Frequently Asked Questions
Need some help with your order or got a burning question that you need answered pronto? Just click on one of the sections below to find the answer...
If you still can't find an answer to your question, please drop us an email at firstname.lastname@example.org.
What are your delivery charges?
UK Standard Tracked Delivery is free on ALL orders over £20 or £2.95 otherwise.
Delivery to store is free (currently unavailable)
Next Day Delivery is £5.95 (currently unavailable)
沙巴体育开户International Delivery is £10.00
What delivery services do you offer?
Has my order been dispatched yet?
When your order leaves us, a second email is generated to confirm this – if you don't receive an email within 4 working days, please email email@example.com.
Can I track my order?
沙巴体育开户Yes. Once your order has been dispatched, you will receive an email from Hermes with tracking information within 72 hours.
Which couriers do you use?
沙巴体育开户We use Hermes for UK Standard Tracked Delivery and UK Next Day Delivery.
沙巴体育开户You will be given a two hour delivery window with text and/or email notifications + options to change delivery details. You can track your order at any time using the Hermes tracking service. Please note you will need to sign for your order.
International orders are shipped via Royal Mail. Local import duties may be payable on receipt.
It's outside the expected delivery time – what should I do?
Once your order has been dispatched, you will receive an email from Hermes with tracking information within 72 hours. Please check this to track your delivery.
Should you still require further help, or if you have placed an order for international delivery, please email firstname.lastname@example.org.
Do I need to set up an account with you?
Setting up an account is really easy and only takes a few minutes. You'll need to give us your name and address details and then create a password, which you can use to access your account at a later date. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you'd prefer not to create an account, you can select "Continue as guest" instead. You'll still need to enter your name, address, email and payment information, but these won't be stored. You won't be able to track your order if you select this option though.
How do I change and check my account details?
By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.
I've forgotten my password
沙巴体育开户 No problem – all you need to do is grab a password reminder. You can find this at the 'Login/My Account' section of the site. Simply click on the 'Forgotten your password?' link and we'll email it over to you.
My account has been suspended
This happens after 3 unsuccessful login attempts. Your password is case sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email沙巴体育开户 and we can unlock your account and resend your password reminder over to your registered email address. Be assured that the crew member you deal with does not have access to your password details.
Placing an Order
What payment methods do you accept?
We can accept the following cards online or you can check out using Paypal:
Sadly, we’re not able to accept Visa Electron, Solo or Laser.
How do I redeem a discount or special offer?
To redeem a discount code; select the basket icon, click ‘View Bag’ and enter the code into the ‘Add a Promotion Code’ box. If you proceed to checkout without entering your code you’ve gone too far and need to go back to your Shopping Bag. You can only use one promotional code per order.
Why isn't my voucher code working?
Double check you haven’t clicked through to the checkout before adding your voucher code, as it can only be entered while you’re in the Shopping Bag. Voucher codes are set to expire after a certain time, so it might be that you’re using an outdated code. Most of our vouchers are for single use and case sensitive. They also cannot be used during Sale periods, and you can’t use more than one on a single order.
I forgot to use my offer code – can I claim it afterwards?
This is simple to fix – as long as the code was valid at the time of ordering, all you need to do is wait until you receive the parcel, then email us with the code and your order number. We'll then refund the amount back to you.
Can I add to an existing order?
沙巴体育开户Unfortunately, we can’t add to orders, but if you place another order within a few hours of your original order, then email our customer service team, they will be happy to refund you one of the postage charges once you receive your order. Please note that they will need your card details.
Can I split my order across multiple delivery addresses?
沙巴体育开户Unfortunately, we’re not able to split a single order. If you need to split an order, please place more than one order. Once your orders have arrived, email our customer service team and they will be happy to refund you, so you only pay one delivery charge.
Can I cancel/change my order online?
沙巴体育开户Unfortunately, our website does not currently allow you to change or cancel anything yourself. We are also unable to edit an order once it has been placed. If you need help with this, please email our customer service team who will try their best to resolve the situation for you - but we may have to ask you to wait for the order to be delivered for it then to be returned to us.
When will I be charged for my order?
If you paid for your order by credit or debit card then we won’t take any money from you until it has been dispatched from our warehouse. Payments made through PayPal are usually taken from your account instantly.
Can I order over the phone?
沙巴体育开户At this time, orders can only be placed on our website, as our phone lines are temporarily closed.
The items I put in my shopping basket recently are now sold out – what happened?
Goods are not allocated to you until order confirmation is sent to you – adding items to your shopping basket does not reserve them.
Can I buy or use FatFace Gift Cards online?
You can . Gift Cards can be redeemed on our website. Simply checkout online, select ‘PAY WITH A GIFT CARD’ and enter the 16 digit card number and PIN found on the back of the card.
Where do I find the pin for my gift card?
There’s a foil scratch off strip on the back of the card next to the card number. Scratch this foil off to reveal the pin.
What is a Card Security Code?
沙巴体育开户Your Security Code is just a little extra security for online and phone transactions. This number can be located on the signature strip on the back on your card – we only require the last 3 digits of this number.
Why has my card been declined?
We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.
What does 'Postcode Verification Failure' mean?
This means that the details you've given us do not match the details your bank has for you - please ensure your billing address matches your statement address exactly.
Why have you sent me a security check email?
Additional checks are run on all orders with certain criteria, for your safety as well as ours. The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within 4 days your order will be cancelled.
Has my order been successful?
沙巴体育开户Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelt your email address correctly. If you've checked and you're still unsure, please email our customer service centre who will be happy to look into this for you.
Will I be charged Customs and Import duties?
沙巴体育开户As we ship from Fat Base here in the UK, you wouldn't pay Customs and Import inside the European Union. However, outside the Union, charges may apply when the goods reach their destination. We don't have any control over the amounts charged. Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.
Where can I find the size guide?
沙巴体育开户There is a link to the size guide on every product page – this is only a guide as every product is cut differently. If you're at all worried, just email our customer service team, who will be able to give you a bit more information.
Is the down and feather in FatFace products responsibly sourced?
沙巴体育开户We follow very strict responsible sourcing guidelines for the sourcing of all our materials and we regularly monitor our suppliers carefully to ensure they adhere to these high standards.
We’ve recently joined the PETA list of retailers that have committed to keep down out of their future collections, and can confirm that from summer 2017 we no longer utilise down and feathers in the production of any of our products.
How can I care for my leather and suede?
To keep your leather and suede looking as good as new, leave it to dry naturally and brush the dirt off with a stiff bristled brush so it comes right off. When drying, don’t put anything on a radiator, as this may cause stains. And if you can, stuff newspaper inside to absorb the moisture. See below a list of the type of fabric protectors to use, always remembering to follow the manufacturer’s instructions carefully.
- Suede: Suede Protector Spray.
- Nubuck: Protector Spray. Be careful as this may darken nubuck colours.
- High Shine Leather: Polish of the correct shade, buffing to shine.
- Oily Leathers: Aqueous Wax Solution. Please be aware this will cause nubuck colours to darken.
Where can I read more on your animal welfare policy?
Find out all you need to know on our animal welfare page.
Refunds and Exchanges
How do I return unwanted items?
Returns are FREE from anywhere in the UK. Simply return your unwanted item within 30 days of receipt (full price) or 15 days for Sale items, unused and in its original condition. Orders placed between 23rd March 2020 – 30th June 2020 fall under our extended returns policy and have 6 months from receipt to return.
Due to health and hygiene reasons, we are unable to accept returned underwear unless it is in its original condition and packaging or earring unless faulty. Swimwear is only returnable if unworn and the hygiene strip is in place. Personalised / perishable items cannot be returned (your statutory rights are not affected).
沙巴体育开户Please ensure that you complete the returns section on your dispatch note detailing the quantity and reason code for each item. You can return using the following methods:
1. To any FatFace store
You can return items to any of our 200+ stores across the UK and Ireland. Please take your dispatch note or order confirmation with you as proof of purchase. Find your nearest store here.
2. Via Royal Mail
沙巴体育开户 Note you will need your order number and email address.
Option 1: Download your generated label and print at home. Take the parcel to the Post Office and retain proof of posting.
Option 2: Take the email/QR code and parcel to a Post Office and Royal Mail will print it for you. Retain proof of posting. Note you will need your order number and email address.
沙巴体育开户Customers should return items to FatFace, Unit 2 Dunsbury Park, Fitzwygram Way, Havant, Hampshire PO9 4EE, United Kingdom.
I have returned my order – will you refund my delivery?
沙巴体育开户If you live within the EU and you've returned your whole order within 30 days of receipt, we will refund the full amount, including delivery costs.
I've lost my invoice and want to return something, what do I do?
Not to worry – just let the crew know at email@example.com and they'll send you your order number and all the details you'll need.
I requested an exchange – why have you refunded me?
We no longer offer exchanges, so we've refunded your order for you. The best thing for you to do is to re-order the garment in the colour and size you're after.
Gifts - Wrapping & Returns
Do you offer Gift Wrapping?
沙巴体育开户We'd love to be able to offer a Gift Wrapping service, but we don't have the facilities to do this right now. If you send a delivery directly to another recipient, it will have the tags attached and the invoice enclosed.
Can I return a gift I'm not too keen on?
We want you to love everything about your new FatFace clothing! However, if you are not delighted with your items it’s not a problem, we are happy for you to return them to us, with your returns form, as outlined in the returns section.
沙巴体育开户Please note that we will only be able to offer a Gift Card or Exchange for a Gift Return.
沙巴体育开户Please keep hold of your proof of postage!
Got a complaint?
Our aim is for all of our customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again.
If your complaint is in relation to a visit to a store the best thing to do is speak to the Store Manager whilst you’re in store; so that they can resolve any problems immediately.
For any other complaints we advise that you contact our Customer Service Centre where our crew will be happy to assist you immediately and resolve any problems you may have experienced.
We aim to resolve all complaints within 10 working days unless there are extenuating circumstances.
- Talk to us about the complaint, by whichever method you wish.
- We will investigate the complaint; this will typically be done by the crew who the complaint was originally made to. If they are not available, it will be handled by another member of the Customer Service Centre crew.
- The complaints handler will contact you to discuss our findings and offer a resolution.
- Once a resolution is agreed your complaint will be closed and we will email you with a summary.
- If at this stage you are unhappy with the action that has been taken please contact us again and we will arrange for a review of the decision that has been made.
- We will contact you within 5 working days with our final position and explaining our reasons for this - this is the company’s formal stance on this issue and cannot be changed.
- In the unlikely event that our customer service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR (previously ‘The Retail Ombudsman’), which is a certified Alternative Dispute Resolution provider. We are a member of RetailADR and follow their Scheme Rules, which means that we will be bound by their decision.
You may contact RetailADR:
- In writing at RetailADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW;
- By email at firstname.lastname@example.org;
- By web at ; or
- By phone on +44 (0)20 3540 8063.
If your complaint is regarding an Online Order, the EU Online Dispute Resolution platform is available at . Please note that complaints submitted to the EU platform will be directed to RetailADR.
沙巴体育开户If you have any questions about our complaints procedure, please contact the Customer Service Centre.
If after following our complaints procedure you feel that we’ve not resolved your complaint, then you can .
The items I bought recently have been reduced – can I get the sale price?
For any purchases made online, if we reduce your items within 24 hours of ordering, please email email@example.com when you receive your delivery and we'll refund the difference back to you, no problem at all.
If you've purchased in-store, please pop in and speak to our crew in store who can help you to return the goods and re-purchase a new item at sale price. Please ensure the tags are still attached if you'd like to do this!
With the exception of certain accessories, the majority of our kidswear is exempt from VAT. This is reflected in the price of our products, so you will not be charged VAT on qualifying products, and do not need to claim it back.
If an order consists solely of qualifying products, VAT can be claimed back on delivery charges by emailing the Customer Services team (once you have received your dispatch confirmation).
Orders shipped to the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current rate.
Can I get a VAT invoice?
If you require a VAT invoice, please email firstname.lastname@example.org沙巴体育开户. Please specify whether you require an email or paper copy of this information – either way, it'll be with you in just a few days.