Returns & Refund Information
We hope you’re happy with your FatFace items, however if you aren’t, we offer free and easy returns from anywhere in the UK!
Returns Policy
You can return your unwanted items via post or to store within 30 days of receipt for full price items or 15 days for Sale items, unused and in their original condition.
Unfortunately, all orders placed online with PayPal or Klarna must be returned by post. We are unable to accept these returns in store.
If you’re buying a gift in store, don’t forget to ask for a gift receipt! Please note that items accompanied by a gift receipt entitle the bearer to an exchange or gift card only.
Due to health and hygiene reasons, we are unable to accept returned face coverings, underwear (unless it is in its original condition and packaging) or earrings (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).
Via Post
We want to make your return as easy as possible, that’s why you can now return using InPost or Royal Mail. Please include your order number in your parcel and complete the returns section on your dispatch note detailing the quantity and reason code for each item.
Refunds will be processed within 14 days of us receiving your return, and we’ll send you an email to confirm it’s all gone through. Please allow 3-5 days for the refund to show in your account.
Returning by InPost
RETURN IN SECONDS WITH 24/7 INPOST LOCKERS
There’s no printing or label required, and you can avoid the usual queues. Scan. Drop. Done.
Please note you will need your email address and order number to generate your QR code for your return. Find your local locker.
How it works:
- Visit the InPost returns portal to generate a QR code and package up your items - there’s no need to attach anything to the outside of your parcel.
- At the locker, scan the QR code from your phone and select your parcel size.
- Put your parcel inside and shut the door. When your return is collected from the locker, a label will be applied for you by the courier.
PLEASE NOTE: all items from the same order should be returned in one parcel. Maximum parcel size: 41cm x 38cm x 64cm.
For more information on how to return with InPost, please check their FAQs.
Returning by Royal Mail
Generate your unique trackable Royal Mail returns label.
Please 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.
- Option 3: Arrange a free collection with Royal Mail. Have your returns label handy when making your booking.
We recommend downloading the Royal Mail app to get the best experience in managing your return.
To any FatFace store
You can return items to any of our stores across the UK and Ireland.
Please take your dispatch note or order confirmation with you as proof of purchase, along with your payment card, and we will refund to the payment method you originally paid with. If you have paid by card, we will refund the card you paid with.Unfortunately, all orders placed online with PayPal or Klarna must be returned by post. We are unable to accept these returns in store.
Exchange Policy
Unfortunately, we are unable to process any exchanges via the post.
We would ask that that you re-order the item you need and send the unwanted item back to us for a full refund. Returns are free and you will have a prepaid label enclosed on your invoice. Alternatively please follow the process outlined above to send your items back.
If you had any discounts on the order, just email us once your new order has arrived, along with the order number and we can ensure that this is refunded.
Delivery and Returns Legal Statement
Please Read Carefully
Under the United Kingdom's Consumer Contracts Regulations you have the right to cancel your order. To do so you must inform us in writing within 14 days from the day after receipt of your order to our Customer Services Department, either by post or email.
Returning any item within 30 days will also be taken as notice of cancellation of your order (or part of your order).
Please quote your order number on all correspondence.
Goods are provided to you on approval and legal title to the goods will not pass to you until the 14 days post-delivery period has expired. On receipt of the goods, FatFace will give you a full refund of the amount paid or an exchange/credit as required.
If you return goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold. The contract in respect of sale of goods between FatFace and you requires that you return the goods to FatFace on cancellation. This does not affect your statutory rights.