Frequently asked questions

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.

Getting started

How do I set up an F&F account?

When you visit F&F you'll see a link near the top of the page that says Sign in | RegisterSign 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 have one. After you’ve completed your details, we'll send a confirmation email to the email address you registered so you know your account is set up.

If you don’t have a Tesco Clubcard set up yet, you can add one to your F&F account later. See our Clubcard & coupons section below for more information.

How do I search for products I want?

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 word or two; 'black silk dress' instead of just 'dress'.

Category search

You can either click on a heading in the top navigation or hover over the link for a drop-down menu with more specific categories, like 'dresses'.

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 product page if that item is available.

I've forgotten my password.

Don’t worry – we can help you reset your password. Just enter your email on the Sign in | RegisterSign in | Register and click on the Forgotten your password? link. We'll email you a link to reset your password within minutes.

I've been locked out of my account.

If you are locked out of your account, you may have entered an incorrect password too many times. Call 0800 323 4070 and our team will be happy to reset your account.

How can I change my personal details?

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

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

We are 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.

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 online exclusives and brands that you won't find on our shelves. Our value and basic ranges, like underwear sets, are sometimes available in some Tesco stores that do not have a clothing range. Alternatively, click on Store Locator to find your nearest Tesco store that sells F&F clothing.

Can I collect my order in store?

With our Click+Collect service, you can collect your order from more than 1,000 stores for free. Head over to our Delivery InformationDelivery Information page for full details and a list of participating stores.

Where can I get a clothing catalogue?

We don’t print an F&F catalogue, but why not sign up instead to our email newsletter? You’ll be the first to hear about what’s new and on trend from F&F.

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 policyrefund 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 contact your bank for more help and information.

What's 3D secure?

3D Secure stands for 3 Domain Secure. It's a 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 www.visa.com or www.mastercard.com/uk for more detail or phone your bank for more help and information.

When is my payment card charged?

We'll make a standard initial security check and then reserve your full order payment within five or ten 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.

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.

How do I get a VAT receipt?

To request a VAT receipt for claiming back business expenses, sign in to My Account and go to My Orders, where you will find a link to request a VAT receipt. The VAT receipt will normally take up to 14 days to arrive, usually by email.

Please request your VAT receipt within 30 days of placing your order.

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, sign in to your account and click on Clubcard. The Clubcard number currently associated with your F&F online account will be displayed; click Update to add one or change it if necessary.

How do I use my Clubcard coupons and eCoupons?

We’re sorry but you cannot redeem your Clubcard vouchers on the F&F website. You can, however, use eCoupons, which are Clothing Clubcard online coupons that appear in your Clubcard statement. For help, or if you have any questions, please visit http://www.tesco.com/clubcard or call our dedicated Clubcard number on 0800 591 688.

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

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 placed. However, you can still use your eCoupon/Clubcard coupon on your next order, provided it 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 have used an eCoupon or Clubcard coupon as part of an extra points promotion, your points will show upon 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.

Opening times for the Customer Services Centre:

  • Monday to Friday - 8am to 11pm
  • Saturday - 8am to 8pm
  • Sunday - 10am to 6pm

Managing your order

How do I know if my order has been received?

We'll send you a confirmation email shortly after you place your order. 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. 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.

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 that payment is declined as part of a fraud check. Please contact your card issuer for more information.

How can I see a history of my orders?

When you're signed into your F&F online account click on the My OrdersMy Orders link. This will allow you to review any of your online orders with F&F online.

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.

This not affect your statutory rights.

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 My Account where you can amend your billing or delivery address.

International Information

We can no longer deliver F&F orders to addresses outside the UK. You can still use an international billing address to place orders for delivery to a UK address, or for UK store collection. See our FAQsSee our FAQs.

If you can't find the answer to your query on our help page, please 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.

Home and store delivery

To find out about store and home delivery options, head over to our Delivery InformationDelivery Information page.

Where's my order?

To find out the latest status of your order online, please visit My Account and click on My Orders. 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 our Delivery InformationDelivery Information page.

My delivery is late.

Please allow up to five days for your order to arrive if using Standard Delivery. Occasionally there may be a delay due to circumstances 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 Orders. You may find a message from us about the progress of your order.

My order has items missing.

We're 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 help.

Opening times for the Customer Services Centre:

  • Monday to Friday - 8am to 11pm
  • Saturday - 8am to 8pm
  • Sunday - 10am to 6pm

I've received the wrong item in my order.

We are 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 help.

The product I've received appears to be different from the description.

We want you to have peace of mind when shopping with F&F online, so if you aren’t fully satisfied with your product upon arrival, you have 30 days to return it to us for a refund. See our Returns pageReturns page for more information.

If you feel our product pictures or description do not fairly represent the product you have received, please let us know on the return form. We are constantly working to improve website product descriptions.

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 Orders.

Terms and Conditions

What are my rights when I buy online?

Customers have a number of legal rights. One of these is the right to cancel any order you have made over the internet and to receive a full refund. These rights are known as the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The Regulations entitle you to a cooling off period of 14 days from the day on which the goods were received in which you can return the product.

If your purchase was from Tesco, we go further than this and allow you to cancel your order for at least 14 days from receipt and for most products we extend your right to cancel your order for up to 30 days from receipt. Please see our Returns & RefundsReturns & Refunds page for full details of our policy.

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.

For more detailed information regarding your rights as a consumer, including those under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, please see the Directgov website. Please note that we are not responsible for the content of external websites.

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; all modern web browsers support SSL. This technology prevents you from inadvertently revealing personal details using an unsecured connection.

For more information on our minimum browser requirements, or other technical help regarding our website, please see the relevant section on technical help.

F&F Privacy and Cookies Policy

See our Privacy & Cookies Policy 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 you wish to return an item or have a query about our refund policy, head over to our Returns & RefundsReturns & Refunds page.

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

Don't worry - you can get a replacement form here. Simply print it out and fill in all the relevant details. Don't forget to include your order number so we can process your return efficiently; you'll find this in your account.

If your computer does not open this PDF automatically, you may need to download Adobe Reader

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 as a minimum:

  • Microsoft Internet Explorer 8.0 or 9.0
  • Netscape 7.0
  • Opera 8.5
  • AOL 9.0
  • Firefox 3.6 or 4.0
  • Chrome 11
  • Safari 5

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 & Cookies Policy here for more information about cookies and how we use them.