Here at Fathersons we pride ourselves on getting back to all customers enquries within 24-72 hours. However please see below a list of Frequently Asked Questions that you can find the answers to instantly:
What courier company do you use?
We use DHL for all our UK and International deliveries.
What countries do you deliver to?
We ship worldwide. (Subject to certain states/ countries that our couriers do not yet cover) If your country is not listed at checkout. Please contact us and we will look into whether DHL can deliver to your destination.
Do you deliver to PO Box addresses?
No, unfortunately we cannot deliver to PO Box addresses.
Do you deliver to BFPO/APO addresses?
No, we cannot deliver to military addresses.
Do you deliver to Freight Forwarding addresses?
No, we cannot deliver to freight forwarding addresses.
Do I have to pay duty/taxes charges?
If your order is being delivered within the UK you will not pay duties fees.
If you are based outside the EU and your parcel requires duties/taxes at customs this is payable by you as the customer.
If your country is part of the European Union you should not incur any additional charges, as duties/taxes is covered by Fathersons.
Do I have to sign for delivery?
Yes, we will require a signature upon delivery for all goods shipped. (COVID-19 regulations applicable)
DHL can deliver to certain destinations without obtaining a signature from the customer. PLEASE NOTE - if you are given this option and no signature is collected, either leaving in a safe place or with a neighbour, you agree to our terms and conditions and confirm that Fathersons Clothing can leave your package(s) outside your shipping address or with a neighbour without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur.
Can I track my shipment?
Yes, once your order is dispatched from our warehouse you will receive an email notification from DHL including your tracking number. So you are able to track/follow your parcels journey.
Can I change my delivery address once my order has been placed?
No details including the delivery address can be changed once an order has been placed. Your order can be cancelled by you, the customer through your order confirmation email and you are free to place a new order with the new desired address. If this is not done/ cancelled before our warehouse fulfill your order, your order will be sent to the address that was originally provided by you at checkout.
All returns should be sent back within our Fathersons original packaging if possible.
Please ensure when returning the parcel that the items are secured within the parcel and our returns address is clearly visible.
Returns will only be accepted back as long as ALL tags have not been removed, the items are in there original condition/unworn.
Please do not spray items with fragrance/ deodorant any items returns with an smell/odour or marked will be returned to you.
Returns that are damaged, or appear worn will not be accepted and will be returned to the customer at your cost.
Before your order leaves our warehouse it is fully checked by our packing team. If you receive an item which is damaged please contact us immediately.Can I return my order to you?
If you are not fully satisfied with your order, we give our UK customers up to 30 days (after the receipt of goods) to return the product(s) to us for a REFUND or EXCHANGE FOR A SIZE CHANGE ONLY after trying them on. We only authorise returns that are returned in the same condition as received, with original tags attached and placed back in original packaging. Products must be returned to us in a re-saleable condition (i.e. with no visible wear and tear/damage).
- Please note – UNDERWEAR is non-returnable due to hygiene reasons
Please note if you return your items outside of the 30 day return period, you will be given store credit, no refunds will be given for late returns.
*If tags have been removed or tampered with in any way - this deems the item non-returnable*
Can I exchange my items for another style?
We offer exchanges for a SIZE CHANGE ONLY. We do not offer exchanges for other items/styles. If you wish to purchase a different item please return your unwanted goods for a refund, and you are free to place a new order for your desired items.
How many times can I exchange my items?
We can only send out ONE EXCHANGE free of charge to UK addresses. We are not able to exchange an item more than one time. If exchanged items are returned for another size exchange the item/s will be refunded to you for you to re-order if this is necessary.
We do not offer exchanges to NON-UK customers -
IF YOU ARE NOT FULLY SATISFIED WITH YOUR ORDER, WE GIVE OUR INTERNATIONAL CUSTOMERS UP TO 45 DAYS (AFTER THE RECEIPT OF GOODS) TO RETURN ANY UNWANTED ITEMS.
If you are based outside of the UK we recommend returning your order to us using the DHL returns label included in your parcel, as this will ensure there are no customs delays and your item will get back to us quicker. Please note - if you choose this service you will be refunded the value of your items MINUS £24.99 for using this service which will be deducted from the retail value of the item/s you return to us. (Please see full information regarding our International returns information via our Returns Policy page)
Can I return Underwear/boxers?
No, all UNDERWEAR purchased is non-returnable due to hygiene reasons
How long will it take to process my exchange/refund?
We aim to processed all returned parcels within 24-48 hours of receiving (excluding weekends)
Refunds - Although refunds are processed instantly on our system, this can take 3-5 working days to reach your account depending on who you bank with.
Exchanges - Are arranged to be sent out with 48 hours of processing, you will receive a exchange notification email of when your exchange has been processed.
What is Fathersons return address?
Our full returns address is -
Galaford Ltd/Fathersons Clothing
Davidson way, Romford
Refunds will be credited back to the original method of payment used to place the order.
The original shipping charges will not be refunded.
If you have been charged duties and taxes these will not be refunded.
You will be notified by email once your return has been received and processed.
What do I do if my item arrives faulty?
If you receive an item which is damaged please contact us immediately via our customer service email firstname.lastname@example.org. Please stated the full name used to place the order along with your order number and photo evidence of the faulty item you have received so we can look into investigating and resolving issue for you.
PLEASE NOTE: If you return a faulty item to us before emailing us and allowing us to arrange a collection for the item, we will not be able to cover the cost of your postage/return.
Can I purchase Gift cards for your store?
Unfortunately we do not currently offer gift cards for our store.
Do you offer gift wrap?
We do not currently offer gift wrap, however, your order will arrive in a FS logo outer bag and each item is packed in clear FS logo packaging.
Do you offer wholesale?
We an exclusively run online store only, and do not offer wholesale.
DHL has requested further information from me?
DHL may sometimes contact you directly if they require further information from yourself regarding your delivery. If they cannot reach you they may then email us and we will contact you. Some examples of information they may request
- Gate code - on apartment blocks/ private estates.
- ID checks (copy of Passport/ driving license)
- For customers ordering to India - we require ADHAAR number (this must be included in the notes section from placing your order)
- For customers ordering to Brazil - we require CNPJ/CPF number (this must be included in the notes section from placing your order)
- For all customers ordering to Brazil and Indian - if you forget to enter the following ADHAAR/ CNPJ/CPF at checkout, you MUST email us this necessary information in order for us to send our your order to you.
A discount code will only be activated at checkout if entered by YOU the customer. If you fail to enter this discount code, we are unable to refund the difference in cost our end at a later stage. So we recommend double checking if the code has been successfully added before completing your order on our store.