1. How do I return? 

You can return any unused items within 14 days of receipt by post. Please contact us via:

Email: Customerservice@fray-london.com

Phone: +1 315 675 5170

Our returns process is simple and free of charge. Please contact us and our customer service team would be happy to assist.

If you do not return the item within the time specified, we may retain the item(s) and/or not refund at all or refund the current or last selling price.

 

Can I exchange an item?

We’re sorry, we don’t offer an exchange service. However, you can simply return any unsuitable items to us for a full refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.

 If you would like to speak to us about your return, please contact us, the quickest way to do this is via live chat or email us at customerservice@fray-london.com. We normally reply in 1-2 business days. Alternatively, you can call us at

+1 315 675 5170

Timings for Calling us are:

Monday to Friday 9am - 6pm GMT+1

**For contact charges contact your service provider

1. Refunds:

How long will it take to receive a credit or refund for returned items?

Items are refunded to your original payment method when they reach our warehouse which can take up to 14 business days from the day the items were posted.

Please allow the time stated below for your return to be credited to your original payment method.

Payment Method	Timescales for a Refund
Credit/Debit card	5 Working Days
Paypal	3 Working Days
Afterpay	5 Working Days
Klarna	5 Working Days
Apple Pay	7 Working Days

Please note that not all of the above payment methods will be available in your country. Please visit the payments section in the FAQ's to see which payment methods are available in your country. 

1. Faulty, damaged or incorrect item received:

We’re very sorry you have received an incorrect or faulty item. 

If you would like to speak to us about your return, please contact us, the quickest way is to call us or email us at customerservice@fray-london.com. We normally reply in 1-2 business days. Alternatively, you can call us at

+1 315 675 5170

Timings for Calling us are:

Monday to Friday 9am - 6pm 

**For contact charges contact your service provider

 

Delivery

1. How can I track my order? 

Delivery times: 

USA: 3-4 business days

UK: 3-4 business days

Middle east: 2-3 business days

Rest of the world: 4-5 business days

Great news, shipping is currently free worldwide. 

Please note that our delivery service may be affected over bank holidays and during sale periods. Specific delivery details will be confirmed at the time of order. 

Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible.

Please note that a signature will be required when your parcel is delivered. This may be a verbal or written signature. If you request for your parcel to be left in a safe place or without a signature then you are accepting full liability of your parcel.

1. Delivery

Great news, shipping is currently free for all orders worldwide.

Please note that our delivery service may be affected over bank holidays and during sale periods. Specific delivery details will be confirmed at the time of order. 

Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible.

Please note that a signature will be required when your parcel is delivered. This may be a verbal or written signature. If you request for your parcel to be left in a safe place or without a signature, then you are accepting full liability of your parcel. 

For further details please refer to our Terms & Conditions. **

1. Will all my items be delivered together?

In most cases your whole order will be delivered at the same time. The following exceptions apply:

Delayed Items

Delayed items will be dispatched as soon as stock becomes available. You can track the progress of your order by going to My Account and selecting ‘Order Tracking’ on the left side, under "Account Options".

When will I receive delayed items?

When your item becomes available for despatch, we will email you so you can track your order.

Can I have my order delivered to an alternative or work address?

We’re sorry, shipping to an alternative address other than the account address is not possible. This includes work address, PO Box or an address in another country.

Will I be charged customs fees?

Our terms of sale to our customers in the USA are DDP- Delivery Duty Paid for upto $800. That is to say, the amount paid by you is fully inclusive of delivery to the specified delivery address and all duties, taxes and customs clearance fees for upto $800. 

1. I haven't received my order

Simply check the online tracking of your parcel by logging into 'My Account' and click on 'My Orders. Alternatively, you can also click on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know on  customerservice@fray-london.com and we can help you. 

An item is missing from my parcel

If an item is missing from your parcel, it may be delayed. In this case, it’ll be sent in a separate parcel once we receive further stock at the warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

If you receive a damaged parcel, please check that all the items you ordered are inside. If any items are missing or damaged, please contact us as soon as possible so we can help you.

Payment

1. Ways to pay 

You can use all major credit and debit cards such as Visa, Visa Electron, Mastercard, Maestro and American Express; PayPal, Shop Pay, Google Pay or Apple Pay. 

If you choose Klarna as a payment method, an email will be sent directly from Klarna to you with an invoice for payment, so keep checking your registered email address. Please bear in mind that if you choose Klarna, they may apply a limit, which can vary for each customer. You can find further information at ‘www.klarna.com’.

We’re sorry, it’s not possible to use a promotion code if you choose the ‘Klarna’ payment option.

Credit and debit cards must be registered to the billing address that we hold for you on your account.

We are unable to accept cards that are due to expire within the next 5 days. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained.

1. What if my payment is not accepted?

Your payment will not be accepted if the credit/debit card you are using to make the payment is not registered to the same address as the billing address. This is a measure we take to protect both our customers and ourselves from fraud.

If your card is registered to the same address, please ensure that you have entered the correct security code and expiry date. Some banks require further security checks before allowing a card payment to be processed. If your card payment is declined at the checkout, please contact your bank directly who will be able to advise you further. Please also make sure that your payment card is set up by your card issuer for international payments. 

1. What is a card security number? 

The card security code for most cards is a three-digit number found on the back of your card on the signature strip. It is preceded by part or all of your card number but is always the last three digits.

For American Express the security code is a four-digit number on the front of your card above the card number.

This security code gives extra protection when shopping online, as only the person who holds the card will have access to the code.

We are unable to proceed with your order without this security number.

1. Help with saved card(s)  

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card that you want to update and you will see the ‘Edit Card’ screen. 

Deleting a saved card 

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card you’d like to delete and select the ‘Delete Card’ option. This will be removed from your account immediately.

 

My Account

1. Sign into my account:  

To sign into your account on www.fray-london.com, Click on ‘My Account’. 

To access your account in full, enter the email address you registered your account with.

Enter your password.

Click 'Sign in'.

If you have forgotten your password, you can reset it from the My Account screen by clicking ‘Forgotten Password’.

If you choose to reset your password, you will receive an email containing a temporary password. Use this to log in to your account on 'My Account' and change your password by clicking on 'Change Details' and then ‘Sign in details’ on the left-hand side of the page. You may need to check your Junk/Spam folder for the password reset email.

Please note: If you have not placed an order within the last 12 months, you will be required to open a new account, simply register ‘here’.

1. Changing personal details: 

It is important that your personal account details are up to date so we can keep in contact with you. Please follow the steps below to change your details.

Change your billing address, contact number, email address, password and marketing preferences.

Stay updated with all the latest information from us, including important information about your account and the latest releases by keeping your contact details up to date.

To amend your billing address, contact number, email address, or change your password, follow these steps:

Log into 'My Account' using your email address and password.

Select 'Change Details' from the menu on the left-hand side.

Then choose to change your 'billing address' or 'sign in details' from the menu.

Once you have updated your details, click on ‘save changes’ on the right-hand side to save them to your account. 

1. Change your name 

We’re sorry, currently it is not possible for us to change the name on your account. If a name change is required, then we will need to close your existing account and you will need to create a new account. 

1. Do I need an account to place the order?

You don't need to have an account with us to place an order as you can check out as a guest if you wish. You can even do this if you are a registered customer.

Please note, if you are a registered customer and you checkout as a guest, your order will not appear in the 'Orders and Returns' section in 'My Account'.

There are benefits of having an account with Fray London:

• See your orders and returns in one place.
• Track your orders and see whether any refunds have been processed.
• Keep all of your personal details up to date.
• Change your password.
• Manage your marketing preferences.
• Make changes to your billing details.
• Manage your Wishlist.

1. How do I close my account?

We're sorry you’re thinking of leaving us, we would hate to lose you as a customer and would love to know if there's anything we can do to change your mind.

In order for us to close your account, please contact us at  customerservice@fray-london.com

Ordering

1. How to place an order:

Placing an order is easy!

Step 1. Browse and shop our vast range of items.

You can navigate the website using the navigation bar at the top of each page. This includes access to search, help, your shopping bag, your account information. 

To view a product, simply click on any picture to see an enlarged view and other details including a description, sizes and colours. Then simply select a size, at which point we will let you know if the item is sold out or available. If it’s available, you can click on "Add to Bag" to buy the item.

You can search our site by item description, item number or keyword.

Once you have added all of your items to your bag, you simply need to click ‘Checkout’ and follow the steps.

Step 2. You can use all major credit and debit cards such as Visa, Visa Electron, MasterCard, Maestro and American Express; PayPal or Apple Pay. The card must be registered to the address where your Account is held.

1. Has my order gone through?

There are two ways to check whether your order has gone through successfully.

Once you have placed your order, you will receive an automated ‘order confirmation’ email within 1 hour, which will include all of the items that you have ordered and expected delivery dates. You will only receive this email if you have a valid email address registered to your account. For information on how to add or amend your email address click here **link with (4) changing personal details under the heading My Account**.

If you do have a valid email address registered to your account and you haven’t received an order confirmation email, please check to ensure that the email has not been filtered into your ‘junk’ folder.

If you still can’t find the email, you are also able to see if your order has been placed by signing into ‘My Account’ and selecting ‘Order Tracking’. Although the details may not instantly be there to view, they will appear within 2 hours of ordering.

1. How do I cancel my order?

Our order process is super quick, so we are only able to cancel delayed items. 

To cancel delayed items, log in to ‘My Account’ using your email address and password and select the 'Order Tracking' option.

Select the 'Cancel Item’ link next to the item you wish to cancel. If you're unable to cancel the order, please return it back to us for a full refund.

Product Information 

1. What size should I buy:

All items on our websites are listed in UK sizes, US sizes and European Sizes

Every product has a 'Design and Fit' description which shows information about the fit of the garment as well as the size that the model is wearing. Unless otherwise stated, our sizing is true to size.

We also have men's size charts available with each product description to help you find the best size for you. Furthermore, we also provide a third party service with the name of “easy size” which is an intelligent learning system and recommends you a size based on the sizes you already wear or your previous online purchases. 

1. Where are your garments made?

We work with a number of carefully selected suppliers from around the world in countries such as Turkey, Italy and the Far East to produce products of the highest quality.

We work closely with our suppliers to ensure that working conditions in our supply chain 

are safe, fair, legal and humane.

1. An item is showing out of stock ?

If an item is showing out of stock, please leave us your email and we will inform you as soon as the item is back in stock. For any more information please contact us at customerservice@fray-london.com 

1. How do I care for my garments?

All our products have clear wash care instructions on the inside labels.

 

TO KEEP YOUR CLOTHES LOOKING NEWER FOR LONGER, TAKE A LOOK AT THESE TOP TIPS:

• Always read the care label and follow the washing instructions.
• Be careful not to overload your washing machine.
• Wash your clothes with similar wash care types and colours.
• Always dry your clothes as stated on the wash care label.
• Wash your clothes at the correct temperature. If in doubt, always wash at a lower temperature.

Dry Cleaning Guide

• May be professionally dry-cleaned using tetrachloroethylene - normal process.
•  May be professionally dry-cleaned using tetrachloroethylene - mild process.
•  Do not dry clean.

Washing Guide

• Washable up to 40°C. Usually used for robust fabrics, especially cotton
• Washable up to 40°C in mild wash conditions. Usually used for synthetics
• Washable up to 40°C in very mild wash conditions. Usually used for machine washable delicates
• Hand wash only
• Do not wash
• Do not bleach 

Drying Guide 

• Tumble dry at low heat setting
• Do not tumble dry

Ironing Guide

• Hot iron
• Warm iron
• Cool iron
• Do not iron

Website and technical 

1. Do you offer live chat services? 

We do offer live chat services. To contact us you can reach us out at  customerservice@fray-london.com or call us at +1202 499 7408 timings are from Monday - Friday 9am - 6pm GMT +1. Further you can email us at customerservice@fray-london.com

For returns and exchanges please contact us at  customerservice@fray-london.com

1. Can I get  VAT receipt?

We’re sorry, we are not able to provide you with a VAT receipt.

1. Do you offer gift wrap service?

We do not currently offer a gift-wrap service. 

1. Contact us

BY E-MAIL

For general information and returns please contact us at:

 customerservice@fray-london.com 

BY TELEPHONE 

If your query is about an order placed, then please call FRAY customer services on +1202 499 7408. Timings are from Monday - Friday 9am - 6pm GMT +1

Our UK based team are here to help between  Monday - Friday 9am - 6pm GMT +1 (GMT). On weekends you can reach us out via email. 

BY POST

If you wish to send a letter, please write to us at: 

Fray London Ltd  

2 Frederick Street 

Kings Cross London 

WC1X 0ND 

UNITED KINGDOM