Customer Care

Do you have a question about your online order? We are here to help you! Contact our customer support team through support@FAEMD.com or call +31 (0)20 261 9494. In case you are unable to reach us by phone, please send us an e-mail and we will get back to you as soon as possible!

Customer support opening hours:
Monday through Friday from 9.00hrs until 17.00hrs (CET). Our customer care team speaks Dutch and English.


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Shipping

Orders are shipped as soon as possible through an automated process. As a result, unfortunately it is not possible to change or cancel an order after placing it.

Once you have placed your order, you receive an order confirmation and separately you receive a track & trace e-mail once your order is shipped. This e-mail contains a link that you can use to track and trace your order until delivery. Please note that it can take some time until you receive this Track & Trace e-mail and that this e-mail may have ended up in your spam box.

The delivery term within the Netherlands normally is 1-2 working days. For other European countries and countries outside of Europe a delivery term of 3-5 working days applies.

Didn’t find the answer to your question? Please check out our FAQ section at the bottom of this page. Highly likely you will find the answer to your question!

 


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Returns

Returns

You can cancel your order within 14 days after receipt without stating a reason and subsequently return your product with within 14 days. Inform of us of your return shipment via returns@FAEMD.com and use the return form. Please follow the instructions as indicated in the return form.

The product and packaging do need to be returned in the same shape as you received them. Please note that we offer free shipping, but that the costs for a return shipment are borne by the customer returning the shipment.

As soon as we have received, checked and processed your return, you will receive a confirmation e-mail. We try to arrange this as soon as feasible, but depending the country of origin of the shipment this can take one to two weeks from the day you have shipped your return package.

Exchange

For exchanging a product, please follow the returns procedure. Subsequently you can place a new order in our webshop.

Didn’t find the answer to your question? Please check out our FAQ section at the bottom of this page. Highly likely you will find the answer to your question! 

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FAQ
 

ORDER & SHIPMENT

Is my order successful? ▽

If the purchase amount was deducted from your bank account we have received your order and your order is subsequently processed in our warehouse. Your order confirmation will be sent to the e-mail address you indicated when placing your order. Sometimes our e-mails end up in your spam box. Therefore, if you did not receive an order confirmation, please check if your confirmation e-mail is in your spam box.

If you did not receive an order confirmation e-mail, please check if the purchase amount was deducted from your bank account. If that is not the case, we kindly advise you to place you order again. In other cases you can always contact us through e-mail or telephone.

Can I change or cancel my order? ▽

Orders are shipped as soon as possible through an automated process. As a result, unfortunately it is not possible to change or cancel an order after placing it. You can of course cancel your order following our standard returns procedure within 14 days upon receiving your order. You must subsequently return your products within 14 days. Always use the return form to return any products to us and notify us of your return through returns@FAEMD.com. You can subsequently place a new order in our webshop. We will return the purchase amount of your earlier order to you once we receive your return. Please note that you bear the costs for a return shipment and you should make sure that the product(s) and packaging are returned in the same state as you received the goods.

I indicated an incomplete or incorrect address when ordering. Can I change this? ▽

Orders are shipped as soon as possible through an automated process. Only if your order is not yet processed for shipment we can update your address. Please contact us as soon as possible to - if possible - arrange this.

Can I track the shipping status of my order? ▽

Once you have placed your order, you receive an order confirmation and seperately you receive a track & trace e-mail once your order is shipped. This e-mail contains a link that you can use to track and trace your order until delivery. Please note that it can take some time until you receive this Track & Trace e-mail and that it may have ended up in your spam box.

In case you did not receive a Track & Trace e-mail, please check if you have received an order confirmation following the placing of your order, possibly in your spam box. Did you not receive an order confirmation e-mail? Then please check whether the purchase amount was deducted from your bank account. If this is not the case, unfortunately the order was not properly processed and you will need to place you order again.

Have you read through and followed the abovementioned steps, but did you not find an answer to your question? Please contact us, we are here to help you!

Can I order your products online and subsequently pick them up at your office? ▽

We work with an automated warehouse and shipping procedure, therefore unfortunately it is not possible to pick up you order at our office.

I don’t live in the Netherlands, do you also ship to my country? ▽

We ship orders to every country that you can select during the checkout procedure. Are you not able to select your country? Please send us an e-mail at support@FAEMD.com and we will try to accommodate shipment to your country!

What is your delivery term? ▽

The delivery term within the Netherlands normally is 1-2 working days. For other European countries and countries outside of Europe a delivery term of 3-5 working days applies.

Should I stay home to receive my order? ▽

In principle you don’t need to stay home to receive your order. Most shipments fit in/through your mailbox.

Can I check out your products in a store? ▽

In our store locator you can find all of our selling points. Click here to go to our store locator.

Do you also deliver orders during the weekend? ▽

Within the Netherlands orders are delivered on Saturday, but not on Sundays and Mondays. For other countries than the Netherlands this differs per country.

PAYMENT

How can I pay? ▽

Our webshop offers a variety of secure payment methods, such as iDeal, PayPal, Visa, MasterCard and more.

Is payment through the FAEMD webshop secure? ▽

All transactions in our webshop are effected through a secure payment system. The sensitive and confidential details of your payment are provided directly and coded (SSL) to the bank.

When will my return shipment be repaid? ▽

Once we have received and checked your return shipment you will receive a confirmation e-mail. At that moment we also start the refund procedure. This takes 14 days at most, but in practice on average this procedure takes about 7 working days. Where possible the refund is made through the same payment service that was used to pay the retuned order.

SHIPMENT STATUS

I have not yet received my order ▽

Please check whether you have received an order confirmation e-mail; please also check your spam box. If you have not received a confirmation e-mail, in most cases your order wasn’t completed and not processed as a result. Please check if the purchase amount was deducted from your bank account. If that is not the case, you will need to place you order again.

Did you receive an order confirmation? ▽

Please check if you have received a Track & Trace e-mail. That e-mail contains a link that enables you to track the status of your order until delivery. Please note that from the moment you place your order it can take some time until you receive this Track & Trace e-mail. This e-mail possibly ended up in your spam box.

I did not receive a Track & Trace e-mail ▽

In case you did not receive a Track & Trace e-mail, please check if you have received an order confirmation e-mail, possibly in your spam box. Did you not receive an order confirmation e-mail? Please check if the purchase amount was deducted from your bank account. If this is not the case, we unfortunately did not properly receive your order and we kindly advise you to place your order again. In case you did not receive an order confirmation e-mail, please check if the Track & Trace e-mail is not in your spam box. Please note that from the moment you place your order it can take some time until you receive this Track & Trace e-mail.

In case the purchase amount was deducted from your bank account and you did not receive and order confirmation e-mail and/or Track & Trace e-mail, please contact us!

I did not receive an order confirmation e-mail ▽

In case you have not received an order confirmation e-mail, in most cases your order unfortunately wasn’t completed and processed. Please also check your spam box to see if the order confirmation e-mail ended up there. If not, please check if the purchase amount was deducted from your bank account. If that is not the case, you will need to place your order again.

Was the purchase amount deducted from your bank account, and you have not received a confirmation e-mail? Please contact us!

The Track & Trace information indicates that my shipment was delivered but I haven’t received anything ▽

Sometimes a shipment, despite of the Track & Trace information indicating that the shipment was delivered, is delivered only the next day. If the Track & Trace information indicated that the shipment was delivered in the afternoon, in most cases the shipment is delivered the following day. In this case we advise you to wait one more day.

If your shipment is not delivered the following day and you have checked with your neighbours if they collected your shipment and this is not the case, please contact Post NL via 0900 0990 (45 ct/per conversation) or our customer care team. They can trace your package through the Track & Trace Code.

In the Netherlands in most cases you don’t need to stay home to receive your order, as the package will in most cases fit your mailbox. For other countries the same will apply for most cases.

The Track & Trace Code doesn’t work or doesn’t show a status ▽

Your order is still being processed and the status is likely to change that same evening.

EXCHANGE & RETURNS

I want to return my product ▽

You can cancel your order within 14 days after receipt without stating a reason and subsequently return your product with within 14 days. Inform of us of your return shipment via returns@FAEMD.com and use the return form. Please follow the instructions as indicated in the return form.

The product and packaging do need to be returned in the same shape as you received them. Please note that we offer free shipping, but that the costs for a return shipment are borne by the customer returning the shipment.

Are there any costs for returning a product? ▽

The costs for returning a product to us are borne by the customer. If you return a product, we advise you to re-use the packaging that was used for shipping the product to you. In the Netherlands, returning a package that fits your mailbox (a so called mailbox package) is less expensive than returning a standard package. We advise you to – in the Netherlands – if possible return your order by using a mail box package with Track & Tace. In the exceptional cast that your package gets lost with Post NL, you can always prove you actually returned the product. In the Nethelands a tracked mail box package costs €3,95.

Have you received my return shipment? ▽

As soon as we have received, checked and processed your return, you will receive a confirmation e-mail. We try to arrange this as soon as feasible, but depending the country of origin of the shipment this can take one to two weeks from the day you have shipped your return package.

Can I exchange my product for a different poduct? ▽

You can cancel your order within 14 days upon receiving it without stating a reason and subsequently return it to us within 14 days. Notify us of your return via returns@FAEMD.com and please use the return form and following the instructions indicated in the return form. Subsequently you can place a new order in our webshop; we will refund your purchase amount once we received and pocessed your return. The costs for a returns shipment are for the customer; please note that you must return the product in the same shape as you received it.

When will the purchase amount of my return be repaid ▽

Once we received your return in good order and processed and checked it, you will receive a confirmation e-mail. At the same time we will start our internal repayment pocedure. This takes 14 days at most, but in practice approximately 7 days. Where possible the repayment is executed through the same payment provider that was used to place the initial order.

I received a wrong, incomplete or faulty product. Now what? ▽

Firsly we apologize for the inconvenience. All products are carefully checked before being shipped: this shouldn’t happen. In case something went wrong, the product is incomplete or faulty, please contact our customer care team within 24 hours after receiving the product by e-mail (and preferrably send us a picture of what’s going on) for further instructions to solve the issue.

WARRANTY & REPAIRS

How long is the warranty period on a FAEMD product? ▽

The FAEMD warranty policy automatically applies upon the customer’s purchase. The six months warranty on FAEMD jewelry and tow years on a FAEMD watch guarantees the customer that the Product meets the standards of usability, reliability and durability.

The warranty does not apply in case of:

- damages or loosening of stones or other details as a result of inattention or improper use, such as scratching, bouncing and falling of the jewelry/watch;

- intentional damage to the jewelry/watch or damage resulting from contact with water, perfume, soap etcetera;

- damages, scratching or changes as a result of normal wear and tear or aging of the used materials and colouring.

The effects of perspiration on the jewelry/watch differ from one person to another, due to the differences in acidity. Warranty does no longer apply to FAEMD jewelry/watches in case a third party performed repair works or other works on FAEMD jewelry, without written permission from FAEMD.

In case of questions about returns and warranty, a customer can always contact FAEMD’s customer care team via support@FAEMD.com.

How can I use my warranty right? ▽

In case you think a problem with your product is in scope of our warranty policy, please contact our customer care team through e-mail, indicating your order number and together with a picture of the product and we will look into it as soon as possible.