Unfortunately, we're not able to split a single order. A quick fix for this is to give the crew a call on — 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 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. Payments made through PayPal are usually taken from your account instantly. 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. We're always more than happy to place orders over the phone for you — just call the crew on We'll be in the office between:. 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.
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You can buy Gift Cards online here or in store. Gift Cards can now also be redeemed on our website. You can also place your order through our Customer Service Centre by phone on Scratch this foil off to reveal the pin. 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 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 , who will be happy to 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 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 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. 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 and they'll be able to give you a bit more information. 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.
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.
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And if you can, stuff newspaper inside to absorb the moisture. Please click here to find out all you need to know. Simply return your unwanted item within 30 days of receipt full price or 15 days for Sale items, unused and in its original condition. 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. 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:. Please take your dispatch note or order confirmation with you as proof of purchase. Find your nearest store here. Click here to generate your unique trackable returns label. Note you will need your order number and email address.
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Option 1: Download your generated label and print at home. Take the parcel to the Post Office and retain proof of posting. Retain proof of posting Note you will need your order number and email address. 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. Not to worry — just let the crew know at customerservices fatface.
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. 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. We want you to love everything about your new FatFace clothing! 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:.
Our aim is for all of our customers to love everything we do.
Ways to Help
For any other complaints we advise that you contact our Customer Service Centre on 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. If you have any questions about our complaints procedure, please contact the Customer Service Centre on For any purchases made online, if we reduce your items within 24 hours of ordering, please email customerservices fatface.
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!
Unfortunately our site is not equipped to deduct VAT automatically. We always advise that you call our crew on 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.
If you require a VAT invoice, please email customerservices fatface. 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. Saved Items. Shopping bag. We're here to help. Frequently Asked Questions Need some help with your order or got a burning question that you need answered pronto?
Delivery is usually within working days. Has my order been dispatched yet? Can I track my order? Which couriers do you use? International orders are shipped via Royal Mail. Local import duties may be payable on receipt. Why have I been charged delivery for my back order? It's outside the expected delivery time — what should I do?
Do I need to set up an account with you? How do I change and check my account details?