Frequently Asked Questions

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. Creating an account will enable you to track your orders, save your payment details and will speed things up the next time you order.

If you prefer not to create an account, you can select to "checkout without registering". You will still need to enter your name, address, email and payment information but these won't be stored. Please note, you will be unable to track your order if you select this option.

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.

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.

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 or phone (0870 6000 090) 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.

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 online. You can also pay by Gift Certificate but we can't accept Fat Cash or Gift Cards online.

You can redeem a discount at the checkout process by entering the promotional code (or ‘Quote Ref') in the box provided. Only one promotional code can be used per order.

Voucher codes are set to expire after a certain time, so it might be that you're using an outdated code.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 a single use and are case sensitive. They also cannot be used during Sale Periods, and you can't use more than one on a single order.

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.

We can't add to orders, but if you call the crew on 0870 6000 090 within a few hours of your original order, they'll put through another one without the postage charge for you. Please note that they will need your card details.

Unfortunately, we're not able to spit a single order. A quick fix for this is to give the crew a call on 0870 6000 090 – they can place a new order for you without charging extra delivery.

Unfortunately our website does not currently allow you to change or cancel anything yourself – give us a call as soon as you can on 0870 6000 090 and we'll do our best to help you. You are advised not to email your request, as we only have a limited amount of time to alter orders and we may not reach your request in time this way.

We allow our customers to pre-order or kit before it arrives in the warehouse. You may have noticed the little orange box on the size chart next to your item – this indicates an estimate of how many weeks wait until we receive the delivery and send your kit on to you. The term ‘Backorder' is used to highlight this to you on our correspondence.

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 call the crew on 0870 6000 090 and they'll be able to give you a bit more information.

We're always more than happy to place orders over the phone for you – just call the crew on 0870 6000 090. We'll be in the office between:

8.30 to 6.00 Monday to Friday
9.00 to 5.00 Saturday
10.00 to 4.00 Sunday and most Bank Holidays

Please note that from time to time we may close the lines for training purposes and during the first day of the online End of Season sale.

Goods are not allocated to you until order confirmation is sent to you – adding items to your shopping basket does not reserve them.

Gift Cards cannot be purchased or redeemed online – just in store. You can find your nearest store by clicking here. Our Gift Certificates are an online only alternative to Gift Cards, which you can purchase by clicking here.

Gift Certificates purchased online, can not be used in store or over the phone – just online. Our Gift Cards are the in-store alternative. You can find your nearest store by clicking here.

If you can't see the item you're looking for online this means it is out of stock. Your local store may still have the item, so it's worth getting in touch. The Store Locator here can help you find the contact details. Sadly, our stores are not able to deliver directly to you or transfer items from store to store.

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.

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.

This means the details you've given us do not match the details your bank have for you – please ensure your billing address matches your statement address exactly. Rather than attempt multiple transactions online, it's best to call the crew who can place your order over the phone.

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.

Once you process your order, you will receive an email with an order number. If you do not receive this email confirmation, your order has not been successful.

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 beyond out control.

Next Day Delivery is £6.95, and Standard is £3.95. Overseas Delivery is £10.00 per parcel.

Delivery to store is free.

For UK, CI and IOM you can expect your new kit within 3 to 7 working days of despatch. During sale and busy periods, we do advise 7 to 10 working days to give the team a little it of time to catch up.

Overseas delivery (including BFPO addresses) can take up to 15 working days from despatch.

In the case of Next Day Delivery, orders should be placed before the cut-off time of 15:00 pm, and will be delivered the next working day. Please note that Weekends and Bank Holidays are not working days, so, for example:

Orders placed at 15.01pm on Thursday will be despatched on Friday and delivered on Monday.

Orders placed at 14.45pm on Thursday will arrive on Friday.

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 call the crew on 0870 6000 090 or email customerservices@fatface.com

This depends on which postage option you go for – if you use the express delivery, charged at £8.50, the crew should be able to find you a tracking number – just call 0870 6000 090 or email customerservices@fatface.com to request it. Unfortunately we can't track orders placed under a standard £3.95 delivery.

We use Royal Mail for both UK delivery options, unless stated otherwise at peak times. The Standard option takes around 3 to 7 working days, but it can't be tracked through the system. If you select our Next Day option before 3 pm the parcel will be despatched on the same day, for delivery the next working day. For further details and examples of delivery times, please read the above section 'When will my new Fat Face kit show up?'.

Overseas deliveries leave via Royal Mail and are then passed over to your local postal service.

Please be assured that, whilst the delivery charge is printed on each invoice we send, you will only ever be charged postage once for your complete order. You can check this on your account at www.fatface.com or with internet banking.

If your order left us via an Express or Overseas delivery option, please contact the crew via email or on 0870 6000 090. They should be able to locate the tracking number for your parcel.

If your order left us under the Standard Service and has not been delivered within 3 to 7 working days (or 7 to 10 working days at peak times such as Sale and Christmas) we must allow 14 working days from despatch for delivery. Please get in touch with the crew to confirm this date.

Please note you have 14 days from receipt to return items to us.
You can return your unwanted goods to any store in the UK (click here to find the store nearest to you), or back to us at the following address:

Fat Face Returns
Unit One, Ridgway
Havant
Hampshire
PO9 2UA

Please keep hold of your proof of postage!

Sorry, during sale times our returns are not free. We are also unable to offer free returns to overseas customers.

If you choose to return to a store, please take your delivery note with you as this acts as your proof of purchase. Goods will be refunded back to the card you originally paid with, so please have this with you when you pop in to see the crew.

Orders paid for using Paypal can only be refunded if they are posted back to us. If you would like an exchange or a credit note out store crew will be more than happy to help.

If you've used your freepost label, the returns take around 2 weeks to be received and processed. The longest they should take is 21 days, so if you haven't heard from us within that time, please let the crew have a copy of your proof of postage and they'll look after everything for you.

If you live within the EU and you've returned your whole order within 7 days of receipt we will refund the full amount, including delivery costs.

Not to worry – just let the crew know at customerservices@fatface.com and they'll send you your order number and all the details you'll need.

We're currently working on an improved exchange process but at the moment, we're not able to re-send items without payment. This means that we first have to refund the original order and then charge a brand new one.

We'll put your exchange order on the system and give you a call to get your card details as we do not store this information.

If we reduce your items within 24 hours of ordering or despatch, please contact the crew via email when you receive your delivery and we'll refund the difference back to you, no problem at all. If you've purchased in-store, they should be able to advise 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!

Just click here, fill out the form and we'll do the rest! Please note that you will be sent the next catalogue we produce.

Delivery charges on Kidswear are exempt from VAT.

Unfortunately our site is not equipped to deduct VAT automatically. We always advise that you call our crew on 0870 6000 090 – 0044 2392 441234 and place your order over the phone. This means you won't get charged in the first place. Alternatively, when you receive your despatch confirmation, we'll refund the amount back to you.

Orders shipped to the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current rate.

If you require a VAT invoice, please email customerservices@fatface.com or call the crew on 0870 6000 090 with your order number to hand. 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.

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.

As long as the tags are still attached and the kit is current season, you're very welcome to return the item to us at the address below:

Returns Crew
Fat Face Ltd
Unit One, Ridgway
Havant, Hampshire
PO9 1QJ

Please note that we will only be able to offer a Gift Card or Exchange for a Gift Return.

Please return items purchased in independent stockists to those stores. Unfortunately we are not able to accept the kit back here.