Contact
Every message reaches a person. Here is how to reach us, what to include, and the answers to the questions we get most.
- § 1How to reach us
- § 2What to include
- § 3Subscriptions
- § 4Questions we answer most often
§ 1 How to reach us
1.1Email
support@feyava.com — or the contact form on this page, which reaches the same desk.
1.2Tracking
Start at your tracking page. It answers more questions than we do.
1.3Shipping
Every period, stage by stage, is on the shipping policy.
1.4Refunds and replacements
When a replacement is created, and when it is not, is on the refund policy.
1.5Subscriptions
Billing, renewal and cancellation are covered at § 3 below and on the cancellation policy.
§ 2 What to include
None of the following is compulsory, but each one removes a round of emails.
- Your order number. The single most useful thing. It is in your order confirmation email.
- The email address you ordered with, where it differs from the one you are writing from.
- The billing address on the order — it lets us find you if the order number has gone astray.
- Photographs, where your question concerns the item itself. Three from different angles is ideal.
Where we need to confirm a payment we will ask only for the last four digits of the card. We will never ask for a full card number, a security code or an expiry date, and you should never send those by email — to us or to anyone.
§ 3 Subscriptions
A subscription renews and is charged automatically at the amount shown at checkout, including any applicable taxes and shipping, until it is cancelled.
Cancel at least 24 hours before your next billing date to stop the following charge and shipment. Email support@feyava.com with your full name and order number.
Cancelling stops future charges. It does not reverse a charge already taken — see the refund policy at § 2.1 and § 5.2.
§ 4 Questions we answer most often
Where is my order?
Start with tracking. Where the page has not updated, that is usually normal — the shipping policy sets out the four ordinary reasons at § 4.1.
I never received a tracking number.
Check junk and spam first, then search your inbox for “Feyava”. Shipping confirmations are filtered constantly. Where it is genuinely not there, write to us and we will resend it.
Can I get a refund?
All sales are final and we are unable to offer refunds. Free replacements are available in two circumstances — a completely different product arrived, or 30 days have passed and nothing has. Both are set out on the refund policy.
How do I stop my subscription?
Email us at least 24 hours before your next billing date with your full name and order number. That stops the next charge and shipment.
The wrong item arrived.
Send three photographs from different angles with your order number. A replacement is created on the same shipping speed you originally paid for, and you keep what arrived — there is nothing to post back.
Can I change my address, or cancel an order?
Write to us as soon as you can and we will try. Once an order has been handed to the carrier it is out of our hands, so speed decides this one.
Tracking says delivered, but I do not have it.
Contact your local post office with the tracking number first — parcels marked delivered are commonly held at the branch or left with a neighbour. If they cannot account for it, tell us what they said.
Do you ship internationally?
Yes. International delivery is 10 to 25 business days from the day the parcel ships.
If you have written and not heard back, send it again. Occasionally a reply lands in a spam folder at your end, and we would far rather answer twice than leave you waiting.
Rosalind Achterberg
Customer Care Lead — Feyava®