Refund policy
Returns Policy (United Kingdom)
14-Day Right to Cancel (Online Orders)
Under the Consumer Contracts Regulations, you have the right to cancel your online order within 14 days of receiving your goods, for any reason and without providing justification.
To exercise this right, you must submit your return request within 14 days of delivery via our online returns portal available in your customer account.
Once your return request has been submitted and approved, you must return the item within 14 days.
To be eligible for a return, items must be:
- Unworn and unused
- In the same condition as received
- With all original tags attached
- In original packaging (including dust bags and protective materials where provided)
- Accompanied by proof of purchase
Returns must be sent to: Golden Faye EN5 2EY Barnet United Kingdom
Items returned without a registered return request through our system may not be accepted.
Return Shipping Costs
Customers are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect.
If a return label is provided through our system, the cost may be deducted from your refund where applicable.
We strongly recommend using a tracked and insured delivery service, as responsibility for the goods remains with the customer until safely received by us.
Condition & Inspection of Returns
As we specialise in premium Italian handbags and footwear, all returned items undergo strict quality inspection.
We do not accept returns of:
- Items that have been worn, used, or altered
- Shoes with visible wear, creasing, or marks on the soles
- Handbags with scratches, marks, perfume scent, makeup stains, or any signs of use
- Items returned without original packaging, tags, dust bags, or protective inserts
- Gift cards
If a returned item does not meet these conditions, we reserve the right to refuse the return or issue a partial refund to reflect any diminished value.
Faulty or Damaged Goods
If your item is defective, damaged, or incorrect, please report the issue through your customer account or contact us at: goldenfayeuk@gmail.com
Under the Consumer Rights Act 2015, you are entitled to:
- A full refund within 30 days for faulty goods
- A repair or replacement if a fault develops after 30 days
This does not affect your statutory rights.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved, refunds will be issued to your original payment method within 7 days of receiving the returned goods.
Please note that your bank or payment provider may require additional processing time.
For any questions regarding returns, please contact: goldenfayeuk@gmail.com