FAQs – FAZA

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

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

We process orders quickly, but if you need to make a change, email us at contact@faza-atelier.com 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.

Yes, Faza offers worldwide shipping. However, due to compliance and logistical constraints, we are unable to ship to certain countries. You will find the full list of eligible shipping destinations at checkout.

Yes, we offer:

Free EU shipping on orders over €300
Free worldwide shipping on orders over €500

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. Shipping to the UK typically takes between 3-5 days.

For pre-orders, the estimated dispatch date will always be listed on the product page.

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

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.

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.

Let us know at contact@faza-atelier.com the order being returned, items being returned, reason for return.

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.

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.

Return shipping costs are the responsibility of our customers.

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.

We will work together to get you the right fit Faza. Send us an e-mail on contact@faza-atelier.com mentioning order number, items being exchanged, reason for exchange.

Note that our return policy applies for exchanges when it comes to our customer covering the returns cost and us testing the returned products. Once the returned items are received in good condition, we will ship your preferred products.

To appreciate this co-operation, we will ship your exchanged order for free.

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?'.

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

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Frequently asked questions