HELP/FAQ

Feel free to reach out to us! We are always around to talk and happy to help. Please email us for any assistance you need. 

Our customer service team is typically available Monday - Friday 9am - 5pm CET. We do our best to respond to all customers within 48 hours.

Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue. Please note that our social media platforms (including DMs) are not monitored by customer service representatives and are unable to help with customer service related issues.

Please allow 5-7 business days for the order to process. Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions.

If you still have not received tracking information on the 8th business day, please contact us. Make sure to provide us with your email address used at checkout along with your order number.

Once your order is confirmed, we are not able to change, cancel or alter it.  All orders are FINAL sale and are not eligible for return.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us via email and we will be happy to work with you to remedy the situation. 

All FÉ glasses are made with the finest quality cellulose acetate material. Like your favorite pair of jeans, acetate will expand and contract with use, wear, heat or cold. The good news is that all acetate frames are made from a pliable material. If this ever happens to you, you can visit any eyewear store and can request an adjustment on your frames. They have special heating machines that will warm your frames and they will adjust and fit them to your face. This does not, in any way, necessarily make your frames damaged. 

The standard processing time for the majority of FÉ orders will be packed and ready for courier pickup within 5-7 business days, although currently, those times vary due to the government orders and the impact to our business.  Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions. You will receive your tracking information to the email or phone number you provided at checkout. 

Please allow up to three business days for the provided tracking information to be updated. Once you have received your order confirmation, it can take up to 5-7 business days to receive your shipping confirmation. This may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions.

Our distribution center is located in Rotterdam, The Netherlands. All rates and transit times are reflective of this location. 

Please note that FÉ is not responsible for delays in shipping deliveries that include, but are not limited to the following: customs delays, natural occurrences, air/ground transportation strikes/delays or transfers to international carriers.