FAQ's
We have put together a list of the most popular questions - quickly answered here.
- How long will my order take?
All orders received by 11AM will be despatched the same working day. Depending on which delivery service you use, it can take between 1-5 working days to receive your order.
2. What if I need my order quickly?
Depending how quickly you need your order, you can either choose the Hermes Express service which can take 1-2 days or for a next day delivery we highly recommend using the DHL service. This is assuming your order is received by 11AM the same day.
3. What happens if I haven't received my order?
When your order is despatched from our warehouse, you will receive an email confirming shipment, carrier and tracking number. By clicking on the tracking number you can track your parcel. In the event your parcel has not arrived, either contact the carrier direct or contact ourselves via sales@fetlox.com
4. What if my order is the wrong size?
If you have received your order and its the wrong size, please order the new size on the website - this way you avoid disappointment if the item goes out of stock.
In the meantime complete a return form which can be downloaded from the website - upon receipt of your return, assuming the item is in good order and tags remain in place, a refund will be made to you.
5. I want to return something?
This is simple...just complete a return form downloaded from the website, postage is your responsibility and we recommend using a tracked service. Upon receipt of your order assuming the item is in good order and tags remain attached, a refund will be made to you excluding postage costs. Please note that should you wish to return something, this should be done within 14 days of receipt.
6. How can I contact you?
Use the contact us page, or the chat option on the website. We are usually very quick to respond to any queries you may have.
7. I am unsure on sizes?
On most of our products we try to include a sizing chart. We highly recommend using this to avoid disappointment on receiving your order. If you are still unsure, please use the Chat with us button on the website.
8. This is not what I ordered?
We hope this doesn't happen too often, but if you have received the wrong item, drop us an email at sales@fetlox.com and we will rectify the situation quickly.
