FAQ ON ORDERS
I'm having problems placing an order. What can I do?
We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement. If you continue to experience problems placing an order, please contact firstname.lastname@example.org, and we will be happy to provide assistance.
How can I make sure my order went through?
Once you have successfully placed an order, you will be taken to a receipt page. On this page will be your order confirmation number. If you do not see a receipt page after submitting your order, your order has not been placed. A copy of your receipt and order number will also be emailed to the email address that you provided while placing your order. You will receive this email typically between 1 – 6 hours of placing your order.
Will I get a receipt when I order?
As soon as your order is placed, you will view a receipt page with your order confirmation number that you can print. A copy of your receipt will also be emailed to the email address that you provided when your order was placed.
Can I add/change items to an existing order?
Unfortunately, once an order has been placed, no additional item(s) can be added to this order. You can simply create a new order with the additional item.
To change an item, please notify email@example.com as soon as possible. We will try our best to cancel your original order before it is processed* and submit a request to refund your original method of payment. You will then be able to create a new order with the correct items that you wish to purchase.
* Please note that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered our shipping process.
Can I cancel an order that has already been placed?
If you wish to cancel an order that has already been placed, please contact firstname.lastname@example.org. Please note that orders that have already shipped cannot be canceled, they must be returned. Your original shipping charges will not be refunded if it has already shipped.
FAQ ON PAYMENT
What forms of payment can I use?
We accept Visa, MasterCard and American Express.
Is there sales tax applied on my order?
We apply the applicable state sales taxes to orders shipping within New York state.
I’m having problems with the checkout page. What can I do?
Please contact email@example.com and we will be happy to provide assistance.
FAQ ON SHIPMENT
I can't find the item I am looking for. What should I do?
Please contact firstname.lastname@example.org for assistance, it may be on re-order.
How do I determine the shipping charges on my order?
We provide free ground shipping on all orders within the US. If you would like your item faster, you will see a flat-rate expedited shipping option at checkout. If you are an International customer, please contact email@example.com, and we will estimate shipping for you.
When will my order ship?
We ship orders Monday through Friday. We do not ship on Saturdays, Sundays or the following holidays:
Christmas Day, Boxing Day, New Year’s Day, Good Friday, Independence Day, Labor Day, Thanksgiving
We do our best to ensure your order is delivered to you as quickly as possible.
However, faike.com cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.
How long does delivery take?
Orders will be shipped the following business day. FedEx Ground typically takes 4-7 business days. We recommend tracking your package on fedex.com to get a more accurate estimate of arrival.
Should you require your order as a rush, please feel free to contact firstname.lastname@example.org to best assist you.
Will FAIKE ship my order overnight?
At this time, we do not offer an overnight shipping option. However, we understand circumstances may arise when you will need your order by the next business day. If this is the case, please contact email@example.com to make arrangements and to receive a special quote.
How will I know that my order has shipped?
As soon as your order ships, we will send you an email confirming the shipment. This email will provide you with important tracking and delivery information. The tracking information and status of your order can also be viewed via fedex.com. If you have any questions regarding your order, please contact firstname.lastname@example.org.
How do I track my order?
You can track your order by entering the tracking number on fedex.com.
Do you ship internationally?
We do not currently ship internationally. If you desperately want an item, please contact email@example.com, and we will do our best to work something out for you!
Can I change my shipping address after my order has been shipped?
No, information cannot be changed once an order has shipped.
Do you ship to PO boxes?
FedEx does not allow packages to be delivered to PO boxes.
What shipping carriers do you use?
All online orders are shipped via FedEx.
FAQ ON RETURNS
How do I return something I ordered online?
To learn how you can go about returning an online purchase, please refer to the Returns & Exchanges section of our website.
My item came damaged, what do I do?
Please see our Returns & Exchanges page, Exchange section.
FAQ ON PRODUCTS/AFTER CARE
Where are FAIKE products manufactured?
We pride ourselves in working with the best manufacturers, and sourcing the highest-quality materials from around the world. All of our leather handbags are sourced from the finest tanneries in Italy, and made in Florence Italy. Our office items are made from Italian leather and are assembled both in the USA and China with the highest standards of quality control.
How do I clean my FAIKE product?
For Leather - Avoid cleaning all leather products at home; leather goods should be brought to a professional leather cleaner. Household cleaners and sprays should be avoided as they can potentially stain the leather. If using leather protector, ensure a small test is done on a corner of the item before applying entirely. Spot cleaning is not recommended. Avoid storing all FAIKE items in humid areas, and avoid long periods of sun exposure. It is encouraged to place your handbags in the provided dust bag when not in use, to preserve their pristine condition.
For Acrylic - Avoid using harsh chemicals. We suggest a soft rag and mild soap to clean any of the acrylic components of our items. Be very careful that soap and water do not get on the leather components.
How durable are FAIKE's acrylic handles, and will the acrylic "yellow"?
FAIKE acrylic handles are make from Cast Acrylic rod, which is highly regarded for its optical clarity and outstanding light transmission properties. Cast Acrylic is unaffected by sunlight or fluorescent lights, and highly regarded for it's age resistance. Cast Acrylic is also shatter-resistant and very durable. Moreover, we created dual enforcement on both sides of all our handles. There is no reason your FAIKE acrylic parts should break or "yellow." Acrylic can scratch with heavy wear and tear, so we advise precaution.
Will the magnetic closure to the charger compartment on the FAIKE Editor Tote affect my laptop?
The short answer is no. Luckily, when it comes to modern computers (post-floppy discs), you don't need to worry about magnets.
Does FAIKE have replacement parts or hardware?
If your bag has a broken or lost part, please contact firstname.lastname@example.org, and we will do our best to replace the part.
Does FAIKE offer a repair service?
Please contact us if your item is in need of repair, and we will provide a quote for any work required. A valid proof of purchase from faike.com will be required to proceed.
Please email some images of your bag, and the repair required, so that we can liaise with our repair team and let you know how best to proceed. Please be aware that repairs can take 5 to 7 weeks to complete, but we try our best to have them back to you as soon as possible.