Ordering
Order Information
How do I place an order?
You can place an order on our website, or over the phone by calling our Customer Service team. If you choose to place an order via our website, you can log into your F&F account to use your stored details, or alternatively, you can check-out as a guest.
When will I receive my order?
- We offer a next working day service with DPD for orders placed by 4pm (UK time). Some postcode exclusions apply.
- We offer a tracked 24hr & 48hrs service with Royal Mail as long as you ordered by 4pm.
- We offer a 3-5 working day service with FedEx for overseas orders.
- Please note that for Northern Ireland, the Channel Islands, the Scilly Isles, the Highlands, and certain areas in Scotland the DPD service may take up to two working days and the Royal Mail service may take up to 72hrs.
Can I cancel or amend my order?
Yes, you have a 30-minute window from the time of purchase to edit the contact details, shipping address or cancel your order. During this timeframe, you can make changes by clicking onto 'Make A Change' within your order confirmation email or the order confirmation page. Your request will be forwarded to our Customer Service team for processing. You will receive an email notification once the changes have been made. Alternatively, please call our Customer Service team, who will be happy to assist you. Please leave the subject line prefilled as this will assist us in identifying your order.
I am having issues editing my order.
If you encounter difficulties with editing your contact details, shipping address, or cancelling your order within the 30-minute window, please contact our Customer Service team.
Can I edit or cancel my order after 30 minutes?
After the 30-minutes we cannot guarantee that your order can be modified as the fulfilment process begins. For further assistance with your order, please contact our Customer Service team.
When will I receive my gift-wrapped order?
If you have selected this option, please allow an additional 48hrs for the order to be dispatched.
Will I receive a confirmation email for my order?
Yes, once your order has been placed an email will be sent to the email address that was provided at the checkout stage.
Will I receive a dispatch confirmation email for my order?
Yes, once your order has been packaged, and is ready to be collected by the courier you will be sent an email.
How do I track my order?
- Once your order leaves the Warehouse you will receive an email from the courier providing you with the tracking number. You can also find the tracking number on the shipping confirmation email, simply click on ‘Track my Order’.
Can I use the courier apps to track my order?
Yes, you can use DPD’s & Royal Mail's app to track your order.
- DPD app: Found here
- Royal Mail app: Found here
What does it mean when my order states ‘Unfulfilled’?
Please do not worry, it means we’re currently processing your order. Once your order is with the courier, we will mark it as ‘fulfilled’.
What should I do if my order has not arrived?
If your order has not arrived within the expected timeframe advertised on our website, please get in touch with our Customer Service team.
What should I do if I have missed my order being delivered?
Usually our couriers will automatically try and redeliver your order the next working day. However, please feel free to get in touch with our Customer Service team who can assist further.
Can I use ‘What3words’ to help with my order being delivered?
Yes, the app can be used but only if your package is being delivered via DPD.
- Download the DPD app: Found here
- Go to What3Words: Found here
- Select the square at your front door then copy the ‘what3words’ address.
- Open the DPD app, tap settings, then select ‘Add a delivery Address’.
- Tap ‘Pinpoint your Address’, type the what3words address into the box, then select the right location, click save.
I have seen what I would like, but it is out of stock.
We restock our core products throughout the year, if the item you’re currently looking for is out of stock we advise to sign up for our back in stock email or text message alert and we will let you know when it is available to order.
What are your limited and special edition products?
Throughout the year we offer a range of items that are available to purchase for one time only. Whether it’s to celebrate a special occasion or to raise money for charity, you will know it is a special or limited-edition item by looking at the features tab below the product description.
These particular items will not be restocked after they initial launch. We do however advise keeping a look out for any returned orders as they will be put back onto the website for your chance to purchase.
Tax & VAT
Items purchased in the UK at Point of Sale (In-Store or at Event)
Any goods purchased in the UK and taken back out of the UK by the purchaser will be charged UK VAT at the Point of Sale - As of 1 January 2021 the UK no longer operates Tax Free Shopping and visitors will no longer be able to purchase items in store in Great Britain under the VAT Retail Export Scheme meaning VAT is not able to be claimed back. For more information please see here for Government guidance.
Items purchased online and exported Overseas
For orders sold online, then under distance selling regulations, VAT is charged in the UK inclusive in the price seen online at the rate due based on the shipping destination.
- For UK orders, this is charged at 20%.
- For International orders, VAT is not charged.
- For orders to the Channel Islands this is charged at 0%. GST is not covered by the current DDP international offering or Nil-Rated VAT charges.
UK Military personnel stationed abroad and delivered to a BFPO are eligible for purchases exclusive of VAT. All international shipments (including to the Channel Islands) from Fairfax & Favor are Delivered Duties Paid, through which we assume all responsibility for shipping and delivering your order. Operating on DDP shipments, Fairfax & Favor, as the retailer is responsible for arranging the shipping of goods and associated costs with exports and customs clearance. For more information on the VAT included in purchases, please see here for Government Guidance.
Are there any taxes or fees I need to be aware of for deliveries to the Channel Islands?
Goods sent to the Channel islands are charged at 0% VAT inclusive (nil-rated).
While VAT is applied at 0% to orders delivered to Jersey (Nil-Rated) please note that packages are subject to Jersey's Goods and Services Tax (GST). This tax will be charged when your package arrives in Jersey at the standard rate, and it is typically collected by local customs.
While VAT is applied at 0% to orders delivered to Jersey (Nil-Rated) please note that packages are subject to Jersey's Goods and Services Tax (GST). This tax will be charged when your package arrives in Jersey at the standard rate, and it is typically collected by local customs.
