text.skipToContent text.skipToNavigation

FAQs

Need some assistance? Discover the answers to our most frequently asked questions below...


Orders

  • I'm having trouble placing an order, what do I do?
    If you're having trouble using our website, please contact our friendly Fantasie Customer Service Team on email or call us on 01536 766791 and we'll be on hand to help you throughout the order process. We're open Monday-Friday 9am-5pm (excluding bank holidays). Please provide details of the issue you are experiencing including information about what device (Laptop, iPhone etc) and browser (Google Chrome, Safari etc) you are using.
  • Can I change or cancel my order?
    Once your order has been placed, we work hard to get this out to you as quickly as possible, which means it isn't possible for us to make changes to your order. However, if your order is still in our warehouse, we may be able to cancel it so you can place a new one instead. Please contact us as quickly as possible so we can do our best to help you.
  • Where's my order?
    We'll keep you up to date with email updates throughout the order process so you know when your parcel gets despatched. You’ll also be able to track your order by clicking the tracking link in your despatch confirmation email. Alternatively, if you have an account, you can log into ‘My Account’ and visit the 'Order History' page where you can view details of your order and track the delivery.
  • What happens if my order is faulty or incorrect?
    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. Please contact our Customer Service Team as soon as you discover a fault or issue and we'll endeavor to sort any issues out straightaway. For more information on faulty returns, please read our full Delivery & Returns FAQs.

Delivery & Returns

  • What postage options do you offer?
    All of our parcels are delivered by Royal Mail on a signed for service. Our Standard Delivery option costs £3.50 or is FREE when you spend over £50 and will be delivered within 3-5 working days from despatch. For those times when you can't wait for your items, our Express Delivery option costs £5 and will be delivered within 1-2 working days from despatch.
  • Can I change the delivery address on my order?
    We try to be super quick on sending your order out to you and often it will not be possible to change the delivery address, however please contact our Customer Service Team on 01536 766791 and we will do our best to help.
  • I have not received my delivery within the specified time period, what do I do?
    Please allow 3-5 working days from despatch for Standard Delivery orders to arrive, and 1-2 working days from despatch for Express orders. If you have not received your parcel after this time, please call us on 01536 799761 or email customerservice@fantasie.com so we can investigate this for you.
  • How do I return an item?
    We've tried to make our returns process easy with 3 simple steps. Find out more about how to return an item here.
  • Do I need proof of postage for my return?
    Yes, please make sure you obtain proof of postage with a tracking number for any parcel you are returning to us. This will help us to quickly resolve any issues that may occur related to late and lost returns.
  • What happens to my refund if my card is no longer in use?
    When a card is lost, stolen or cancelled we can still refund that card, as long as the account is still open. However, for security reasons we can't process your refund to a different card.



For further information and details about our Delivery and Returns please click here.



Payment

  • What payment methods do you accept?
    You can pay for your order by Visa, Mastercard and Maestro. All orders are placed in a secure environment and to protect our customers, your bank may also request that you are screened using 3D Secure (MasterCard SecureCode and Verified by Visa).
  • When will my card be charged for my order?
    The funds will be ringfenced on your card when the order is placed, and you will be charged for the items when we despatch your order. If part of your order is sent to you in a separate parcel, we will process two separate charges, but we will always only charge you once for postage, no matter how many parcels we send your order out to you in.


 


Account

  • Do I need an account to shop online?
    No, you can shop with us as a Guest using our Quick Checkout option. You will have the opportunity at the end of the checkout to create an account if you wish, so next time you shop with us you can enjoy a faster checkout, online order tracking and more.
  • I've forgotten my password, what do I do?
    If you have forgotten your password, you can reset it by clicking here and choosing 'Forgot your Password?' Simply enter your email address and we'll send you an email with password reset link. If you have not received a password reset link within 24 hours, please contact us.
  • How do I change my personal details?
    You can update your personal details, such as contact information, email address and delivery addresses by logging into your account.
  • How do I unsubscribe from emails?
    To unsubscribe from our marketing emails, please click the link at the bottom of one of the newsletters. You can also unsubscribe by logging into your account and clicking 'Update Personal Details'. If you experience any problems, please email us at customerservice@fantasie.com.



Looking for some fitting or style advice? Explore our Advice pages to learn all about our sizes, styles and bra fitting FAQs.