Question 1

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay and Google Pay.

Question 2

Is it safe to shop on faza-atelier.com?

Accepted Answer

Yes. All payments are processed securely using industry standard encryption.

Question 3

Can I cancel or change my order?

Accepted Answer

We process orders quickly, but if you need to make a change, cancel or change it yourself from your account under Orders, or send us a message, within 2 hours of placing your order. For pre-orders, you can cancel or change your order any time before the dispatch date listed on the product page. We will either refund or pack the modified order accordingly. Once shipped, our standard return policy applies.

Question 4

Do you ship internationally?

Accepted Answer

We ship from Germany to the EU, the Gulf and a selection of other countries; the full list appears at checkout. We do not ship to the United States, Canada, the United Kingdom or Australia from this site. If we do not ship to your country, you can shop our ready-to-wear collection on Wolf & Badger. For made-to-order pieces, reach out to us on Instagram.

Question 5

Do you offer free shipping?

Accepted Answer

Yes — for most orders, it's on us:Germany & the EU: complimentary shipping on every order.Rest of the world: the rate for your country, shown in your currency at checkout; complimentary from €250.

Question 6

When will I get my order?

Accepted Answer

All orders are shipped from Germany. In-stock orders are dispatched within 1–3 business days. We will always keep you updated on the shipping times once we have determined the best carrier for your destination. Shipping time within the European Union varies in cue with proximity to the origin country which can typically take 3-7 days depending on the destination. For pre-orders, the estimated dispatch date will always be listed on the product page.

Question 7

How can I track my order?

Accepted Answer

We will share a tracking link once your order is shipped.

Question 8

Will I need to pay customs fees?

Accepted Answer

If you are ordering from outside the European Union, local duties and taxes may apply. We would love to take care of the duties and taxes but these must be paid by the recipient thus not included at our checkout.

Question 9

What is your return policy?

Accepted Answer

Our goal is for every customer to be totally satisfied with their purchase. If this is not the case, let us know and we will do our best to work with you to make it right. To start a return, sign in and open your account → Orders, and choose Request return on the item — we will take it from there. If you were signed in to your Faza Club account when you ordered, your return is complimentary; orders placed as a guest cover their own return shipping. You may return eligible items within 14 days of delivery. Items must be unworn, in original condition, with tags attached. We do grading tests for each returned item which include smell and litmus test. This enables us to review eligible refunds while maintaining our product quality assurance. Note that you do not have to return the surprise items received with the package. You are and always will be part of the Faza family.

Question 10

Are sale items returnable?

Accepted Answer

Our standard return policy also applies to products under sale. We plan to introduce the store credit option soon. Once activated, your credit will be valid for one full year and can be used to purchase any product of your choice from our website.

Question 11

Who covers for return shipping?

Accepted Answer

Complimentary returns are a Faza Club member benefit: when you're signed in to your account at checkout, we cover your return shipping. Orders placed as a guest cover their own return shipping. The 14-day window applies either way — so it's worth joining the Club before you order. Tip: To make returns hassle free, our suggestion would be to keep enough photo evidence of the item being returned. If it gets damaged in transit, we can work together to settle any dispute.

Question 12

What is your exchange policy?

Accepted Answer

We will work together to get you the right fit Faza. To exchange for another size, request a return from your account → Orders and reorder the size you would like. Need a hand? Send us a message with your order number and the items being exchanged. If you ordered as a signed-in Faza Club member, your exchange is complimentary; guest orders cover the return shipping. Either way, we test returned items before sending your new piece. Once the returned items are received in good condition, we will ship your preferred products. To appreciate this co-operation, your exchange ships complimentary.

Question 13

What’s your return policy?

Accepted Answer

Pre-ordered pieces are part of our exclusive limited editions, crafted in small, thoughtful batches. Each piece is hand-finished with care and made available for you before it is officially released. By pre-ordering, you are securing your piece before it sells out, and supporting mindful production that values quality over mass manufacturing. For the return or cancellation policy, check our answer on 'Can I cancel or change my order?'.

Question 14

Can I return a pre-order?

Accepted Answer

Yes, our standard return policy applies to all pre-orders.

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