WHAT IS YOUR QUERY REGARDING?

FAQ

If you can’t find what you’re looking for on this page, please click here to contact us.

HOW CAN I PLACE AN ORDER?

Placing an order on our website is easy. Browse our New Arrivals, Clothing and Petite sections, and choose what you would like. Select your size on the product page (use the sizing chart if you are unsure what size to choose), and click ‘add to basket’; your item will be added to your shopping bag.

Once you have added all your items to basket click ‘Proceed to Purchase’ Have a quick check that you've selected the right garments, sizes and quantities. You can make changes on this page if necessary, and also add a Delivery Note (e.g. leave in the porch) and a Gift Note.

Next go through Secure Checkout, where you'll add your contact details and the delivery address. Continue to Delivery Method to choose how you want your order shipped, and click on Continue to Payment Method to add your payment details (a debit or credit card, or PayPal) and add your billing address details. You can choose for your details to be securely saved for a quicker checkout process next time. Click Complete Order, and it's all done! You will see an order confirmation page, with details of your purchase and confirmation that you will shortly receive an order confirmation email also. 

If you already have an account you can log in for a quicker checkout as your contact, address and payment details can be securely stored. 

If you have any problems placing your order please call Customer Services on 020 7697 2801. The lines are open Monday - Friday, 9am - 1pm.

Don’t forget you can check the status of your order at anytime by logging into your account and if you enter a mobile number at the checkout you will receive a text update.

HOW DO I CONTACT FENN WRIGHT MANSON IF I HAVE A QUERY?

If you have a query or problem you can call Customer Services on 020 7697 2801. The lines are open Monday - Friday, 9am - 1pm.

Alternatively, you can submit a Contact Form found under ‘Contact Us’, or send us an email help@fennwrightmanson.com. We aim to respond to all queries within 72 hours.

Finally, if your query is not time sensitive please feel free to write to us at: 
Fenn Wright Manson,
Unit 4,
238 York Way,
London,
N7 9AG  

DOES MY DELIVERY ADDRESS HAVE TO MATCH MY BILLING ADDRESS?

No, you can place an order to be delivered to an address other than your billing address.

WHAT DO I DO IF I HAVE FORGOTTEN MY ACCOUNT PASSWORD?

If you have forgotten the password for logging in to your account, use the 'Forgotten Password' link, where you will be invited to enter your email address, and an recovery email will be sent to you. You can use this to set a new password for your account.

HOW DO I KNOW WHAT SIZE I AM?

You can view our size chart on any product page to check what size clothing is best for you. You can also see it here. Please note our clothing comes up a little generous, so if you are between sizes it is best to opt for the smaller size.

WHAT DOES THE  'LENGTH' MEASUREMENT REFER TO UNDER SIZE & FIT?

Where 'length' is shown on the Size & Fit section of a product page, this refers to the below measurements (unless otherwise stated):

  • Dresses - nape of the neck to the hem, down the centre of the back
  • Coats and jackets - nape of the neck to the hem, down the centre of the back
  • Tops - nape of the neck to the hem, down the centre of the back
  • Knitwear - nape of the neck to the hem, down the centre of the back
  • Skirts - natural waist to hem
  • Trousers - inside leg 
HOW CAN I PAY FOR MY ORDER?

Fenn Wright Manson accepts Visa, Visa Electron, Visa Debit, MasterCard, Amex, Solo or Maestro, and PayPal. If you have been sent a Fenn Wright Manson Email Gift Voucher you can also pay with this.

HOW MUCH DO I HAVE TO PAY FOR POSTAGE & PACKING?

All our orders are carefully wrapped in tissue paper, sealed with a Fenn Wright Manson sticker, and boxed before being sent out. This is done to ensure the clothes arrive safely, in a good condition, and are beautifully presented.

All our delivery costs include the cost of packaging also.

Standard UK delivery which includes postage and packaging, is £3.95. This service, which takes 2-5 working days to arrive, is fulfilled by Royal Mail. If your order is over £150 we offer Standard UK Delivery free of charge.

We offer Next Day Delivery for orders placed before 2:30pm on a working day within the UK, for £6.95. This service is fulfilled by DPD Local. Please note this is a next working day service, where a working day is Monday - Friday, excluding UK public holidays. 

We also offer International Delivery. For delivery options outside of the UK please click here.

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

Every customer who makes an order will receive an Order Confirmation e-mail acknowledging that the order has been received.

HOW WILL I KNOW WHEN MY ORDER IS BEING SENT?

You will receive a Dispatch Confirmation email when your order has left our warehouse, to let you know it's on its way. The email will contain a tracking link for you to use to follow the progress of your order to the delivery destination. You can also track your parcel at any time by logging into you account, clicking on your order and using the tracking link within.

WHEN WILL I BE CHARGED FOR MY ORDER?

You will be charged for the items when your order is placed. In the rare event where an item becomes unavailable before your order is picked, you will be notified and refunded for this.

WHAT HAPPENS IF YOU DELIVER WHEN I AM NOT IN?

A signature will be required to confirm receipt of your delivery (from someone at the delivery address, or a neighbour). Re-delivery details will be left by the courier if no signature can be gained. 

Different couriers offer different re-delivery options, however if you know you will not be in to sign for your order you can use the tracking link on your order to either choose a different delivery day, or to have a preferred alternative delivery place (a neighbour, a delivery office etc).

HOW DO I RETURN AN UNWANTED ITEM?

If you decide for any reason that you do not want any of the items purchased, you can return them to us, free of charge, within 14 days of the day you received your order.

Any unwanted items must be returned in their original packaging, unused, in perfect condition and must have the tags still attached. If items arrive without their original tags still attached, or not in a perfect condition, we may be unable to offer a refund.

We offer a free returns service with Collect+, which has over 7,000 drop-off points.

To return an item complete the returns form, marking which items you wish to return and the reason for returning, and add this in the returning package. Ensure you seal the package properly. Add your order number (found on the packing slip) onto the pre-paid Collect+ returns sticker, and attached this to the outside of your package. Take the parcel to your nearest Collect+ drop-off point, and ensure you keep the proof of return. The parcel is your responsibility until it reaches us. We cannot provide refunds for items that are lost in the post.

If you cannot find the Collect+ returns label in your order you can visit www.collectplus.co.uk/fennwrightmanson to find your local Collect+ store and obtain your returns label.

International Returns

Please fill and include your returns note in your parcel. Return your parcel using your local postal service. Please note the cost of returning your parcel is your responsibility and we recommend you use a tracked service as we are unable to refund items that do not reach us.

This returns policy does not affect your statutory rights.

WILL I BE CHARGED FOR RETURNING AN ITEM?

We offer free returns with Collect+ for UK deliveries. If you choose to return your items via another courier, you will need to pay for the return yourself.

For international returns you must return your parcel using you local postal service. The cost of returning your parcel is your responsibility. 

For all returns we recommend you use a tracked service as we are unable to refund items that do not reach us.

HOW DO I RETURN A FAULTY ITEM?

If your item is faulty please alert our Customer Service team within 14 days, and return your item in the usual way. We will make every effort to replace the item for you, if you so wish, or we can refund you the amount.

WHAT HAPPENS IF AN ITEM IS FOUND TO BE OUT OF STOCK AFTER I PLACE AN ORDER?

Orders are despatched in one delivery, if an item is not on your despatch note then unfortunately it was not available in our warehouse. You will also receive an email notification of this, and you will be refunded for any unavailable items.

We will try to locate your missing item from a concession store and contact you if it is available. If you choose to purchase an item from a concession store the terms and conditions of sale change and any returns will need to be made to the store.

CAN I CANCEL OR AMEND AN ORDER?

Yes, you can cancel an order up to the point that it has been prepared for despatch. To cancel your order please call our customer service team, Monday - Friday 9am - 1pm, on 020 7697 2801. Please quote your order number.

Once an order has left our warehouse we cannot cancel it for you, but you can return the order fir a refund with our free returns policy.

Unfortunately we cannot amend orders once placed. To change an order you would need to cancel the original order and raise a new one.

DO YOU HAVE GIFT VOUCHERS ONLINE?

Yes. You can purchase online gift vouchers which will be emailed to the recipient and can be used at www.fennwrightmanson.com within one year of the date they were purchased. These gift vouchers can not be redeemed in store, and cannot be refunded.

DO YOU OFFER GIFT WRAPPING?

We don't offer gift paper wrapping, however all our orders are sent carefully wrapped in tissue paper, sealed with a Fenn Wright Manson sticker, and boxed before being sent out. We also have the option to add a Gift Note to be printed, should you want to send this as a gift to someone.

CAN I ORDER FROM OVERSEAS?

Yes, we currently ship to the following countries: Australia, Austria, Belgium, Bosnia, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Hong Kong, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, United States of America.

We are working to add more, so please check back with us and sign up to our newsletters.

Customs: If your order is being delivered outside of the EU there may be customs or import duties to be paid once it reaches its destination. These charges are different in each country and are out of our control, as we have no way of predicting what they may be. Because of this, we cannot be held responsible for them. It is also important to note that customs policies vary widely from country to country. If you would like more information on this, please contact your local customs office. Please note that customs can also delay the delivery of orders, which is unfortunately out of our hands, and we again cannot be held responsible for these.