you choose to refuse your shipment or fail to collect your order, you remain responsible for any duties, taxes, customs charges, and/or carrier fees incurred on the package. In this case, the package may be considered abandoned and disposed of by the shipping carrier. Refused or uncollected shipments are 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.