FAQ

Placing an order

Q. Do I have to create an account to buy things through Fabled?
A. Feel free to take a look around Fabled without an account, but if you spot something you’d like to buy you’ll be asked to sign in or create an account before you check out.

Q. Is there a minimum spend?
A. No, there is no minimum spend when shopping at Fabled.

Q. Can I edit or cancel my order once it has been placed?
A. You cannot edit your order once it has been placed but you are able to cancel your order up until the point it is dispatched. Simply log in to fabled.com and select 'Your Orders' from 'Account Settings'. You can view or cancel any orders waiting to be dispatched. Although we can't specify when your order will be dispatched, it's usually the day before delivery.

Q. When will I be charged for my order?
A. We'll take payment on the day your order is dispatched.

Q. Which payment methods do you accept?
A. We accept Visa, MasterCard, Visa Debit/Delta and Switch. Unfortunately, at the moment we don't accept Visa Electron, American Express, or Solo cards.

Q. How do I add a new card to my account?
A. You can add a new card to the 'Stored payment details' section of 'Account Settings', or simply add one as you check out.

Q. Why isn't my card working?
A. It could be that some of the details haven't been entered correctly, we don't accept that type of card, or you've recently cancelled your card. If you're still having problems, you may need to get in touch with your card provider to find out why.

Q. How do I enter a voucher code?
A. Once you reach the checkout there will be a box to enter your voucher code. Type in the code exactly how it appears – don’t leave any spaces between the characters.

Q. Can I add a voucher after I've placed an order?
A. Unfortunately not, voucher codes need to be added as you check out.

Q. Why isn't my voucher working?
A. It may be that you are entering the voucher code incorrectly. Type in the code exactly how it appears and make sure there are no spaces between the characters of the code. If you’re still having problems then just give us a call on 0330 123 0500, we’ll be happy to help.

Q. Where can I find details of my order?
A. Orders past and present can be found in the 'Your Orders' section of 'Account Settings'.

Q. Can I order over the phone?
A. Afraid not - we're an online-only business so all orders must be placed through our website. For a better idea of what it's like to shop with us, take a look at our website walkthrough. If you have any other questions about shopping with us, please don't hesitate to email us at hello@fabled.com or give us a call on 0330 123 0500.

Q. Why do you ask me additional questions before I buy certain items?
A. Certain products sold at Fabled may be age restricted by law for the protection of children or for other social or safety reasons. We may ask for additional information to clarify your age at the time of purchase - even if we have requested this on previous occasions. If you have age-restricted items in your order and are lucky enough to look younger than 25, your driver will ask to see some ID proving you're over 18. A valid photo driving license or passport will do just fine.

Q. Why is an item no longer in my basket?
A. Occasionally, items are available for delivery in certain locations but not in others. This is due to stock availability. Once you log in with your details, we are able to confirm whether the product is available in your area. If it is not, the item will be removed from your basket and show as out of stock.

Delivery

Q. How does your Delivery work?
Orders are delivered the very next working day when you order by 3PM. This option is FREE when you spend £60 or more, or just £3.99 if you spend less. Your order will be delivered in an allocated time slot between 8am-8pm Monday to Friday. Orders placed on a Saturday will be delivered on Monday. The only exclusion to these delivery times are public holidays when they will not be delivered until the next working day. Over our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order. We will tell you your delivery dates as you check out so you know when to expect your delivery. Each delivery is fully tracked and you will receive SMS/email confirmation of your tracking details.

Q. Is there a delivery charge?
Delivery is free when you spend £60 or more. If you spend less than £60 it is £3.99.

Q. Why don't you deliver to my postcode?
A. Unfortunately, there are certain Geographic regions where next day delivery may not be available. We will endeavour to deliver your products within 2 days but this is not guaranteed and delivery may take longer in these areas.

Q. Do I need to be at home when you deliver?
A. Once your items have been despatched you will receive details of how to alter your delivery time and location. If you’re not in when they call they will leave your items with a neighbour where possible. Please note that if you alter your delivery in any way then your delivery charge may be affected.

Q. What happens if I miss my delivery?
A. If you miss your delivery then you will be left a card. Your items will either be left in a safe place (with a neighbour, for example) or if this is not possible then the items will go back to the depot. If this is the case then you will have 24 hours to arrange a re-delivery. If we don’t hear from you then we will try to deliver again the following day. If we are still unable to deliver after three attempts then you have 24 hours to arrange a re-delivery otherwise the items will be returned to us. If you no longer want the items delivered or have any questions then just call us on 0330 123 0500.

Q. Can I book a delivery slot before placing my order?
A. No, your delivery will only be confirmed once your order has been dispatched.

Q. How can I add a new address?
A. You can add or change an address in the 'Delivery address book' section of 'Account Settings'.

Refunds and Returns

Q. Can I get a refund?
A. Of course. You have up to 14 days to ask for a refund. You must give us a call first on 0330 123 0500 for us to process your refund and advise you of the best way to return your item. Please read out Returns policy for more information

Q. Are there any items that can't be refunded?
A. Unfortunately, no refunds or exchanges can be given on items which are personalised or made to your specification. For hygiene reasons cosmetics and toiletries cannot be returned if unwrapped or unsealed unless faulty. Perishable products and products that become mixed inseparably with other items, after delivery cannot be returned. Where a product has a security sticker warning that the product cannot be returned once the sticker is removed, a refund or exchange will not be given if the seal is broken except in accordance with your legal rights. Returned items which are not in new or unused condition may not be fully credited to your account unless they are faulty. This does not affect your right to return faulty items.

Q. Why haven't I received my refund yet?
If you haven't received your refund please get in touch with us. Email us at hello@fabled.com or call us on 0330 123 0500 - we're here 8am-11pm seven days a week.

Q. How long will it take to process my refund?
A. We'll try to process your refund within three working days, but it may take up to 14 working days to appear in your account.

Q. Do I have to pay for a return?
A. All returns are completely free unless you’re posting your product back to us yourself, in which case you will be liable for the cost of this.

Q. How long do I have to return items to Fabled?
A. If you'd like to return something, please get in touch with us within 14 days of your delivery. See our full Returns Policy for more information.

Emails and communication

Q. How can I change which emails I receive?
A. To choose which emails you'd like to receive, simply log in and go to your 'Account Settings'. Click on the 'Marketing Communications' link and edit your preferences. When you're finished, remember to hit the 'Update' button to make sure your changes are saved.