You can cancel and return items purchased online within 30 days for a full refund (cost of goods and standard shipping). Refund payments are usually cleared within 1-3 days, however it could take longer depending on the bank / card issuer. Please note: Customers are responsible for the cost of return postage, unless the item received is faulty (see below). To make the returns process as easy as possible we will email UK customers a pre-paid Royal Mail label, once the return is approved. The cost of this label (£3.45 as of 1st Jan 2024) will be deducted from the amount refunded. Simply attach the label to the parcel and drop it to any Post Office / Royal Mail Depot. Please post the parcel before the "Post By" date shown on the label. If you do not wish to use our returns label, you can use your preferred courier, however we highly recommend sending returns via a tracked service as we cannot refund any items we do not receive back. Please still follow the instructions below, even if you are using your preferred courier. Our return address is:
Fatboys 95 Unit 11 Ebbsfleet Business Park Gravesend Kent DA11 9DZ
We will then refund the cost of the item(s) as well as standard shipping. If you purchased non-standard shipping, only standard shipping will be refunded. If you purchased more than 1 item, only the price of the returned item(s) is refunded, and not standard shipping. You have a duty of care while the goods are in your possession, and a deduction in the refund amount can be made if the value of the goods have been reduced. Please keep all tags attached and goods in their original packaging. Due to hygiene reasons underwear cannot be returned and a refund or exchange can only be given if there is a manufacturing fault or if they do not measure their stated size. If you are a UK customer, please see the instructions below if you wish to return an item you purchased online. Alternatively, you can return any items purchased online by taking them to our Ebbsfleet store.
Exchanges (Online Purchases)
Unfortunately we do not offer free exchanges. If you would like to exchange an item, please follow the return instructions below. We will then issue a refund, then if you wish, you can make another order for any other items you wish.
Submit a Return Request
1. Visit account.fatboys95.com 2. In the Email field, enter the email address used to place the order, and then click Continue. 3. You will receive an email with a six-digit verification code included in the email. 4. Enter this six-digit verification code. 5. Click the order that you want to submit the return for. 6. Click Request Return. 7. Select the items that you want to return. 8. Select a return reason. 9. Click Request Return.
If your return request is approved, you receive an email (usually within 24 hours) with shipping instructions and a return shipping label.
If you are an international customer and purchased goods online you can cancel your order within 14 days of receipt of goods. Please then ship the goods back to us within 14 days for a refund (cost of goods only). If you wish to return goods, please email us first firstname.lastname@example.org so we know to expect the goods and speed up the returns process. Please note: Customers are responsible for the cost of return postage, unless the item you have received is faulty. We highly recommend sending returns via a tracked service as we cannot refund any items we do not receive back. You have a duty of care while the goods are in your possession, and a deduction in the refund amount can be made if the value of the goods have been reduced. Please keep all tags attached and goods in their original packaging. Due to hygiene reasons underwear cannot be returned and a refund or exchange can only be given if there is a manufacturing fault or if they do not measure their stated size.
Returns (In Store Purchases)
We are confident you will love any item you buy from us, however if you are unhappy with an item for any reason we are more than happy to exchange it for another item of the same value or issue Store Credit to use at a later date. Unfortunately we do not offer refunds for items purchased in store. However, all items purchased in store which are found to be faulty or do not measure their stated size will be refunded unless you choose to exchange the product or receive Store Credit. You can return goods purchased in store within 28 days, providing you have a valid receipt and the item is unworn, has all tags attached and is in its original packaging. Due to hygiene reasons underwear cannot be returned and a refund or exchange can only be given if there is a manufacturing fault or if they do not measure their stated size. If an exchange is made during a sale or on any sale items they will be exchanged at their purchase price for items at their original non-sale price.
Faulty Items (Online Purchases)
In the unlikely event that any goods you receive are faulty, you can return them within 30 days to our Ebbsfleet store or post them back to us for a full refund, using the return instructions above. After 30 days, we will attempt to repair the fault, or issue a refund if this is unsuccessful. Alternatively, you can keep the goods and receive a partial refund. We may return the goods to the manufacturer to confirm whether or not the fault was present beforehand or is due to excessive wear and tear. Please follow the instructions above if you wish to return a faulty item you purchased online.
Returns During Sales (In Store Purchases & Exchanges)
During our January Sale, items are exchanged on a like for like basis. Items purchased in store, or items purchased online and exchanged in store, prior to any sale will be exchanged at their purchase price for items at their original NON-SALE price. Likewise, items purchased during the January sale will be exchanged after the sale at their original NON-SALE price for items at their current price. If Store Credit issued prior to the sale is used during a sale, the sale items will be charged at their original non-sale price.
Store Credit can be issued if goods purchased in store are returned and you cannot find another item to exchange it for at that time. Customers Names are required to issue Store Credit, which will help us locate any Store Credit remaining if you happen to lose the Receipt. If Store Credit is used during a sale or on any sale items, the sale items will be charged at their original non-sale price. Store Credit does not expire. Currently Store credit can only be used in store and not online.
Gift Vouchers can be purchased in store and do not expire. Currently Gift Vouchers can only be used in store and not online. They can be used at any time, regardless if there are any sales or promotions active. Unlike Store Credit, Gift Vouchers can be used on items if they are in the sale at their sale price. Gift Vouchers cannot be exchanged for cash. If Gift Vouchers are not used in full, any change due will be given as Store Credit.
Orders & Holding Stock
In order for items to be ordered a minimum deposit of 25% is required. If items are unavailable and a deposit has been taken the full deposit will be returned. Without a deposit items in stock can be put by for 1 week. Items paid in full will only be held for 6 months.
At Fatboys we like to reward our loyal customers, therefore if you spend £500 in a single year (between Feb and Dec) a 5% discount card will be issued. If you spend £1000 in a single year (between Feb and Dec)a 10% discount card will be issued. Amount purchased does not include sale items or purchases made during sales (i.e. January Sale). Membership Cards can then be used on every purchase made thereafter, excluding sale items and postage (if delivery is required). Card holders can also receive bigger discounts during the January Sale. January Sale discount rates can change year to year.
In order to sum the amount spent customers are required to keep all store receipts and bring them into the Ebbsfleet store to claim their discount card. To sum the amount spent online, please create an account and use that account for every order to log and sum all purchases. Once you have spent over £500 between Feb and Dec, send us an email at email@example.com and we will get back to you with your membership details. If you believe you have spent over £500 between both in store and online, you can either bring your store receipts to our Ebbsfleet store along with your online account email, or send us an email at firstname.lastname@example.org with your online account email and the receipts numbers shown on the store receipts.
If you already have a membership card, in order to use your discount online you will need to open an account. To open an account click "Login" located at the top right of each page, then click "Sign Up" and enter your details. After you have created an account, send an email to email@example.com with your name, email and membership card number (shown on the front of your card). Once your details have been verified, you will receive an email confirming you can now use your membership discount online. The next time you checkout, be sure you have logged in,then enter "silver" (if you have a silver membership card) or "gold" (if you have a gold membership card) in the discount code box.
Cards must be presented in store to obtain discounts. All discount cards remain the property of Fatboys 95 and can be stopped or reclaimed at any time. Customers name, address and phone number / email are required in order to issue cards. One card per person. Cards cannot be exchanged and can only be used by named cardholders. Cards will be cancelled if used by a third party. Cards will be cancelled if not used within a 6 month period. Proof of I.D. may be required. Fatboys reserve the right to cancel scheme at any time.
Discount codes may be issued from time to time, and their time frame may differ. Only one discount code can be used at any one time. During Online Sales (Black Friday / January Sale) discount codes will automatically be applied and therefore Gold and Silver Discount Codes cannot be used at the same time. Gold and Silver members will automatically have a discount code applied during checkout (Please see Membership details above). This means additional discount codes cannot be applied. If you wish to apply a different discount code, simply click the "x" to remove the discount code and re-enter another discount code. In order to take advantage of the discount code, any purchases would need to be completed prior to the expiry time.
Out of Stock Items
We try our best to keep all live stock levels up to date, however, in the unlikely event that you purchase an item that is not available, or part of your order is not available, we will contact you as soon as possible prior to sending the remaining goods to you. You can then accept the remaining items and we will refund the item that is unavailable, or cancel the entire order. Alternatively, if possible, we will re-stock the item(s) and post it to you free of charge when back in stock.
Click and Collect Orders
We are currently offering a Click and Collect service at our Ebbsfleet store. Simply select Pick up (under information) when checking out. You will then be notified by email once your order is ready, usually within the hour. Please bring your confirmation email with you. Click and Collect cannot be used if using "express checkout". PayPal and Amazon Pay can still be used by selecting the option on the payment page. Click and Collect orders made between 10am and 5pm, Mon to Sat will usually be ready within the hour (Excluding Bank Holidays). Any Click and Collect orders made outside of these times will be available to collect from 10am the next working day we are open. If any Click and Collect orders have not been collected within a week, we will contact you to remind you that your order is ready to collect. If any Click and Collect orders have not been collected after 1 month, we will then refund the order and put the items back into stock. If you change your mind before you collect the items, simply call us on 0800 026 4708 or email us at firstname.lastname@example.org and we will refund the order. If you change your mind after arriving at our store, we will refund the order to the original payment method.
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