This is a demo store. Any orders placed through this store will not be honored or fulfilled.

FREQUENTLY ASKED QUESTIONS


PLACING AN ORDER

 


STOCK/PRODUCTS

 


DELIVERY

 


RETURNS

 

 

 

GENERAL





PLACING AN ORDER


What if I've forgotten my password?
Whilst on the ‘Login/Register’ section of our homepage, enter your email address into the required field.
You will receive an email prompting you to create a new password. Once this is done, you can then use that new password to edit your account, place orders and leave product reviews.


Why can’t I sign into my account?
If you are having problems signing in to your account, please make sure you are entering the correct email address and password for your existing account (sounds obvious but we’re always getting ours wrong).
If you are still experiencing problems, try resetting your password (see the question above).


How do I make a purchase?
Once you have found the item(s) you wish to purchase, select the colour and size and select ‘Add to Bag’.
When you are ready to complete your order, click on the ‘view bag’ option if you'd like to see an order summary, or click 'buy now' to access the checkout more quickly - these links are visible at the top right of your screen. If you already have an account registered with us, you may be asked to login, and then proceed to the ‘Checkout’.
Ensure that all of your address, order and payment details are correct and select ‘Order Now’.
If you have any questions on this process, or have any difficulties placing an order, please give our Customer Care team a call on 0758 424 2153


Which payment methods does Fascinator Store accept?
You can pay online in a completely secure environment with Visa, Mastercard, Maestro , Visa Delta and PayPal.
Prices include 20% VAT.


Does Fascinator Store accept PayPal?
Yes, PayPal is available as a secure payment method for our online shop. Please note that when selecting to pay with PayPal, payment for your order will be processed instantly.
Any refunds on PayPal orders will only be refunded to the original PayPal account.
Unfortunately, it is not possible to arrange exchanges for any orders placed through PayPal, only refunds.


Is it safe to use my credit card online at Fascinator Store?
Very. Our online shop uses the very latest encryption technology (SSL) to ensure that your transactions with us are completely private and protected as they travel across the internet. When you proceed to make your purchase, your browser makes a connection to the secure section of our website. Your browser will show a padlock in the bottom right corner to indicate that it has made a secure connection and depending on your browser a window may pop-up to notify you that you are entering this safe area.

In addition, our site uses secure payment technology which gives you peace of mind when shopping online. This means that you may see some additional checks taking place when you are ordering with your credit or debit card. If you experience problems with payment, please double-check your card details with your bank.



Can I change my shipping address after my order has been sent out?
Once an order has been despatched, the delivery address cannot be changed.
This is because your order has already been packed and may have already left our warehouse.

If you have moved house and want to receive the parcel on its way to your old address, try contacting your local Post Office to organise a redirection.

If you are not at the specified delivery address when delivery is attempted, the courier will leave a ‘while you were out’ card. This card will give you the information you need to collect your parcel, or have it redelivered elsewhere.



How will I know you received my order and when will the payment be deducted?
You will receive an order confirmation email within 12 hours of your order being placed. If you have not received this email, then please check your junk mail filter. If you have any problems please contact us.

If you have chosen to pay by credit or debit card, payment for your order will be taken when it is sent out to you. If you decide to pay by PayPal, payment for your order will be processed at the time the order is placed.



When we send your order, you will get a despatch confirmation email.
If there are any problems with your order, we will contact you.



How do I redeem a discount code/coupon?
You can redeem your discount code during the ‘checkout’ process when placing an order on our website.

The second step of this process will ask you to enter a promotional code in the supplied field. Once you’ve chosen ‘Update’, then the promotion/discount will be automatically applied to the order.

We do not allow for more than one promotion to be applied to any one order.



I’ve forgotten my order number. How can I find it?
You can view your order history in the ‘My Account’ section. All of the orders you placed on our our website viewable here, along with the order numbers.

We also send an order confirmation email to the address your account is registered to. This email includes your order number too.



Can I add items to an existing order?
No. Please email us and we’ll be happy to place a new order for the additional item(s).



Can I cancel an order once it has been placed?
Our  warehouse team package your parcel and aim to send it out as quickly as possible. Because they’re so speedy, sometimes it may not be possible to cancel your order. Get in touch with our Customer Care team if you have any questions. .

If your order has already been despatched, you can return it within 14 working days of receiving your item(s). Just contact us at info@fascinatorstore.co.uk .

 


STOCK/PRODUCTS


I want an item, but it is sold out is there any chance I can still get one?
We’re really sorry that we have sold out of the item you wanted. If the item is not displayed on our website, then we have sold out online. Contact our team through the contact form or email info@fascinatorstore.co.uk.

 



DELIVERY



How much is delivery?
Standard + Highlands & Islands = £2.99 (free for orders over £30)

Next Day = £6.99
Delivery to EU countries = £9.95
Delivery to the rest of the world = £9.95

* Please note that Channel Islands are neither GB nor EU and will therefore incur an £8.00 delivery charge.



How long will delivery take?
Standard + Highlands & Islands: usually between 3 – 5 working days, but we say it may take up to 10 working days in case there are any delays. If your order hasn’t arrived after 10 working days, please email us at, info@fascinatorstore.co.uk.

Please note that Express delivery is not available to the Scottish Highlands & Islands and non-mainland UK postcodes as follows:

Scottish Highlands: AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30,PH31-41, PH49-50, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Channel Islands: JE1, JE2, JE3, JE4, JE5, GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, GY10
Isle of Man: IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM9, IM86, IM87, IM99
Isle of Wight: PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41

Next Day: 1 day

Delivery to EU countries: May take up to 5-7 working days and will be delivered by the national postal service in the destination country. For example; La Poste in France.

Delivery to Rest of World: This may take up to 7-9 working days and will be delivered by the national postal service in the destination country. For example; USPS in the USA.



Has my order been sent yet?
When we despatch your order, we will send a ‘despatch confirmation email’ to the email address which your account is registered to.

If you have not received this email after three working days of your order being placed, please email us at
info@fascinatorstore.co.uk



Can I track my order?

Standard Delivery Tracking - Hermes
You can track your order at Royal Mail's website - Click Here to track
Please see the above section ‘How long will delivery take’, for delivery time frames. If your order has not arrived after 10 days email us at,
info@fascinatorstore.co.uk.

If your order is being sent outside of the UK, Click Here to Track.



Do I need to sign for my order?
All orders being delivered within the UK are sent with a ‘Signed For’ service. Therefore, all parcels will need a signature upon delivery.

Please ensure you enter the delivery address where you will be around to sign for the delivery.



What if something’s something wrong with my order?
If your order is not exactly what you hoped it would be, please email us at info@fascinatorstore.co.uk.



Does Fascinator Store ship to multiple addresses?
Sorry, no we don't You must allocate one delivery address. If you want certain items to go to different addresses, we suggest placing two separate orders with different delivery addresses.

Please email
info@fascinatorstore.co.uk if you have any questions about this.



How does Fascinator Store ship to BFPO addresses?

We despatch the parcel to the address that is specified. The parcel will be intercepted by the postal service and sent to a secure British Forces sorting office.

Your order may be delivered to the administration office within your command post.



Which countries does Fascinator Store NOT ship to?
We don’t currently send orders to the following destinations:
Belarus
Bulgaria
Cameroon
Czech Republic
Estonia
Georgia
Ghana
Indonesia
Ivory Coast
Latvia
Lithuania
Malaysia
Nigeria
Poland
Romania
Russia
Senegal
Sierra Leone
Slovakia
South Africa
Sudan
Swaziland
Taiwan
Tanzania
Turkey

We reserve the right to add/remove from this list at any time.



 RETURNS

 

How long do I have to make a return?

If you wish to return an item to us for an exchange or full refund you must inform us within 7 days of receiving your order using the secure form on our contact page.
All items will need to be returned and received by us within 14 days from date of purchase.



Where do I send my returns?

SEND TO:

 

  •             Fascinator Store Returns
                101 Braddon Road
                Loughborough
                Leicestershire
                LE115YY
                United Kingdom

 



How do I return an item?

We recommend you send your return using a secure or trackable method - i.e. Recorded/Special Delivery - and that you retain your proof of postage.

Until we receive your return to our warehouse, the items and their condition are your responsibility.

 


How do I exchange an item?
If you wish to return an item to us for an exchange or full refund you must inform us within 7 days of receiving your order using the secure form on our contact page.
Once we’ve received your returns, we will sort out the exchange for you.



Will I be refunded the full value of my order?
You will be refunded for the item(s) that you return, at the price that you paid for the item.

Once refunds have been processed the transaction may take 3-5 working days to show up on your statement.

Please note that refunds onto your credit/debit card may display in multiple transactions. For example, each item refunded separately.

Unfortunately, it is not possible to arrange exchanges for any orders placed through PayPal, only refunds.



Have you received my returns?
Returns may take up to 14 days to be returned to us, and processed within our warehouse. Unfortunately, we cannot trace parcels which are on their way back to us.

Once we have processed your returns/exchanges, we will send you a refund confirmation email advising the action that we have taken.

If you have not received this email after 10 working days, please email us at
info@fascinatorstore.co.uk.




GENERAL 


Is my personal information kept private?
All the information you share with us is secure, private and confidential. At no point will we share your personal information without your consent.

To register an account with us, we will need to know your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number and expiration date.


How do I sign up for Fascinator Store emails?
Enter your email address into the ‘ Email Sign Up ’ section on the bottom of our website’s homepage.

If you have any questions, email us at
info@fascinatorstore.co.uk.



Does the order value include VAT?
For all orders being shipped to GB or mainland Europe, 20% VAT is included in the price of all items.