Help

We hope you'll find our website easy to use but, just in case you have any questions, here's everything you need to know about shopping with F&F.

Products

Payment

Clubcard & coupons

Managing your order

International information

Deliveries and how to find your local store

Terms and conditions

Returns and refunds

Technical help

Useful links

Getting started

How do I join F&F?

When you visit F&F you'll see a link near the top of the page that says Sign in | Register. Click on that link and you'll be asked to enter and confirm your email address. We'll then ask you to tell us your name, address and your Tesco Clubcard number. (If you don't have a Clubcard, don't worry - you can pick up a temporary card in store and get in touch with our Clubcard helpline online or by phone and we'll register this for you.) We'll send you a confirmation email to the email address you signed up with soon after you've completed your details.

How do I search for what I want?

There are lots of ways to search and move around the F&F site and find the items you need.

Keyword Search

You can use the search box and type in keywords that match your product, like 'red dress' or 'pyjamas', or a brand, like 'F&F' . Some words will give you a lot of matches so to produce more helpful list of products it can be helpful to add in an extra or two, like 'black silk dress' instead of just 'dress'.

Category Search

You can go to the F&F homepage and pick the category or type of products you're interested in, like 'Womens'. You can either click on that heading or hover over the link for a drop-down menu appears with more specific categories, like 'Dresses'. Once you've chosen your category have a look at the menu on the left-hand side of the page, where you can select products by price, brand and so on.

Style Reference Number Search

If you know an item's style reference number type it into the search bar at the top left of the page and you'll go straight to the page you want. You'll find the style reference number on our clothing tags and on our leaflets and posters.

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Oh no, I've forgotten my password!

Don't worry, if you've forgotten your password - we can send you a reminder. Just click on the Forgotten Your Password box on the Sign in | Register page and we'll send you your registered password within a couple of minutes.

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Help, I've been locked out of my account!

We're sorry that you've been locked out of your account; you may have entered an incorrect password too many times. Just call 0800 323 4070 and our team will be happy to re-set your account.

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How can I change my personal details?

It's easy to edit your personal details. Just click on My account and you can change your contact details, preferences, Clubcard number and other information.

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How do I make the website easier to use with the accessibility function?

Tesco.com is committed to providing a website that is accessible to the widest possible audience. Take a look at our Accessibility information to find out how to change how the site looks and for tips for people using screen readers.

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Products

Can I buy all the products that are online in Tesco shops too?

You'll find the biggest range of F&F on the website, plus internet exclusives and brands that you won't find in our stores. Our value and basic ranges, like underwear sets, are also available in some Tesco stores. Just click on Store Locator to find your nearest Tesco store that sells clothing.

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Can I collect my order in store?

Yes! You can collect your order from more than 680 stores for free. Simply choose 'Click & Collect' from the list of delivery options before 3pm and pick up your item from 4pm the next day. If you place your order after 3pm it will be available 2 days afterwards. Click here for a list of participating stores. You can see full details on our Delivery information page.

An item I want is out of stock. How can I find out when it's available?

We update our website as soon as possible when item comes back into stock. We're sorry but our Customer Service Teams don't hold information on stock.

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Where can I get a clothing catalogue?

We're constantly updating our website with fantastic new items, so we're not able to print a catalogue at this time. Why not sign up to our emails and be the first to hear about new items and great deals from F&F?

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Payment

How can I pay for my purchase?

You can pay with MasterCard, Visa, Maestro or American Express. If you've already paid for an item and we can't deliver it for any reason, we'll give you a full refund - take a look at our refund policy for all the details. For your extra protection when shopping online, F&F uses 3D secure, the Verified by Visa (VbV) security programme from Visa, and also the SecureCode system from Mastercard. VbV and SecureCode let you create your own personal password to use as an extra security measure for any online Visa or Mastercard payments you make.

Please check the Visa or Mastercard websites for more detail at www.visa.com and www.mastercard.com/uk or phone your bank for more help and information.

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What's 3D secure?

3D Secure stands for 3 Domain Secure. It's a new technical standard developed by Visa and MasterCard and it's designed to prevent online credit card fraud. If you've registered for Verified by Visa or MasterCard SecureCode, you'll need to enter your password to validate your identity whenever you make a purchase. Please check www.visa.com or www.mastercard.com/uk for more detail or phone your bank for more help and information.

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When is my credit/debit card charged?

We'll make a standard initial security check and then reserve your full order payment within 5 or 10 minutes. These reserved funds are then charged from your account when we send out your order.

If there are any problems with payment there may be a delay processing your order. If we're unable to process payment successfully your order may be cancelled but we'll always call or email you to let you know this has happened.

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Help! I'm having problems ordering because of Verified by Visa, MasterCard SecureCode or other payment issues.

If you are having any payment problems with using Verified by Visa or MasterCard SecureCode, please contact your card issuer direct for more information.

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How do I get a VAT receipt?

To request a VAT receipt for claiming back business expenses, sign in to My Account and click on Request a VAT receipt from your account homepage. The VAT receipt will normally take up to 14 days to arrive, usually be email.

You'll receive an order summary note with your order which can be used for any correspondence with F&F.

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Clubcard & coupons

How do I register my Clubcard details?

You can earn Clubcard points when you shop with F&F. To register your Clubcard or change your Clubcard details, just sign in to your account and click on 'Edit your profile'. It's important to use a valid UK or Ireland Clubcard number when you enter your details on your F&F account, otherwise we won't be able to offer you Clubcard points or promotions.

How do I use my Clubcard coupons and eCoupons?

Unfortunately, you cannot redeem your Clubcard vouchers on the F&F website, however for customers in the UK you can use eCoupons, Clothing Clubcard online coupons that appear in your Clubcard statement. For help or if you have any questions, call the Clubcard rewards helpline on 0800 011 3039. For more information on Tesco Clubcard and full terms please visit http://www.tesco.com/clubcard or call our dedicated Clubcard number on 0800 59 16 88.

The Clubcard helpline is open 9am to 8pm Monday to Friday and 9am to 5pm on Saturday.

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I forgot to use my new eCoupon/Clubcard coupon.

Unfortunately, we're unable to add eCoupons/Clubcard Coupons to your order after it has been submitted. However, you can still use your eCoupon/Clubcard coupon on your next order, provided the expiry date is still valid.

For more information on Tesco Clubcard and full terms please visit http://www.tesco.com/clubcard or call our dedicated Clubcard number on 0800 59 16 88.

The Clubcard helpline is open 9am to 8pm Monday to Friday and 9am to 5pm on Saturday.

My eCoupon/Clubcard coupon hasn't worked.

If you are in the UK or Ireland and have used an eCoupon or Clubcard coupon as part of an extra points promotion, your points will show up on your next statement. All other promotional savings should show up on your order confirmation. If you don't see your savings on your order confirmation, please contact our Customer Services team on 0800 323 4070. They'll be happy to help.

Our Customer Service centre is open:
8am to 11pm Monday to Friday
8am to 8pm on Saturday
10am to 6pm on Sunday

Managing your order

How do I know if my order has been received?

We'll send you an email to confirm we've received your order shortly after you complete your online checkout. Please note that this is only confirmation that we have received your order. Our contract with you doesn't start until we despatch your order. If you place an order by phone, you'll be given an order confirmation number at the end of your call. Please keep a note of this number as it will help us deal as quickly as possible with any future enquiries you may have.

After we have received your order, your card issuer will make their checks. If they decline your payment we will have to cancel your order and we will contact you by email to let you know. You will need to contact your card issuer for more details.

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Why has my order been cancelled due to payment issues?

There are a number of reasons why payment issues may result in an order being cancelled. It might be that you do not have enough credit or payment is declined as part of a fraud check. Please contact your card issuer for more information.

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How do I see a history of my orders?

When you're signed into your F&F online account click on the My account link. This will allow you to review any of your online orders with Tesco as well as update your account details.

Can I amend or cancel my order?

We're sorry but it's not possible for you to change an order once it has been confirmed. You also cannot cancel an order after the checkout stage (please take a look at our Returns policy for more details).

This not affect your statutory rights.

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Can I change my address once I've placed my order?

In order to meet our delivery promises, it's not possible to amend your order once you've checked out. However, if you want to change your address for future orders, just visit the My account area where you can amend your billing or delivery address.

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International Information

Do you deliver outside of the UK?

Yes. We can now deliver to over 70 international destinations. For full details, including shipping costs, delivery times and our delivery destinations, view our International Delivery FAQs page.

How can I place an order for international delivery?

When you visit F&F, click on the 'Sign in | Register' link near the top of the page. Click 'Register' in the New Customer section, enter your email address and then click 'Enter a non-UK address'. You can then follow the instructions to complete the form.

You can also set international delivery and billing addresses in the checkout by using the 'change address' buttons and following the instructions given.

Are any items excluded from international delivery?

Yes, there are some branded items as well as embroidered schoolwear that cannot be sold to customers outside of the UK.

Look out for information on the product detail pages regarding international availability.

Can I change or cancel my international order?

Unfortunately, an order cannot be amended once it has been confirmed or cancelled after the checkout stage. However, we do offer a local returns policy internationally, so that you can return any unwanted items.

Will I have to pay import duty or local taxes on my delivery?

There may be import duty or local taxes charged for deliveries made outside of the European Union as our products are sold on a DDU (Delivery Duty unpaid) basis. Unfortunately, we have no control over these charges and cannot tell you what the cost would be, as customs policies and import duties vary by country. For any queries you may have, we recommend that you contact your local customs office.

Can I return an international order to a store outside of the UK?

International returns can only be sent back to us at your own cost and cannot be returned to any Tesco store outside the UK. However, we are able to process local returns (see below for more information).

How do I return my international order?

You have 28 days from receipt of the order, to return any unwanted or unsuitable items to us for a refund. To return an item locally, simply visit our returns portal and follow the instructions given. You'll need access to a printer to complete this process. You should then follow the information provided via email. Please note, we may not be able to process your return without the returns form enclosed, so please don't forget to put this in. Click here for more information on how to return an item from outside of the UK.

I've misplaced my international order summary page/returns note

Don't worry, if you can't find your order summary page click on the below link, print the form and fill in all the relevant details. Don't forget to include your order number as we need your details to process any return (you'll find this in your account).

Download international order summary

Can I contact someone about my international order?

Of course - if you can't find the answer to your query on our help page, please feel free to contact F&F Customer Services. Please note though, that the team is English-speaking and can currently only respond to emails in English.

To contact us by email, please click here.

Deliveries and how to find your local store

What are my delivery options?

We have three delivery options, so you're sure to find one that suits you.

  • Standard UK delivery, £3.95: get your items in 2 - 5 days.
  • Next Day UK Delivery £5: order before 3pm and get your items the next day.
  • Click & Collect, free: order before 3pm and pick up your order the next day from a selected UK Tesco store.
  • School Embroidery, £3.95: delivery of these items may take up to 14 days. If you've also ordered non-embroidery items, we'll deliver these separately and you'll pay only for the Standard or Next day delivery you have chosen.
  • We're sorry but we're unable to offer a next day delivery service for our stores in Northern Ireland and some other outlying UK postcodes.

For full details see our Delivery information page.

  • International delivery: From £4.95. For full details, including shipping costs, delivery times and our latest delivery destinations, see our international delivery page. Delivery charges are collected by Tesco on behalf of DPD. See our terms and conditions for full details

How are my items delivered?

All our items are delivered direct to your door between 7am and 8pm, Monday to Saturday. We use a number of delivery services to make sure you get your items in the time you want them. For full details, please see Delivery information.

Can I collect my order in store?

Yes, you can choose to collect your order from over 680 stores for free. Simply choose 'Collect from store' from the available delivery options, place your order before 3pm and pick up your item(s) from 4pm the next day. If you place your order after 3pm it will be available 2 days from placing your order (e.g. an order placed at 4pm on Monday would be available to pick up in store after 4pm on Wednesday). Click here for a list of participating stores. See full details on our Delivery information page.

Which postcodes have slower delivery?

Delivery to some postcodes and outlying areas in the UK may take slightly longer if you use Standard delivery, and two business days if you choose Next Day delivery. Full delivery details are available on our Delivery Information page.

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Is there anywhere you don't deliver to in the UK?

Unfortunately, we do not deliver to PO Boxes and BFPO addresses; we may restrict other postcodes at our discretion and we will advise you of this before your purchase.
Full delivery details are available on our Delivery information page.

Do you deliver to BFPO addresses?

Unfortunately, at this time we do not deliver to BFPO addresses.

Will you deliver to businesses?

Yes, we will certainly deliver to business addresses. However, our products are for personal use only and we are not responsible for any loss a business may encounter having used them. Please be aware, delivery times may be outside usual working hours.

Can I send different products from the same order to different addresses?

Unfortunately not. When you place an order, all items will be delivered to a single address. To send items to two different addresses, you will need to place two separate orders.

Where's my order?

We'll keep you informed on the progress of your order by email and on the website. To find out the latest status of your order online, please visit My account , and click on 'My order history' Please note that our Customer Service Team does not have a more specific time of arrival for any parcels.

Please note that deliveries to some postcodes can take slightly longer than normal, full delivery details are available on Delivery Information page.

My delivery is late; what's wrong?

Please allow up to 5 days for your order to arrive if using Standard delivery. Occasionally delays can happen, which may be beyond our control, but we will always contact you as soon as we know of any delay. To track your order online, go to 'My account' and click on 'My order history'. You may find a message from us about the progress of your order.

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My order has items missing.

We're really sorry if there are items missing from your order. If you've ordered a lot of items, please note that these may come in two separate deliveries. We'll send you an email as soon as possible if there are any items that will be missing from your order, and advise on your order summary note those items we were unable to deliver.

If there are items missing from your order and we have not told you about these, please contact Customer Services on 0800 323 4070 and we will do all we can to rectify the situation.

Opening times are:
8am to 11pm Monday to Friday
8am to 8pm on Saturday
10am to 6pm on Sunday

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I've received the wrong item in my order.

We are really sorry that you have received the wrong item in your order, please contact our Customer Service Centre on 0800 323 4070 and we will do all we can to rectify the situation.

What if the product I've received appears to be different from the description?

We select images that we hope most accurately reflect the colour and shape of products along side the product specification, but, depending on your screen resolution, or the manufacture that supplies the product, there may be small variations in colour, such as a slightly lighter shade between the actual product and how it appears when viewed on the website.

Help! I haven't heard from the courier.

Unless there is a problem with your delivery you will not receive any contact from the courier after you have placed the order. However you can see the status or your order by visiting My Account and clicking on My Order History.

What happens if I'm not in to receive my delivery?

If you'd like us to leave your delivery with a neighbour or in a secure place, just let us know when you place your order - you can tell us in the delivery comment box at the bottom of your order summary page. We'll drop a card through the door to let you know where we've left your parcel.

If you're not in when we arrive with your delivery, we'll leave a card to tell you we've called. We will normally deliver again the next working day. If this isn't convenient for you, just call the number on the card and we'll arrange an alternative delivery day.

Who can sign for my delivery?

If required, anyone in the household may sign for clothing deliveries from Tesco.

Where's my local clothing store?

Simply visit our Store Locator where you can select to view your nearest clothing store

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Terms and Conditions

What are Distance Selling Regulations and my rights?

Under UK Distance Selling regulations you have a number of legal ('statutory') rights. One of these is the right to cancel your order and receive a full refund.

Your statutory cancellation right (or 'cooling-off' period) lasts for seven working days from the day after you receive your order. You are required to take reasonable care of the product whilst it is in your possession.

Tesco extends your statutory 'cooling-off' period to 28 days. We ask that you look after the product whilst it's in your possession and that when you return the product to us, you also let us have all the original packaging, tags, labels and accessories.

There are some products that are excluded from the 28 day ’cooling-off’ period and those items cannot be returned unless they are faulty. Pease see our Returns and Refunds Policy for more details on these items.

For more detailed information regarding your rights as a customer, please see https://www.adviceguide.org.uk/. Please note that we cannot be held responsible for the content of external websites.

Please visit Tesco General Terms and Conditions for more information.

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What is your security policy?

At Tesco we take online security very seriously and our systems are protected to the highest standards.

When you enter a secure site, your web browser will go into secure mode. You can check that you are shopping in a secure environment by looking for either a locked padlock or a key icon in the grey bar at the bottom of your screen.

"Secure mode" means that all of your details are encrypted so your card details cannot be viewed by anyone else on the internet.

We accept orders only from Web browsers that permit communication through Secure Socket Layers (SSL) technology; for example Versions 3.0 or higher of Internet Explorer and versions 3.02 or higher of Netscape. This technology prevents you from inadvertently revealing personal details using an unsecured connection.

For Technical Help using our website, please see the relevant section on technical help

F&F Privacy and Cookies Policy

See our Privacy and Cookies Policy here for details about how Tesco may use information we collect about you, as well as your rights over any personal information we hold about you.

Returns and refunds

If an item falls below the high standards you expect, or you change your mind about buying it, simply return it in its original packaging within 28 days for a full refund. When trying on items please take reasonable care not to mark or damage them. Items such as underwear and swimming costumes must be tried on over your own underwear. Except for faulty items, we only accept returns of items that are in the same physical condition as they were supplied. Your statutory rights are not affected.

Our refund does not affect your legal statutory rights. Find about more about our Returns Policy and our full Terms and Conditions.

How do I return an item?

UK ONLY

By post

Step 1: You'll have received an order summary page with your purchase. Please fill out the reason for your return on the order summary. If the item is damaged or faulty, be sure to let us know clearly.

Step 2: Unpeel the returns label and stick it over the original address label on the packaging.

Step 3: Repack the item with the order summary in the original packaging. We need the order summary to process your return.

Step 4: Securely seal the parcel using the remaining adhesive strip on the original packaging. If your box or bag is damaged and can't be reused please pack your items securely in alternative packaging.

Step 5: Postage is free, so you can just drop the parcel in the post. However it's a good idea to keep proof of postage. Items returned without proof of postage are sent at your own risk.

I've misplaced my order summary page/returns note

Don't worry, if you can't find your order summary page click on the below link, print the form and fill in all the relevant details. If you ordered and received your item(s) outside of the UK please see How do I return my international order?

For returns within the UK Download UK order summary (excludes uniform embroidery returns).

Don't forget to include your order number as we need your details to process any returns, you'll find this in your account.

Please note if you use the incorrect returns label for international returns, a recharge may be applicable.

In store

Step 1: Click on www.tesco.com/storelocator to find your closest Tesco store.

Step 2: Take the item to the store along with the order summary that came with your purchase.

Find out more about our Returns Policy and our full Terms and Conditions

By Courier

You can choose to return your parcel using our Collection Service for as little as £3.24.

Step 1: Simply log on to www.myhermes.co.uk/returns/clothingattesco.  You'll require a printer to print the return labels, if you do not have access to a printer don't worry, you can choose to return your items to store or by post. 

Step 2: You'll need to create an account with Hermes and fill in all required fields online to book your courier collection. Collections are available Monday - Saturday. Our courier, Hermes, will collect your parcel on your agreed date between 8am and 7pm.

Step 3: If for any reason you will not be in that day you can arrange for collection from an alternative address, or you can leave the parcel in a safe location for the courier to collect at your own risk. You will need to specify the safe location at time of arranging the collection online.

If you want to track your return parcel back to us, simply log into your MyHermes account and follow the progress of your parcel back to our returns centre. Your refund will be issued within 10 working days from collection - please allow an additional 2-3 days for the payment to show on your card.

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Is there a charge for returning an item?

For UK customers, we supply a freepost return address label with your order, so there is no charge for returning an item. This does not affect your statutory rights.

Will you refund my delivery charge?

We will give you a full refund, including the delivery charge, if you return your whole order within 7 days because you change your mind, or if you return your order because items were faulty.

What if my item is damaged or faulty?

If you receive a damaged or faulty item, please select the appropriate return reason code on your order summary note and send it back to us for a refund or exchange of the same product. If after 28 days your product develops a fault, please call customer services on 0800 323 4070.

Are there any products I cannot return?

Any products that you would like to return must be in the same physical state as when they were purchased. You must also have taken reasonable care of the product when trying it on.

For example items such as underwear or swimming costumes must be tried on over other clothes. All returned items will be inspected in our warehouse. If there is evidence that the products are not in the same physical state and reasonable care has not been taken with them then unfortunately you will not be eligible for a refund. Your legal statutory rights are not affected. For more information regarding returns of faulty items, please see our refund policy.

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How do I exchange an item?

We will be happy to exchange a damaged or faulty item for the same product; unfortunately we do not accept exchanges for any other reason. Please see our refund policy for details on how to receive a full refund. Refunds will be given within 30 days of the item's return.

Technical Help

Are there any known issues with certain Internet browsers?

To use the F&F site, you will need any of the following browsers enabled:

  • Internet Explorer 7.0 or above
  • Mozilla Firefox 2.0 or above
  • Opera 9.5 or above
  • Safari 3.2 or above
  • Chrome

You will also need your browser to be enabled to use both JavaScript and cookies.

What are 'cookies' and how do you use them?

Cookies do lots of different jobs, like letting you navigate between pages efficiently, remembering your preferences, and generally improve the user experience. They can also help to ensure that adverts you see online are more relevant to you and your interests. See our Privacy and Cookies Policy here for more information about cookies and how we use them.

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