Please find below some FAQs. If you have a question that isn't listed below then please contact us via the website, by e-mailing firstname.lastname@example.org or call 07724 670 614 and we'll get back to you as soon as we can.
DELIVERY & SHIPPING
How can I contact you?
Please use the contact form on the site. Alternatively, you can give us a call on 07724 670 614 and leave your name and contact number or you can e-mail us at email@example.com. Please include your full name, e-mail address and order number (if applicable). We aim to respond to all queries within 24 hours.
Are your products official merchandise?
Yes, all of our products are 100% officially licensed merchandise.
Do you have a size guide?
As our products come from different suppliers and manufacturers, sizing can vary slightly between brands. Where possible, we provide a size guide on the product info page. However, if you require exact sizing then please use the 'Ask question' function on the product page and we’ll get back to you as soon as possible.
Can I ask you about specific sizes or fabric details?
If you have any specific questions about the item you’re interested in then please use the 'Ask question' function on the product page. If you want to know exact measurements, fabric information or any other detail we’ll be happy to help you out.
Can I amend my order?
If you would like to amend a recent or pending order, please contact us as soon as possible and we’ll try to fix it for you. If your order has already been dispatched, unfortunately we won’t be able to make any amendments to it but please don’t hesitate to give us a call and we can explain how to return an item to us if needs be.
Can I cancel my order?
Please contact us as soon as possible, and we will be happy to cancel your order if it has not yet been dispatched. We are unable to cancel orders which have already dispatched.
What if an item is out of stock or the shipping address is incorrect?
If there is an issue with your order, such as an item is out of stock or the shipping address is incorrect we will contact you for the additional information. If we do not hear back from you within 14 working days, we will cancel your order.
DELIVERY & SHIPPING
How much will delivery cost and how long does it take?
For all UK orders, delivery is FREE for standard Royal Mail First Class postage which usually takes 2-3 working days to be delivered.
If you’d rather receive your purchase faster, it can be shipped via Recorded Delivery or Special Delivery for an additional charge. Just choose your preferred delivery option at the checkout. We accept orders from outside the UK which also carry an additional charge for posting.
Within the UK:
|Royal Mail First Class||FREE||2-3 working days||No tracking|
|Royal Mail Recorded Delivery||+ £3.95||1-2 working days||Tracking and proof of delivery|
|Royal Mail Special Delivery||+ £7.95||Next Day (including Saturday) guarantee||Tracking and proof of delivery|
Do you ship internationally?
We welcome customers from all over the world! However, please note that, in addition to the shipping charge, customers shipping to locations outside the UK are responsible for paying all costs associated with importing the order, including all taxes, fees and/or duties that may occur.
All international sales are final and we do not offer exchanges or refunds for orders outside the UK, including orders for which you are unable or unwilling to pay the additional duties and taxes which your government may require.
For deliveries outside the UK there are two options. We aim to deliver to Western European destinations within 4-5 working days, Eastern European destinations within 6-7 working days and worldwide within 9-10 working days.
Outside the UK
|Royal Mail Standard Airmail||+ £4.95|
|International Signed For||+ £9.95|
Where is my delivery?
It is your obligation to enter the correct delivery address details at the time of ordering. If you enter the wrong address when ordering, your package may be returned to us by Royal Mail in which case we will let you know straight away. You will then be charged for resending the package.
Should you enter the wrong address and your order doesn't arrive either with yourself or with us, we are not obliged to re-send the order at our expense. Please reduce the risk of this happening by entering your full and complete postal address. If you make a mistake and enter the wrong details, please contact us immediately.
How long do I have before returning my item?
We only accept items returned within 30 days from the date your order was despatched. All items must be received by us before a refund or replacement is issued.
How do I prepare my item for return?
Please take care when opening your package as you will need to return your order in its original packaging. Items must be returned to us unworn and unwashed, deemed fit for resale.
Please be very careful when trying products on - ensure you are not wearing make-up, perfume, deodorant or anything else that may leave marks on the product. We will not be able to exchange or refund an item returned to us with any marks or stains.
Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for resale unless we have been given prior notice that an item is faulty.
Delivery charges are non-refundable unless the item purchased is faulty or incorrect.
How do I return my item?
Please send us an email at firstname.lastname@example.org to arrange a return stating your name, order number and reason for return. We will send you a returns label to attach to your package.
How do I exchange my item for something else?
We aim to process your return within 3 working days of receipt. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 2 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.
Can I get a refund for my item?
We aim to issue your refund within 3 working days of receipt of your returned item. Once the refund has been processed, you will receive an e-mail confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non-refundable unless you have received an incorrect or faulty item from us.
Unfortunately, we are not able to offer exchanges or refunds for international orders.
My item was damaged when I received it, what do I do?
Defective or damaged items may be exchanged for identical items only, and must be returned within 30 days of the invoice date. Please contact us to report a defective or damaged item. If the defective or damaged item is no longer available, we will fully refund the cost of the item plus the applicable portion of shipping charges. Refunds must be made to the credit card originally used to place the order.
If, for any reason there is a problem with your order, please accept our sincere apologies for the trouble and disappointment. Please contact us right away stating your name and order number and we’ll resolve it immediately for you.
This isn’t what I ordered, what do I do?
If the item you received is not what you originally ordered, please accept our apologies for the inconvenience. Please contact us quoting your name, order number and details of the incorrect product received. We’ll get back to you as soon as possible with how to proceed.
Do I need to sign up first?
We will ask you to register with Fierce Lemon before you place an order but only so we know who you are and where to ship your order. You can still make a purchase without having to sign up. If you do, your information will be stored securely, but only to ensure that you can track your order at any time and so that any future orders you place with us are as easy and hassle free as possible. We will never pass this information onto anyone else.
I can’t log into my account - help?
This may be because you originally signed up using a different or mis-spelt e-mail address. You must use the exact e-mail address and password combination you used to create your account in order to log back into the site. If you have forgotten your password then just click the ‘Password Forgotten’ link which you can find on the log in page. You will then receive a new one via e-mail. If for any reason you are still having problems, please contact us and we’ll get it sorted for you.
What payment types do you accept?
All payments are processed by PayPal so we accept Visa/Delta/Electron, MasterCard/Eurocard, Maestro and American Express. You don't need a PayPal account to use this service but if you do have a PayPal account then you can use that as well.
Fierce Lemon only collects essential customer information for order fulfilment. We are totally committed to protecting the privacy of everyone who visits our website and makes an order with us. We will not disclose information about our customers to third parties except where it is a necessary part of providing a service to you. We will never rent or sell your name, address, e-mail address, credit card details or personal information to any third party.
Your details are stored safely and securely, and you have the right to request us to remove all details about yourself at any time. If you have purchased (or attempted to purchase) from our store, subscribed to one of our newsletters or entered any of our competitions, we may occasionally update you via e-mail, however, you are free to unsubscribe at any time by following the link marked "UNSUBSCRIBE" at the bottom of any e-mail you receive from us, or by emailing us directly at email@example.com. We do not share customer details with any third parties.
If you have any questions about your privacy and associated rights, please contact us via any of the above options.
Fierce Lemon uses PayPal to handle all payments. PayPal uses the latest in data encryption and anti-fraud technology to help keep your information secure, reducing the risk of online fraud.