RETURNS & EXCHANGES TEST



Fairfax & Favor Product Warranty:

Here at Fairfax and Favor we guarantee all of our products to be free of defects in materials and workmanship. We firmly stand behind everything we produce and strive to create only the very best products using the very best materials. Each product has a manufacturing guarantee of one year. This is not a guarantee against normal wear and tear. Nor does it apply to product that has been damaged by misuse, accident, modification or unauthorised repair. If you believe you have purchased a defective product, please follow our ‘Notification and return of damaged or faulty products’ procedure below.

Is it possible to purchase the Sporting Fit Regina in a different colour other than tan?

Yes. However what we would need you to do first is to try on our Sporting Fit Regina in tan at either one of our shows or here at our HQ in Norfolk. This is so that we can be sure the boots will definitely fit when they arrive, as they have to be made from scratch.

All our events are listed here

Have narrow fitting calf boots been released yet?

Yes, although you would need to come and see us at one of our shows to try on a pair from our fitting kit. This is to make sure the boots definitely fit as they will have to be made from scratch.

All our events are listed here

Are EU footwear sizes bigger than UK sizes?

Please check our sizing charts:

Womens

UK EU USA
3 36 5
4 37 6
5 38 7
6 39 8
7 40 9
7.5 41 9.5
8 42 10
9 43 11

Mens

UK EU USA
6 40 7
7 41 8
8 42 9
9 43 10
10 44 11
11 45 12
12 46 13
13 47 14
14 48 15
Do you make the boots in different leg lengths?

At this stage, we only make our boots in one generic length. But, do bear in mind, the smaller the foot size, the shorter the length, and vice versa!

I love the clothes the models wear in your photo shoots! Where are they from?

Our wonderful stylists dress our models; often the models bring their own pieces to wear too. We do work alongside a number of brands that let us feature their ranges; our frequent collaborations include Troy London, Beaufort & Blake and Hiho Silver.

PURCHASING QUESTIONS

How can I find my nearest stockist?

Simply click here and type in a postcode/location to find your nearest stockist.

Do we offer special show prices?

All our show prices are the same as our website prices.

Which events will you be attending?

CARING FOR YOUR PRODUCT

Is there any way to stretch boots to make them more comfortable?

Suede and leather can feel slightly tight to begin with. However, our supple suede and full-grain leather will loosen and mould to your shape the more it is worn. We would recommend being brave and wearing them as much as possible. You’ll thank yourself for it!

Which care products should I be using for my Imperial Explorers?

To care for you Imperial Explorers, we would recommend using our Neutral Leather Cream for both the Mahogany and Oak style. To use the cream, simply use an old cloth to work the cream into the leather. It is important that you do so to prevent the leather from drying out and cracking, and therefore avoiding the loss of its water resisting properties.

How should I care for my suede boots?

Brand new suede boots and shoes should ideally be sprayed with our Suede & Nubuck Footwear Proofer. This will provide an element of water resistance for the suede. Any water that touches protected suede will simply run off the suede instead of soaking into it.

We would recommend taking good care of the suede and avoid wearing the suede in bad weather conditions. If the suede gets dirty in any way, it should be let to dry then brushed with a suede brush.

How should I care for my leather boots?

For our leather products, we would recommend using our neutral leather cream, however for black leather products we would recommend the black leather cream to avoid spoiling the colour. To use the cream, simply use an old cloth to work the cream into clean leather. It is important that you do so to prevent the leather from drying out and cracking.

How do I change the tassels?

Step 1: Turn over the tassel that you want to remove.
Step 2: Slip the tab of the tassel off the stud, allowing the tassel to be removed from the zip D-ring.
Step 3: Take your new tassel and slip the elongated tab through the zip D-ring, making sure the Fairfax and Favor shield is facing towards you.
Step 4: Push the stud through the pre-cut hole in the tab, allowing the tassel to swing freely on the zip D-ring.
Step 5: Repeat for the tassel on the other boot.
Step 6: Enjoy your customised Fairfax and Favor boots!

How can I remove scuffs and scratches?

Step 1: Any scuffs on our leather goods can usually be buffed out through a combination of body heat and leather cream.
Step 2: For most scuffs, the area where the mark is present can be rubbed continuously, allowing heat and friction to move the natural oils around, covering up the scratch in question.
Step 3: Where additional treatment is needed, use an old toothbrush or soft bristle brush to work a very fine amount of leather cream into the leather, buffing out the mark as necessary.

My tassels have broken! What should I do?

Our tassels are lovingly hand made in batches of between 300-500. They are strong & sturdy, however on the odd occasion one may become a little looser than the other! If your tassel breaks, you will need to speak to a member of our customer services department and provide your name, order number and shipping address, they will be able to assist further.

PAYMENT QUESTIONS

ORDER QUESTIONS

Can I change an order after I have placed it?

If you wish to change an order, call our customer service team on 01760 338199 or email us at info@fairfaxandfavor.com as soon as possible.

How do I exchange my product?

You can always exchange any of our products, all we ask is that the footwear has not be worn and is in a re-sellable condition. To do so, send the item along with the completed returns slip back to us at the address on the form. We ask for 10 working days to complete exchanges, however we are faster than this. We will then promptly have your exchanged item sent to you.

Details of our returns service can be found here:
http://www.fairfaxandfavor.com/pages/returns-policy

I am missing/have an incorrect item in my order?

In the unlikely event of receiving the wrong order please contact our customer service team on either 01760 338199 or info@fairfaxandfavor.com to resolve this issue.

What is Fairfax & Favor's returns policy?

We offer a free returns & exchange service with Collect +. As long as the Product is unworn/unused and in a re-sellable condition, we provide a 30 day return policy.

*Embossed / Personalised products are sadly Non-Refundable & Non-Exchangeable

You can download a returns form here

What happens if I am not in to sign for my order?

DPD will contact you the day of delivery, via email or text message. You can then choose from one of their delivery options, ranging from change date to leave in a safe place.

How do I return an item if I live outside of the UK?

All orders shipped outside of the UK will need to be returned via DHL. To arrange this, please email info@fairfax@favor.com, we will provide you with a waybill and all of the relevant information you need to proceed with the return.

How long does it take to process returns and exchanges?

If you intend to return an item back to us using our free Collect+ returns service, we advise our customers to allow 10 working days for returns & exchanges to be processed.

Once you have dropped your parcel at the Collect+ point, you will be given a receipt. Make sure you hold onto it, this will have the tracking number on it. You can use the tracking number to find out where your parcel is, and if has made it back to our HQ safely. The delivery process normally takes 3-5 days.

When the parcel has arrived back at HQ, our returns department will endeavour to process your return or exchange as quickly as possible, this may take up to 5 days.

I do not want to order online, can I purchase elsewhere other than the website?

If you want to try before you buy, there are a couple of options to choose from:

We exhibit at over 42 shows throughout the UK and Europe, so please pop along to one of our stands and meet our friendly show team. For a full list of shows & events, follow this link.

Alternatively, we offer one-to-one appointments at our HQ here in Norfolk. For more information, follow this link.

I’ve purchased embossing, how does this affect my order?

If you have purchased embossing you must allow 48 hours before dispatch of goods, this is for our team to be able to spend time embossing your products to the highest standard. We provide Next Working Day Delivery if ordered before 1pm, however if you do purchase Embossing this will be an acceptance.