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HELP CENTER

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

Shipping Information

US STANDARD TRACKED SHIPPING

FREE on orders above $100, $5 for orders under $100.

Your order will be shipped via our fully tracked OCS Service, and you should expect it to arrive within 5-7 days of ordering.

You will be emailed by OCS with a link to track the progress of your parcel within 48 hours of making your purchase. You can set up email/and or text notifications to track the status and delivery of your package via their partner USPS. You can also leave delivery instructions if you are not going to be home, or schedule a redelivery if you have missed your parcel.

Click here to register and receive updates for your delivery.

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.

If you have received a tracking number from OCS, you can register to their partner USPS to receive updates. Click here to register and receive updates for your delivery.

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.

Yes! You can track your order using USPS online dashboard. Just use the tracking number in your email from OCS.

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 US shipping. The order will be tracked so you can see exactly when your purchases will be with you.

Please allow 5-7 days for your parcel to arrive.

You can track your order using USPS online dashboard. Just use the tracking number in your email from OCS.

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-12pm Monday to Saturday. 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.

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 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.

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.

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.

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, Mon-Sat 6am-12pm, 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 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.

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 Service 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.

Some of our swimwear styles claim they are made with recycled materials. The care label states; outer shell made from 88% recycled nylon & lining made from 92% recycled polyester.

We are currently unfortunately missing a key document to make these claims.

To ensure materials purchased are responsibly sourced we use specific programs and standards. These provide a way to verify sustainability claims covering everything from the raw material to the final product.

With these swimwear pieces we have the raw material certifications, however, due to unforeseen circumstances we do not have final product documents.

We made an honest mistake and never want to make a claim unless we have the full audit trail. To not let our customers down, we've made the decision to send some of our swimwear out but will be reticketing the balance stock to make sure it states the correct info.

We are sorry for the mistake. If you have any further questions, please don't hesitate to contact our Customer Service team.

The affected products are:

Code Description Colour
973709 SEALIFE FLORAL RUFFLE SWIMSUIT SEA BLUE
973710 SEALIFE FLORAL RUFFLE BIKINI TOP SEA BLUE
973711 SEALIFE FLORAL RUFFLE BIKINI BOTTOM SEA BLUE
973712 SEALIFE FLORAL HIGH WAISTED BOTTOM SEA BLUE
973713 BRETON HOOP SWIMSUIT NAVY
973714 BRETON TWIST FRONT BIKINI TOP NAVY
973715 BRETON TWIST BIKINI BOTTOM NAVY
973716 BRETON TWIST TANKINI TOP NAVY
973722 SEALIFE FLORAL SS RASH VEST SEA BLUE
973727 SEAHORSE BIKINI TOP NAVY
975271 SEAHORSE TANKINI TOP NAVY
973728 SEAHORSE BIKINI BOTTOM NAVY
973744 BOHEME KNITTED HOOP BIKINI TOP MULTI
973745 BOHEME KNITTED BIKINI BOTTOM MULTI
973750 FLOATING DAISY BIKINI TOP DARK BROWN
973751 FLOATING DAISY BIKINI BOTTOM DARK BROWN
973752 FLOATING DAISY SWIMSUIT DARK BROWN

Refunds and Exchanges

You can return your unwanted items, for free, via mail or to store within 30 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

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

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. You can drop off your parcel at your nearest USPS postal service point or you can schedule a pick up for USPS to collect your parcel, from a location of your choice, and arrange a time that suits you. USPS will email you to confirm your collection request. You can change or cancel your pick up before 2:00 a.m. CT the day it should be picked up. Please visit USPS FAQ’s to find out more about USPS pick up service.

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.

We hope you love everything about your FatFace items, but if there is an issue or a fault with your purchase, please do get in touch with our customer service team at uscustomerservices@fatface.com or 1-800-585-0178, and we’ll 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 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.

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!