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Delivery

  • How much does delivery cost?
    Free Standard Delivery on all orders over £50

    £3.50 Standard Delivery on all orders under £50

    £5.00 Express Delivery

    We will only charge you once for delivery per order regardless of how many parcels we send to you.
     
  • How long does Standard delivery take?
    Your order will be delivered by Royal Mail, typically within 3-5 working days* from despatch.

    We will send you an email to let you know once we’ve packed your items and they’re on their way to you, this is usually within 2 working days*.

    Please note our deliveries require a signature.

    * working days are Mon – Fri and exclude UK Bank Holidays
     
  • How long does Express Delivery take?
    Your order will be delivered by Royal Mail typically within 1-2 working days* from despatch.

    We will send you an email to let you know once we’ve packed your items and they’re on their way to you, this is usually within 1 working day*. If your order is placed before 12noon on a working day* we will endeavour to despatch the same day.

    Please note our deliveries require a signature.

    * working days are Mon – Fri and exclude UK Bank Holidays
  • How can I track my order?
    Once your order is on its way to you, we will send you an email which will contain a Royal Mail tracking number. If you click on the tracking number, it will take you to the Royal Mail portal and advise you where your parcel is. You can also access this tracking information in the My Account area of the website, if you have an account with us.

    If your order is coming in more than one parcel we will advise you which items are in which parcel and provide you with a tracking number for each parcel.
  • Can I request a delivery date or time for my order?
    Unfortunately, we don’t offer this service currently but hope to in the near future.
  • Will all my items come in one parcel?
    Your items may arrive in more than one parcel, on different days, due to us having more than one warehouse. We will advise you by email, and also in My Account, if your items are in one or more parcels so you know what to expect. We will also tell you exactly which items will be in each parcel and provide you with a tracking number for each of them.
  • Which countries does Fantasie deliver to?
    At the moment we only deliver to the UK but hope to expand our delivery countries in the near future.
  • What are your last dates for guaranteed delivery before Christmas?

    Standard Delivery: We recommend ordering before 9am on Wednesday 18th December ‘19 to guarantee delivery before Christmas.
    Express Delivery: We recommend ordering before 12pm (midday) on Friday 20th December to guarantee delivery before Christmas.

Returns

  • Do I have to pay to return items to you?
    Returns are completely free and simple to do as we provide a free returns label and form in every parcel, no need to print anything yourself. We understand that you want to try items on at home and that getting the right fit is crucial, so we believe returns should be free and hassle-free.
  • How long do I have to return my order?
    Please return your unwanted item/s to us within 28 days of receiving them using the pre-paid returns label included in your parcel.
  • How do I return items to you?
    We’ve tried to make our returns process as easy as possible with just three steps;

    1)    Returns Form
    Simply fill in the returns form which was enclosed in your order, telling us which items you are returning, and include this with the garments you are sending back to us. Our delivery bags have an additional sticky strip so you can use this to easily package them up.

    2)    Label
    Peel off the pre-paid label from your returns form and put it on your parcel (ensuring you cross out the original delivery label on the bag, so it’s clear for Royal Mail)

    3)    Postage Receipt
    Take your parcel to your most convenient Post Office branch and they will do the rest. You will be given a postage receipt, make sure you keep this safe until you’ve received your refund as this is your proof of return.

    Once we’ve received your parcel we will try our best to process your refund within 3 working days*, and send you an email to let you know once this has been done.

    Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control. Your refund will be credited to the same card you used to place the order.

    Please return your unwanted item/s to us within 28 days of receiving them. Items must be returned in re-sellable condition: unworn, unwashed and with all labels and tags still intact. Items must be tried on over your own underwear for hygiene reasons. Items can only be returned if the protective hygiene seal has not been removed.

    * working days are Mon – Fri and exclude UK Bank Holidays
  • How long will it take to receive my refund?
    Once we’ve received your return parcel we will try our best to process your refund within 3 working days*, and send you an email to let you know once this has been done.

    Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control.

    Your refund will be credited to the same card you used to place the order.

    * working days are Mon – Fri and exclude UK Bank Holidays
  • Can I track my return?
    We will send you an email once we’ve processed your return which will detail the refunded items, amount and the card it has been refunded to. You can also view this information in the My Account area of the site, if you are a registered Customer.

    To track your parcel prior to this, you can use the Royal Mail reference number from your proof of postage receipt.

    https://www.royalmail.com/track-your-item#/
  • I don’t have a returns label, what should I do?
    Contact our friendly Customer Services team and they will happily provide you with a new returns label. We can either send you one by email for you to print at home or we can post one out to you, whichever you prefer.

    You can contact us on 01536 766791 or by email at customerservice@fantasie.com
  • I don’t have a returns form, what should I do?
    You could print off your Order Confirmation email that we sent you or include a handwritten note, whichever suits you best. The important thing is that you include the following information;

    -    Order Number
    -    Your name & address
    -    Contact number 
    -    Which items you are returning (please tell us the size and product code from the tag which will begin with FL or FS)
  • Can I exchange an item/s?
    If you’ve realised you want something slightly different, simply return the item/s you no longer require to us within 28 days of receiving them using the pre-paid returns label provided and then place a new order for the items you want.

    If the items you want happen to be out of stock, we offer a stock alert service. Simply click on the size you want and enter your email address in the form which pops up. We’ll then send you an email as soon as that size comes back into stock (service available on full price items only).
  • What is your returns policy?
    Please return your unwanted item/s to us within 28 days of receiving them using the pre-paid returns label included in your parcel.

    Items must be returned in re-sellable condition: unworn, unwashed and with all labels and tags still intact. Items must be tried on over your own underwear for hygiene reasons. Items can only be returned if the protective hygiene seal has not been removed.

    Please view our full returns policy

     
  • How do I return a faulty item?
    Firstly, please let us sincerely apologise. We pride ourselves on the quality of our garments so we are very disappointed to hear your item/s haven’t met your expectation.

    Faulty items can be returned to us within 12 months of the purchase date. Faults which develop after 12 months would be classed as general wear and tear from use. Please check that you have followed the care instructions on the garments label before returning to us, as if this has not been adhered to we’re afraid we cannot accept the fault.

    To return the items to us, please follow the below process;

    1)    Please include the original returns form if you have it or, if you don’t, please print an order confirmation email or a handwritten note if that’s more convenient. 

    The important thing is that you include the following information;
    -    Order Number
    -    Your name & address
    -    Contact number 
    -    Which item/s you are returning (please tell us the size and product code from the tag which will begin with FL or FS if possible)
    -    Details of the fault

    If you are unsure about anything please don’t hesitate to contact our friendly Customer Services team on 01536 766791 or by email at customerservice@fantasie.com

    2)    Please package up the item/s and the returns form/note in suitable packaging and if you still have your pre-paid label from your returns form, attach that to the package. 

    If you no longer have the pre-paid return label, then please contact our friendly Customer Services team and they will happily provide you with a new returns label. We can either send you one by email for you to print at home or we can post one out to you, whichever you prefer.

    You can contact us on 01536 766791 or by email at customerservice@fantasie.com


    3)    Postage Receipt
    Take your parcel to your most convenient Post Office branch and they will do the rest. You will be given a postage receipt, make sure you keep this safe as this is your proof of return.

    Please wash worn faulty items before returning to us, unhygienic garments will not be examined by QA and these will be returned to the sender.

    You will receive an email to let you know once your refund has been processed. Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control. Your refund will be credited to the same card you used to place the original order.
  • Do you have an extended Christmas Returns policy?
    Our returns period has been extended until 31st January '20 for all orders placed between Thursday 28th November '19 and Friday 20th December '19.