Refund policy

SHIPPING

We deliver across mainland Spain and Portugal with free shipping on orders over €50. For orders below €50, shipping costs are €3.50 within mainland territory.

Shipping to the Balearic Islands is free for orders over €50. For orders below €50, shipping costs are €4.50.

Shipping to the Canary Islands, Ceuta and Melilla is free for orders over €75. For orders below €75, shipping costs are €7.50.

We also ship across Europe.

For Western Europe, shipping is free on orders over €80. For orders below €80, shipping costs are €10.50.

Western Europe includes: Germany, Belgium, France, Italy, Luxembourg and the Netherlands.

For the rest of Europe, shipping is free on orders over €80. For orders below €80, shipping costs are €15.00.

Rest of Europe includes: Ireland, Denmark, Norway, Sweden, Finland, Estonia, Latvia, Lithuania, Poland, Switzerland, Austria, Czech Republic, Hungary, Slovakia, Slovenia, Croatia, Romania, Bulgaria, Monaco, Greece and the Azores Islands.

For the United Kingdom, shipping costs are €15.

DELIVERY TIMES

We aim to process all orders within 48 hours.

Orders within mainland Spain are typically delivered within 24 to 72 hours after preparation.

Exceptions

During new product launches and promotional periods, delivery times may be affected and can take between 5 and 7 business days.

During Black Friday periods, preparation and delivery times may be affected and can take up to 3 weeks.

If your order has not arrived within a reasonable timeframe, please contact us at:

hello@faweofficial.com

RETURNS & REFUNDS

At FAWE, we want you to enjoy your purchase. If for any reason you are not completely satisfied, we are here to help.

1. Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging.

  • The product must be in the same condition in which it was received.

  • Proof of purchase is required.

For hygiene and safety reasons, we cannot accept returns of opened or used cosmetic products unless the item arrives damaged or defective.

2. Damaged or Incorrect Items

If your order arrives:

  • Damaged

  • Defective

  • Incorrect

Please contact us within 48 hours of delivery at:

hello@faweofficial.com

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

We will review the case and offer a replacement or full refund where appropriate.

3. Return Process

To start a return, please contact:

hello@faweofficial.com

Once approved, we will provide:

  • Return instructions

  • Return shipping address

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

We recommend using a tracked shipping method, as we cannot guarantee receipt of returns sent without tracking.

4. Refunds

Once we receive and inspect the returned item, we will notify you of the approval status.

If approved:

  • Refunds will be issued to the original payment method.

  • Processing times may vary between 5 and 10 business days, depending on your bank or payment provider.

Shipping costs are non-refundable unless the return is due to our error.

5. Exchanges

We only replace items if they arrive:

  • Defective

  • Damaged

  • Incorrect

To request an exchange, contact:

hello@faweofficial.com

6. Non-Returnable Items

The following items cannot be returned:

  • Opened or used cosmetic products

  • Gift cards

  • Final sale items

7. Contact

For any questions regarding returns or refunds:

FAWE Customer Support
hello@faweofficial.com

Estimated response time: 1–2 business days