Contact Us

Before contacting us why not out check our FAQs...

Can I change my delivery address?

Unfortunately we are unable to change the delivery addresses for parcels once the order has been placed, due to the payment gateway checks.
Please note, any changes you make to your account after an order has been placed will not take effect.

Delivery information

Please allow 3-7 working days to allow for processing of your order, you will receive an email once the order has been sent. Delivery is FREE on orders of £25 or over, and £2.95 for all others (at selected times).

If you’re not in when your parcel is delivered, the carrier will leave you a card informing you that a delivery has been attempted. On this card will be instructions on how to obtain your parcel. If the parcel has been sent via UK Mail this should be with you the next working day, if you do not receive it within 5 working days please let us know by filling in the contact form below.

European orders
We welcome European orders.
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.
European orders will generally take longer to arrive than UK and Ireland orders so please allow 25 days before contacting us.

European orders can only be dispatched to the cardholders/billing address.
We may require additional security checks on European orders. This may require us speaking to you in person and asking you security questions. We may ask for proof of your address before despatching the order.

Cost for European orders.
Under £25: £5.00
£26 - £49: £7.00
Over £50: £10.00

Can I return items?

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. If you would like a different size in the item you have ordered, please include a cheque for £4.50 made out to Friend or Faux ltd for the return postage.

We will email you to let you know that we have received the item and have processed a refund or exchange.

Please include the invoice that came with the item and our Returns form**, 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. If you are unable to print off the returns form please include the invoice that came with the item as this has all relevant information that we will need to process the refund. The returns address is below, this is also on the form.

Friend or Faux Limited
Unit 5
Perth Court
Team Valley
Gateshead
Tyne & Wear

NE11 0NJ

*Resalable condition
**To download a returns form click here.

I have seen a product but it is no longer in stock?

With most of popular products they will run out fast so you will need to be quick and get the item before anyone else dose.

We have a wide range of items available at Friend or Faux. We will keep the site up todate with all the latest stock levels.

Has my order been sent?

As soon as the order has been dispatched you will receive an email with all the information you should need for your order.

For most, orders are sent the same or next day but some may take 3 to 7 working days to process.

Changing or cancelling an order.

If your order has not been sent out you may cancel or change the item for a different size. If you would like to change the item for a different colour, you will have to place the order for that colour and let us know so we can cancel the original order. You can let us know by filling out the contact from below.

Something is wrong with my order.

If you order has not arrived within the 5 working days (25 working days outside of the UK) of placing it please let us know by filling in the contact form, there may be a problem with the carrier finding your address, please make sure you add in your order number for our references.

If your order is wrong or missing an item, please fill out the form below with your order number and name, letting us know what has happened

You have emailed me about my payment what has happened?

We use a payment gateway called Sagepay to take the online payments, security checks are done when the order is placed. If for any reason the payment is flagged we may request further information.

We may also request we send the item to the card holder/billing address again this is down to security reason.

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