FAQ

Frequently Asked Questions (FAQ)

Have a question? Below you’ll find answers to the most common inquiries.
If you can’t find what you’re looking for, feel free to contact us at support@fashionbylondon.com

Shipping & Delivery

1. Do you ship within the United Kingdom?

Yes. Fashion By London serves customers exclusively within the United Kingdom. We currently do not ship outside the UK.

2. Is shipping free?

Yes. We offer free shipping on all UK orders. There is no minimum purchase required.

3. How long does delivery take?

Orders are typically processed within 2 to 3 business days, Monday to Friday.

After dispatch, delivery usually takes 4 to 9 business days depending on your location.
The total estimated delivery time is 6 to 12 business days.

Please note that during busy periods, delivery times may be slightly longer.

4. What is the order cut-off time?

Orders placed before 18:00 (GMT+1 London) on business days are processed according to our standard processing time.

5. Can I track my order?

Yes. Once your order has been shipped, you will receive a confirmation email with tracking details. You can use this information to follow your delivery progress.

6. Do you deliver to PO Boxes or collection lockers?

No. We only ship to standard residential or business addresses within the United Kingdom. We do not ship to PO Boxes, APO, FPO, DPO addresses or parcel lockers.

7. What if my package is delayed, lost or arrives damaged?

If your order has not arrived within the expected timeframe, please first check your tracking information.

If there is still an issue, contact us at support@fashionbylondon.com and we will investigate with the carrier.

If an item arrives damaged or incorrect, please email us within 7 days of receiving your order and include your order number and clear photos. We will arrange a replacement or refund as appropriate.

Returns & Refunds

8. What is your return policy?

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

Items must be unused, unworn, in their original condition and packaging, including tags.

To start a return, please contact support@fashionbylondon.com.

Items returned without prior approval will not be accepted.

9. Who pays for return shipping?

If the item is damaged, incorrect or faulty, we will cover the return shipping costs.

For all other returns, such as change of mind, return shipping costs are the responsibility of the customer.

10. How long does it take to receive a refund?

Once we receive and inspect your returned item, we will notify you if the refund is approved.

If approved, refunds are processed to your original payment method within 10 business days.
Please note that banks or card providers may take additional time to post the refund.

If more than 15 business days have passed since approval, please contact us.

11. Do you offer exchanges?

We do not process direct exchanges. The fastest way to receive a different item is to return your original item and place a new order once the return has been approved.

Payments

12. What payment methods do you accept?

We accept the following payment methods:

  • American Express

  • Visa

  • Mastercard

  • Maestro

  • Apple Pay

  • Google Pay

  • Shop Pay

13. In what currency are payments processed?

All transactions are processed in GBP (British Pounds).

If your bank account is in another currency, your bank may apply conversion fees.

14. Are my payments secure?

Yes. All transactions are protected with SSL encryption. We do not have access to your full card details. Payments are securely processed through Shopify’s secure infrastructure.

15. What should I do if my payment is declined?

Please double-check your card details, billing address and available funds.

If the issue continues, contact your bank or card provider. You are also welcome to contact us at support@fashionbylondon.com for assistance.

Privacy & Security

16. How do you protect my personal information?

We take data protection seriously. Your information is processed securely and in accordance with our Privacy Policy.

We do not sell or rent your personal information. Transactions are encrypted and processed securely.

Contact Information

If you have any further questions, please contact us:

Email: support@fashionbylondon.com
Phone number: +447418635371
We aim to respond to your inquiries within 24 hours.

Store name: Fashion By London
Warehouse Address: 14 Homestead Rd, Caterham CR3 5RL, United Kingdom

Company name: AKA-Diensten
Company number: 71553800
Company Address: Europalaan 22 Unit: 8539, Utrecht, 3526KS, The Netherlands

Customer Service Hours
Monday to Friday: 09:00 - 18:00 (GMT+1 London)
Saturday and Sunday: Closed