Fatface Express Delivery
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You will receive your tracking number with an estimated delivery window, followed by a confirmed delivery window, usually within a few days. Delivery windows can vary, but are usually 2hrs. You can track your order at any time using Royal Mail Track and Trace for Standard deliveries or download the Royal Mail app on your device to manage your delivery.
Free on ALL orders over 125 or 5.95 otherwise. UK mainland orders only. Delivery usually between 1-2 working days for orders placed before 5pm Monday - Friday and before 1pm Saturday - Sunday. Please note that our express delivery option may be unavailable during promotional periods.
Orders eligible for express delivery* are shipped via Royal Mail. You will receive your tracking number with an estimated delivery window, followed by a confirmed delivery window, usually within a few days. Delivery windows can vary, but are usually 2hrs. You can track your order at any time using Royal Mail Track and Trace for Express deliveries or download the Royal Mail app on your device to manage your delivery.
*We regret we cannot send express delivery to Northern Ireland, Jersey, the Hebrides, Orkney, Isle of Man, Isle of Wight, Felixstowe, Aberdeen, Northern Highlands, Republic of Ireland, Argyll, Glasgow, Dundee, Guernsey, Shetland Islands, Isle of Scilly and Cornwall.
Free on ALL orders over 125 or 5.95 otherwise. UK mainland orders only. Delivery usually between 1-2 working days for orders placed before 5pm.* Please note that our express delivery option may be unavailable during promotional periods.
Whilst you will be kept informed of your delivery window, we do know that sometimes you might just miss it! If this does happen, you will be informed by email and may also receive a calling card. You will be able to arrange a redelivery via email or by following instructions on your calling card.
Royal Mail will never ask for payment for a redelivery. If you receive a text message that you are unsure or suspicious of, we advise to not click on any links.You can also report potential scams to Royal Mail.
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.You won't be able to track your order if you select this option though.
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.
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 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.
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 Experience 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.
Unfortunately we cannot take orders over the phone.However, if you need help placing an order online, you can ring our friendly team on +44 (0)330 124 0000 Mon-Fri 9am-4pm, who will be more than happy to talk you through placing your order.You can also visit your nearest store and they can place an order for you.
We are currently accepting One 4 All cards instore only. Please retain your card after making your purchase, as should you wish to return any items bought using a One 4 All card, we will use this payment method to refund you.
We do not accept Love2Shop cards, but you can exchange them for a FatFace e-gift card by visiting www.love2shopdigital.co.uk. The FatFace e-gift card can then be used in our UK stores and on our website.
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 Experience Team a call on 0330 124 0000, 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 spelled your email address correctly - it's also worth checking your junk mail. If you've checked and you're still unsure, please email our Customer Experience Team who will be happy to look into this for you. You can also give one of our friendly crew a call on +44 (0)330 124 0000, Monday to Friday 9am - 4pm and we will be happy to assist you.
Our size guide can be found here, or on any product page. This is only a guide as every product is cut differently. If you're at all worried, just email our Customer Experience Team, who will be able to give you a bit more information.
Yes we do! To help you look after your most treasured FatFace items, we have teamed up with Clothes Doctor for our Repair and Relove service.Clothes Doctor are a UK based business, who are dedicated to bringing back the tradition of caring for the clothes we love and making them last as long as possible.
This repair service is accessible in-store or online:
In-store: simply speak to our friendly crew, who can advise how to set up your repair via our QR code.
Online: visit our Clothes Doctor page. You can then complete the details of your repair and get a quote within 48hrs.
Yes we do! To help you get the perfect fit on your new FatFace item or bring an older favourite back to life, we have teamed up with Clothes Doctor to offer alterations with our Repair and Relove service.
To find out more information:
In-store: simply speak to our friendly crew, who can advise how to set up your alteration via our QR code.
Online: visit our Clothes Doctor page. You can then complete the details of your alteration and get a quote within 48hrs.
This season we have designed a selection of products that for the majority of their lifecycle are available online only. However, it is possible that from time to time they may find their way to stores through refunds or clearance.
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).
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, along with your payment card, and we will refund to the payment method you originally paid with. Find your nearest store here.
We have made the decision to move to a 28 day returns policy for full priced items to support our new operational processes. Our sale returns policy will remain 15 days and we will continue to extend the policy as we approach Christmas, as we have done for the last few years.
If you made a purchase on or before May 31st, then the previous policy of 30 days for full priced items and 15 days for sale will continue to apply to your purchase. If you make an exchange for an item (in store only) from June 1st onwards, then the new policy will apply to the newly purchased item(s).
If you have returned your full order within 28 days of receipt, we will refund the full amount, including delivery costs. Please note, delivery costs are refunded additionally and will show as a separate refund.
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.
For any purchases made online, if we reduce your items within 24 hours of ordering, please email customer...@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!
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.
You enter your discount code at checkout in a specialised box. The company may not accept discount codes during Fat Face sales for clothing, bags, jeans, and socks, but applicable Fat Face vouchers can save you money on items like a Fat Face cardigan.
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