Fat Face Return Policy: 28 Days, £2.50 Fees and Christmas 2026

This guide covers UK orders from fatface.com and purchases in Fat Face stores. Fat Face's US and Irish terms pages also appear in search results; use the UK Terms & Conditions page, the source for the rules below unless stated otherwise.

The route you choose sets the cost, the paperwork and the only route-specific refund time Fat Face publishes. Readers comparing how UK retailers handle returns can browse the UK return-policy guides.

Fat Face gives 28 days from the day the goods were delivered to your home address, or to the store if you chose delivery to store, according to its terms page. Items should be new and unused with tags attached and, wherever possible, in the original packaging. Fat Face says items that are not new or unused "may not be fully credited" unless they are faulty.

Fat Face does not say whether the 28 days are calendar or working days, whether delivery day counts as day one, or which step must happen by day 28 (starting the return, handing it in, a carrier scan or arrival at the warehouse), so no exact last day is given. Hand in or drop off the parcel several days early.

Some guides quote "28 days from receipt"; Fat Face's UK terms count from delivery. Shoppers comparing windows on casual and outdoor clothing can also read Mountain Warehouse's return rules.

Are sale items returnable for a shorter time?

Fat Face's own pages word the sale-item rule differently, so no single sale window can be stated as settled. The main Returns section of the terms page gives 28 days for most items and names no sale exception. The same page's Extended Returns paragraph, written for 2025, says purchases from 25 December 2025 follow the standard policy "(15 days for sale)". The Christmas page says purchases from 14 December 2026 follow the "standard 28 day" policy and mentions no sale exception.

The safe action for a sale item bought outside the Christmas 2026 window is to return it within 15 days of delivery. To confirm the rule for your order, check the Help Centre returns section or call customer services on 0333 777 8053 before buying sale items you may send back.

What about things bought in a Fat Face store?

Fat Face's readable terms state no return window for goods bought in a store; the returns text is framed around delivered orders. Plan on 28 days from the purchase date, keep the receipt and check at the till, but treat that as a planning limit rather than a published Fat Face store rule.

Fat Face's Christmas page and homepage banner say purchases made between 16 September 2026 and 13 December 2026 can be returned up to 10 January 2027, covering full-price, promotional and sale items. Purchases from 14 December 2026 onward follow the standard 28-day policy. The extension counts from the purchase date, while the standard 28 days counts from delivery.

Fat Face does not say what must happen by 10 January 2027 (starting the return, posting it or arrival), whether stores and every return route are included, or whether any exclusions apply. The safe action is to hand in or drop off by early January 2027.

The terms page still shows last year's dates (purchases from 16 September to 24 December 2025, returnable until 11 January 2026); use the Christmas page for 2026. Shoppers buying gifts from several high-street clothing retailers can compare deadlines in M&S's returns policy.

Example: An online order of a jumper is bought on 25 September 2026 and delivered on 27 September, falls in a returnable category and goes back by Evri. Its standard 28 days would have run out in October, but because it was bought inside the window it can be returned until 10 January 2027.

Fat Face does not charge for store returns, but Evri Parcel Shop returns and home courier collections cost £2.50 each.

Fat Face says "most returns" collected from your home are charged at £2.50 per collection. One charge covers several orders sent in the same collection. The terms list no restocking fee, but items that are not new or unused "may not be fully credited". Sending back substitute or alternative items can cost an investigation fee of at least £35, covered under mistakes below.

Is the £4.95 delivery charge refunded?

Fat Face's courier-returns section says that if you return the whole order, the £4.95 delivery charge will be refunded. It does not say this applies to store, Evri or partial returns, so do not assume it does.

Example: A card-paid order is £60 of clothing plus £4.95 delivery, all of it returned by home courier collection, with nothing in an excluded category. The refund is £60.00 + £4.95 − £2.50 = £62.45. Separately, GOV.UK and Citizens Advice say standard delivery must be refunded when you cancel an online order under the statutory right described further down.

Contact details and order tracking are on Fat Face's Contact Us page and Track My Order page.

At a Fat Face or Next store

This route suits anyone near a shop who wants to avoid the £2.50 fee. Most Next stores also accept Fat Face returns, which matters because Fat Face's online goods are supplied by Next Retail Limited.

1. Check that the store accepts returns using the "Return Locations" filter on Fat Face's store locator. Most Fat Face and Next stores do; airport stores do not.
2. Take the items, new and unused with tags on, and the delivery note if it was an online order.
3. Hand them in at the till.

The return is free, but "personalise me" items cannot be returned through stores. Fat Face gives no refund time specific to store returns. Store enquiries go to 0333 777 8053. Shoppers who also buy from Next can read Next's own return rules.

Evri Parcel Shop drop-off

This route suits anyone without a Fat Face or Next store nearby who has kept the despatch note.

1. Find the peel-off returns label on your original despatch note. Without it, the return cannot be completed at an Evri shop.
2. Pack fashion or small homeware items (no electricals), new and unused with tags, in a sealed, secure parcel.
3. Attach the label and drop the parcel at an Evri Parcel Shop.
4. Keep the proof of return you are given.

The cost is £2.50, deducted from the refund. If tags have been removed, Fat Face says it "may be unable to process a refund". Fat Face refunds Evri returns once the parcel reaches its Returns Centre. If you have lost the label, the terms offer no alternative; contact Fat Face through the Help Centre or on 0333 777 8053.

Courier collection from home

This route suits shoppers with several items or no nearby drop-off. It is also the route under which Fat Face's terms ("Returns Via Courier") say the £4.95 delivery charge is refunded when the whole order goes back.

Book the collection from Fat Face's Arrange a Return page.

The cost is £2.50 per collection, which also applies in Northern Ireland. Fat Face gives no refund time specific to courier collections.

The only refund timing Fat Face ties to a named return route is for Evri: the refund follows once the parcel arrives at its Returns Centre, which "may take up to 7 days". Fat Face does not define whether those 7 days count from arrival or scan. The return window, Fat Face's processing and your bank's posting are three separate clocks.

Fat Face gives no refund day count specific to store or courier returns, and none for your bank's posting, so treat any figure you see for those as unconfirmed.

Where does the refund go?

Fat Face's terms describe where refunds go for eVoucher and Next credit account purchases. eVoucher purchases made online are refunded as an eVoucher or Gift Card, or to the original payment method. Next credit account purchases are credited to the account, and eVoucher purchases made in a Fat Face store are refunded as a Gift Card.

Fat Face's terms name Klarna only to say the £2.50 charge comes off the refund; they do not say how a Klarna balance or instalment plan is adjusted, so check that with Klarna. For other payment methods the terms do not say where the refund goes.

Fat Face lists several categories it will not take back, and its terms say statutory rights are unaffected. The exclusions are:

• Anything through airport stores.
• Personalised and perishable items, and "personalise me" items through stores.
• Pierced jewellery, cosmetics and toiletries once unwrapped or unsealed, unless faulty.
• Underwear, unless in its original sealed packaging.
• Earrings, unless faulty.
• Swimwear, unless unworn with the hygiene strip in place.
• eVouchers and physical Gift Cards: no refund, and no exchange for cash.

For an online order taken to a store, Fat Face asks you to take the delivery note. It publishes no receipt-free, gift-receipt, ID or account-lookup route for returns, and does not specify what proof a store purchase needs. The ID mentioned in the terms is for collecting parcels delivered to a store, not for returns.

Keep the delivery note or receipt; for online orders your order confirmation is also a record, though that is practical advice, not a Fat Face rule.

Can you exchange a Fat Face item?

Fat Face publishes no exchange or size-swap process. A practical approach is to return the item for a refund and place a new order, which is not a Fat Face rule. Never send back a different item in place of the one you bought, because Fat Face can send substitute items back and charge at least £35.

Fat Face says its returns rules do not affect the right to return faulty items, and condition and hygiene limits do not apply to faulty goods. Its own faulty-goods procedure is not on the pages this guide could read, so contact customer services on 0333 777 8053 or through the Help Centre with your order details.

This guide relies on Fat Face's terms page because StoreReturners could not open the Help Centre returns pages when it checked on 29 October 2026; the binding answer for an order comes from Fat Face. How StoreReturners checks policies explains what happens when a help page cannot be read.

Cancelling an online order within 14 days

Fat Face's terms say to tell Fat Face within 14 days, beginning the day after you receive the goods, by letter, email, website form or phone on 0333 777 8053, and then return the goods within 14 days of telling it. Swimwear, underwear, earrings, toiletries and face coverings are excluded unless returned unused and resalable with hygiene seals intact. Perishables and made-to-order or customised items are also excluded.

The law behind this is separate. GOV.UK and Citizens Advice say online, phone and mail-order buyers can cancel within 14 days of receiving the goods without giving a reason, then have a further 14 days to send them back. GOV.UK says the refund is due within 14 days of the seller getting the goods back and that standard delivery must be refunded; see GOV.UK's guidance on accepting returns and giving refunds. Citizens Advice's guide to changing your mind adds that the 14 days can start from proof of posting if that reaches the seller first.

On return postage, Citizens Advice says a seller that did not say who pays must refund it, while Fat Face's terms charge £2.50 for courier and Evri returns. Neither source says how the two interact, so no conclusion is drawn here. A return at most Fat Face and Next stores costs nothing; if you are cancelling under the 14-day right and want to query the charge, contact Fat Face on 0333 777 8053 before sending.

Store purchases and faulty goods under UK law

Citizens Advice and GOV.UK say that in-store change of mind carries no legal right to a refund, so a store's policy is voluntary. Citizens Advice says shops must offer a refund, repair or replacement for faulty, not-as-described or unfit goods; see Citizens Advice on returning faulty goods. GOV.UK's guidance on accepting returns says that within 6 months the shop must prove the item was not faulty when you bought it, and claims can be made for up to 6 years (5 in Scotland).

Most avoidable costs under the Fat Face return policy come from picking the wrong route or discarding the wrong paperwork:

• Booking a £2.50 collection when a store is nearby. Check the store locator first; returns at most Fat Face and Next stores are free.
• Paying £2.50 twice. Put returns from different orders into one collection, because the charge is per collection.
• Expecting the £4.95 back on a partial return. Fat Face states the delivery refund for whole-order courier returns only.
• Throwing away the despatch note, or cutting tags off early. The Evri label comes from the despatch note, and removed tags may mean no refund.
• Treating the sale-item window as settled, or reading last year's Christmas dates. Fat Face's pages word the sale rule differently, so outside the 2026 window return sale items within 15 days of delivery to be safe, and take the Christmas dates from the Christmas page.
• Sending back a different or substitute item. Fat Face can charge at least £35, and may offset it against other refunds.

StoreReturners checked these pages on 29 October 2026. Fat Face's terms page is headed "Terms Correct as of 23/07/2025" and still shows last year's Christmas dates, so use the Christmas page for the 2026 dates.

• Fat Face's Terms & Conditions page sets out returns, refunds, charges, exclusions and cancellation.
• Fat Face's Christmas page gives the 2026 extended returns dates.
• Fat Face's Help Centre returns section links Arrange a Return; it could not be read on the check date.
• Fat Face's Contact Us page lists ways to reach customer services.
• Fat Face's store locator has a "Return Locations" filter.
• Fat Face's Track My Order page shows order status.
• GOV.UK explains accepting returns and giving refunds and online and distance selling.
• Citizens Advice explains changing your mind about a purchase and returning faulty goods.