Customer Care – Femss
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WORLDWIDE SHIPPING More info

Customer Care

Femss is committed to delivering not only the highest quality clothing for women, but a service that is unrivaled.
If you can't find the answer to your question below, then reach out and we will be happy to help.

FAQ

Do I need an account to place an order

No, you may check-out as a guest but we recommend creating an account to make it easier to track your orders and make your life a little simpler next time you shop with us.

I've forgotton my password

We have all done it !! If you‘ve forgotten your password, just follow the ‘Forgotten password’ instructions on the ‘Sign In’ page to reset.

Can I amend or cancel my order

Depending on the status of your order, it may be possible to cancel an item or change it to a different size.

Please note, we’re unable to combine existing order's.

If you wish to make any changes please contact us as soon as possible via email customercare@femss.co.uk or our Live chat.

How do I contact your PR or wholesale team

You can send an email to the following addresses:

*Press and media: press@femss.co.uk

*Potential contributors - photographers, fashion journalists or editors: connect@femss.co.uk

*Potential stockists: stockist@femss.co.uk

What packaging will my order be shipped in

Shopping online doesn't have to loose the spark and excitement of shopping in store, so here at Femss we have made our unboxing a special one.

I have a Question about Clearpay

We chose Clearpay for Femss, due to their stringent, clear and responsible messaging about their service

Our pieces are staples made to be timeless, and we wanted to ensure our investment pieces are accessible to everyone.

Clearpay offer .

Shop now.

Pay later.

Always interest free.

Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply).

Check out out complete Clearpay FAQ before making a purchase

Shipping questions

How much is shipping

Premier- £9.99

Tracked 24 hour - £5.99

Standard - £4.50

Free shipping ( Domestic only)Applicable to all order over £50

Europe Economy - £9.99

Europe Express -£13.00


USA Economy - £15.00

USA Express - £24.99

UAE Express - £24.99


ROW Economy - £15.00

ROW EXPRESS - £24.99

How long will my order take

We aim to dispatch your order the next working day ( please note during sales and busier times this may be extended) The following time frames apply after dispatch

Premier - Delivery between 9am and 1pm next working day Monday to Friday

Tracked 24 hour - Next working day delivery aim, Please note if ordered after 1pm dispatch same day is not guaranteed

Standard  - Receive your purchase within 3 business days.

Free shipping - Dispatched using our standard shipping option 

Europe Economy - upto 10 wokring days.

Europe Express - 3-5 working

USA Economy - upto 12 working days

USA Express - 3-5 working days

UAE Express - 3-5 working days

ROW Economy - upto 12 working days

ROW EXPRESS - 3-5 working days

The above times are estimates given to us by our couriers. Please note, working days do not include weekends or bank holidays.

Where is my order

You can check the status of your order via your tracking details . If you are not at home when your item is delivered a card will be left with instructions on having your order re-delivered or what is needed to pick up form your local depot . Some services allow you to have your item delivered to a safe place or neighbour.

Do you cover customs charges and tax on international orders

At this time, customs charges and taxes are the responsibility of the customer.

Delivery partners

We partner with Royal mail in the UK , the UK’s sole designated Universal Service Provider. 

When do they deliver.

Royal Mail aim to make one delivery every day, Monday to Saturday to all UK homes with mail before 4pm. They do no deliver on Sundays or public holidays.

If your not home

If you’re not at home, they will attempt to deliver your item* to your neighbour and leave a card. If they can’t deliver to them, they will leave a card and take the item back to the Customer Service Point. You can then either collect it or arrange a Re-delivery (full details will be on the card). 

* some items can not be left with neighbour 

 

If we can’t deliver your mail or you don’t collect it, we hold on to mail at the Customer Service Point for 18 days, after this time the item will be returned to the sender.

 

Signatures during covid19

Royal Mail usually ask customers to sign for deliveries on a digital screen. However, due to the current coronavirus situation, in order to protect both their staff and customers as much as possible, they will not be handing over hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature:

 

International shipping 

Royal Mail works with trusted delivery partners to deliver your international mail. After your item has left the UK, you may find more detailed tracking information on Royal Mail delivery partner’s here.


You can find the most up-to-date information form Royal Mail here.

Express Orders via UPS

Every day, around the globe, we are delivering what matters. AtUPS, we are committed to doing more to help the communities where we work and live.

How do I track my order

You can track your item, via your account or using the information sent in your shipped email. pLease note some services have limited tracking available.

Returns questions

how long do I get to return an item

We have a 28-day return policy, which means you have 28 days after receiving your item to request a return. Returns are not free and we advise you use a tracked service.

Can I exchange my item

The fastest way to ensure you get what you want is to use our quick and simple return system , simply email us at exchange@femss.co.uk .

Subject : Exchange * your order number*

Tell us the item your wanting to exchange and the item/size and colour you wish to exchange for.

You will receive an email confirming your exchange has been confirmed, a link to pay any additional costs, and label to return your items. Exchanges are not free, however we will cover the cost of shipping your new order to you (domestic only)

How do I request a return

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@femss.co.uk using *return* as the subject. If your return is accepted, we’ll send you return shipping information, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unfair returns

Any items that have signs of wear , tags removed or damaged will not be accepted , the item will be returned without refund at a cost to yourself.

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them,  or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

How long will my refund take

Once an item is received and quality checked you will receive an email within 48 hours to let you that we are processing your refund.

Refunds will be credited to the payment method used to place the order and will exclude the initial delivery cost.

Please note that the refund time frame may vary depending on the payment method and processing times between payment providers:

CREDIT CARD: Our bank will credit your account within 10 working days of receipt of your items

PAYPAL: Your refund will be visible in your PayPal account within 24 hours of your refund email being sent

All sales taxes and/or duties are included in your refund.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

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