Contact and Faq's
Frequently Asked Questions
Accounts
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You can add your address(es) to your account within the account settings by creating an account with us.
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Yes! We will automatically track your orders and send you updates, newsletters, and information about your rewards with our loyalty program.
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Please use the forgot my password section when on the login page for your account.
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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.
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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.
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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
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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! -
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 -
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. -
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.
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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.
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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
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We offer 30 days after dispatch for customers to notify us of a return request. (Alternatively you can do this automatically on our website).
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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. -
30 days from date dispatch. Additionally, we allow 2 buffer days incase of customs and duties for the shipment.
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Yes, returns for the moment are charged at £10 per return, however you can return multiple items in the same return (recommended).
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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.
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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
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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.
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Yes, please see the small section/button below each product's description entitled "size guide" for information on sizing.
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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 -
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
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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.
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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! -
Yes, all prices displayed on our website reflect VAT in the price total.
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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
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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 -
No, customers are never charged for customs and duties. Forsteri fronts all costs for duties and customs that may apply.
Cancelling your order
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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! -
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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