Thank you for visiting Fabu-licious.com
Here are a list of Q & A's we hope you will find of use (quick links below). Should you have a question that is not listed below; simply use our contact form, located at the top of the page, or call us on 0845 094 4032 (Monday-Friday, 9.00am - 4.30pm GMT)
Placing an order
How do I order from Fabu-licious?
Is it safe to buy online at Fabu-licious?
Can I place an order from outside the UK?
Who do I contact if I have a question relating to my order or your Fabu-licious items?
How will I know that you've received my order?
How do I cancel an order?
Do you offer a gift-wrapping service?
Delivery
What are your delivery charges?
Which countries do you deliver to?
When will my goods arrive?
What if I need my order the next day?
Can I have my goods sent to a different delivery address?
What happens if I'm not there to sign for my goods?
What information will the delivery note include on it?
Returns Policy
What is your returns policy?
What should I do if the goods arrive damaged?
Complaints Procedure
What is your complaints procedure?
Placing an order
There are four ways of ordering:
- On-line through our *Protx secure payment facility; we accept Visa, MasterCard, American Express, Visa Delta/Connect, Solo/Maestro payments
- Via your personal PayPal account
- Email us on accounts@Fabu-licious.com; please include a telephone number to enable one of our customer services team to contact you for payment details.
- Post your order to us sending payment by cheque made payable to Fabu-licious.com, credit/debit card or Postal Order. Please note - cheque/postal orders will need to clear before we are able to despatch goods - we apologise for any inconvenience this may cause.
Please note - * To help prevent Internet fraud all orders pass through a payment security check that can cause delays, for further information please refer to our published Terms & Conditions.
Naturally, we understand that some customers maybe concerned about buying online. Fabu-licious.com uses the most advanced software available to encrypt your credit/debit card details (SSL - Secure Sockets Layer). The details you enter are coded, making it unreadable to anyone but Fabu-licious. When you enter a secure area you will notice the padlock on the bottom right of your screen. For further details Click Here
Yes, we currently accept orders from Europe, USA or Canada. Many people use our Fabu-licious.com gift service to send gifts to loved ones. All Payments will be made in £GBP.
You can email us at Help@Fabu-licious.com and we will aim to answer your enquiry within 12 hours of receipt. However, if the matter is of an urgent nature please call 0845 094 4032
Please note - Whilst we understand that some customers may prefer to speak to a customer services advisor, our current surveys indicate that above anything else our customers have overwhelmingly said that they want quality products at excellent prices. Corresponding via e-mail has a lower cost to us than a call centre; the saving this allows is then built into our prices and passed on to our customers.
Your order will be confirmed on screen immediately and you will also receive an order confirmation email from us. To aid easy tracking you will recieve email notifications once your order is being procesed by our team and upon despatch. Please note that if you have ordered by phone or post and haven't provided an email address you won't receive an email.
We aim to despatch your order on the date of purchase, subject to usual security checks and stock availability, therefore if your order has already been despatched cancellation may not be possible; In this instance we do offer a 100% refund policy. In the first instance you should email us at help@Fabu-licious.com and one of our customer services team will assist you.
If you require your gift to be wrapped, we offer this service for an additional cost of £4.00 - please tick the box requesting this service and add your personal message in the box provided at the base of the page. We are only able to offer this service for deliveries within the UK, due to customs restrictions. Please note that if the gift is subsequently returned we are unable to refund this charge. Please refer to Gift Wrapping page for further information.
Delivery
*Please note that all delivery time lines only start once you have received notification of despatch.
UK
You may select one of the following four delivery methods at the final billing page:
Free UK Delivery:
FREE delivery on ALL UK orders Over £30.00
Royal Mail 1st Class - 1 - 4 days:
The UK postage and packing charge for orders of £30 or less range from £1.00 - £3.95 and is calculated based on weight of the items ordered. Orders with a value under £30.00 and weighing over 2KG will be charged the flat rate of £7.99 and are sent via DHL.
To check the delivery cost simply add the items you want to your shopping basket (you can always remove them later if you change your mind), the delivery cost is shown towards the bottom of the Shopping Basket page.
Standard delivery orders are normally despatched by Royal Mail First Class Post and should arrive 1-4 working days after despatch. Orders weighing over 2kg will be sent by courier and should arrive 24 -72 hours after despatch.
If in the unusual circumstance your order contains items which are currently out of stock, the available products will be despatched immediately. As soon as the out of stock item becomes available it will be immediately despatched at no extra charge.
Before placing your order, please note: Order before 3.00pm on Monday to Friday and we aim to despatch your order the *same day by Royal Mail 1st Class Delivery service, to arrive within 1 - 4 working days. Unfortunately we cannot guarantee delivery times. At certain busy times of the year delays can be expected.
Next Day Delivery:
IMPORTANT INFORMATION FOR NEXT DAY DELIVERIES:
Before placing your order, please note: If you place your order before 3.00pm on Monday to Thursday it will be *despatched the same day to arrive within 24hours. Unfortunately, we cannot guarantee Saturday delivery for orders placed on a Friday - please call Customer Services to make special arrangements.
Once your order is marked as shipped - The delivery address can not be changed. If you are unable to accept the delivery the driver will leave a card through your door informing you of the attempted delivery, please contact your local sorting office.
The UK postage and packing cost for our express delivery service is also dependent on the total weight of your order and ranges from £4.99 to £8.99. Orders weighing over 10kg – 25kg will be charged the flat rate of £15.99.
To view the cost, simply add the items you want to order to your shopping cart and view the delivery options towards the bottom of the shopping basket page.
Express Delivery orders placed before 3pm Monday - Friday are despatched the same day using either a next day courier service or Royal Mail Special Delivery and will be delivered between 8:30am and 5:30pm the following working day (orders placed on Friday will be delivered on Monday)
Orders placed after 2pm on Friday will be dispatched the following Monday for delivery on Tuesday.
We do not deliver to overseas PO Box numbers.
USA & CANADA Airsure - approx. 5 - 10 working days.(weight restrictions in place)
- Maximum weight 1.5kg
EUROPE Signed For only - approx. 3 - 8 working days
All Airsure® mail receives priority handling in the UK and abroad, making it up to one day faster, in some cases, than Royal Mail target Airmail delivery time of three days to Western Europe, four days to Eastern Europe and five days for the rest of the world. However, Airsure® is not a guaranteed courier service. Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
All Airsure® mail receives priority handling in the UK and abroad, making it up to one day faster, in some cases, than Royal Mail target Airmail delivery time of three days to Western Europe, four days to Eastern Europe and five days for the rest of the world. However, Airsure® is not a guaranteed courier service.
Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
We currently deliver to the UK and Europe. If you find the country that you wish to ship to is not appearing on our countries list, please contact customer services on 0845 094 4032, who will rectify this for you.
If you order before 4pm we aim to despatch the same day, subject to stock availability and *payment security checks. UK customers can expect their products to be shipped using Royal Mail First Class service, which means you should receive your order within 1 - 3 days of ordering. A signature will be required on delivery dependent on the value of the order. Overseas customer delivery times will be within 5 - 10 working days. This does vary dependant on location & courier, please contact our customer services team for an accurate time line. A signature will be required on delivery *Payment security checks can delay an orders approval by up to 84 hours.
*see terms & conditions
We offer a guaranteed next working day delivery service within the UK for orders placed Monday to Thursday. Your order must be received by 3pm and will arrive by Special Delivery before 1pm the next day, subject to the usual payment security checks.
Overseas Customers - we offer Express delivery within 2-4 days dependent on location, for an additional charge. Please contact our Customer Services department straight away for a quote.
Many of our Fabu-licious customers require delivery to either a work address or to the address of a Fabu-licious girlie friend or relative, we have therefore enabled our site to offer this service. However, we will need your billing address as well. When you enter the checkout process please ensure you complete both the billing address and preferred delivery address sections. If you are ordering by phone, post or e-mail, please ensure to include both your billing address, and the delivery address, if different.
For Express delivery customers a signature is required as proof of delivery, the postman will therefore leave a card and you will be requested to collect your parcel from the local depot. For Free UK delivery and Standard delivery customer will find that in most countries a calling card is left to inform of attempted delivery. Using the details on the card you can either re-arrange delivery or collect the parcel from the local sorting office. Occasionally, Mr. Postie forgets to leave a calling card, therefore if your parcel is not delivered within the expected delivery time please visit your local depot to see if they are holding the parcel for collection; our Customer Services team will be happy to supply you with the tracking reference for orders sent via Express delivery..
Many orders are for gifts, we therefore attempt to limit the information that each delivery note contains. However, product code, product title and quantity are included. Please remember that we will need the delivery note for any returns. Delivery notes for overseas customers may contain more information due to Customs legislation.
Returns Policy
Fabu-licious.com prides itself on the quality of the goods and service we offer, as such we are happy to offer a '100% refund' returns policy. If for any reason you are unhappy with your purchase you can return it for an exchange or refund within 14 days of delivery, providing it has not been worn or used and is in its original packaging. For reasons of hygiene we are unable to accept items of a personal nature, such as jewellery or items that have been personalised as a return unless it is faulty or agreed by Customer Services. Please follow the process below:
- Email our Customer Services team at help@Fabu-licious.com
- Notify whether you would like the item exchanged or refunded
- A returns number and address will then be supplied
- Place the item in its original packaging, or packaging that will protect the item during posting. Please make sure to include a note of your order number, reason for return and clearly re-address the parcel. We strongly recommend that you use a signed for postal service in case any items are lost/damaged in transit
If the item are faulty or being returned due to a picking error we will also refund any costs incurred in returning the items. Where goods returned are not faulty we will only be able to refund the cost of the individual item. Refunds are processed to the card used for the original purchase.
If any part of your order arrives damaged, please accept our sincerest apologies. Contact us via email within 48 hours so that we can take this up with the delivery agent. You then have 7 days to return the item - details above. A refund will be made for the cost of the return postage and a replacement will be immediately despatched or refund processed.
Complaints Procedure
If you have any comments or complaints regarding our website, please don't hesitate to email us, marking it for the attention of Jane Pointon, Customer Services Manager at Help@Fabu-licious.com .We are always looking of ways to improve our services.
Contact Information
In the first instance please email us at the address below and we will answer your enquiry within 12 hours of receipt (if not quicker), however if you need further assistance please call Customer Services Monday to Friday between 9.00am - 4.30pm GMT - Customer Services is closed on Bank Holidays and weekends.
Within the UK: 0845 094 4032
Outside the UK: +44 845 094 4032
E-mail to: info@Fabu-licious.com
Out of these hours we have an answer phone facility, please leave any enquiries and your email address and we will contact you on the next available working day.
