Frequently Asked Questions
I only received part of my order, is my order split into two packages?
Our products can be sent from multiple locations depending on where you are in the world and whether or not it’s made-to-order or is being shipped from a warehouse. You can read more about how we source our products responsibly in our Sourcing Policy.
Do you ship worldwide?
Yes, we do!
There may be some shipping restrictions to certain countries due to legal restrictions or shipping carrier limitations. We currently cannot send to the following countries and territories;
Crimea, Luhansk, and Donetsk regions in Ukraine, Russia, Belarus, Ecuador, Cuba, Iran, North Korea, and Syria.
Unfortunately we are unable to ship to APO/FPO and PO Box addresses.
How long does shipping take?
We are working to get orders to you as quickly and safely as possible during the pandemic. For more information please see our Covid-19 dedicated page
Please check your local customs laws before ordering to determine what these additional costs may be.
Each order includes tracked shipping. This will either appear under our name, or our logistics partner Allegro Logistics. If you have any concerns about your order's status at all, please contact us using our contact page.
How are your products shipped?
Wherever we can, we use recycled and recyclable packaging to protect and ship your orders. As of April 4th, we use grass-based paper packaging where possible. Not all our packaging is recyclable yet, but we’re working towards using 100% recyclable packaging. You can see more about the way in which our products are sourced and shipped here.
Can I change the shipping address?
Yes, please use our contact page immediately after you place the order. Typically we are unable to change the address after a 24 hour period, sometimes less. Address info can no longer be changed if the order has already been shipped.
Can I change my shirt size or switch an item after the order is placed?
Yes, please use our contact page immediately after you place the order. Typically we are unable to change your order after a 24 hour period, sometimes less. Address info can no longer be changed if the order has already been shipped. Some special cases we may need to cancel your order and ask you to make a new order with the correct items. If your order has been shipped we will be unable to cancel your order.
I'm shipping to an EU address, will I get charged VAT?
No, we have now opted in to IOSS, effective as of 1st September 2021, and therefore you should not be charged VAT. If you believe you have mistakenly received a VAT charge, please use our contact page.
How are FRESH limiting the impact of Brexit?
We are working closely with our partners to ensure that Brexit has minimal impact on any orders placed on FRESH. We understand that customers will have lots of questions so we have answered a few of the most common ones below. If you have any queries, please reach out to our customer service team at email@example.com.
I am ordering an item that is fulfilled from the EU.
Currently we don't expect UK orders to be affected by Brexit although it may take a little longer for items to pass through customs if your order contains an item fulfilled from outside of the UK. You can find your item's fulfilment location in the description.
I am ordering an item that is fulfilled from the UK. Will Brexit affect my order if I am ordering to a shipping address in the EU?
If your item is fulfilled from the UK and you are ordering to an EU shipping address there may be a delay in delivery of your item as it passes through customs but we are working with our partners to ensure this process is as smooth as possible.
I'm shipping to an address outside of the United Kingdom or EU how long does it take?
It usually takes 14 - 20 days for international orders to arrive but due to the current global situation we are seeing significant delays. Please see our Covid-19 dedicated page for more information.
Customs clearance does not adhere to a time frame and can delay the delivery. It is sometimes possible for customs agencies to take up to or beyond a month to process some packages. Neither the shipping carrier or FRESH have control over the customs procedure.
What are Custom Fees/Duties/Taxes?
Customs charges may apply depending on your country. International shipments are subject to customs duties - these are taxes imposed on goods when transported across international borders.
Generally there are no extra taxes for your order. Most countries have a tax-exempt amount for personal shopping.
Please note that large orders or orders to countries with strict customs regulations may incur import duties. Import duties, taxes and charges are not included in the item price or shipping charges and are the purchaser's responsibility.
Discount codes cannot be used retrospectively and cannot be applied to previous orders.
Any orders submitted without discount codes cannot be amended.
All discounts and offers apply solely to personal orders. If an order is deemed to be commercial, we reserve the right to remove any discount from this order.
Offers cannot be used in conjunction with any other offer or sale.
You can use the Gift Card as full or part payment for goods purchased online at freshmerch.fm.
A recipient of a Gift Card must have a valid email address.
Payment for the purchase of a Gift Card will be taken immediately.
Your Gift Card can be used by you if you are the purchaser or you receive it as a gift.
The value of your purchases will be deducted from the balance on your Gift Card when presented; any remaining balance can be used against future purchases. Purchases and refunds outside the UK are subject to currency conversion at the prevailing daily rate.
If the order value exceeds the amount of the Gift Card, the balance must be paid by credit or debit card or charged to a credit account. If paying with a Gift Card and credit or debit card, your items will be charged at point of order not at point of despatch.
Where goods purchased online with Gift Card are subsequently returned, monies owing will be refunded in the form of a Gift Card, or refunded to the original method of payment.
This Gift Card cannot be exchanged for cash. The Gift Card cannot be returned and refunds will not be given.
Buying or redeeming a Gift Card is subject to our normal Terms and Conditions and order validation procedures. If it is not redeemed, the Gift Card will automatically expire 24 months after purchase.
Fourth Floor Creative Limited cannot accept responsibility for your Gift Card if it is lost, stolen, damaged or used without permission. It will not be replaced or its value refunded in any of these circumstances.
Any payment credited to the Gift Card which is subsequently dishonoured will result in the credit being revoked. This Gift Card remains the property of Fourth Floor Creative Limited and is not a cheque guarantee, credit or charge card.
Fourth Floor Creative Limited reserves the right to amend these terms and conditions and/or discontinue the Gift Card at any time. Your legal rights are not affected.
Fourth Floor Creative Limited reserves the right to remove, block or de-activate Gift Cards without notice if it has reasonable grounds to do so.