FAQ
Shopping
Do I need an account to purchase with Fayth?
Yes, you will need to register for a Fayth account to start shopping with us. Please click here to sign up! Registration gives you plenty of benefits, such as a wish-list for never forgetting your items, address book (if you ever want to send an item to the other end of the world, we can do it!), order history, and many more!
How do I place an order?
Select your desired items and click “Add To Bag” to add items to your shopping bag. You may continue browsing for other products or, complete your order by clicking on the shopping bag (top right-hand corner) to check out.
I'm unsure about the size or fit. What should I do?
We know this may get a little tricky. Please refer to our given measurements stated on each individual product page. We also have a Size Guide here. If you have any further queries about sizing, please drop our Customer Care team an email at [email protected].
What does it mean when the item temporarily unavailable?
When an item is temporarily unavailable, it is currently in someone else's shopping bag. 15 minutes will be given for you to check-out your items. Once 15 minutes is up, the item will automatically be made available again.
My desired item is sold out. What should I do?
We're sorry about that! Please join the waiting list to express your interest and we will let you know once the item is restocked. Alternatively, you may also subscribe to our newsletter for first-hand updates.
I signed up for email updates but I did not receive any emails. Why?
It'll be great if you can add our email address [email protected] to your email address book to prevent our emails from landing in your junk/spam folder. Also, do check that you have provided us with your correct email address.
Does Fayth have a retail store?
Yes! We are located at City Link Mall and Plaza Singapura. You may refer to our store's operating hours here.
Order & Payment
How do I pay for my order?
We accept payment via all Visa, Mastercard, and American Express debit or credit cards. We no longer accept payment via I-Bank and PayPal.
What currencies do you accept?
You may choose your currency setting on the top left-hand corner of our website. Foreign currency shown will be dependent on the exchange rate of the day. However, payment will be charged in Singapore Dollars and your credit card company will convert the amount to your local currency according to their respective exchange rate
How long does it take for order confirmation after I've made payment?
Your order will be confirmed immediately. An order confirmation email will be sent to your inbox.
Can I make any changes to my order after confirmation?
We are sorry that we are unable to make any changes once your order has been confirmed in order to process your order efficiently.
Do you have a phone number I can contact you at?
We operate solely online and we do not have a phone number. Please drop our Customer Care team an email at [email protected] if you have any queries.
I did not receive a reply to my email. What should I do?
Please give us up to 2 business days to reply to all your emails. Please note that weekends and public holidays are non-working days. It'll also be great if you can check your spam/junk folder in the event our email lands there by mistake.
Delivery
Are there free shipping options available?
Yes! We currently offer free courier delivery on New Arrivals with a minimum spent of S$80 for local orders and $120 for orders to Malaysia. We do not have free shipping options for other international orders at the moment but we are working on it.
What are the delivery options (Singapore) available?
Please refer to our Delivery page for more information.
What are the delivery options (International) available?
Please refer to our Delivery page for more information.
When will my order ship?
Your order will be shipped within 2 business days after order confirmation. We will try our best to ship it as soon as possible.
When will I receive my order (Singapore)?
Orders to Singapore will take 1 to 3 business days.
When will I receive my order (International)?
Orders shipped internationally will take 7 to 14 business days, depending on your location. Please note that these are estimated delivery times and we are unable to guarantee delivery dates.
Can I track my order?
Courier Service is trackable. You may find tracking information in your “Order History” under “My Account“. Please click on "Details" in your “Order History” to view. Tracking information will be made available the next business day after your order is shipped.
I have not received my order. What should I do?
Please drop our Customer Care team an email at [email protected] after 5 business days if you have not received your package.
Do you have a shop I can pick my order up at?
Our apologies but in-store pick up is currently unavailable. We are working on it, please be patient with us.
Returns & Exchanges
Do you accept size exchanges?
Size exchanges are not available for orders placed online.
However, purchases made in retail stores are eligible for size exchanges within a 7-day window, with the day after purchase acting as Day 1. Items must be exchanged at the store in which you made the purchase and presented with a valid receipt. Items must be unworn, unwashed, unaltered, with tags intact. This policy excludes clothing purchased on sale or on promotion, and all accessories, shoes, bags, and gift cards.
However, purchases made in retail stores are eligible for size exchanges within a 7-day window, with the day after purchase acting as Day 1. Items must be exchanged at the store in which you made the purchase and presented with a valid receipt. Items must be unworn, unwashed, unaltered, with tags intact. This policy excludes clothing purchased on sale or on promotion, and all accessories, shoes, bags, and gift cards.
Do you accept returns?
Yes, we do. For purchases made online, you may return your item for store credit equivalent to the merchandise's purchase price. However, purchases made in stores are only eligible for item exchange.
Is my item eligible for a return?
- Returns are applicable on regular priced merchandise and exclude gift cards, sale items, bags, basics, and jewelry. Entire orders purchased with a credit note, promo code, or discount voucher will also not be valid for returns.
- Merchandise must be in brand new condition with its original tags and packaging intact, unworn, unwashed, and unaltered.
- Fayth will not complete returns should you purchase our merchandise from a third party.
How/when do I return my item?
There are two ways to complete your return.
Shipping your return
Shipping your return
- A returns request must be made in your "Order History" within 7 days of the date of shipping (Singapore) or within 21 days of the date of shipping (International).
- You will receive an email with Fayth’s return form and mailing details, and your return must reach us within 5 working days (Singapore orders) or 10 working days (International orders) thereafter. Any return received after the stipulated time will not be processed.
- It is recommended to mail your return back via a traceable mode of shipping and inform us of your tracking number. Fayth will not be responsible for any lost or damaged packages.
- A returns request must be made in your "Order History" within 7 days of the date of shipping
- You will receive an email with Fayth’s return form and mailing details, and your return must reach us within 5 working days. Any return received after the stipulated time will not be processed.
- After drop off, it will take roughly 14 days to receive your store credit refund.
Where can I get the Returns Form?
Fayth's return form will be emailed to you when you have requested for a return in your "Order History". For easy verification and processing of your return, it is important to print it out and include it along with your return.
May I opt for a cash refund upon returning my purchase(s)?
Cash refunds are not provided for returns.
Will I be reimbursed for return delivery charges?
We will not reimburse return delivery charges.
May I drop-off my returns package personally at Fayth’s office?
Please drop our Customer Care an email at [email protected] if you wish to do a drop-off. Alternatively, you may drop off your returns package at any of our retail locations.
I have received a defective item. What should I do?
We sincerely apologize for our oversight. Please drop our Customer Care team an email at [email protected] with your order number and a photograph of the defected item and they will advise you on how to process next. Postage incurred to send the item back to us will be credited into your Fayth account and exchange for the exact same design will be processed. All defected items must be received in its original condition with its tag intact, unworn, and unwashed.
In the event that the merchandise you originally purchased is sold out, a credit voucher will be issued to your Fayth account.
In the event that the merchandise you originally purchased is sold out, a credit voucher will be issued to your Fayth account.
I have received an incorrect item. What should I do?
We sincerely apologize for our oversight. Please drop our Customer Care team an email at [email protected] with your order number and they will advise you on how to proceed next. Postage incurred to send the item back to us will be credited into your Fayth account. All items must be received in its original condition with its tag intact, unworn, and unwashed. In the event that the merchandise you originally purchased is sold out, a credit voucher will be issued to your Fayth account.
The measurements are inaccurate. What should I do?
Measurements may vary from 0.5 to 1 inch due to mass manufacturing processes and will not be considered as a defect. The method of measurement may differ slightly from person to person, hence in this case, there may be slight discrepancies due to the way the product is measured. If you believe your product to be wrongly tagged, please email our Customer Care team at [email protected].
Credit Note & Gift Cards
How do I use my credit voucher?
Key in your credit note voucher code in "Discount / Voucher" tab at checkout and it will be automatically reflected. Vouchers have to be fully utilized in one transaction. Any excess value unused will not be refunded or credited.
Can an order be returned if a credit voucher has been used?
We apologize but we currently do not accept returns for the entire order if the order has been made using a credit note.
How long will my credit voucher be valid for?
Credit vouchers have a validity of 3 months from the date of issue. It is strictly non-extensible and non-transferable.
May I exchange a credit voucher for cash?
Apologies but credit vouchers cannot be exchanged for cash.
Can I use my credit note at Fayth retail stores?
We apologize but credit notes are strictly for online use only.
What are the Gift Card denominations available?
We have denominations of S$30, S$50, S$100, and S$200 available.
How long will my Gift Card be valid for?
Gift Cards have a validity of 1 year from date of issue.
