Frequently Asked Questions

Shipping Guarantee offers premium protection and safety for your valuable items during international shipping. We'll reship your package immediately at no extra charge if it's reported lost or damaged.

Please kindly notice: Shipping Guarantee is optional when you checkout. And it is unrefundable.

It normally needs 1-3 days to process an order before shipping.
We'll email you once it gets shipped out.
For more info kindly check “Shipping info”.

• STANDARD SHIPPING
  Time: 4-15 Business days.
  Costs: R150

Before we move forward, make sure you've checked your mailbox and have asked your neighbors if they received your package by mistake.

For more details, you may contact the shipping company or Contact us.

Not to worry! Clicking 'Confirm Delivery' will not affect the shipment of your package.

I can get you the tracking number and the courier details for your order if you'd like to select an order below.

We provide free shipping for orders over R1500.00 (standard) to South Africa! Currently, We needs 1-3 days for preparing your order. Our current delivery estimate is 4-15 days.

Due to the peak sale season, we're processing more orders than usual, which may be reflected in our delivery time. We wish for your kindness and understanding.

Note:

Shipping Guarantee is optional when you checkout. It offers premium protection and safety for your valuable items during international shipping. We'll reship your package at no extra charge or make a full refund to you if it's reported lost.

We provides two ways for tracking:

1. Shipping Email: It contains your tracking number and tracking link.

2. Track via "My Order", which also has a "TRACK" button.

-Please log into your account, click on "My orders" and click on the "Track" button for more details.

Note: It may take 3-5 days to see any activity once it has shipped out from our end as the next facility needs time to scan packages. Please allow some time for the courier to update the latest tracking info after reaching the next facility.

We provide free shipping for orders over R1500.00 (standard) to South Africa! Currently, We needs 1-3 days for preparing your order. Our current delivery estimate is 4-15 days.

Due to the peak sale season, we're processing more orders than usual, which may be reflected in our delivery time. We wish for your kindness and understanding.

Note:

Shipping Guarantee is optional when you checkout. It offers premium protection and safety for your valuable items during international shipping. We'll reship your package at no extra charge or make a full refund to you if it's reported lost.

If you noticed a charge on your bank statement after you received a refund, it may be because you requested a refund immediately after the payment successfully went through. The bank's transaction period for processing refunds is faster than the transaction period for processing charges, which is why you received the charge notification after the refund notification.

We recommend contacting your bank for exact details regarding your transaction. Thank you for your cooperation.

You will be refunded according to the actual price paid for the items (after deducting coupons and points, if used). Shipping fees and the shipping guarantee are non-refundable. Please note that the first return label per order is free. Additional return requests for the same order will generate a R150.00 fee per label, and will be deducted from the refund amount, if applicable.If you still find your refund amount is incorrect, please click the "Contact Agent" button below for more help.

We apology for the inconvenience caused due to size unfit. We accept exchange requests for most items within 45 days from the purchase date. Considering the time for return and reship, also the fast fashion nature of our business, we strongly recommend you apply to return for refund, then replace a new order with the correct size before it sold out.

Please follow the below instructions to return:

1) Locate the order in 'My orders'. Click the 'Return Item' button.

2) Select the item(s) you would like to return, indicate the reason, and submit.

3) Print the return label and securely tape it on the outside of your return package.

4) Call the post office to arrange a collection or drop it off at your nearest post office.

We accepts returns on most items within 45 days from the original purchase date.

You may refer to our Return policy for additional information.

Note: The following items cannot be returned or exchanged: bodysuits, lingerie, jewelry, beauty, underwear,event&party supplies, and accessories (except scarves, bags, and mermaid blankets).

It will take up to 7 days to process your refund or exchange request after we receive your package.
For more info about the return status, please refer to <order>-<return> in your account.</return></order>

"Processing": Return requested successfully, please wait patiently for the delivery.

"Arrived at warehouse": We will apply the refund/exchange once QC has been finished.

"Refunded": Refund initiated successfully.

Some banks may send a message before the payment is processed to verify the order, which may lead to misunderstanding. If the amount was withdrawn, then the payment attempt failed, the bank will return the amount to you. If the amount has been withdrawn from your account but the order status still says "waiting for payment" or "unpaid", please contact the bank to confirm the payment first. If the payment attempt failed, the amount will be returned to you within a few days.

This email may refer to a previous order that was not completed. Please confirm the order number mentioned in the email matches the same as the one in ‘My orders’.

The first text message may have been the bank's authorization message, you have not been charged. Please verify your bank card's remaining balance. If you notice that your first order has been double charged, please provide the following information to customer service and we will investigate the issue.

For card transactions, please provide us your payment amount, payment currency, date of the charge, the first 6 digits and last 4 digits of your card, a screenshot of the transaction details.

For PayPal transactions, please provide us a PayPal transaction ID. You could also contact PayPal to get the transaction ID.

Sales tax is charged if it's required by the state you've selected for your Shipping Address.

You may click 'Unsubscribe' at the bottom of the promotional email.

And for text messages, reply 'STOP' to unsubscribe.

You may check out our Return Policy first, then please contact our Customer Service about which items you want to return with the following information.

1) The order number.

2) The item's name or SKU number or pictures.

3) A description of the problems and clear pictures.

We will process your return request and offer the nearest return address for you as soon as we can.

Should you receive a damaged, defective, or incorrect item, please follow the steps below within 45 days of placing your order:

1) Locate the order in 'My orders'. Click the 'Return Item' button.

2) Select the item(s) you would like to return, indicate the reason, and submit.

Please note: You may be required to submit photos of items clearly showing any damages, defects, etc.

3) We will process your application and provide you with a refund or exchange of the item(s).

You can apply your wallet balance at checkout or withdraw it to your original payment account.

Note:
1. Please choose any payment method first before entering your wallet balance to pay for the order.
2. If the currency used to pay for your order differs from that of your wallet, the wallet balance box won’t appear on the checkout page.

A confirmation email will be sent within 24 hours after payment is completed.

We recommend checking your Junk/Spam mail folder as well. :)

Also, you can check your order status via clicking "My orders", as we will update an order tracking info there after the order being shipped out.

You can cancel your order on the 'My Orders' page before it ships out.

Note: We're not able to cancel an order that has been shipped. We recommend you do a return for a refund with our return label.

Orders can be checked via "My orders".

Note: On our site, accounts can be registered by customers' email, Facebook account, or Google account, respectively may be generated 3 different accounts. Please find out under which account you made the order, and make sure you log in to the correct account.

Thank you for choosing Faven! We're happy to show you how to order items on our site.Step 1: Please register for a faven account.Step 2: Choose the item size, color and click on the [add to bag] or Buy now button.Step 3: 【View BAG】 and check out with your debit/credit card, Paypal.

It typically takes 1-3 days to process your order. If your package exceeds the standard processing period, it's normally due to the fact that a particular item(s) requires a longer processing time.If you wish to receive the other items in your order ASAP, you may cancel the item(s) for a refund, so the remaining products can be shipped out immediately. You can also contact Customer Service to assist with issuing a separate shipment.

Modifying shipping address:

1. For unshipped orders, you can click edit your shipping address via "My Orders".

2. For already shipped orders, the shipping address CANNOT be changed.

Changing sizes:

1. For unpaid orders, you need to cancel the order in "My Orders" and place a new one with the correct size.

2. For paid but unshipped orders, you may contact our customer service for changing sizes.

3. For shipped orders, the size cannot be edited. We recommend that you apply for a return after you receive the order.