FAQ

1.1	How much does shipping cost?	Shipping costs depend on the weight of the item(s) ordered. You can check this by adding the item(s) to your shopping cart and clicking the "Estimate Shipping" button to bring up a shipping estimate page. If you're outside the UK you'll either need to be logged in or select your home country from the country list and click "Update" on the estimate page to get an accurate quote. Certain light but valuable or bulky items may cost more to ship - see individual item pages for details. You will always be able to see the exact cost of shipping before you pay.
1.2	How long will my order take to arrive?	Most orders are dispatched same day if ordered before 3.30pm (Working days not weekends or bank holidays). Some articles may need to be transferred from our warehouse which can result in a slight delay to items being dispatched, If we do have any issues with your order we will be in touch as soon as possible. If you require an item by a specific date, please state this in the 'special instructions' box during checkout and we will endeavour to expedite the item for you. In the UK we dispatch by Royal Mail Tracked 48 or Royal Mail Tracked 24 depending on the option selected during checkout - this has a projected delivery time of three working days for Tracked 48 or two working days for Tracked 24 deliveries. Special Delivery Next Working Day is available to all UK destinations on deliveries up to 1.9kg - please select this during checkout, this is a next working day delivery by 1pm - you will need to order by 3.30pm the previous working day to have your order arrive the next working day. Orders placed on Friday may arrive on Saturday or Monday depending on Royal Mail - if you require a Saturday Guaranteed Special Delivery please contact us to arrange this - a £3 surcharge will apply, this will be added to card payments or invoiced to your PayPal account. Orders over 1.9kg use Parcelforce 24 instead of Special Delivery - this should still arrive the next working day but may be later in the day than Special Delivery. Please note that Parcelforce do not deliver on Saturdays - if you require a Saturday delivery of an order exceeding 1.9kg in weight please contact us for assistance. High value and bulky orders may be sent by Parcelforce 48 hour delivery to UK addresses at no extra cost at our sole discretion - a signature will be required on delivery. Courier delivery times vary but are typically 2 working days for UK addresses - if you need a more urgent delivery we can normally upgrade to 24 hour delivery at no extra charge - please contact this if you require this service. Please note Parcelforce do not deliver at the weekend so an order placed on Friday will normally arrive Tuesday or Monday if urgent delivery is requested. Certain items that are too long or large for Royal Mail will automatically be sent by Parcelforce and charged for accordingly. Overseas orders are sent by Airmail or Tracked/Tracked & Signed/International Signed For depending on your country for lighter items depending on the option selected during checkout. We will use a courier for heavier / higher value items and orders. Depending on your location, it may be cheaper to place two smaller orders that can be sent Airmail/Tracked than one larger order that requires a courier - please use the "Estimate Shipping" button when adding items to your shopping cart to check this. A signature may be required on receipt. Delivery times will vary depending on Destination Country but are typically 4-5 working days. Imports into your country may be subject to import duty if you are not within the EU. You are liable for any duties that may be imposed. Click on your country's flag on the main page for guidance. If your country is not listed, please email sales@fetshop.co.uk for information. Please also check our shipping information page for additional help. Please note regardless of the shipping method used, all shipping times are approximate and subject to factors beyond our control.
1.3	What should I do if I need an item or items urgently?	The best thing to do is to phone us directly on 023 9279 7790 during office hours. We can then check stocks and advise as to whether we can help. Please choose the Special Delivery or Parcelforce 24 option during checkout if available for fastest delivery to UK addresses - if you are ordering on a Friday using Special Delivery and require delivery on Saturday please state "Saturday Guarantee Required" in the "Special Instructions" box - there will be a £3 surcharge for this service that will added to your card payment or invoiced to your PayPal account. For overseas destinations always use the Tracked option if you require the item urgently as in addition to tracking these orders get priority handling in the UK's and other countries postal systems. Please note regardless of the shipping method used, all shipping times are approximate and subject to factors beyond our control.
1.4	How can I make sure I order the correct size?	You can check our clothing size and boot size charts for guidance. Individual items may also have their own individual size conversion charts as well. If you're not sure what size you should order, email sales@fetshop.co.uk with the item(s) and your measurements and we will try to help. See the next section if despite this an item doesn't fit and needs to be returned.
1.5	How can I pay?	We accept all major credit & debit cards (except American Express) & PayPal. Cash (Pounds Sterling, US Dollars or Euros only) may be sent at your own risk by prior arrangement - we strongly recommend some type of secure postage for cash. Payment by direct bank transfer is also possible - contact us for details. UK customers ONLY may pay by postal order - again contact us for details. Sorry we no longer accept cheques.
1.6	Why can't I add a particular size and/or colour item to my shopping cart?	Our stock control system is fully dynamic, if a particular size and/or colour of an item is not currently available or has temporarily sold out, the system automatically prevents you from adding it to your cart to avoid disappointment when we cannot send it to you. Please note that if you add an item to your cart and it sells out before you checkout, our system will remove the item from your cart as it's no longer available.
1.7	Why did my shipping go up so much when I added another item to my order?	Due to Airmail weight limits, any delivery over 1.9kg has to be sent by Courier. This tends to be much more expensive than Airmail, especially to certain destinations. It may be more cost effective to split your order into two or more orders for shipping - just place separate orders to do this.
1.8	I'm outside the EU. Can you declare a lower value on the Customs label or label it as a gift so I don't pay import duty?	Sorry, we are unable to do this. If your customs authority suspects or discovers that the goods in your order have been misdeclared they are entitled to seize and destroy them without notice or compensation. To avoid this possibility we always make an accurate customs declaration when exporting outside the EU. It may be more cost effective to make multiple smaller orders rather than one big order depending on the allowance your country gives before imposing duties but this may of course result in higher shipping costs.
1.9	Can I have tracking on my delivery?	All UK deliveries are now sent with a tracking number - you should receive this automatically from Royal Mail, Parcelforce or ourselves on dispatch of your order. Overseas customers please select the Tracked option during checkout. Courier deliveries include tracking at no extra cost.
1.10	Why are certain items available to UK customers only?	This is for various reasons - some items are literally too heavy for normal couriers to deliver (such as certain bulky furniture) and we are unable to make arrangements to deliver them outside the UK. Some items are prohibited from airfreight such as nail polish due to safety restrictions. Replica guns are not sent outside the UK as when x-rayed, they can look like real firearms causing security alerts. Other items are simply too long for Airmail size limits and courier delivery is not cost effective for the value of the item.
1.11	Why did I get an email saying I'd requested a restock of an item when I didn't?	If you try and add more of a particular item than we have in stock to your shopping cart (often accidentally by clicking the "Add to Cart" button more than once) our system auto-detects this and reduces the number in your cart to the in stock quantity and requests a restock of the additional amount. If you don't require the additional stock, just ignore the email and any follow up email you may receive telling you the item has been restocked - this system does not create an order and you are under no obligation to respond to the restock notification.

Exchanges & Returns
2	How do I exchange or return an item or items?	Goods may be returned for a refund / exchange within 28 days of receipt to the address that was provided on your invoice. This is on the condition that they are returned unused (in their original packaging if appropriate). Please include in the parcel a brief note to explain why you are returning the item and how you would like us to proceed. It is not necessary to contact us in advance to say you are returning a item, unless you need further assistance, if your return / exchange is urgent (see note 2.1) or the item is DAMAGED (see note 2.4). Please mark the parkage (On the outside) ‘REFUND’ or ‘EXCHANGE’ as appropriate. If you fail to do this your return may take longer to process. (Exchanges are processed earlier in the day - before post is collected. Refunds are processed later once the post has been collected on a Tuesday, Wednesday, Thursday and Friday). If you are sending boots back in the actual box they came in, please cover the box in something to protect in transit and do not apply labels directly to the box itself. Please note: Returning Items - We are not responsible for items being lost in the post or for the cost of the return postage. We do however cover the postage cost of the replacement goods sent to you. For damaged goods please see note 2.4 Important Notice for Overseas Customers: Returning goods from outside the EU - It is most important that the packaging containing the returned items are marked clearly as RETURNED GOODS, Failure to do this may cause customs charges to be applied to the returned consignment. In the event of this happening, Fetshop may at it's sole discretion deduct the charge from any refund due. All Returns should be sent to:- FETSHOP 230 Fratton Road Portsmouth Hampshire PO1 5HH Customer Helpline 02392 815413 (Office Hours) Please note we are unable to accept returns of lingerie, bodystockings, makeup, used toys/equipment (unless faulty) and earrings for pierced ears for hygiene reasons.
2.1	Need a very quick replacement?	Emergencies happen! Normally for an exchange the replacement item is sent out when we receive the returned item. The quickest way to speed up this process is to buy the second required item as normal. We will then dispatch this item the same day as the order is received. With method there is no rush to send back the first incorrect item and no waiting period. (Clearly mark on the package for Refund and include a note as to reason for return).
2.2	Corsets	Try corsets on over a t-shirt, and do not lace them tightly when checking the fit. Corsets that have been tight laced cannot be returned 'as new'.
2.3	Christmas	With Christmas presents the return limit is 28 days from the 25th December. Please note that goods that show signs of excess wear above and beyond the time frame will not be exchanged or refunded.
2.4	Damaged Goods	Apologies, for whatever reason these things happen. If an item is faulty or damaged, please contact us ASAP to resolve the problem. Please do NOT return damaged or faulty items without authorisation as we may not require the item to be returned to resolve the problem.

Visiting Us
3	Can I visit the shop?	Yes - We have a shop at 230 Fratton Road, Portsmouth, PO1 5HH (Part of Angel Clothing - please ask for Brian as he runs Fetshop). We are happy for people to just pop in, our sales staff are always happy to help. However we would recommend making an appointment for multiple items and fittings, as a large quantity of the items we stock are not on display. Making an appointment means we can collect all items from the warehouse in advance, confirming we have correct sizings and colours etc. You can contact us either by telephone on 023 9279 7790 or email sales@fetshop.co.uk . Details of our location and opening times can be found here We are also happy to arrange visits outside of normal opening hours, weekends and evenings subject to staff availability.

Registration, Login & Payment Problems
4.1	I'm having problems registering?	Please click here to open a new blank registration window and try filling in the form again. Note that the fields marked with a red star are required. If you're outside the UK make sure you select your home country first to correctly configure the rest of the form. If you still cannot register please either email your Name, Address, Telephone Number, Email (and preferred password if any) to sales@fetshop.co.uk or telephone us on 023 9279 7790 (+44 23 9279 7790 if outside UK) and we will set up an account for you.
4.2	I'm already registered but can't login?	Make sure you're using the same email you registered under to login with. If you've forgotten your password, click the "Forgot your password?" link under the login section to request a new password. If you're still having problems email us at sales@fetshop.co.uk with as much information as you can about your account and we will try to help.
4.2	I'm having trouble paying?	If you're having problems making payment, please try switching from card to PayPal payment or vice versa - often if there's an issue with one payment method the other will work. For card payments, please double check the card number, expiry date and security code are correct. For PayPal payments please make sure the funding source for your PayPal account is working and the details are up to date - it may be easier to transfer sufficient funds into your account in advance to cover your purchase and pay using your balance if you are having issues. If you are using PayPal Express checkout, please make sure the information in your PayPal account is 100% complete and up to date - if your name and address are incomplete this can cause issues during checkout - try using our standard checkout and selecting the PayPal payment option if Express checkout won't work. If you are still having issues, please call us on 023 9279 7790 during office hours or email us at sales@fetshop.co.uk

Privacy

What is your privacy policy?

Fetshop holds certain information on customers in order to efficiently process orders and deal with queries. This includes, but is not limited to information such as Name, Address, Telephone Number, Email addresses and other information of this nature. This information is kept private and is not shared with any 3rd parties except as necessary to effect delivery of your order.

We never share your information with any other businesses for any other purpose apart from delivery, and will only contact you in relation to your orders with the information you supply for this purpose.

We will only send you a newsletter when you sign up for this service on registration with our website. To unsubscribe follow the link in your email confirmation or email us at sales@fetshop.co.uk with the subject line "Mailing List Removal".

Other Questions
6	I have a question that's not answered here?	Please email us at sales@fetshop.co.uk for assistance.