Refund policy

At POLINA FAYE, your satisfaction is important to us. If you are not completely happy with your purchase, we are here to help. Please review our return and refund policy below before requesting a return.

Return Window

We accept returns within 30 days of delivery. To be eligible for a return, your item must meet the following conditions:

Be unworn, unused, and unwashed.
Have all original tags attached.
Be in its original condition and packaging.
Be free of stains, makeup, perfume, odors, pet hair, or any signs of wear.

Items that do not meet these requirements may not be eligible for a return.

✦ Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded:

Final sale items
Gift cards
Bodysuits
Underwear and lingerie
Swimwear with the hygiene liner removed
Earrings
Personalized or custom-made items
Beauty accessories
Items damaged due to misuse, improper care, or normal wear and tear

↺ How to Request a Return

To start a return, please contact our Customer Support Team at:

Email: shop@polinafaye.com

Please include the following information in your email:

Your order number
The item(s) you wish to return
The reason for the return
Photos of the item(s), if applicable

Our team will review your request and provide you with return instructions if your return is approved.

Please do not send any items back before receiving return authorization from our team. Unauthorized returns may not be accepted.

📦 Return Shipping Costs

Customers are responsible for return shipping costs unless the item received is incorrect, damaged, or defective.

Original shipping fees are non-refundable.

We recommend using a trackable shipping service, as we cannot guarantee that returned items will be received without tracking.

⚠️ Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please provide your order number and clear photos showing the issue so our team can review it and assist you with a suitable solution.

💳 Refund Process

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

⏰ Order Cancellation

If you wish to cancel your order, please contact us within 12 hours of placing your order.

Once an order has been processed or shipped, we may be unable to cancel it.

✧ Additional Information

Returns must be approved by our Customer Support Team before being sent back.
Items returned without prior authorization may be refused.
We reserve the right to refuse returns that do not meet the conditions outlined in this policy.
Refunds will be issued to the original payment method only.

📍 Return Address

POLINA FAYE
723 N VAN BUREN ST #108
Heber Springs, AR 72543
United States

This address is for business correspondence only and is not a return address. Please contact us by email before sending any items back.

💌 Contact Us

If you have any questions about our Return & Refund Policy, please feel free to contact us.