WHAT PEOPLE ASK ABOUT WEB DESIGN
Do you ship internationally?
Yes, we do. Please ensure that you enter your full address including zip codes, cities, states in order to avoid confusion.You willl receive an email with your tracking number, so you can check where your order is.Your order will require a signature, so be aware of your local post offices/mailing centres in case you aren't in at the time of your delivery.
I think my mail is lost- I haven't received my parcel yet?
Once your order has been sent, we are no longer responsible for lost mail. If you have not yet receieved your items we recommend you get in contact with Royal Mail.
Where is my order being dispatched from?
All of our orders are shipped from the United Kingdom.
Can I change my delivery address after placing my order?
As we are aware that our customers want their items ASAP, we work extra hard to ensure that your items are dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any details once the order has been confirmed (so always double check before you click 'place order' at the checkout. However, if you still require our assistance, please send over the order number and what exactly needs to be changed to firstname.lastname@example.org and we’ll try our best to sort this for you!
It is business as usual at FiitMe. With the coronavirus creating uncertainty, we want to ensure we keep our customers up to date with our couriers latest advice:
- Where possible, select a safe place for your parcel to be delivered.
- If you are self-isolating, a friend or family member can sign for your parcel if they can provide your ID. Alternatively, they can leave this at your doorstep and stand a few feet back whilst you receive this from your doorstep.
How do I track my order?
Thank you for your purchase/s! Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. Please note, it may take up to 24 hours for your tracking information to update.
What is your returns policy?
What is your returns address?
17 Protea Way
Are returns free?
UK returns can be sent back via your local post office using the returns address sticker included in your parcel. However, this service is not paid for so it is your responsbility to ensure the item/s get sent back to us. We recommend using recorded or tracked shipping services, as we won't be held responsible for any items that get lost. For international returns outside of the UK , we do not provide free returns labels and cannot be held responsible for any return postage costs.
I have lost my invoice. How do I get a new invoice?
Oh no! Not to worry. Just insert a note into your package with your full name,order number and the reason/s for returning your order. We will then process this for you immediently!
How do I return my order for an exchange?
Need to swap an item? no problem! Fill out the returns label stating what item you wish to exchange with colour detailing and size, and will process this for you. Please bare in mind, if this new item is out of stock, this will be refunded instead. If your exchanged item is of a higher value than your returned item, this will also be refunded instead.
My exchange is incorrect?
We are so sorry to hear this! Please can you send a photo of the incorrect items, the package this was delivered in and your invoice included in the parcel to email@example.com. We will then work to process this for your as soon as possible!
My refund is wrong
Sorry to hear that we have sent you the wrong amount for your refund. Please send over a photo of your returns postage receipt to firstname.lastname@example.org along with the names of the item/s you returned. We will then sort this out for you immediently.
Can I get my refund on a different card?
No. Unfortunetaly, we can only refund you with the original method of payment, that you supplied at the checkout! If you have lost or cancelled your card, this will not affect your refund as your bank will be able to transfer your payment over to your new account. You can discuss this further with your payment provider.
Have you received my return?
We will send an email as soon as we have receievd your refund. Once a refund/exchange has been issued we will then send another email. If for some reason you do not receive any of these updates, we recommend checking you returns tracking number or send us an email to email@example.com.
How long it takes for my refund or exchange to be processed?
Our refunds and exchanges are processed within 5 working days of us receiving the item(s) back . Please note that weekends aren’t included in working days and we only begin this countdown when the items are receievd , not when they were posted back, so please bear this in mind especially if you’re returning internationally!
Product and Size
What size should I order?
We provide a size guide to ensure our clothing fits our customers perfectly! All our items generally fit true to (UK) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item, according to the models sizing.
Can I buy your items off other websites?
No, all our items are designed and made in our factories. We do not use any marketplaces to sell our items, so any websites using our images, will not be dispatching our items. We’d never want our customers to be deceived by another online retailer. To ensure you receive FiitMe quality we recommend only ordering from our website directly.
I received the wrong item
My item has arrived damaged or faulty
Oh no! We are very sorry your order arrived damaged. We do our best to package our products securely with the highest quality packaging materials. But unfortunately, sometimes things do still get damaged during the shipping process. Please send over your order number and an image of the damaged item (ensuring the FiitMe tag is visible in the pic) to firstname.lastname@example.org. We will get a replacement item shipped out to you straight away!
My item has become damaged after wear
We’re sorry to hear your item has become damaged after wear. We are extremely confident on the quality of our items and truly believe they should last a long while! Please attach an image of the damaged item in an email to email@example.com and we will ensure the issue gets resolved immediently.
An item is missing from my package
This is extremely concerning as all packages are checked thoroughly prior to being dispatched. Please send over your order number to firstname.lastname@example.org and confirm whether the package appeared tampered with and our team will be able to investigate what has happened and have this sorted for you as soon as possible!
Can I cancel or alter my order after I have placed it?
As we are aware that our customers want their items ASAP, we work extra hard to ensure that your items are dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click 'place order' at the checkout. However, if you still require our assistance, please send over the order number and what exactly needs to be changed/cancelled to email@example.com and we’ll try our best to sort this for you!
Why was my order cancelled?
We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours (this time frame is controlled by your bank and isn’t something we can speed up unfortunately!).
Payment and Discounts
What payment methods do you accept?
Do you have any discounts?
We often share any discounts/sales on our social media or via our email subscriptions. To not miss out please sign up to our newsletter!
What do I do if I am charged incorrectly?
We are sorry to hear this! We recommend checking the currency and total cost of your basket before you checkout, as we can only take payment for the amount displayed in your basket. If your email confirmation/invoice appears with an alternative amount, this is likely to a misprint. Your bank statement should show what amount was actually taken.
The price has changed since I have ordered?
As an online retailer, we sometimes may decide to change our prices due to demand and trends. Unfortunately, this means we will be unable to amend an item price, once it has been ordered.
I have forgotten my password/I can't sign in
Sorry to hear you are experiencing this issue. We can sort this for you! Please can you send the email address that you signed up with to firstname.lastname@example.org. We will then send you a link to reset your password.
Is it possible to unsubscribe from your emails?
Sorry to hear you want to unsubscribe from our exciting updates! If you really want to miss out on our latest collections and discounts, you can simply do this by clicking 'unsubscribe' at the bottom of our emails.
How do I delete my account?
If you would like to deactive your account with us, Please send your email address and billing address to email@example.com. We can then deactive your account and send you a confirmation email!
Is it possible to change the currency on your website?
Yes! As a UK brand we use GBP as our standard currency. However, you can change the currency by clicking the 'GBP' button in the top right hand corner of the home page. We recommend doing this before adding items to your basket, as changing currency after we clear your basket!
What should I do if I can't place an order?
We are sorry to hear you are experiencing this issue! We would first recommend refreshing your browser and trying again. If the issue still occurs, we suggest using a different device or payment method. If you receive any further error methods at the checkout, this could be because your payment provider is declining the transacation. Please ensure all information is correct, including your bank details, name and billing address. Perhaps even try paying with PayPal!
How do I receive free clothing?
Unfortunately, we do not send everyone free clothing in return for content. We will reach out to influencers or members of the public ourselves. However, we will always share on our socials when we are doing competitions to win free clothing! We recommend tagging us in your social posts, where you are wearing our clothing to be featured in our feeds.
How do I enter a competition?
How are winnners selected?
Winners must have followed all the entry rules and requirements. They are chosen at random after the competition has closed. For competitions which involve participants to share to their story, must be on public. We will update each competition post with the winner, after they have confirmed receipt of winning the competition. This usuallly will take up to 24 hours. Winners who do not respond in 48 hours, will then have to forfeit the prize and we will then select a new winner!
Am I able to promote FiitMe on my social media?
If you wish to be featured in any of our social media feeds , we encourage you to tag @fiitmelimited in your posts. We will be looking for ambassadors to promote our clothing via social media, so this will allow us to see your tags more clearly!
Can I model for FiitMe?
We work with a small number of models, most whom have existing relationships with us! We will be occasionally scouting for new ambassadors, so recommend tagging @fiitmelimited in your posts to increase your chances of being spotted. If you would like to collaborate with us, always feel free to contact us via our social media or email!