Contact & Faqs

  • Order enquiries

  • Feedback

  • Rewards

  • General Enquiries

  • Want to discuss a specific issue, topic, feedback, etc. 

  • Request for out-of-stock items

FAQ's

Accounts

Can I create my own address book?

You can add your address(es) to your account within the account settings by creating an account with us.

Are there benefits if I register?

Yes! We will automatically track your orders and send you updates, newsletters, and information about your rewards with our loyalty program.

How do I reset my password?

Please use the forgot my password section when on the login page for your account.

Where can I check my order status?

The order status can be monitored from your account in the orders section. This will show you your past and current orders, as well as progress on current orders. We will also update you separately by email on the progress of your order with tracking info - see shipping FAQ.

Storing Credit Card Information

We do not store your credit card information in any capacity. Shopify's checkout itself will save your last used card if you tick that box; however, we do not have access to any of this information, as these are 3rd party financial bodies regulated by the fcc.

Order History

You can check your order history on your account page by checking the orders section showing past and current orders. This feature is done automatically for customers with accounts; if you do not have an account, this will not be available. However, you can always send us an email requesting this, and we will check for you.

Shipping

When will my order arrive?

For UK orders -

Standard orders are estimated at 3 - 5 business days.

For EU orders -

Standard orders are estimated at 5 - 7 business days.

For International orders -

Standard orders are estimated at 5 - 10 business days.

Tip -

If you order before 4 pm on a weekday, your order will be dispatched the same day!

What delivery options do I have?

For UK orders, we offer Evri, FedEx, and Dpd couriers for delivery

For EU orders, we use FedEx. Below is a list of local courier partners used by Dpd and Evri for mainland Europe deliveries; only applicable on certain orders - contact us for more info.

Local partners -

Austria - GLS

Belgium - Bpost

Croatia - Hrvatska Posta

Denmark - PostNord

Finland - Posti

Germany - Deutsche Post

France - Laposte.fr

Ireland - anpost

Latvia - Pasts

Italy - Poste Italiane

Liechtenstein - SwissPost

Luxemburg - Post Luxemburg

Netherlands - PostNl

Poland - Poczta Polska

Portugal - CtExpress.pt

Slovenia - Posta Slovenije

Spain - Correos.es

Sweden - PostNord

Norway - PostNord

Swiss - SwissPost

How can I track the status of my package?

We will send you automatic emails confirming the order receipt, dispatch notification, and order tracking number.

You can then use the order tracking number to continuously track the order. You can always track it from your orders page on your account.

What does it cost to ship my order?

We have a flat fee of £10 per order. This is a flat rate regardless of the order quantity. We are working hard to ensure orders in the future can be shipped for free after a certain threshold is met.

What carrier do you use to ship your orders?

For UK orders, we use FedEx, Dpd, and Evri as UK-specific carriers; for EU orders, we always try to ensure reliable couriers are used, such as FedEx.

Where do you ship to?

For the moment, we ship throughout the UK, Europe and Japan. If your country is not within these territories, then please send us an email detailing where you would like your order shipped to and we can arrange for it to be placed and shipped.

Return and exchange

What is the returns policy?

We offer 30 days after dispatch for customers to notify us of a return request. (Alternatively you can do this automatically on our website)

How do I make a return?

Please use the automatic return form on your account page or confirmation email.

Additionally, you can get in touch with us via our contact form below or simply send us an email at info@forsteri.co.uk to request your return by specifying the order number, items to be returned, and quantity.

We will send you the return label and instructions after this.

We also require customers to fill in the return form included in the parcel (or online), specifying the return code.

How long is the return period

30 days from date dispatch. Additionally, we allow 2 buffer days incase of customs and duties for the shipment.

Is there a charge for making a return?

Yes, returns for the moment are charged at £10 per return, however you can return multiple items in the same return (recommended).

How long does it take for a refund to be issued after an online return?

After receipt of your return, we will send customers confirmation of the return, and after inspecting the order (5 working days), we will issue a confirmation of refund, which usually takes 3-5 business days for UK orders and 5-10 business days for EU orders.

Can I exchange my order?

Yes. Please email us using the form below or sending an email to info@forsteri.co.uk. Please specify the order number, items wished to be exchanged, quantity, and size(and/or) products desired for the exchange.

After receipt of the product for exchange, we will send you a confirmation of receipt and then a confirmation of dispatch of the exchanged item. If the exchanged product is of a lesser value than the returned product, we will refund the balance, and vice versa if the value is more.

products

Bought faulty or damaged product?

Please get in touch with us immediately and report the fault or damage. Once we have ascertained the situation and whether it was due to shipping and handling, we will instruct customers on how to return the product for an exchange or refund.

Do you have sizing guidelines?

Yes, please see the small section/button below each product's description entitled "size guide" for information on sizing.

Product Care

For all product care, please consult our wash-care labels.

Furthermore, we have our sustainability page describing the expectations for each fabric used. If you have any further questions, please get in touch by sending us an email with the form below or send to info@forsteri.co.uk

The item I want is out of stock - what can I do?

Please register your desire for the item which is out of stock or a size by signing up for updates or emailing us directly, and we will update you by email as soon as it is available again.

Shopping and payment

How long are items held in the shopping bag?

The bag holds items for 30 days. The bag will update automatically; however, if there are any promotions applied or the item is no longer available, your bag will update accordingly.

What payment methods do you accept?

We accept the following direct payment methods -

- Shopify

- Visa

- Mastercard

- Paypal

- ApplePay

- GooglePay

- Maestro

- UnionPay

If your preferred payment method is not listed, please let us know and we will look into adding it!

Are all prices on the website including VAT?

Yes, all prices displayed on our website reflect VAT in the price total.

How do I use promotion codes for my order?

Simply apply the promotion code during the Checkout section in the field/prompt entitled promotion codes. If you have any questions about promotion codes or would like any more info, please send us an email using the form below or send it to info@forsteri.co.uk

How does Klarna Work

Klarna works by allowing its users several check-out methods -

1. Pay immediatly with Klarna protection

2. Pay in 30 days - you will be given 30 days to pay Klarna for the order amount

3. Pay in 3 - you will be given a 3 part instalment plan where every month you pay 1 part of the plan which is the order total divided between the 3 instalment

If you have any questions about this or other payments please contact us

Will I get charged for Customs Duty and Taxes?

No, customers are never charged for customs and duties. Forsteri fronts all costs for duties and customs that may apply.

Cancelling your order

How do I cancel my order?

You are free to cancel your order if you have already placed it by emailing us using the form below or sending the cancellation request to info@forsteri.co.uk

If the order has already left the warehouse, we will attempt to cancel it with the carrier. If the order is already with the carrier, you will need to complete the return process, but don't worry, it's free!

Model Cancellation Form

We don't have a model or specific cancellation process. If you would like to cancel, please email us as soon as it is convenient, requesting the cancellation.

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