Contact Us

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36 Hereford Road
London, W2 5AJ

FAQ

Frequently Asked Questions

FERTHA

What is fertha all about?

You can read about what, why and who fertha is on our about page here.

Is fertha a charity?

Fertha does not operate as a registered charity, fertha is set up as a social enterprise, which means that our sole mission is not to maximize profits for self worth but to improve human and environmental well being through a commercial business. We do this by exclusively sourcing all of our garments from charity donations, which in turn financially supports a variety of charities and aids in the sustainability of clothes by recycling them.

 

MY ORDER

How long will it take for my order to arrive?
Your item will be posted no later than 24 hours following successful payment from Monday –Friday and up to 48 hours Saturday – Sunday. You can expect to receive your item in the below approximate time frames –

UK standard delivery – 2-3 working days
UK next day delivery – Next working day if ordered before 12pm previous working day

European delivery zone 1 (Austria, Belgium, France, Netherlands, Republic of Ireland)  – 3 working days
European delivery zone 2 (Czech Republic, Denmark, Germany, Luxembourg, Poland, Portugal, Spain, Sweden, Italy)  – 4-5 working days
European delivery zone 3 (Latvia, Lithuania, Romania)  – 4-6 working days
European delivery zone 4 ( Any other countries not listed in Zone 1, 2 or 3 above)  – 4-6 working days

Rest of world delivery – 5-7 working days

If you need your item urgently please contact us directly after you have made a purchase with all your purchase details, we will try and help where possible to get your parcel to you sooner but cannot guarantee.

Can I return my item?

For return information please see all details in the return section below.

Can I amend my order?

Once you have placed an order sadly you cannot amend the order yourself. However if there are any changes you wish to make please contact us ASAP and we will do everything to help you amend your order. If you wish to cancel your order and you contact us after your order has been posted out you will need to follow our return policy as above. You can contact us here

I put an item in my basket and before I could buy it the item had disapered, where did it go?

All the garments we sell are unique, therefore once they’re gone they’re gone! If you’ve got your heart set on an item we advise you to purchase it straight away, as if anyone else likes it too they might just get there first and we don’t want you to be upset!

I saw an item on the site but now I can’t find it, where did it go?

Ditto from above!

I’m having problems purchasing the items in my basket, what should I do?

If you’re having problems purchasing an item first check that all the details entered are correct, if you are still having problems you can contact us here

My order hasn’t arrived, what should I do?

Once you have made a purchase you will receive an order confirmation email, you will also receive an email with postage confirmation and tracking details once your order has been dispatched. If for any reason you haven’t received these emails, or are unable to track your item with the tracking details sent to you please contact us here

 

PAYMENTS

What payment methods do you accept?


You can pay for your online purchases using one of the following payment types:

  • Visa
  • Visa Debit
  • Visa Electron
  • MasterCard
 

ITEM QUALITY

Are the clothes on the fertha site new or pre-worn?

As one of the main objectives of fertha is to aid the recycling of clothes the majority of our stock has some minimal pre-wear, however you can be assumed that all the items of the fertha site are in nearly new / minimal pre-wear condition. We also have some new items which will be stated in the item description. 

What is the typical quality of the clothes sold by fertha?

We take an enormous about of time and care selecting every one of our pieces, we only select items which have minimal pre wear that are very close to new or that are new with the original tags still on them.

How do I know what condition an item is in?

As mentioned above we take a lot of time and care selecting only top quality items with minimal pre wear or brand new. We add as many detailed pictures of each item as possible so that it is easy for you to see the quality of each piece. If you have any additional questions about an item you can use the ‘Ask a question about this item’ link, which is shown on each item description.

 

SIZING

Do you have a size guide?

As we sell a wide variety of brands on the fertha site we don’t have a generic fertha-sizing chart. Please check each item description for the exact sizing & measurements.

Will the size of items bought from fertha be any different to the size of the original brand when bought new?

As with any item of clothing, with wear comes a slight change in size. However as at fertha we only select items that have minimal pre wear if not new, then the sizing on the whole is extremely close if not the same as the original brand sizing. However to make sure you know the exact sizing we list full measurements for each item in the description section. If you have any additional sizing questions for an item you can use the ‘Ask a question about this item’ link, which is shown on each item description.

Where can I see the sizing information for each item?

All sizing information including exact measurements are listed in each item description.

What do I do if I need additional sizing information on an item?

If you have any additional sizing questions for an item you can use the ‘Ask a question about this item’ link, which is shown on each item description.

 

DELIVERY

How long will it take for my order to arrive?

Your item will be posted no later than 24 hours following successful payment from Monday –Friday and up to 48 hours Saturday – Sunday. You can expect to receive your item in the below approximate time frames –

UK standard delivery – 2-3 working days
UK next day delivery – Next working day if ordered before 12pm previous working day

European delivery zone 1 (Austria, Belgium, France, Netherlands, Republic of Ireland)  – 3 working days
European delivery zone 2 (Czech Republic, Denmark, Germany, Luxembourg, Poland, Portugal, Spain, Sweden, Italy)  – 4-5 working days
European delivery zone 3 (Latvia, Lithuania, Romania)  – 4-6 working days
European delivery zone 4 ( Any other countries not listed in Zone 1, 2 or 3 above)  – 4-6 working days

Rest of world delivery – 5-7 working days. 

If you need your item urgently please contact us directly after you have made a purchase with all your purchase details, we will try and help where possible to get your parcel to you sooner but cannot guarantee.

Where is my order?

Once you have made a purchase you will receive an order confirmation email, you will also receive an email with postage confirmation and tracking details once your parcel has been dispatched. You will be able to use the tracking information to see where your parcel is.

What are your delivery charges?

Delivery charges vary from item to item depending on the weight and size. We send all of our items via a tracked delivery service to ensure that your parcel makes its way to you safely and puts a big smile on your face!

Exact delivery costs are calculated at the checkout, however please visit our delivery page for a price guide here.

Which countries do you deliver to?

Visit our delivery page to see which countries we deliver to here.

Can I track my order?

Yes, all of our items are sent out via a trackable delivery service. You will receive an email with tracking details once your order has been sent out to you.

Will I need to sign for my fertha delivery?

Yes a signature will be required, if you are not it when your parcel is delivered it may be left with a safe neighbour or redelivered at a better time. 

Will I be charged customs and import duties for parcels delivered to addresses outside the UK?

Our international delivery costs do not include customs and import duties that vary from country to country. You may be required to pay these when you accept delivery of the items from our courier. If you refuse to accept delivery of the items you have purchased, the courier may return the items to fertha. If this happens fertha may be required to pay additional charges to the courier in order for the item to be returned. We will look to recover these costs from you by deducting the relevant amount from any relevant refund.

 

RETURNS

Do you accept returns?

Yes, we accept returns which follow the below policy details. Please be aware that the buyer must pay for the return postage.

What is your return policy?

fertha offers a 14-day returns policy. The original postage cost & return postage cost is payable by the buyer and will not be refunded. In order to receive a full refund for a returned item you must follow the below policy points -

  • The returned item must be received by fertha within 14 days from the following day the buyer originally received the item.
  • The returned item must be in the same condition as it was received. It must be unworn, in salable condition with all original tags still in place and with no signs of damage since being in the possession of the customer. This includes any damage caused whilst trying on the garment even if the fertha tags are still attached.
  • A printed copy of the original invoice must be included with the returned item.
  • The item must be packaged in a secure and waterproof way.

Returned items will be inspected to make sure they meet the above requirements.

How do I return an item?

Once you have made sure that all points included in our returns policy above have been met, please post your return to the below address -

FAO fertha returns
Jade Galston
7 Kensington Park Gardens
London
W11 3HB

It is advised to post your return via a tracked mail service as if your item does not reach us and is untracked we will not be able to help track the missing item or offer you a refund. See our returns postage guide below.

What postal service should I use to return my item?

We recommend posting your return via a tracked mail service as if your item does not reach us and is untracked we will not be able to able to help track the missing item or offer you a refund.

Our recommended postal options are Hermes and Royal Mail (For Royal Mail suggested service would be either signed for or tracked postage. Tip If you are returning your item within plenty of time in the 14 day returns period and are using Royal Mail signed for  service you can send via second class signed for to make it cheaper for you).

Use the below links for more information on the suggested postal options

Royal Mail
Hermes

Why do I have to pay to return my item? Is there any way I can return it for free?

Unfortunately we are currently unable to offer a free postal return service. We would love to able to make it free for you to return an item like larger organisations, however at the moment it is sadly not feasible for us to offer this service free of charge. We hope to be able to offer this service free of charge in the future.

Have you received my return?

As soon as we have received your return you will receive a conformation email letting you know that we have received the return, and that you have or have not met all the return policy points as stated above.

If you have sent your return but have not received a conformation email within a reasonable amount of time from posting the item back, please contact us with all order details at retruns@fertha.com.

How long will it take to receive my refund following a successful return?

Once your return has been received and we have confirmed that all return policy details have been met then please allow 14 days to receive your full refund. Refunds will be made using the same bank details in which the item was originally purchased with.

Can I exchange my item?

Sorry but we do not offer an exchange service via fertha.com. If you have bought an item on fertha.com and wish to exchange it you will need to return the item following the above returns policy and purchase the new item separately.

 

DISCOUNT CODES

Do you have any discount codes I can use?

We create exciting discount codes as part of various promotions throughout the year. To receive these codes make sure you sign up to our newsletter (sign up form on the home page) and follow us on all Instagram, facebook and twitter.

Can I use more than one discount code?

Only one valid discount code can be used at any time. Discount codes cannot be used in conjunction with any other offer or promotion.

My discount code doesn't work, what should I do?

First check that you have entered your code correctly. If it still doesn’t work check the expiry date to make sure that it is still valid. If you have entered the code correctly and you are still having problems please contact us here

What happens if I forgot to use my discount code when I bought my item?

Oops! Sorry but once you have placed your order we are unable to add the discount. Hopefully you will be able to add your discount on your next order once you have checked the expiry date of your code.

Do you offer student disounts?

Sorry but we are currently unable to offer student discounts. We hope to do so in the future, we will keep you updated on our social media platforms and newsletters if this changes.

 

OTHER

If you have any other questions that we have not answered above please do not hesitate to contact us here.

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