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 drop us an email at uscustomerservices@fatface.com.
Shipping Information
What shipping services do you offer?
Has my order been dispatched yet?
We’ll send you a confirmation email when you place your order, and another one when it’s been dispatched. You’ll also receive tracking information from DHL either by email or SMS, so you can keep an eye on it.
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 have received a tracking number from DHL you can check the progress of your shipment on DHL’s track and trace page.
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..
Can I track my order?
Yes! You can track your order using DHL track and trace. Just use the tracking number in your email or SMS from DHL.
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.
Which couriers do you use?
We mostly use DHL for US shipping. The order will be tracked so you can see exactly when your purchases will be with you.
It's outside the expected delivery time – what should I do?
Please allow 5 days for your parcel to arrive.
You can track your order using DHL track and trace. Just use the tracking number in your email or SMS from DHL.
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 9am-12pm Monday to Friday. All opening times are in EST. Calls may be recorded and monitored.
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. 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 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 and payment methods online:
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. Make sure you are entering into the ‘Add a Promotion code’ box and not the gift card 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.
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?
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 Service team, they will be happy to refund you one of the postage charges once you receive your order. Please note that they will need your payment details.
Can I split my order across multiple delivery addresses?
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 Service team and they will be happy to refund you, so you only pay one delivery charge.
Can I cancel/change my order online?
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 Service 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.
When will I be charged for my order?
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.
Can I order over the phone?
Yes of course - just give one of our friendly team a call on 1-800-585-0178, Monday to Friday 9am - 12pm, and we will be happy to assist you.
Please note that from time to time we may close the lines for training purposes.
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?
We’re really sorry – gift cards are not available to buy or use online currently.
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 of 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 'zip code 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.
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 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 Service Centre who will be happy to look into this for you. You can also give one of our friendly team a call on 1-800 585 0178, Monday to Friday 9am - 12pm EST and we will be happy to assist you.
Will I be charged Customs and Import duties?
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
Where can I find the size guide?
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 Service team, who will be able to give you a bit more information.
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.
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 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.
Where can I read more on your animal welfare policy?
Find out all you need to know on our animal welfare page.
Refunds and Exchanges
How do I return unwanted items?
You can return your unwanted items for free via post or to store within 30 days of receipt for full price items or 15 days for Sale items, providing they are 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. You can then return for free using the following methods:
Returns to store
You can return items to any of our stores across the US. Just bring your dispatch note or order confirmation email with you as proof of purchase.
Returns by post
The DHL returns label will come with your order. You can drop your shipment off at your nearest service point https://locator.dhl.com, or DHL Express will collect your items on a day/time slot of your choice, from your chosen address, for free. Simply call them to arrange a pick-up from your chosen address 1-800-225-5345. If you no longer have your returns label, please email uscustomerservices@fatface.com and we’ll provide you with a new one.
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.
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).
When will I receive my refund?
You should receive your refund within 14 days of posting our items back to us. If you haven't heard from us within that time, please email our crew at email the Customer Service Center with a copy of your proof of postage and we’ll look into it for you.
I've lost my invoice and want to return something, what do I do?
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.
I requested an exchange – why have you refunded me?
We’re sorry, but we can’t process exchanges via the post. 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
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, 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
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 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.
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 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!