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 Experience Team a call on 1-800-585-0178 or drop us an email at uscustomerservices@fatface.com.

Shipping Information

Standard Tracked Shipping

Your order will be shipped via our fully tracked OCS Service, and delivered by your local courier.

US shipping within 5-7 working days. Free on ALL orders over $100, or $10 otherwise. Delivered by USPS.

Canada shipping within 7-10 working days. Free on ALL orders over $100, or $10 otherwise. Delivered by Canada Post.

You will be emailed by OCS with a link to track the progress of your parcel, usually within a few days of placing your order. Please use this link to manage your delivery. Please note during promotional periods orders may take an additional 2 working days to arrive.​

*All prices are in USD.

Yes we do! We are excited to offer shipping to Canada, through our US site. Simply complete checkout as you would do normally, using your Canadian billing and delivery address details. Shipping will take 7-10 days and don’t worry about duty payments - we will take care of this for you!​

Please note that the payment will complete in USD and may incur associated transaction fees and taxes. You can find more shipping information on our shipping page.

Parcels travelling from our UK warehouse are subject to import regulations, which sometimes incurs a cost when entering another country. But don't worry, we've got you covered! At FatFace our systems will automatically pay all Custom Fees for you, so you can keep treating you and your loved ones to some FatFace goodies knowing you won't experience any additional fees along the way.

We’ll send you a confirmation email when you place your order, and another one when it’s been dispatched. You will also receive tracking information from OCS via email, so you can keep track of the progress of your parcel.

Once you have received your tracking number from OCS, you can track and manage your parcel either with OCS or using the local postal services; USPS in US or Canada Post in Canada.

You can also check the status of your order on our website – head to our Order Tracking page and scroll down to enter your order number and email address in the required fields.

If you don't receive your confirmation email within 4 working days, please get in touch with our crew at uscustomerservices@fatface.com and we’ll look into it for you.

Once you have received your tracking number from OCS, you can track and manage your parcel either with OCS or using the local postal services; USPS in US or Canada Post in Canada.

You can also check the status of your order on our website – head to our Order Tracking page and scroll down to the view orders section.

We use OCS for shipping and they partner with local postal services; USPS in US and Canada Post in Canada.​

US customers; please allow up to 5-7 days for your parcel to arrive.

Canadian customers; please allow up to 7-10 days for your parcel to arrive.​

During promotional periods shipping may take an additional 2 working days.​

Once you have received your tracking number from OCS, you can track and manage your parcel either with OCS or using the local postal services; USPS in US or Canada Post in Canada.

You can also check the status of your order on our website – head to our Order Tracking page and scroll down to enter your order number and email address in the required fields.

If you still need help, then please email our crew at uscustomerservices@fatface.com or call us on 1-800 585 0178. Phone lines are open 6am - 11am Monday - Friday. All opening times are in EST. Calls may be recorded and monitored.

Your Account

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.

Placing an Order

We can accept the following cards and payment methods online:

Sadly, we’re not able to accept Visa Electron, Solo or Laser.

Canadian customers; please note that the payment will complete in USD and may incur associated transaction fees and taxes.​

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.

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. Make sure you are entering into the ‘Add a Promotion code’ box and not the 'E-Voucher' section. 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.

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.

Unfortunately, we can’t add to orders, but if you place another order within a few hours of your original order, then email our Customer Experience Team, they will be happy to refund you one of the shipping charges once you receive your order. Please note that they will need your payment details.

Unfortunately, we’re not able to split a single order. If you need to split an order, please place more than one order. Once your orders have arrived, email our Customer Experience Team and they will be happy to refund you, so you only pay one shipping charge.

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.

Payment is taken at the point of ordering. If for any reason your item is not dispatched we will ensure you are refunded within 3-5 working days.

Unfortunately we cannot take orders over the phone. However, if you need help placing an order online, you can ring our friendly team on 1-800-585-0178, Monday - Friday 6am - 11am EST, who will be more than happy to talk you through placing your order.

Please note that from time to time we may close the lines for training purposes.

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

We’re really sorry – gift cards are not available to buy or use online currently.

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 of 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.

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 1-800 585 0178, Monday - Wednesday 6am - 3pm EST, Thursday - Friday 6am - 12pm EST and we will be happy to assist you.

Orders: As we ship from Fat Base here in the UK, from 1st January 2021, orders from all EU countries that have an order value over €150 will be subject to import duty. FatFace covers all import taxes and duties on our customers behalf. In the extremely rare event that the charges are passed on, please call us on +44 0330 124 000 to allow us to be able to reimburse you. For this, we will need your card details and you can expect your funds reimbursed in 3 -5 working days. For countries outside of the European 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.

Returns: From 1st January 2021, returns from EU countries are subject to UK VAT (20%) for goods valued at £22 or more. In addition, our EU customers will now be required to complete customs declarations to import the goods to the UK. In addition, import duty may be payable on goods valued over £135. However, FatFace will pay all import taxes and duties on your behalf. Please email us your proof of payment of duty and VAT, along with your phone number so we can arrange your refund. Once we have processed your refund, you can expect your funds reimbursed in 3 -5 working days.

Product Information

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.

To keep your leather and suede looking as good as new and lasting longer, 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.

To keep your wool items looking great and extend their lifespan, we suggest following these steps; always check the care label instructions, use a mild non-bio detergent and avoid fabric softener, fold away (rather than hang) and if you do get pilling or bobbling you can shave this with a lint shaver or de-bobbler.

One way to extend the lifespan of your products is to care for them properly. Here are a few hints and tips;

  • Wash items inside out (especially denim).
  • Wash at 30°C and less frequently.
  • Do use non-bio or eco-friendly detergents and don’t use fabric softener.
  • Store denim in the freezer instead of washing (yes, really!).​
  • Skip the tumble dryer and air-dry clothing.
  • Make sure buttons are fastened, zips are up, hook and eyes on bras are done up and put these into a laundry bag to avoid snagging.
  • Store spare buttons in a jar in case you need to replace one and mend your own where possible.

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 are part of PETA’s list of retailers that have committed to keep feather or down out of our collections. Since summer 2017, we have not used down or feathers in any of our products.

Find out all you need to know on our animal welfare page.

We love hearing what you think, we request feedback on our products via email after every online purchase. You can also leave us a review on TrustPilot. We are committed to reviewing all customer feedback and using this to improve our service and product ranges.

You can find this on each product page, just expand the ‘details’ section on the relevant item. This information is also included on the inner label of our fabric items and on the packaging of our boxed products.

You’ll see green bottle swing tags highlighting recycled materials on many of our products.

We are proud to tell you that the polyester & nylon in these products are made of recycled materials.

Plastic bottles? Yes, but it’s not just bottles in there; it includes other waste derived from post-consumer waste and plastic waste that we generate every day - from yoghurt pots to plastic bags that would otherwise have been destined for landfill or worse.

We’ll keep re-using those old plastics and giving them a new life.

The affected products are:

Code Description Color
975609 DARTMOUTH JACKET KHAKI
975608 DARTMOUTH GILET NAVY
975610 PAIGNTON GILET DARK GREY
975612 M65 WATERPROOF JACKET KHAKI
975611 RIGDEN PUFFER JACKET NAVY
975614 HAYLE QUILTED JACKET NAVY
975610 PAIGNTON GILET BROWN
975615 FAIRFIELD COLOR BLOCK GILET KHAKI
975617 DARTMOUTH CHEST STRIPE JACKET YELLOW
975612 M65 WATERPROOF JACKET YELLOW
975620 CHARLTON QUILTED JACKET YELLOW
975628 DARTMOUTH HOODED JACKET NAVY
975609 DARTMOUTH JACKET BLACK
975609 DARTMOUTH JACKET BURGUNDY
975629 DARTMOUTH CHEST STRIPE GILET ORANGE
975608 DARTMOUTH GILET COBALT BLUE
975627 LAUNTON LONG PUFFER BLACK
975623 HAYLE QUILTED GILET NAVY
975612 M65 WATERPROOF JACKET BLACK

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.

In order to purchase legitimate FatFace product, ensure you are buying from one of the following:

  • At one of our stores
  • Online at us.fatface.com
  • Via one of our authorized retailers in the US: Belk, Macy’s, Von Maur, Verishop.

If you see FatFace product for sale outside of the approved channels that you believe not to be genuine, please help by e-mailing brand.protection@fatface.com who can investigate further.

FatFace only guarantees products purchased from the approved channels above; products purchased elsewhere (such as from eBay) cannot be guaranteed or returned to us.

We do not have an outlet website, we only have one website which is us.fatface.com. You can find all of our ranges here, including our discounted and sale products.

Refunds and Exchanges

You can return your unwanted items, for free, within 28 days of receipt for full price items or 15 days for Sale items, unused and in their original condition.

All you need to do is complete the returns section on your dispatch note detailing the quantity and reason code for each item.

Returns Policy

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).

Returns to store (US only)

You can return items to any of our stores across the US. Just bring 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.

Unfortunately, all orders placed online with PayPal must be returned by mail. We are unable to accept these returns in store.

Find your nearest store.

Returns by mail (US only)

We want to make your return as easy as possible, that’s why you can now return using our FREE returns label included within your parcel.

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.

US customers can either send via USPS or schedule a pick up.

Returns by mail (Canada only)

We want to make your return as easy as possible, that’s why we offer FREE returns on all orders, simply click here to generate your FREE Canada Post Label.

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 5-7 days for the refund to show in your account.

You can return your unwanted items to store within 28 days of receipt for full price items or 15 days for Sale items, unused and in their original condition. Just bring your receipt with you as proof of purchase, and we will refund to the payment method you originally paid with.

Returns Policy

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).

Find your nearest store.

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).

We take pride in offering our customers great quality items that are Made for Life.​

If you detect an issue or fault with your item, then please do get in touch with our Customer Experience Team at uscustomerservices@fatface.com or 1-800-585-0178, with photos to illustrate the issue and they will be more than happy to help.​

Refunds will be processed within 14 days of us receiving your return. If you haven’t heard from us within that time, please email our crew at uscustomerservices@fatface.com with a copy of your proof of postage and they’ll look after everything for you.

Don’t worry if you haven’t got your invoice to include in your return – just make a note of your order number, name and address, and reason for returning. You can find your order number on the order confirmation or dispatch email.

Then just pop it inside the parcel and we’ll sort out the rest.

We’re sorry, but we can’t process exchanges via mail, so we've refunded your order for you. If you’d like a different size or color, please place a new order.

Please email our crew at uscustomerservices@fatface.com if you have any questions.

Gifts - Wrapping & Returns

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! 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, as outlined in the returns section.

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

Please keep hold of your proof of postage!

Miscellaneous

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 Experience Team where our crew will be happy to assist you immediately and resolve any problems you may have experienced.

We aim to resolve all complaints within 7 working days unless there are extenuating circumstances.

For any purchases made online, if we reduce your items within 24 hours of ordering, please email uscustomerservices@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!