CUSTOMER CARE
Shopping With Us
Choose a help area below, or browse the questions on this page.
Search questions and answers in this help topic.
No matches in this topic
Try another phrase, choose a help topic above, or contact Customer Care.
HELP TOPIC
Payments
What are my options for paying online?
We accept many forms of online payments, including all major Credit and Debit Cards.
- Standard Checkout: This option enables you to use either a Credit Card, Debit Card, Klarna or PayPal with custom details.
- Express checkout: This option enables our quicker checkout using PayPal, Shop Pay or Apple Pay. Please remember, all of your details will autofill when selecting this option, so be sure to double check the right information is provided before finalising the payment.
- E-Gift Card or Gift Voucher: You can pay for your order using this option, simply select the ‘Standard Checkout’, enter the code into the box marked ‘Gift Voucher Code’ before payment and click ‘Apply’.
How do I pay with Klarna?
If you’d like to pay with Klarna (Pay Later) or Klarna (Pay in 3), just scroll down when checking out and select ‘Standard Checkout’, fill in your details and click ‘Continue to Payment’. We’ll then offer you the options for payment including Klarna, where you can log in to your account or apply for a new one. Find out more with Klarna. Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.
How does Klarna pay later in 30 days work?
This is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, you will receive an email with payment instructions within two working days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. To complete the payment, you can pay via credit or with a debit card in the Klarna app or by logging into www.klarna.com/uk. Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.
How does pay in 3 interest free installments work?
This is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by us, and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.
Can I use Clearpay?
For information regarding Clearpay online and in-store, please see Clearpay's Information.
I still have questions regarding how Klarna and clearpay payments works, who should I contact?
We please ask you visit Klarna’s Customer Service page or Clearpay's Customer Service page for a full list of FAQ’s, live chat and telephone options.
I am having problems paying online, what should I do?
We are sorry to hear you’re having issues with your payment. Please reach out to our Customer Service team who will be happy to help.
Can I change my payment method once I have ordered?
Unfortunately, once you have placed your order and paid, we cannot change the payment method used.
HELP TOPIC
Discounts & Sales
Do you offer Blue Light Discount?
If you’re a Blue Light card holder, and your card is valid, we will offer the 10% discount code on full price items, but sale items are not included.
All we ask is you please email across an image of your card to our Customer Service team, and they will provide you with the discount.
The discount will be present in your Account, and will be only available to those who have been authorised.
If we are made aware of any unauthorised sharing, we will not issue the discount code for further purchases.
Do you Offer Military Discount?
If you’re in the Military and you have a valid Defence Card, we will offer the 10% discount code on full price items, sale items are not included.
All we ask is you please email across an image of your card to our Customer Service team, and they will provide you with the discount.
Our Military discount changes every year, so be sure to drop us a message to get the latest one each time you order.
If we are made aware of any unauthorised sharing, we will not issue the discount code for further purchases.
How do I use my discount code online?
At the checkout stage, simply pop the discount code into the box labelled ‘Gift Voucher Code’ and click ‘Apply’. If the discount code is valid, you will see the discount applied before payment.
Can I use a discount code and an E-Voucher at the same time?
You can still use a discount code if you are paying with a gift card. Please make sure to enter the discount code first, click ‘Apply’, and then enter your E-voucher code in exactly the same way.
My discount code isn't working, what should I do?
If your discount code is not working, please get in touch with our Customer Service team before placing your order and they will assist further.
Can I use the Blue Light & Military discount code in your stores?
Yes, we will apply the discount to your order as long as you bring a hard copy of your card to the store.
When do your sales go live?
We have several special events throughout the year where exclusive discount are applied. Keep your eyes peeled on the website for any updates or to be the first to know about our sales join our Fairfax & Favor Club or sign up to our mailing list.
HELP TOPIC
E-Gift Cards & Gift Cards
Can I treat someone to a Fairfax & Favor gift card?
Of course, head over to our Gift Card page, where you can purchase a physical Gift Card or E-voucher. Choose the amount you would like to purchase and then follow the steps through the checkout stage. If you decide on an E-voucher, we will send the E-voucher to your email address, where you can then forward it onto the recipient it was purchased for. Physical Gift Cards will be dispatched to the address you input at checkout.
How do I purchase a physical Gift Card?
You can purchase a physical Gift Card online or in any of our Stores. Please contact our Customer Service team for more information or ask for assistance from one of the store team members.
How long is my E-Voucher or Gift Card valid for?
Our E-Vouchers and Gift Cards are valid for one year from the date it was purchased. Please be aware it is your responsibility to ensure the E-Voucher or Gift Card is used throughout this time.
Can I use an e-Voucher or gift card online?
Absolutely, you can pay for your order using this option, simply select the ‘Standard Checkout’, enter the code into the box marked ‘Gift Voucher Code’ before payment and click ‘Apply’.
Can I use an e-Voucher or gift card at your stores or events?
Yes, please be sure to have the full E-Voucher or Gift Card code to hand when you would like to pay, and we will apply it to your order.
I can’t find my E-Voucher or Gift Card code, what should I do?
If you have misplaced your E-Voucher or Gift Card, please do not worry as it is not lost. If you drop our Customer Service Team a message with who purchased it, they will soon find it.
My e-Voucher or gift card isn’t working!
Please check the expiry date as our E-vouchers and Gift Cards are valid for one year after they are bought. If it is still in date, check the amount available by clicking the link attached to the email. If you still can’t figure out why it is not working, please get in touch with our Customer Service team and they’ll check it for you.
Will you extend my E-voucher or Gift Card?
Unfortunately, once your E-Voucher or Gift Card has expired we are unable to extend it. Therefore, please make sure you are aware of the expiry date, so you don’t miss out on using it towards purchasing an item.
HELP TOPIC
Account & Order History
How do I create & view my Account?
You can create and access your account here - you will be prompted to enter your email address and will then receive a code to your inbox. Once the code is entered, you will be able to view your profile, addresses and order history.
If you have previously placed an order through Shop Pay, you should be prompted to enter a code after you have input your email address. This will either be sent to your email inbox or as an SMS to your stored contact number. Once the code is entered, you will be successfully logged in.
How do I track my order history?
When you place an order with us, the email address that you enter will link your order to your account and store it there to be viewed when you log in.
If you have ordered from us but can’t see it in your account, first double check the email address you used - orders placed with different email addresses will not be visible on the same account. If you still are having trouble with locating your order, please reach out to our Customer Service team.
I’m having trouble accessing my account, what should I do?
If you are having issues logging in because a code is not being sent to you, please first check that you have entered the correct email address. The code may also be diverted into your Junk/Spam email folder.
If you still do not receive a code, please contact our Customer Service team who will be able to assist you further.
How do I unsubscribe?
Simply go to our unsubscribe page and enter the details you would like us to remove. Otherwise, simply click ‘Unsubscribe’ at the bottom of any of our marketing emails or reply ‘STOP’ to SMS notifications.
I have placed an order, but I can’t find it in my account.
If you have ordered from us but can’t see it in your account, first double check the email address you used. If you still are having trouble with locating your order, please reach out to our Customer Service team.
HELP TOPIC
Our Stores
Our Bawtry Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
17 Market Place,
Bawtry,
DN10 6JL
You can also feel free to email us at bawtry@fairfaxandfavor.com.
Our Southwold Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
67 High Street,
Southwold,
IP18 6DS
You can also feel free to email us at southwold@fairfaxandfavor.com or book an appointment.
Our Shaftesbury Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
10 The Commons,
Shaftesbury,
SP7 8JU
You can also feel free to email us at shaftesbury@fairfaxandfavor.com or book an appointment.
Our Bakewell Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
7 Kings St,
Bakewell,
DE45 1DZ
You can also feel free to email us at bakewell@fairfaxandfavor.com or book an appointment.
Our Marlow Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
7 Market Square,
Marlow,
SL7 1DA
You can also feel free to email us at marlow@fairfaxandfavor.com or book an appointment.
Our Stow-on-the-Wold store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
Digbeth Street,
Stow-on-the-Wold,
Gloucestershire,
GL54 1BN
You can also feel free to email us at stow@fairfaxandfavor.com or book an appointment.
Our Helmsley Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
19 Market Place,
Helmsley,
York,
YO62 5BJ
You can also feel free to email us at helmsley@fairfaxandfavor.com or book an appointment.
Our Stamford Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
55 High Street,
Stamford,
Lincolnshire
PE9 2AW
You can also email us at stamford@fairfaxandfavor.com or click here book an appointment.
Our Holt Store
The store is open Monday-Saturday, 10am-5pm and Sunday from 10:30am-4:30pm.
The address is:
23 High Street
Holt
Norfolk
NR25 6BN
You can also feel free to email us at holt@fairfaxandfavor.com or book an appointment.
Can I return or exchange an item bought from your stores?
f you have purchase from one of our stores than you can return your item(s) to any of our stores for a refund or exchange. Alternatively you can return your item back to our main warehouse which you can register this via our returns Portal.
we offer a generous free 60 day refund policy for full price items bought directly from us. We also offer a free 60 day exchange policy for UK orders - unfortunately international orders are not eligible.
We simply ask that the items are unworn, in a resellable condition and include all original packaging. Please note that if the items are not returned in the condition they were sent to you, we will not be able to process the return. If you have a potential warranty query with your item then please contact our customer service team - our stores are unable to accommodate with these queries.
we offer a generous free 60 day refund policy for full price items bought directly from us. We also offer a free 60 day exchange policy for UK orders - unfortunately international orders are not eligible.
We simply ask that the items are unworn, in a resellable condition and include all original packaging. Please note that if the items are not returned in the condition they were sent to you, we will not be able to process the return. If you have a potential warranty query with your item then please contact our customer service team - our stores are unable to accommodate with these queries.
What payment methods do you accept in store?
We accept all major credit and debit cards, as well as Klarna through their app, and gift cards.
All of our stores are cashless.
All of our stores are cashless.
HELP TOPIC
Our Stockists
Where can I find my nearest Stockist?
We have Stockists all around the UK. Enter your postcode find your nearest stockist by entering your postcode.
Can I return or exchange an item bought from a Stockist?
If you purchased a Fairfax & Favor item through one of our Stockists and would like to return it, we kindly ask that you contact the store, as your contract is with them. You can find their contact details on our Stockists Page to reach out directly.
HELP TOPIC
Our Events
Which events are you doing?
We are proud to be attending some of the premier events in the UK this year. To see which events we are attending, please head across to our Events Calendar.
Can I return or exchange an item bought from an Event?
If you have purchase from one of our show stands then please return your item(s) back to our main warehouse, you can register this via our returns Portal.
We offer a generous free 60 day refund policy for full price items bought directly from us. We also offer a free 60 day exchange policy for UK orders - unfortunately international orders are not eligible.
We simply ask that the items are unworn, in a resellable condition and include all original packaging. Please note that if the items are not returned in the condition they were sent to you, we will not be able to process the return.
If you have a potential warranty query with your item then please contact our customer service team - our events team are unable to accommodate with these queries.
Please note that any orders paid using cash will be refunded by a BACS transfer - Please contact our Customer Service Team for further advice.
We offer a generous free 60 day refund policy for full price items bought directly from us. We also offer a free 60 day exchange policy for UK orders - unfortunately international orders are not eligible.
We simply ask that the items are unworn, in a resellable condition and include all original packaging. Please note that if the items are not returned in the condition they were sent to you, we will not be able to process the return.
If you have a potential warranty query with your item then please contact our customer service team - our events team are unable to accommodate with these queries.
Please note that any orders paid using cash will be refunded by a BACS transfer - Please contact our Customer Service Team for further advice.
HELP TOPIC
Working With Us
I’d love to work for Fairfax & Favor! How do I apply?
We’re delighted that you’re interested in joining us. To see what job vacancies we have, please head across to our careers page.