FAQ’s

cosmo sweatshirt chalk pink | fwp by rae

General Purchasing Questions

  • Can I Machine Wash My Clothes

    Yes you can! Please read our page on Caring For Your Clothes

  • Do you offer 24 hour delivery?

    We can sometimes offer 24 hour delivery. As we are a very small business we don’t always post out every day of the week, so the 24 hour option may not show.

    If it isn’t showing at checkout you can email us on orders@fwpbyrae.com to request 24 hour, and if we are able to offer it that day then we can turn it on so that you can complete your order using this option.

    24 hour orders need to be placed BEFORE 2.30PM. Any 24 hour orders placed after this time, on a weekend or a bank holiday will be dispatched the next working day.

  • What is your returns policy?

    You can find all details including our returns address on our returns policy page here – DELIVERY AND RETURNS

  • Why do sizes sell out so fast?

    We try to keep on top of stock levels, but we try not to over produce in order to avoid wastage, always running small batches and especially on new lines.

    We have a waitlist on each product and can see when there is demand for an item and can usually turn around new batches within a couple of weeks so it is always best to add your email address here.

  • How long will my order take to arrive

    We try and process orders the following working day and if not then the day after (working days are Monday – Friday not including banks holidays). However sometimes it can be an extra day, especially if we have a lot of orders, for example if there has been an online pop up event, or if it is the main school holidays.

    If your order is a PRE-ORDER item, then the earliest dispatch date is noted at the time of ordering.

    Everything is posted Tracked 48 hours and once handed to Royal Mail it is usually 2-3 working days from then. You should receive an email saying your item has been dispatched along with a tracking link. Please make sure you have typed your email address in correctly as everything is automated and if there’s a mistake you won’t receive either an order or delivery confirmation email.

  • Can I exchange an item if it doesn’t fit me

    Yes of course. Return it to us 2nd class just get a receipt from the post office as proof of postage. Once we receive it we will send out the new size if it is available.

    Or you can order again and return the other items for a full refund. This is usually the fastest way and guarantees that you won’t miss out especially if stock is low.

  • What are your working hours?

    We operate the business Monday – Friday not including bank holidays. We will answer emails between 9am and 5.30pm.

    We are a really small business, and although active on Instagram, we don’t work around the clock. Rae is a single mum working full time, and even though she tries to keep communication going with all customers, like everyone she needs time to switch off. This is why we ask you not to send messages regarding orders over social media.

    If you email us with an enquiry over the weekend we will get back to you on the Monday.

    In the school holidays we don’t post out every day, especially in Summer, so please be aware that deliveries may take a day or 2 longer.

  • I received a damaged or incorrect item

    On the rare occasion that the wrong item/size is sent out, or you receive one that has minor damage that went unnoticed, please inform us straight away. We will send out the correct/new item and ask you to send the original back to us.

    We will then refund your postage due to it being our error. However, please do not pay for next day signed as we will only refund standard price postage up £3.50. You can use this link to buy postage. We recommend Tracked 48 hour.

    A t-shirt is up to 250g sent large letter. A sweatshirt up to 500g small parcel.

     

  • How is your sizing

    As so many of us are different shapes within certain sizes it’s difficult to always get it perfect. We give a rough guide size but it is always best to go with the measurements at the bottom of the product page.

    Always pay attention to the style of the item too, as not all are the same and are made, for example, as loose fit/standard fit/slim fit.  Therefore it will depend on how you want it to sit on your body. There is always a fit guide in the descriptions on the product page.

    You can read more HERE regarding sizing

  • How do we get in touch?

    It is always best to email orders@fwpbyrae.com. We ask that you do not contact us through social media as this is not monitored for such activity and we can not keep tabs on requests via these platforms. In order to properly monitor order or product enquiries, please only use the above email.

  • Do you ship outside of the UK

    We do but you will be responsible for paying taxes and duties at the delivery point. These fees are not included in the price and it is the buyers responsibility to pay them before your package is released to you. Please look out for any emails from your local shipping companies who will use the details you supplied to us when ordering.

    If an item is sent back to us due to incorrect information or failure to collect we can not re-send the item without paying postage to re-send.