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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, why not try our virtual assistant? Click the icon in the bottom right corner of your screen to start chatting! Alternatively, you can give our Customer Experience Team a call on +44 (0)330 124 0000 or drop us an email at

Delivery Information

UK Standard Tracked Delivery

Free on ALL orders over £70 or £3.95 otherwise. Your order should arrive within 3-5 days after ordering. Please note during promotional periods orders may take an additional 2 working days to arrive.

UK Express 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.* Please note that our express delivery option is unavailable during busy periods.

*Exclusions apply – read more about UK Express Delivery exclusions.

We recommend downloading the Royal Mail app to get the best experience in managing your delivery.

Click and Collect

Free on ALL orders to UK stores*. Delivery usually between 5-7 days and once received to store, your order will be held for 14 days for collection. Please note during promotional periods orders may take an additional 2 working days to arrive. Orders to Belfast and Aberdeen may take 5-7 days to arrive.​​

*Exclusions apply – read more about Click and Collect exclusions.

When you place your order we’ll send you an email confirming that the order has been placed and the items you’ve ordered.

When your order has been dispatched from our warehouse, we’ll send you a second email to confirm this. If you don’t receive an email within 4 working days, please get in touch with our crew at

We use Royal Mail for UK Standard Tracked Delivery and UK Express Delivery.

You will be given a two hour delivery window via text and/or email. You can track your order at any time using Royal Mail Track and Trace.

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.

We do recommend downloading the Royal Mail app, where you can manage your delivery, including adding a safe place, leaving with a neighbour or collecting from your local Post Office.

You will be able to select Click and Collect as a delivery option at checkout. Simply select the store you wish to have your order delivered to and let us take care of the rest!​

You will be able to send your order to any of our UK stores (excluding Channel Islands, London Bridge and airport stores).

Click and Collect won’t be a delivery option for orders placed in-store.​

Click and Collect orders will usually be delivered to your chosen store 3-5 days after the order was placed. Please note that during promotional periods orders may take an additional 2 working days to arrive.​

We will let you know via email once the store receives your order. You can then pop in to collect it. We will also send you a reminder email after 5 days if your order has not been collected- we wouldn’t want you to miss out on your new kit!​

You have 14 days to pick up your order once you have received your ‘ready to collect’ email.​​

After 14 days, uncollected orders will be processed for a refund to your original payment method, and you will receive an email from us confirming this. You can expect your refund to clear in 3-5 days after receiving your refund email confirmation.​

The items from your order are placed into store stock. If for any reason you wish to have these items still, give the store a call and they will be happy to put the item(s) on hold until you can collect them. You will need to repurchase them upon collection and will be given a store receipt as new proof of purchase.​

We ask that you take your collection confirmation email or order number and a proof of ID - we can accept a debit/credit, driver’s licence or passport.​

If you’d like someone else to collect your order on your behalf, we do just ask that they have a copy of your collection confirmation email and a proof of ID.

Yes of course, we would love for you to try items on! Our friendly store teams are on hand to offer advice and answer any additional queries you have when trying on your new kit. You can return your items in store, however orders made using PayPal or Klarna will need to be posted back to us using the postage label in your parcel.​

UK Standard Tracked Delivery

Please allow 3-5 days for your parcel to arrive.*

UK Express Delivery

Please allow 1-2 working days for orders placed before 5pm.*

Click and Collect

Please allow 5-7 days for orders to arrive in-store.*

If you have not received an email to say your order is ready to collect by 4pm on the fifth day, please get in touch with our friendly Customer Experience team.

*Please allow additional time if you’re expecting a delivery over a bank holiday, or during a promotional period.

If you still need help, please email us at or call us on +44 (0)330 124 0000. Phone lines are open 9am-4pm Monday to Friday. All opening times are in GMT. 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 'Gift Card/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 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 Experience 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 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 +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.

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.

You can buy Gift Cards online here or in store. Gift Cards can be redeemed instore or online at To do so, simply head to your basket, click ‘PROCEED TO PAYMENT’ and select ‘PAY WITH A GIFT CARD'. Here, you will need to enter the 16-digit number found on the back of the card. You will also need to enter your 4-digit PIN. You can find this by scratching off the small silver panel to the right of the barcode.

Please note that we can only accept a maximum of 3 Gift Cards per transaction.

Terms and Conditions

  • You can use your FatFace Gift Card in-store or online at as full or part payment on your purchase.
  • If your order exceeds the value of the Gift Card, you can pay the remaining balance using a credit or debit card, or cash if purchasing in-store. Please note, Gift Cards cannot be combined with Apple pay.
  • Gift Cards cannot be exchanged for cash.
  • Your Gift Card is valid for 24 months after your last transaction (which includes balance enquiries). After this, your Gift Card will expire and the remaining amount will be deducted.
  • We’re really sorry – Gift Card transactions can only be made in GBP.
  • Treat your Gift Card like cash. If it gets lost, stolen, or damaged, we are unfortunately unable to replace it.

There’s a foil scratch off strip on the back of the card next to the card number. Scratch this foil off to reveal the pin.

You can use your Gift Card in the country/currency in which it was bought. For example, if your Gift Card is in GBP, you can use this on our UK website and in our UK stores.

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 The FatFace e-gift card can then be used in our UK stores and on our website.

Should you wish to return any items bought this way, please be aware they will be refunded onto a FatFace gift card.

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. 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.

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.

Why not check out our Ultimate Laundry Guide or Clothing Care pages for more handy hints?

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.

Should you choose to proceed with your repair, Clothes Doctor will advise next steps and you can expect a 7-10 day turn around once the item is received by Clothes Doctor.

All repairs are shipped from Clothes Doctor using Royal Mail and are guaranteed for 3 months. You can find even more information by visiting their FAQs.

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.

Should you choose to proceed with your alteration, Clothes Doctor will advise next steps and you can expect a 7-10 day turn around once the item is received by Clothes Doctor.

All alterations are shipped from Clothes Doctor using Royal Mail and are guaranteed for 3 months. You can find even more information by visiting their FAQs.

Yes! Check out our Preloved. Reloved. initiative. We’ve partnered with Thrift+ to offer you an easy way to give your unwanted clothes a new lease of life. This service is available online and in our stores. Simply grab one of our Thrift+ bags, pop in your unwanted clothes and post them off. For more information check out Preloved. Reloved.

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 Colour

The type of plastic used for our products and orders can be recycled several ways:

  • Kerbside recycling; please check with your local council as this type of plastic can vary.
  • Supermarket bag recycling; most supermarkets have soft plastic recycling points.
  • Return to us when sending items back; if you have bags from items that you are keeping, pop their packaging in with the return and we can handle the rest.
  • In store; our crew are happy to collect polybags back from online orders, so please take these along on your next visit.

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
  • Via one of our authorised retailers in the UK: JD Williams, John Lewis & Partners, Marks & Spencer, Next, TK Maxx, Sainsbury’s, Sports Pursuit, Very.

If you see FatFace product for sale outside of the approved channels that you believe not to be genuine, please help by e-mailing 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 You can find all of our ranges here, including our discounted and sale products.

Product Personalisation

We have lots of items available for personalisation! Explore our range of personalised items here.

We can deboss or embroider selected items for an additional charge. The cost for embroidery is £5 per item and the cost for debossing is £7.50 per item.

Please check the item you are interested in to see if debossing or embroidery is the personalisation method used.

Due to the unique nature of each personalised item, these cannot be returned. Therefore we ask that you double check all product sizes are correct and the spelling of your personalisation is correct too.

This does not affect your statutory rights.

Our personalised product can be ordered by customers on their computers and devices from our website. Our store crew will be happy to support with advice on product fit and feel, but will not be able to place the order instore for you.

Typically, personalised items take 3-5 days to arrive, but from 15th Nov to 15th Dec 2022, this can take 7-10 days. We would advise ordering in plenty of time to ensure you receive the items on time.

Customers can choose a Next Day Dispatch at a cost of £5.95, which will take 3-5 days to be delivered.

Once you place your order, we will send you an email confirming your order number, items ordered and personalisation details.

When your order is dispatched, we will send you another email to advise dispatch and the tracking details for you. If you do not receive this email within 5 days of placing your order (1 day for Next Day), please email our Customer Experience Team.

We do ask that all customer ensure that spellings are correct, prior to them placing the order. With this in mind, we are unable to refund or exchange any orders with spelling mistakes noticed in order confirmation.

This does not affect your statutory rights.

Whilst we do ensure all spellings match those entered at checkout, if you do receive an item that has a spelling that does not match your order confirmation, please let our Customer Experience team know, and they will be happy to help.

Refunds and Exchanges

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.

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

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).

Via Post

We want to make your return as easy as possible, that’s why you can now return using InPost or Royal Mail. 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.

Returning by InPost


There’s no printing or label required, and you can avoid the usual queues. Scan. Drop. Done.

Please note you will need your email address and order number to generate your QR code for your return. Find your local locker.

How it works:

  1. Visit the InPost returns portal to generate a QR code and package up your items - there’s no need to attach anything to the outside of your parcel.
  2. At the locker, scan the QR code from your phone and select your parcel size.
  3. Put your parcel inside and shut the door. When your return is collected from the locker, a label will be applied for you by the courier.

PLEASE NOTE: all items from the same order should be returned in one parcel. Maximum parcel size: 41cm x 38cm x 64cm.

For more information on how to return with InPost, please check their FAQs.

Returning by Royal Mail

Generate your unique trackable Royal Mail returns label.

Please note you will need your order number and email address.

  • Option 1: Download your generated label and print at home. Take the parcel to the Post Office and retain proof of posting.
  • Option 2: Take the email/QR code and parcel to a Post Office and Royal Mail will print it for you. Retain proof of posting.
  • Option 3: Arrange a free collection with Royal Mail. Have your returns label handy when making your booking.

We recommend downloading the Royal Mail app to get the best experience in managing your return.

To any FatFace store

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.

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

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 or +44 (0)330 124 0000, with photos to illustrate the issue and they will be more than happy to help.​

We do offer a repair service for eligible items, so please do let the Customer Experience Team know if you would like to know more and they can advise further.​

Yes of course, if you are sending back a return you can include any packaging from your original order and we will re-use or recycle it.

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 with a copy of your proof of postage and they’ll look after everything for you.

If you have returned your full order within 30 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.

Don’t worry if you haven’t got your dispatch note to include in your return - just add a cover letter in your package with your order number, name and full address, and reason for returning.

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

Please email our crew at 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 a Gift Card or Exchange for a Gift Return.

Please keep hold of your proof of postage!


The wearing of face coverings is no longer compulsory in the UK. However, we ask you to please be respectful of any customer or store crew who may have a reason to continue wearing a face covering.

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 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.

If an order consists solely of qualifying products, VAT can be claimed back on delivery charges by emailing the Customer Experience Team (once you have received your dispatch confirmation).

Orders shipped to the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current rate.

If you require a VAT invoice, please email Please specify whether you require an email or paper copy of this information – either way, it'll be with you in just a few days.