Frequently asked questions

Frequently Asked Questions

What is the delivery time for my order?

When you place an order with FAERA-madrid.com, the delivery time may be a bit different from what you're used to. Because our products are shipped directly from our suppliers, we can significantly reduce storage and transport costs. This allows us to offer our products at very competitive prices.
The average delivery time is 5 to 12 business days (Monday to Friday, excluding holidays).

What should I do if I haven’t received my order yet?

Due to high demand for some of our products, it’s possible your order may arrive a little later than expected. We appreciate your patience. If the expected delivery window has passed and you still haven’t received anything, please send us an email at support@FAERA-madrid.com We’ll investigate the issue with your package.

I want to exchange or return my order – how do I do that?

To initiate a return, simply contact our customer service team via support@FAERA-madrid.com Please include your name, order number (e.g., #0000 as stated in your confirmation email), and the reason for return. We will then provide you with the return address and confirm the return. Once confirmed, you can send the product back to us using a courier of your choice.

What are the return costs?

Unfortunately, return shipping costs are at your own expense. The cost depends on the courier you choose. Please check the website of your preferred courier for current rates.

How do I return my product(s)?

You have a 14-day return window, which starts on the day you receive the item. However, certain conditions must be met in order to return a product.

You may return the product if:

● The return window has not yet expired;
● The product is in its original packaging and all labels are still attached;
● The product has not been used.

Which payment methods can I use?

We accept payments via Credit Card and PayPal. If you're unsure whether your preferred payment method is accepted, just follow the steps on the checkout page to see all available options.
All transactions go through secure and reliable payment systems, so your payment is 100% safe.

I received the wrong product – what should I do?

That’s not supposed to happen. Please send an email with your full name and email address to support@FAERA-madrid.com and we’ll assist you as soon as possible.

Can I cancel my order?

Want to cancel your order for any reason? Please send an email as soon as possible to support@FAERA-madrid.com Include your name, order number (e.g., #0000 as provided in the confirmation email), and if possible, a brief explanation of why you’d like to cancel the order.