Dispute Resolution

Last updated: March 8, 2026

At Fayesso, our goal is to resolve every customer issue fairly, quickly, and without you having to escalate. This page explains the steps we ask you to follow if you believe an order has not been handled properly, along with the timelines and outcomes you can expect.

Our Commitment

We commit to:

  • Acknowledge every dispute within 2 business days.
  • Investigate in good faith, looking at order records, communications, tracking, and any photos or evidence you provide.
  • Communicate clearly about what we find and what we can offer.
  • Resolve most disputes within 10 business days of you contacting us.
  • Treat you with respect at every step.

Step 1 — Contact Our Support Team

Most issues can be resolved by emailing support@fayesso.com. Please include:

  • Your order number
  • The email address used at checkout
  • A clear description of the issue
  • Photos, if applicable (product, packaging, shipping label)
  • The outcome you'd like — refund, replacement, store credit, or another resolution

We will reply within 2 business days. In most cases, this first conversation resolves the issue.

Step 2 — Escalation Within Fayesso

If you feel your issue has not been resolved fairly after Step 1, you can request escalation by replying to your support thread with the subject line "Escalation Request" or by emailing support@fayesso.com with that subject line and your order number.

Your case will be reviewed by a senior member of our team, who will:

  • Re-examine the full record of your case,
  • Contact you within 3 business days of the escalation request, and
  • Provide a final written response within 10 business days.

Step 3 — Informal Dispute Resolution

If your issue is still unresolved after Step 2, we ask that you allow us one more opportunity to resolve it informally before any formal action.

Please email support@fayesso.com with the subject line "Final Resolution Request", including:

  • A summary of the issue,
  • The steps already taken,
  • The outcome you are seeking, and
  • Any additional information you would like considered.

A senior member of our team will personally review your case and respond within 15 business days with our final position.

Step 4 — External Options

If we have not been able to reach a resolution after the steps above, you have several external options:

Your card issuer or bank

If you paid by credit or debit card, you may dispute the charge with your card issuer. We ask that you contact us first (Steps 1–3) so we have a chance to resolve the issue directly. If you do file a chargeback, we will respond to your bank with all relevant records.

State consumer-protection authorities

You may file a complaint with your state attorney general's office or consumer-protection agency. If you live in Colorado, you can contact the Colorado Attorney General's Consumer Protection Section at coag.gov.

Federal Trade Commission

You may file a complaint with the U.S. Federal Trade Commission at reportfraud.ftc.gov.

Better Business Bureau

You may file a complaint with the Better Business Bureau at bbb.org.

Reasonable Expectations

Some things to keep in mind during a dispute:

  • Time matters. Returns must be requested within 30 days of delivery, and damage/loss claims within 7 days of delivery (or 30 days for lost-in-transit packages). Please see our Refund & Return Policy and Shipping Policy for full details.
  • Evidence helps. Photos of damaged or incorrect items, screenshots of tracking, and copies of carrier notices help us investigate quickly.
  • Tone helps. We respond to every customer professionally regardless of tone, but a clear, factual description of the issue gets you to a resolution faster.
  • We follow our policies. We apply our published policies consistently, and we do not make exceptions based on social-media pressure, threats, or escalation outside the steps above.

Honest Mistakes

If we made a mistake — wrong item, late shipment caused by us, billing error — we will say so, apologize, and make it right at our cost. That includes shipping a replacement, issuing a full refund, or offering store credit, depending on what works best for you.

Contact

Email: support@fayesso.com Address: 1942 Broadway St. STE 314C, Boulder, Colorado 80302, United States Response time: Within 2 business days

We genuinely want every customer to leave with a good experience. If something has gone wrong, please give us the chance to make it right.