Payment Information
Payment
- Ways to pay
You can use all major credit and debit cards such as Visa, Visa Electron, Mastercard, Maestro and American Express; PayPal, Apple Pay, or Klarna.
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.
- 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.
- 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.
- 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
- 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’.
- 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.
- 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.
- 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 Reiss.
- 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.
- 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 enquries@fray-london.com
Website and technical
- Do you offer live chat services?
Currently we do not offer live chat services. To contact us you can either WhatsApp us at +44xxxxxxxxxx or 03xxxxxxxx. Further you can email us at info@fray-london.com or enquiries@fray-london.com.
For returns and exchanges please click here **attach inbound returns and exchanges link**
- Other
- Can I get VATT receipt?
We’re sorry, we are not able to provide you with a VAT receipt.
- Do you offer gift wrap service?
We do not currently offer a gift-wrap service.
- Contact us
BY E-MAIL
For general information:
For enquiries related to order including returns:
BY TELEPHONE
If your query is about an order placed, then please call FRAY customer services on 03xxxxxxx for number within the UK and +44xxxxxxx for international numbers.
Our UK based team are here to help between 8AM to 4PM (GMT) Monday to Friday. 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
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