Terms & Conditions
Terms and Conditions
Registration & Security
You'll need to tell us a few things about yourself before you can pay for items from the site. Once you have registered you will receive an e-mail asking you to verify your account. Inside this email is a link which you must follow (or copy into your browser if you receive emails in plain-text format). All this means is that we can be sure that you have registered the correct email address and can receive order notifications after you have paid for your order. Once registered, we'll have your details ready for the next time you return.
After finding items from the shop that you wish to buy, you will be asked to verify your billing and delivery address. Note: you cannot have separate billing and delivery addresses for the first time you use our site or if you live outside the UK. Once you have checked all your details are correct, just enter your credit/debit card details, press 'order' and you will be transferred to our online payment providers, SagePay. We'll automatically send you an email to confirm your order once payment has been made.
We do not take nor hold sensitive credit card information on this site; that job is handled securely by our online payment provider SagePay. Their security policy can be read at http://www.sagepay.com/security_policy.asp.
If you live anywhere outside the UK and wish to make an order, please be aware that the customs authorities in your country may charge you Import Duty and/or other additional related charges. As the buyer and the importer, you are responsible for paying any such costs. These costs are outside our control, and vary from country to country. Please contact your customs office if you require further information.
Worldwide orders will generally take longer to arrive than UK and Ireland orders so please allow 10 days before contacting us.
Worldwide orders can only be dispatched to the cardholder's/billing address.
We may require additional security checks on worldwide orders. This may require us speaking to you in person and asking you security questions. We may ask for proof of your address before dispatching the order.
Although we do everything in our power to ensure the content of the website is current, occasionally items may be out of stock. If any part of your order is unavailable, we will email to inform you and your card will only be debited the amount of the available items.
We do our best to accurately represent the items in our photography. However, as we have no control over our customers' monitor settings (colours, resolution, etc.) we cannot guarantee colours will be exactly as they appear on our website. Furthermore, some of the items we sell have a 'vintage' or 'distressed' finish which commonly have some variety in production.
Returns Policy (Internet Orders Only)
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund upon receipt and examination. Please include the invoice that came with the item and our Returns Slip**, this will help us process you return. If you require a different product you will need to place a new order online and return the original item for a refund. Delivery charges are non-refundable.
**To help Friend or Faux process your Return please download print off and fill in the Returns Slip. This can be used to return unwanted, faulty or mistake items, we can process returns without a Returns Slip but this may take longer to process, if you are unable to print off the Returns Slip please include the invoice that came with the item, as we would have no way of tracking it if you do not.
Please return items to:
Friend or Faux Returns
Tyne & Wear
Download a returns form here.
Faulty or Wrong Item
If the item you received is faulty or is not what you originally ordered, please e-mail firstname.lastname@example.org quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Please allow 2 working days from receipt of a return for us to process a refund. Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your order confirmation email was sent). After receiving the return confirmation email, please allow a further 4-7 working days for the refund to be credited to your account.
This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we may send a cheque to your billing address.
Part of your order is missing
Regrettably mistakes can happen. If you have received your order and an item is missing, please email email@example.com quoting your order number and the missing item, and we will investigate the matter further. The item may have been out of stock, which if this has happened, will be refunded and you will receive an email confirming this.
If you are returning a non-faulty item to us for a refund, then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty or is not what you originally ordered, please e-mail firstname.lastname@example.org, quoting your order number, your name and address, details of the product, and details of the fault/mistake. We will then advise on how to proceed with the return.
Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
We are pleased to hear from our customers and are always grateful for any time you spend providing us with the feedback we need to ensure our customers are completely satisfied - we want you to return to the site and to recommend us to your friends and family. If you have any questions or feedback please do not hesitate to contact a member of the Friend or Faux customer service team, who will be delighted to answer any questions you may have.
Phone us (Internet enquiries) on: 0191 4914332
Use our online contact form to contact us directly.
Write to us at:
Friend or Faux Limited
Tyne & Wear
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Our Registered Office:
Friend or Faux Limited
Tyne & Wear
Vat no: 126357515
Company reg no: 7841722