Customer Service

Contact

Should you have any questions at anytime or need assitance with your order, please feel free to e-mail us at info@facine.com. Please be sure to include your order number, or a detailed description of the issue that you are having. We typically answer all e-mails within 24 hours.

Otherwise if you would like to speak to someone over the phone, our dedicated customer service team can be reached at (212) 498-9775 between the hours of 10:00 am - 6:00 pm EST, Monday through Friday.

Account Registration

If you’d like to make your shopping experience faster and easier, we urge you to register an account with FACINE. You will now have the ability to store your shipping address and billing information so that you will not have to reenter them for each separate transaction. All information stored with us will be secured, and you can add, edit, or delete your registered information at anytime. In order to enhance your shopping experience we may send to you promotional materials if you decide to opt in. Under each promotional e-mail there will be a link for you to opt-out should you wish to stop receiving marketing materials from us.

Order Processing / Shipping

Please allow 1-2 business days for processing. If you selected expedited shipping, then orders received before 2pm will ship the same day, while orders received after 2pm will ship the next business day. All order processing and shipping times are pending stock availability and credit approval. A business day is considered to be Monday through Friday, except for holidays. All orders received on Friday after 2pm will be shipped on Monday.

We use FedEx for all domestic shipments including Alaska and Hawaii, and TNT for most international shipments. Please note, at this time we are not able to ship to PO boxes.

International Shipping

We offer international shipping to most of our customers outside of the U.S.A., however we will not be responsible for any customs or duty charges. In order to find out if we ship to your country, please check during the checkout process.

Returns

Should you wish to return your item under our return policy, or if a package is refused and returned, you will be refunded the original purchase price of the product and remain responsible for the return-shipping fee.

Return Policy

Here at FACINE we stand behind our products, and while we’re sure you’ll always fall in love with your new FACINE product, we do offer a free 14-day return policy. Within 14-days of delivery, should you feel that you are not satisfied with your new FACINE product, you may return your UNUSED item it for a full refund of your purchase price.

Returns or exchanges are ONLY accepted on merchandise that HAVE NOT BEEN WORN, USED, ALTERED, OR WASHED in any way, and MUST INCLUDE ALL ORIGINAL ACCESSORIES with ALL TAGS ATTACHED.

We are only able to return or exchange products purchased from facine.com

Clearance items are final sale and not returnable.

Return / Exchange Procedure

In order to return an item, please first obtain a Return Merchandise Authorization (RMA) # from our customer support team. You may e-mail them at info@facine.com with your request and someone will get back to you within 24-48 hours. Please make sure to write the RMA # on the outside of the shipping box. You will be responsible for the shipping charges, and it is best to insure the shipment for the full value of the product. We are not liable if the product is lost, stolen, or damaged during the shipping process, and will not be able to issue a refund if the product is not received. We recommend to ship with either FedEx or UPS.

Once the product is received by a member of our returns department, it will be inspected and after meeting the criteria of our return policy, a refund will be issued to the original method of payment within 24-48 hours. It may take longer for this to appear back in your account depending your method of payment. If you are exchanging a product, the new product will be shipped out at no additional shipping cost (if using ground) within 24-48 hours, in accordance with stock availability.

Should you have any questions at any time during the return or exchange process, please feel free to contact info@facine.com with your RMA # in the subject line.

All returns / exchanges must be sent to the following address:

FACINE
Attn: Returns
209 West 38th Street
Suite 1211
New York, NY 10018
USA

Product Images

We do our utmost best in providing the closest real-life representation of our products in our images. However, due to computer rendering of images, the colors of products shown on the website may slightly differ from their actual color. The display, its technical specifications, and computer settings, could all affect the accuracy of the display of colors of our products.

Availabilty

Subject to availability, products offered for sale with their respective prices are only valid as long as they are available on facine.com. Should a product become unavailable for any reason after placing an order, you will receive a notification by email to the address submitted in the order. If your method of payment has already been charged, you will receive a full refund for the amount charged within 24-48 hours. It may take longer for this to appear back in your account depending your method of payment.

Prices

The prices displayed on facine.com are in U.S. dollars and do not include any applicable taxes or custom charges. Prices displayed on product pages are for informational purposes only, and may be changed by FACINE at its own discretion without notice. In the event that a product is listed at an incorrect price, FACINE has the right to refuse or cancel orders submitted for the product listed at the incorrect price, regardless of whether the order has been confirmed or if the method of payment has been charged. If your method of payment has already been charged, you will receive a full refund for the amount charged within 24-48 hours. It may take longer for this to appear back in your account depending your method of payment.

Reselling

Customers may not purchase any product from this web site with the intention for resale, and may not resell any product purchased from this web site. FACINE reserves the right at any time and for any reason to cancel an order, or any part of it, in its sole description, even after receipt of an order confirmation by the customer, or if the method payment has been charged.

Order Cancellation

FACINE reserves the right at any time and for any reason to cancel an order, or any part of it, in its sole description, even after receipt of an order confirmation by the customer, or if the method payment has been charged. If the method of payment has already been authorized and charged for the purchase and the order is canceled, we will issue a credit to the original method of payment. If you wish to cancel or modify your order please contact us at info@facine.com within 24 hours of your order.

Payment

FACINE proudly accepts MasterCard®, Visa®, American Express®, and Discover® as methods of payment, as well as PayPal®. The transaction will be charged to the method of payment only after verifying the Customer Card details, receiving credit authorization on the method of payment.

Repair Service

FACINE gladly offers a repair service for products purchased from an authorized stockist. Please return the product to the stockist from which you purchased, and a sales associate will contact FACINE to issue a repair. The original sales receipt is required for all repairs.

For products purchased through facine.com, please send an email to info@facine.com with images and a detailed description of the damage. If damage arises from normal use of the product, we will repair the product without charge and return it to you. Please note that this warranty does not cover misuse or theft.

FACINE will be unable to provide repairs to any items purchased through sample sales, or unauthorized stockists.