Returns & Refund Information
We hope you’re happy with your FatFace items, however if you aren’t, we offer free and easy returns from anywhere in the US!
You can return your unwanted items via post or to store within 30 days of receipt for full price items or 15 days for Sale items, unused and in their original condition.
Extended returns: Orders placed between 1st March 2020 – 30th June 2020 fall under our extended returns policy and have 6 months from receipt to return.
Holiday returns: Any purchases made between 9th October 2020 and 18th December 2020 can be returned until 17th January 2021 as long as accompanied by the original receipt. For purchases made on or after 18th December 2020 the standard 30 day policy applies. Please note that items accompanied by a gift receipt entitle the bearer to an exchange or gift card only.
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).
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.From the date of postage, US Customers should expect a refund within 21 days. We are currently receiving a high volume of returns via post, but we are doing everything we can to deliver the best possible service to you.
To return an order purchased online:
- Start your return process here.
- Fill in the returns form to create a free returns label.
- In your return package, please include one of the following*:
- Your original FatFace invoice
- A copy of your FatFace invoice
- A note that includes your USF number, customer number, and the price of each item returned. Each of these will be found on your original invoice.
- Take your parcel to your designated drop-off point.
- Once we receive your return at our US hub, we will refund the purchase amount to the original form of payment.
*Please note, if no order information is included with your refund, we will be unable to process your refund.
To return an order purchased in-store:
- Email Customer Service on firstname.lastname@example.org to obtain a free shipping label.
- Package up your item with the original store receipt.
- Please include your phone number so our returns store can call you to process your refund.*
*If the item was purchased in-store, our returns store will need to call and process your refund with you over the phone.
Unfortunately, we are unable to process any exchanges via the post.
We would ask that that you re-order the item you need and send the unwanted item back to us for a full refund. Returns are free and you will have a prepaid label enclosed on your invoice. Alternatively please follow the process outlined above to send your items back.
If you had any discounts on the order, just email us once your new order has arrived, along with the order number and we can ensure that this is refunded.
Delivery and Returns Legal Statement
Please Read Carefully
Under the United Kingdom's Consumer Contracts Regulations you have the right to cancel your order. To do so you must inform us in writing within 14 days from the day after receipt of your order to our Customer Services Department, either by post or email.
Returning any item within 30 days will also be taken as notice of cancellation of your order (or part of your order).
Please quote your order number on all correspondence.
Goods are provided to you on approval and legal title to the goods will not pass to you until the 14 days post-delivery period has expired. On receipt of the goods, FatFace will give you a full refund of the amount paid or an exchange/credit as required.
If you return goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold. The contract in respect of sale of goods between FatFace and you requires that you return the goods to FatFace on cancellation. This does not affect your statutory rights.