The order was placed 2 weeks ago and paid for 1-4 days of shipping. They didn't ship the order or reply to my messages, seems like a scam company.
Response from FAEDec 17, 2024
Hi there,
Thank you for your message, and we sincerely apologise for the delay in processing your order. During busy sale periods like Black Friday, we experience a higher volume of orders, which can lead to delays in both shipping and response times. As mentioned on our website, we kindly ask customers to allow a couple of extra days for processing and communication during these times.
We understand your frustration, and we assure you that your order is important to us. Our team is working hard to get all orders dispatched as quickly as possible. Please check your inbox for an update on your order, and feel free to reach out if you have any further questions or concerns.
We truly appreciate your patience and understanding.
Thanks,
The FAE team x
KO
Karol O.
SCAM
SCAM! SCAM!! ALERT! Don't buy from this scammers. bought a dress & got a wad of material in the mail. I have emailed them numerous times each day for over a week. They mock me and ridicule me by sending me smart remarks such as do i want to sign up for something or ask me to send them another email. No phone number, no address, Long story short, i put in disbute with my debit card company. An Investigation into this company has been launched.
Response from FAEDec 17, 2024
Hi Karol,
We strongly disagree with the claims made in your review, which we believe to be completely false and misleading. As per our returns policy, we require items to be returned first for an exchange, as we do not offer refunds. This is clearly outlined on our website, and we’ve communicated this to you throughout our interactions.
We’ve worked diligently to resolve your concerns, but your accusations of mockery and ridicule are untrue. Our customer support team has always maintained professionalism, kindness and has actively assisted you within the guidelines of our policy.
The review you’ve posted is an exaggeration of the situation, and we have already reached out to Trustpilot to have it removed. We are a legitimate business and have made every effort to resolve your matter fairly and in accordance with our procedures.
Thanks,
The FAE team
EM
Elena Mihaela F.
Made an order a month ago and never…
Made an order a month ago and never recieved (the package comming from Holand to Spain not from Australia) i got in contact with Dhl from Spain and after a fee tries they told me that they classified the order as lost because never come to them and to get in contact with Fae… which is what i did… first answer of them was it’s on the way.. second answer same as the first one!! They only come with excuses!!
Response from FAEDec 17, 2024
Hi Elena,
We’re sorry for the frustration this situation has caused. We understand how disappointing it can be when there are delays in receiving your order.
After reviewing your case, we can confirm that the package was delivered on Thursday, October 17th. It appears there were delays with the carrier, and we sincerely apologise for any confusion or inconvenience this has caused. We have been in touch with DHL to investigate, but based on their confirmation, the package has been successfully delivered.
Thank you for your patience, and we truly appreciate your understanding.
Thanks,
The FAE team x
GL
Gregor L.
Colours of tops / bottoms don't match
I ordered a bikini for £162 and expected good quality, what I got was bottoms/top that had different shades of red and looked cheap overall. Unfortunately not worth it.
Response from FAESep 20, 2024
Hello Gregor,
I hope you are having a lovely day.
We’re sorry to hear that your experience didn’t meet your expectations. As a premium brand, we take pride in using high-quality, sustainable fabrics for all our products. While slight colour variations can occur between different production runs, we work hard to ensure consistency and top-tier craftsmanship in every piece.
We’re pleased that we were able to resolve this issue with you over email, and we appreciate your understanding. Your satisfaction is incredibly important to us.
If you have any further issues or concerns please don't hesitate to reach out to our customer service team.
Thanks,
The FAE team
RP
Rita P.
Horrible experience with FAE
Horrible experience with FAE. As I said in my last review the quality of the bikini was very poor and even the colour of the top and bottom didn’t match. So I returned the bikini and they received but the problem continued. They said they have refunded me the money, but they haven’t.
I have exchanged mails with Fae customer support and my bank…this all process has taken more than a month and if you can imagine my patience is at the lowest point….and still no refund. We’re talking about 94,60€ that Fae needs to refund me. But still nothing! It’s not admissible!! I can only say : horrible in all aspects!!!!!
Response from FAESep 23, 2024
Hi Rita,
We’re very sorry to hear about your continued frustration.
As per our records, we responded promptly to your emails and processed your refund. We also have proof of the remittance. Unfortunately, the delay you’ve experienced appears to be due to an issue with your bank, which is unfortunately beyond our control. We understand how frustrating this must be, and we appreciate your patience as we worked with you to resolve the matter.
Please reach out to your bank again, as they should be able to confirm the refund on their end. We’ve done everything we can from our side to ensure this is resolved and would be happy to assist further if needed.
Thanks,
The FAE team x
AK
Anna-Katharina
Its just not that what you see online, worst quality for much too high price, no easy return
Bad quality and bad fit and WAY too expensive for that!!!!
I was so happy about the bikini and then it arrived in a small plastic bag. So it was a real disappointment!
And there is NO free return AND you only get a voucher back. I would never order from there again. Real rip-off.
My order number was:
#EUFAE1758
Response from FAEAug 9, 2024
Hello Anna,
I hope you are having a lovely day.
I am genuinely sorry that you are disappointed with your purchase. At FAE, we pride ourselves on delivering premium products.
Our customer service team have now resolved this issue with you via email.
If you have any further issues or concerns please don't hesitate to reach out to our customer service team.
Kind regards,
FAE xx
GU
gumus
Plus jamais !
Plus jamais !
Je suis déçu par la qualité, Le maillot de bain arrive dans un vulgaire sachet, comme s’il arrivait tout droit de temu et en plus de ça aucune remboursement possible, le client est pris au piège
N’acheter pas.
Response from FAEAug 5, 2024
Hello Gumus,
I hope you are having a lovely day.
I am genuinely sorry that you are disappointed with your purchase. At FAE, we pride ourselves on delivering premium products.
Our customer service team are in the process of resolving this issue with you via email.
If you have any further issues or concerns please don't hesitate to reach out to our customer service team.
Kind regards,
FAE xx
FL
FlorendaTolley
Wasted $185.00 AUD on a swimwear set to only get 15 minutes of use out of them.
Unfortunately, my experience with FAE has been extremely costly and disappointing. I purchased two sets of swimwear from them. One set was fine, but the "Ivory" set, I wore in the water for 15 minutes, and straightaway, myself and others noticed the yellowing of the fabric and a very dirty appearance when the fabric is wet. It looked terrible. I would not wear them again, as everyone else noticed their poor appearance of them when wet.
I notified FAE via email, to which their response was extremely disappointing. They informed me that due to the product being worn, they cannot accept or exchange it (for another colour), as this is what I requested. They offered me a 30% discount on a new purchase. So that would be an extra $129.50 on top of the original $185.00 spent to replace the discoloured swimwear. Not exactly a fair trade.
I understand the return/exchange policy as it has been worn. But how was I to know that the swimwear would discolour and have a dirty appearance in the water, without wearing it into the water?
So all in all, their product is falsely advertised, and when I tried to address this on email with them, realistically, I purchased swimwear for $185.00 AUD that I have worn once, and will now throw in the bin. A dishonest product and service sadly.
Response from FAEJan 27, 2023
Hi Florenda!
We are truly sorry you have had this experience. We pride ourselves on our premium quality and high levels of customer service and I am so sorry you feel this hasn't been true for you.
We have discussed this via detailed email correspondence already. I am sorry that was unsatisfactory for you.
As you mentioned, one set was absolutely fine. Due to the fact the swimwear had already been worn, it is immediately ineligible for resale. If the item had been faulty in any way we would have been extremely happy to refund you the whole cost of the bikini and replace it with another or another product entirely but not in the case of a change of heart after wear.
Ivory is off-white by definition so it has been accurately advertised also. If this issue had been repeatedly brought to our attention it would absolutely be something we would investigate further, however sadly this is simply an isolated incident.
Buyers are made very aware of our policies and procedures repeatedly on our website, and in our email correspondence we also clearly discussed how this has been followed in this case also.
We kindly offered the 30% discount on a future purchase as a gift due to the fact you were disappointed with your decision of bikini and we take customer satisfaction very seriously.
Once again, I offer my sincere apologies you are dissatisfied, please reach out if you wish to discuss this further.
Have a lovely day
Kind regards,
FAE XXX
