Help Centre

We're here to help

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 give our Customer Service guys a call on 0330 124 0000 or drop us an email at customerservices@fatface.co.uk

Spend & Save

When and how will I receive my voucher?

We will email you on the 15th May 2018 with your qualifying Spend and Save voucher. You will then be able to redeem this on our website.

What are the purchasing dates?

Our Spend and Save promotion will run from 27/03/18– 08/04/18. Every £75 spent in a single transaction during this period will qualify for a free £20 voucher to spend online.

How can I redeem my voucher?

To redeem your voucher; 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. The qualifying discount will then be applied to your purchase.

What are the redemption dates?

You can spend your voucher at fatface.com at any time between 16/05/18 – 03/06/18. Don’t worry if nothing takes your fancy straight away — you have the entire period to spend your voucher!

What value of vouchers will I receive?

You will receive a £20 voucher for every £75 spent in a single transaction. So for example, if you spend £150 in a single transaction, you will receive a £40 voucher. If you spend £225, you will receive a £60 voucher.

Can I use the voucher in store?

If you make your qualifying purchase on our website then your voucher can only be used online. We cannot accept the voucher in store. This is because our store and online promotions are separate and cannot be used in conjunction with one another.

I have a separate discount code, can I use this at the same time?

We’re really sorry, you cannot use any discount code with your spend and save voucher.

What can I spend my voucher on?

You can spend your voucher on anything you like, as long as it’s a full price item. However, it must be at least 1p more than the voucher’s value and can only used in one single transaction.

I’m planning to buy a gift card online, is this included?

Unfortunately gift card purchases are not included in the offer online or in store and will not count towards your final spend and save transaction

What about postage?

We’re really sorry but postage costs cannot be paid for using your voucher. However you can get your order delivered to any store for free!

Your Account

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

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 or phone (0330 124 0000) 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:

Verified by Visa, Mastercard SecureCode, Visa, Mastercard, Maestro, Delta, American Express

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?

We can't add to orders, but if you call the crew on 0330 124 0000 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.

Can I split my order across multiple delivery addresses?

Unfortunately, we're not able to split a single order. A quick fix for this is to give the crew a call on 0330 124 0000 – they can place a new order for you without charging extra delivery.

Can I cancel/change my order online?

Unfortunately our website does not currently allow you to change or cancel anything yourself – give us a call as soon as you can on 0330 124 0000 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.

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.

What does 'Backorder' mean?

If there's something on the website you really love but the stock isn't due for a few more weeks, you can pre-order it before it arrives in our warehouse. Once you've selected a colour and size, you'll see the expected delivery date displayed above the "add to bag" button. You may find that an item is on Backorder, which means that the product has been delayed. If this is the case, you'll see the message "Order now, available from dd/mm/yyy".

Can I order over the phone?

We're always more than happy to place orders over the phone for you – just call the crew on 0330 124 0000. 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 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.

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 buy Gift Cards online here or in store. Gift Cards can now also 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. You can also place your order through our Customer Services Team by phone on 0330 124 0000.

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?

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. Rather than attempt multiple transactions online, it's best to give our Customer Service Centre a call on 0330 124 0000, who will be happy to place your order over the phone.

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?

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, give our Customer Service Centre a call on 0330 124 0000

Will I be charged Customs and Import duties?

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.

Product Information

Where can I find the size guide?

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 0330 124 0000 and they'll be able to give you a bit more information.

Is the down and feather in FatFace products responsibly sourced?

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?

Please click here to find out all you need to know.

Delivery Information

What are your delivery charges?

Delivery to store is free
Standard Delivery is £2.95
Next Day Delivery is £5.95 (Not available during Sale)
International Delivery is £10.00

When will my new FatFace order show up?

UK STANDARD DELIVERY

Free on ALL orders over £60 or £2.95 otherwise. Delivery usually within 2-4 working days.

During sale delivery will take 5-7 working days

DELIVER TO STORE

Free Delivery to Store on ALL orders. Delivery within 4-6 working days. We will email you when ready to collect.

During sale delivery will take 5-7 working days

UK NEXT DAY DELIVERY

£4.95 on all orders. Delivery is next day, 7 days a week. UK mainland orders only, placed before 5pm Mon-Fri and before 2pm Sat & Sun.*

* We regret we cannot send next day to Northern Ireland, Jersey, the Hebrides, Orkney, Isle of Man, Isle of Wight, Aberdeen, Northern Highlands, Republic of Ireland, Argyll, Glasgow, Dundee, Guernsey, Shetland Islands and Isle of Scilly.
Excludes bank holidays

INTERNATIONAL DELIVERY

£10, wherever you are in the world! Delivery is usually within 5-12 working days.

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 call the crew on 0330 124 0000 or email customerservices@fatface.com

Can I track my order?

This depends on which postage option you go for – if you use the Next Day Delivery, charged at £5.95, the crew should be able to find you a tracking number – just call 0330 124 0000 or email customerservices@fatface.com to request it. Unfortunately we can't track orders placed under a standard £2.95 delivery.

Which couriers do you use?

We use Royal Mail for Standard UK delivery, unless stated otherwise at peak times. The Standard option takes around 2-4 working days, but it can't be tracked through the system. If you select our Next Day option before 5pm the parcel will be despatched on the same day via DPD, for delivery the next day. Overseas deliveries leave via Royal Mail and are then passed over to your local postal service.

Why have I been charged delivery for my back order?

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.

It's outside the expected delivery time – what should I do?

If your order left us via an Express please contact the crew via email or on 0330 124 0000. 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 2-4 working days (or 6 to 8 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.

Refunds and Exchanges

How do I return unwanted items?

We want you to love everything about your new FatFace clothing! However, if you are not delighted with your purchases it’s not a problem, we are happy for you to return them to us with your returns form within 30 days from receipt for full price items and 15 days for items bought during Sale.

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 2, Dunsbury Park, Fitzwygram Way
Havant
Hampshire
PO9 4EE

Please keep hold of your proof of postage!

Please note that 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 will receive a full refund back to the account used. Simply send your unwanted items back to us or take them into any FatFace store with the returns form enclosed and the original card used to place your order.

I have returned my order – will you refund my delivery?

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 customerservices@fatface.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?

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 within 30 days from receipt for full price items and 15 days for items bought during Sale.

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 2, Dunsbury Park, Fitzwygram Way
Havant
Hampshire
PO9 4EE

Please keep hold of your proof of postage!

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

Miscellaneous

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 on 0330 124 0000 where our Customer Service 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.

Complaints Procedure

  1. Talk to us about the complaint, by whichever method you wish.
  2. 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.
  3. The complaints handler will contact you to discuss our findings and offer a resolution.
  4. Once a resolution is agreed your complaint will be closed and we will email you with a summary.
  5. 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.
  6. 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.
  7. 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 enquiries@cdrl.org.uk;
  • By web at www.retailadr.org.uk; 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 https://ec.europa.eu/consumers/odr/main/?event=main.home.show. Please note that complaints submitted to the EU platform will be directed to RetailADR.

If you have any questions about our complaints procedure, please contact the Customer Service Centre on 0330 124 0000.

If after following our complaints procedure you feel that we’ve not resolved your complaint, then you can use the Online Dispute Resolution service by following this link.

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 customerservices@fatface.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!

VAT

Kidswear

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 0330 124 0000 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.

Europe

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 customerservices@fatface.com or call the crew on 0330 124 0000 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.