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Ordering

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HELP TOPIC

Delivery Information

What delivery options do you offer in the UK?
In the UK (Excluding Northern Ireland & The Isle of Man) you’ll have the following delivery options, for orders placed before 4pm Monday – Friday excluding Bank Holidays.

Royal Mail Tracked 48

  • £2.95 for orders £99.99 and under
  • Free for orders £100 and over

DPD Next Working Day

  • £4.95 for any order

DPD Saturday

£9.95 for any order placed between Thursday 4pm - Friday 4pm (not available for all postcodes)

Northern Ireland & The Isle of Man

Royal Mail Tracked 48

  • £2.95 for orders £99.99 and under
  • Free for orders £100 and over

DPD Two Working Day

  • £4.95 for any order
What delivery options do you offer outside the UK?

International deliveries are based on your location.

FedEx International(Delivered Duties Paid where applicable)

  • Europe: Free FedEx International delivery for orders over €235
  • America: Free FedEx International delivery for orders over $250
  • Norway: Free FedEx International delivery for orders over $250
  • Canada: Free FedEx International delivery for orders over CAD$350
  • Australia: Free FedEx International delivery for orders over AUD$375
  • Rest of the World: International delivery $25

Should the international order not meet the value displayed above there will be a delivery charge of:

  • Europe €25
  • America $25
  • Norway $25
  • Canada CAD$35
  • Australia AUD$40
  • Rest of the world $25
Will I have to pay duties if I buy internationally?
We offer a worldwide ‘delivered duties paid’ service where possible, which means we will cover all duties required on international shipments. We may need to contact you if local import regulations require additional information. For example, for international shipments to businesses, we will require an EORI number and a PID for certain countries. Although all duties are covered, external charges such as GST, by example but others may be included, are not covered.

HELP TOPIC

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) – Monday to Friday. Some postcode exclusions apply.
We offer a tracked 48hr service with Royal Mail for orders placed by 4pm (UK time) – Monday to Friday.
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.
Any order placed after 4pm will be dispatched the next working day.
Excluding Bank Holidays.
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.

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.

HELP TOPIC

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.

HELP TOPIC

Town & Country Pre-Orders

How does the preorder work?
Add the item(s) to your basket and proceed to checkout to complete your payment. Once we receive the stock, we will promptly dispatch your order, which is expected in March 2026.
How will I know my order is confirmed?
An email confirmation will be sent once your order has been placed (please allow up to 30 minutes for it to reach you).
When will payment be taken for my pre order?
Payment is taken at the time the order is placed.
Can I change the item(s) on the pre order?
Unfortunately, we are not able to amend the item(s) on your pre-order. However, we can cancel the order so that you can place a new one. Please contact our Customer Service team for assistance.
Can I change the shipping address after the order has been placed?
Amendments to the shipping address can be made up until the order is being processed for dispatch. Please contact our Customer Service team for assistance.
Can I cancel the pre order?
If you wish to cancel your order, please contact our Customer Service team, who will be able to assist you. Once processed, refunds typically take 3–5 working days to appear in your account.
When will the order be delivered?
All our items are individually handmade, and due to the craftsmanship involved, we expect your order to reach you in March 2026.
What is your returns policy?
The returns period will commence from the date the order is delivered.
For UK orders: we offer a generous 60-day return policy.
For international orders: we offer a generous, free 60-day return policy.
Items must be unused, in a resellable condition, and include all original packaging. Please note that if items are not returned in the condition they were sent, we will not be able to process the refund or exchange.
I’ve ordered other items which are in stock, when will those be delivered?
Items not included in the Town & Country Collection will be dispatched as soon as possible following confirmation of the order, and on the selected delivery method. Please allow a further 24 hours for dispatch.
Will my order be delayed?
All pre-orders will be delivered in March 2026. However, if there are any unexpected delays, we will promptly contact you with an update.
What if the item becomes unavailable after I order?
In the rare event of an oversell or production issue, we will promptly be in contact and issue a full refund.
What warranty do I have on the Town & Country Collection items?
In the event of a manufacturing fault, all Town & Country Collection items come with a generous 18-month warranty from the date of delivery. Normal wear and tear, accidental damage, misuse, and unauthorised repairs are not covered. Your statutory rights are not affected. Proof of purchase will be required, and we will need your order number and relevant images of the product. Failure to provide this information may limit our ability to assist. Coloured suede and leather can transfer with wear onto other fabrics, and dark fabrics (such as denim) may transfer onto lighter suede or leather. This is normal and is not covered under our warranty. For further assistance please contact our Customer Service Team.