FAYE&CALLA JEWELLERY
For the pieces
you love.
Your one-year warranty, clearly explained.
If something is not right with your jewellery, we are here to help you understand the next steps. Below you will find our warranty terms, what to include when contacting us, and how we assess a claim.
Our one-year commercial warranty
Faye&Calla offers a 12-month commercial warranty from the delivery date for manufacturing defects in eligible jewellery purchased directly from our store. This is additional to, and never replaces or limits, your statutory consumer rights.
What is covered?
A manufacturing defect in materials or workmanship present under normal intended use, such as a faulty clasp or a component that fails because of a production defect. We assess claims individually against the item, its use and available evidence.
What is not normally covered?
Accidental damage, loss, misuse, modifications or repairs by third parties, impact, scratching, ordinary cosmetic wear, or gradual changes to a plated finish from wear and exposure are not covered by this additional commercial warranty when they are not caused by a manufacturing defect. These exclusions do not affect statutory remedies for a product that does not conform to the sales contract.
How to make a claim
Email Info@FayeCalla.com with your order number, product name, photographs and a short explanation of the issue. We may request further information or inspection, and will explain any return arrangements.
A helpful checklist for your email
- Your order number: include the reference from your order confirmation so we can locate your purchase.
- The product name: tell us which piece needs attention, particularly if your order included several items.
- Clear photographs: include a view of the whole piece and a close-up of the area you would like us to assess.
- A short description: explain what happened, what you noticed and when you first noticed the issue.
These details help us understand your question and reduce unnecessary back-and-forth.
What happens next?
If a claim qualifies under this commercial warranty, we will offer an appropriate remedy such as repair or replacement at no charge. If repair or replacement is not practicable, we will discuss another appropriate resolution. The applicable statutory remedies always remain available.
Not sure how to describe the issue? Start with what you can see and include a photograph. You do not need to identify the technical cause before getting in touch.
Your legal rights
Under applicable consumer law, goods must conform to the contract. In the Netherlands, statutory conformity rights are not restricted to one year and depend on what the consumer can reasonably expect from the product. This voluntary warranty does not reduce those rights. See our Returns & Exchanges Policy or contact us.
Let’s take a closer look.
Have a question about your jewellery or need help with a claim? Send us your order details and tell us what is wrong.