FAQ’s

cosmo sweatshirt chalk pink | fwp by rae

General Purchasing Questions

  • Can I delivery to a safe place?

    Yes you can and there is an option to add a note to do so, or with your tracking link you can request to have your order delivered on a convenient day. If you do choose to use the safe place option please note that we can not be held responsible if your order goes missing after being left there at your request.

  • Klarna Payments cancelled

    Sometimes an order is automatically cancelled and this is usually due to the payment not being completed via Klarna. Orders are held for a maximum of 60 minutes and then automatically cancelled after this time, so always check with your Klarna account that the necessary steps have been taken.

  • How long does a Pre-Order take to arrive?

    If an item opens up for pre-orders, when you select your size a date will show as to when it is arriving in stock.

    This date is the earliest that it will be posted out but does usually go out that day or the following day.

    NOTE; If you have another in-stock item in your order we will not send this out beforehand, the full order will go out once the pre-order item arrives so please bear this in mind.

  • Can I Machine Wash My Clothes

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

  • Do you offer 24 hour delivery?

    Yes we offer a 24 hour option and orders need to be placed BEFORE 12.30PM. Any 24 hour orders placed after this time, on a weekend or a bank holiday will be dispatched the following 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 by the following working day (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 a big sale or popular item back in stock

    If your order is a PRE-ORDER item, then the earliest dispatch date is noted at the time of ordering. Please remember that any non pre-order items will not be sent separately.

    Everything is posted Tracked 48 hours unless you have chosen 24 hour, 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

    We don’t offer an exchange service, however, you can order again and return the other items for a full refund. If you email us on orders@fwpbyrae.com and re-order the other item you want to swap to then we can refund your postage on that 2nd order. We will only refund on the standard 48 hour cost and will only do this once per order.

     

  • 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.

  • 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.