Frequently Asked Questions
- How do I contact Customer Services in the ecommerce department?
You can contact us in one of the following ways:
Online: Via our contact us form
Telephone: UK Freephone: 0808 129 3515
Outside the UK: +44 (0) 207 632 2800
US Free Toll Number: 1-866-650-9552
9am - 5.30pm Mon-Thu, 9am - 5pm Fri GMT
If your question is regarding an existing order, please include your order number.
- Is it safe to shop online at fredsthreads.co.uk?
Yes. We use industry standard Secure Socket Layer (SSL) encryption; details such as your name,address and other critically sensitive information are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows in the status bar or address bar of your browser, (please check your individual browsers help pages if you are unsure where the padlock should appear). We do not hold any details of your Credit/Debit cards on our database to ensure your maximum security. All Credit/Debit card payment processing is actioned by our PCI payment provider Sage Pay.
- Do I need to create an account to shop with you?
Yes. You can browse our website and add item(s) to your basket without creating an account. Once you proceed to checkout and need to enter in personal details and submit payment, you will be asked to set up an account at this stage. This ensures your online shopping is safe and secure, and gives us the information needed to delivery your order to you. Once an account has been created, you can view and track your orders, store multiple shipping addresses, manage your newsletter subscription & wish list, and update your account information.
- What is my username?
Your username is your email address.
- What happens if I forget my password?
- How do I change details on my fredsthreads.co.uk account?
- How do I sign up for your newsletter?
If you want to be kept informed of seasonal launches, special collections & collaborations, sale information and more, you will need to create an account. You don't have to buy anything, but when you do want to start shopping, your details are already on our system.
- Do you have a size guide/conversion charts?
- What size is displaying against each footwear product?
All footwear sizing on the product detail pages are shown in UK sizes. Please see our footwear conversion chart to work out your equivalent size.
- What currency are your prices online?
Prices are displayed in British Pound Sterling (£). Any purchases made on the fredsthreads.co.uk website will be charged in this currency.
- Do you sell gift vouchers?
At present, Fred Perry does not offer gift vouchers.
- Do you offer a gift wrap service?
No, we do not currently offer a gift wrap service.
- Do you offer student discount online?
No, Fred Perry does not currently offer any student discount online.
- What are Verified by Visa and MasterCard SecureCode?
Verified by Visa and MasterCard SecureCode protect your card twice when you shop online - firstly with a personal message, and secondly with your own secret password. If your card supports Verified by Visa or MasterCard SecureCode, and you have signed up for one of these schemes, a form should appear after you have entered your credit card details asking you to enter your password to confirm your identity.
If you have not signed up for either scheme, a form may appear asking you to sign up with your bank. You can choose to do this immediately, or continue with your purchase and sign up later.
If the form does not appear, your browser may be stopping it. If you find yourself waiting on the page that appears after you have entered your credit card details for more than a minute, please click the button to continue with 3D-Secure checks.
To find out more about Verified by Visa and MasterCard SecureCode, please visit these links:
- Where can I find my nearest Fred Perry shop?
Please click here or on 'shop finder' in the header or footer of this website.
Ordering & Delivery
- How can I pay for my order?
We accept Visa, MasterCard, Visa Debit, Solo, Maestro, American Express (AMEX), Visa Electron and PayPal.
- Am I charged for the items as soon as I order them?
Yes, as soon as your card is authorised and the order completes, your card will be charged.
- Can I order from overseas?
Yes, we deliver to a range of international locations. For a complete list of all delivery countries and costs click here.
- I don't have a postcode - how do I place an order with you online?
We appreciate that customers living in certain countries e.g. Eire, don't have a postcode. As this field is mandatory, simply add a dash (-) into the field so that you can place your order successfully.
- Can I cancel or change my order once it's been placed?
Unfortunately we are unable to change or amend any orders once they have been placed.
We can cancel your order, providing it hasn't been despatched from our warehouse. Please contact Customer Services, who will do their best to stop your parcel. If your item(s) has already been despatched, simply send it back to us by following our returns procedure.
- I have more than one order – can they be shipped together?
Unfortunately we are unable to ship orders together as they are processed by our warehouse at different times.
- Can I ring Customer Services in the ecommerce department and place my order through them?
Unfortunately our Customer Services team is unable to place orders over the phone. Please shop online at fredsthreads.co.uk or visit one of our shops.
- I added an item to my bag and now it has disappeared
If you are simply browsing our site and are not logged in, any item(s) placed in your bag will disappear after 1 hour. If, however, you are signed in to your account, any item(s) placed in your bag will stay for up to a month, but may become out of stock if the item is purchased by another customer.
- If I put something in my bag, is it reserved?
No, if something is added to your bag it is not reserved. The item can be purchased by another customer if it is not purchased by you.
- I have ordered something but have previously seen it on your website at a different price?
Unfortunately we do not offer price adjustments, so the price stated on the site at the time of purchase is the final price. Customers are welcome to return any item(s) for a refund.
- My payment has been declined
Firstly, please check that the card details you entered are correct and the billing address matches up exactly with the information held by your card issuer. If the problem still occurs then please try another card. If you are still experiencing a problem after trying both of these options, then please contact Customer Services.
- What happens if the payment screen is timing out or appears frozen?
In a small number of cases, this may occur when connecting to your card issuer's page during their additional security check, and is probably due to your preferences set with your current browser. Please try using another browser, such as Firefox, Internet Explorer or Safari. If you are still having problems then please contact Customer Services, making sure your contact details are included and as many of the following details as possible:
- Your Operating System (e.g. Windows 7, Mac OS X)
- Internet Browser (Internet Explorer 8, Firefox, Safari, Chrome)
- The URL you were trying to access (e.g. https://www.fredsthreads.co.uk/checkout/onepage/declined/)
- What time the problem occurred
- Any error message that appeared on screen (simply cut and paste into your correspondence)
- I have tried to place an order and haven't had an order confirmation but money has left my account
Please contact Customer Services, who will check to see whether your order has been placed successfully. If you failed to reach the order confirmation screen (and receive an order number), it is likely that your order has not been successful. If this is the case and money has been removed from your account, please be assured that it will be returned. The funds will be on hold with your bank, and they will release them back into your account in due course. Fred Perry will only keep the funds if an order number is produced, and a successful order placed.
- Do I have to pay for delivery?
Delivery costs vary depending on which country your order is delivered to and the delivery method that you select.
Option Cost Time Notes Courier UK Next Working Day FREE Next Working Day Order by 3pm DPD UK Next Working Day By 10:30am £10 Next Working Day By 10:30am Order by 3pm DPD UK Saturday Delivery £6 Next Saturday Order by 3pm Friday DPD UK Sunday Delivery £6 Next Sunday Order by 3pm Friday DPD
Destination Option Cost Time Courier UPS Access Point Standard Delivery FREE 2 – 4 Days UPS UPS Access Point Express Delivery £8 1 – 2 Days UPS Home or Work Standard Delivery FREE 2 – 4 Days UPS Home or Work Express Delivery £8 1 – 2 Days UPS Destination Option Cost Time Courier Jersey & Guernsey Standard Delivery FREE 2 Days UPS Northern Ireland Standard Delivery FREE 2 Days UPS
For a complete list of countries that fall under the above destinations, please click here.
- How do I know when my order has been shipped?
When your order is despatched from our warehouse, you will receive an order tracking email, which details how you can track your parcel on the DPD or UPS websites. Alternatively log in to 'My Account', where the status of your order will say 'complete' instead of 'processing'. Click on 'View Order' against this order to find you’re tracking number, which you can then use to track your parcel on the DPD or UPS websites.
- How long will I have to wait for my order to arrive?
This will depend on the delivery method chosen and the delivery destination.
When selecting a delivery option during checkout you will be provided with the estimated delivery date for your order.
You will then be provided with a tracking number in your order dispatch email which can be used to track the progress of your order on the DPD or UPS websites
- Do you deliver to BFPO addresses?
Unfortunately we’re currently unable to deliver to British Forces Post Office Boxes. We’re working hard to offer this service in the near future.
- Will I be charged import duty?
We ship to all countries outside of the EU on a DDU basis (Delivery Duty Unpaid). This means that you are liable for any local sales taxes or import duties which may be charged on your item(s). We have no control over these charges and cannot confirm how much the charges may be. You are also responsible for providing any information required by customs to ensure the goods are cleared. Occasionally goods may be subject to delays, due to customs or weather.
Fred Perry cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. As the customer, you are responsible for paying the duty.
Customs policies vary widely from country to country so we recommend you contact your local customs office for more information.
- What do I do if my order hasn't been delivered after the specified time?
Late deliveries could be due to a number of reasons. In the first instance please check to see where your parcel is with DPD or UPS. Log in to 'My Account', click on 'View Order', and then use your tracking number to track your parcel on their respective websites. The tracking information will state if there is an issue with your order. If it has left our warehouse, and you feel it's 'severely overdue' please contact Fred Perry Customer Services, quoting your order number, and we will investigate further.
- Do I have to sign for my parcel?
Yes, all deliveries require a signature.
- What if I am out when the courier tries to deliver?
If you are out when DPD or UPS try to deliver, they will leave a card which contains their contact information and details about how to receive or request a re-delivery. Please contact DPD or UPS directly to organise a convenient re-delivery date.
- Can I send my parcel to a different address?
Yes, you have the option when ordering to choose a different delivery address to your billing address. After entering your billing address during step 1 of the checkout process, choose 'ship to different address'. Then continue to step 2, entering in your shipping/delivery information.
- Can I have my items delivered to more than one address in the same order?
No, you can only enter in one delivery address per order. If you need to enter in different delivery destinations you will have to place a separate order for each shipping address.
- My delivery is missing an item
Please contact Customer Services, stating the style/colour that is missing, your full name, contact details and order number, so that we can look into this urgently.
- I have received a faulty item
We want all our customers to be completely satisfied with their goods, so if you believe there is a fault with an item you have received, please contact Customer Services, stating the style/colour of the faulty item, your full name, contact details and order number, so that we can look into this immediately and get an alternative sorted out for you.
- I have received an incorrect item in my order
If you have received an incorrect item in your order, please contact Customer Services as soon as possible.
- Is the delivery cost per item or per order?
The delivery cost is per order.
- Can I have a VAT receipt/invoice for items purchased online?
No. Unfortunately, VAT receipts/invoices are not available for items purchased online.
- Can I claim VAT back on my purchase made online?
No. Due to restrictions imposed by our tax authorities, VAT refunds are not available to customers that have purchased Fred Perry goods via the internet.
Returns & Exchanges
- What is your returns policy?
At Fred Perry we want you to be delighted every time you shop with us. Occasionally though, we know you may wish to change your mind.
If you need to return an unused item you can do so within 28 days after delivery, for an exchange or refund as required. We will refund the monetary value of the items returned to us, at the price you purchased them, together with the delivery charges (if applicable). Though, if you chose a faster delivery option, you will only get the basic cost of delivery returned to you.
Under the EU Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. You must let us know in writing by email to Customer Services, stating your wish to cancel the contract and ensuring you quote the order number in all correspondence. We will refund you the original purchase price and any delivery charges if applicable. If you have already received the goods, you will need to return the entire order at your cost or via Collect+, a free returns service offered to UK customers.
The goods must be returned in the same condition as received and if possible with all packaging. Fred Perry reserves the rights to refuse a refund or exchange if the goods returned are deemed to have been damaged, worn or tampered with. This does not affect your statutory rights.
If you are returning an item because of an error on our part or because it is faulty, we will be happy to refund your costs incurred in sending it back.
Please note that we are only able to exchange an item for the same style in a different colour/size.
- How do I return items via Collect+ (UK only)?
Return your unwanted items as conveniently as possible at a Collect+ drop off point in one of 4,500 local corner shops. With many stores open 7 days a week with flexible hours, Collect+ offers a simple alternative to the Post Office at absolutely no cost.
To return your unwanted items through Collect+:
- Clearly mark on the delivery & returns note included with your order which items you are returning; the reason for returning them and whether you would like an exchange or refund. We are only able to exchange an item for the same style in a different colour/size. Please ensure this form is enclosed inside your parcel before sending.
- Carefully peel off the Collect+ label and attach it to your parcel, ensuring that all original delivery labels are covered to avoid confusion.
- Find your nearest Collect+ store at www.collectplus.co.uk.
- Take your parcel to one of the 4,500 local corner shops offering the Collect+ service, where you will be given a receipt and tracking code to monitor your parcel online.
- What's your policy on returning items by Post (UK only)?
Fred Perry does not cover the cost of returns by post as we offer a free returns service via Collect+ (see above). You may make your own arrangements to return items via Royal Mail. Clearly mark on the delivery & returns note included with your order which items you are returning; the reason for returning them and whether you would like an exchange or refund. We are only able to exchange an item for the same style in a different colour/size. Please ensure this form is enclosed inside your parcel before sending. For your protection we advise that you use a recorded delivery service and obtain a 'Proof of Posting Certificate'. We cannot accept liability for goods that get lost or damaged in transit back to us.
The address to return items to is:
Fred Perry Returns Department
DHL Supply Chain
- How do I return items delivered to an international address?
Fred Perry does not cover the cost of international returns by post. Please return your items via the Post Office, not a courier service as your parcel could become stuck in customs and you will be responsible for any fees incurred. Clearly mark on the delivery & returns note included with your order which items you are returning; the reason for returning them and whether you would like an exchange or refund. We are only able to exchange an item for the same style in a different colour/size. Please ensure this form is enclosed inside your parcel before sending. For your protection we advise that you use a recorded delivery service and obtain a 'Proof of Posting Certificate'. We cannot accept liability for goods that get lost or damaged in transit back to us.
The address to return items to is:
Fred Perry Returns Department
DHL Supply Chain
- Do I have to pay for returns?
Fred Perry offers a free returns service via Collect+ to UK customers. Customers living outside of the UK are responsible for any costs in returning items back to us. However, if you are returning an item because of an error on our part or because it is faulty, we will be happy to refund your costs incurred in sending it back.
- Why wasn't I refunded the delivery charge when my return was processed?
We will refund you what you paid for the goods but not the delivery charge (if applicable), except in cases where the order was cancelled under the Distance Selling Regulations, or if the entire order was faulty.
- Am I able to return items to one of your stores?
Orders placed online using PayPal as a payment method cannot be returned to store.
Orders placed using payment methods other than PayPal can be returned in the following UK shops: Ashford, Bicester, Bluewater, Brighton, Bristol, Cardiff, Cheshire Oaks, Glasgow, Liverpool, Livingston, London (Covent Garden, Newburgh Street, Seven Dials, Spitalfields, Stratford & Westfield), Manchester, Nottingham, Portsmouth and York.
For further information and guidelines regarding returns via a Fred Perry UK shop, please click here.
- I have been refunded the incorrect amount
We are very sorry if we have made a mistake with your refund. Please contact Customer Services who will try to get this resolved as soon as possible.
Please remember that the delivery charge (if applicable) will only be refunded if the order was cancelled under the Distance Selling Regulations, or if the entire order was faulty.
- How do I know you have received my returned goods?
We will email to notify you as soon as your return has been processed by our warehouse.
In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, or up to 21 days if posting from outside the UK, please contact Customer Services, who will look into this as a matter of urgency. If you returned your parcel back via a tracked service such as Collect+, please state the tracking/reference number when you contact us.
- I bought an item from a non-Fred Perry store and it is faulty, do I send it back to you?
Your first action is to return the item back to the store. If you have any issues, please contact Customer Services who will try to help you further. Please include the store name, address and contact telephone number, together with the style number (e.g. J1234) of item(s) you are having problems with.
- How do exchanges work?
Along with the item you wish to return for an exchange, please enclose the delivery & returns note inside your parcel. State clearly that you would like an exchange, give the reason for the exchange and detail the item you would like to receive in exchange for the item purchased. We are only able to exchange an item for the same style in a different colour/size. Once we receive your return at the warehouse we will get in contact with you and process your request. For further and more detailed information about making an exchange, please click here.
- How long will it take for a return to show on my account?
Once we receive your parcel, it will be processed within 8 working days (during busy periods this can vary). Please allow an additional 2-5 days for the credit to post to your account, as each bank's processing times varies. Please note that we do not have any control over this part of the process. We are not liable for, and cannot take any responsibility for, any bank charges that you may incur during the refund process.
- Can I get my refund processed onto a different card?
Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account details have expired
- The original account no longer exists
- I have lost my delivery & returns note
If you have misplaced the paperwork included with your order, click here to download a blank delivery & returns note and follow the instructions on the form. Please remember to write your order number clearly on the form, as we need your details to process your return/exchange. Then enclose the delivery & returns note in your parcel with any returned item(s).