Skip to content

FAQs

How do I search for a product?

Searching for a product is so easy! If you have an idea of what you’re looking for, you can browse through the product categories at the top of the page. Alternatively you can use the search box at the top of the page to find an item you are looking for.


How do I sign up for the newsletter?

You can sign up for our newsletter by setting up an account. We’ll send you all the latest trend news, offers and exclusive promotions straight to your inbox. Alternatively, you can sign up for a newsletterhere


Do you have a catalogue I can buy from?

We currently do not have a catalogue, we may look to do one in the future.


I have ordered something but have previously seen it on your website at a different price.

You may find that our prices change on items throughout the season. This is because, as an online retailer we are able to respond quickly to demand, stock and trends. It is not in our policy to offer refunds on any price difference.

What are your opening times?

Our Customer Care team are here to help during the following hours:

Mon - Fri 10:00 to 16:00

Email: customercare@fashionunion.com


Can I place my order over the phone?

Unfortunately, we are not currently offering this service, but may do so in the future


Do I need to create an account to order from you?

No you do not need to set up an account with us. However, opening an account has a number of benefits:

Checkout Faster
Create an address book to store your preferred shipping addresses
Subscribe to the Fashion Union newsletter to get our latest updates and offers.


How do I amend/update my account details?

If you wish to change any of your personal account details such as your password, delivery details, email address or payment details, you can log into your account at any time and make your amendments.
Click here to log into your account.

Do you have a shop?

Fashion Union is an online-only fashion store, you can shop with us from the comfort of your own home at a time that is convenient for you and we’ll do all the heavy lifting.

Do you sell gift vouchers?

We currently do not offer gift vouchers, but we're hoping to start doing so very soon!

Do you have size guides/care instructions?

We aim to ensure our size guides are correct as we always want you to receive properly fitting items. On each item’s page we aim provide a detailed size guide and care instructions for the item to help you choose the right size for you and keep your item in great condition.
Click here to see our size guide.

Can you give me more information on your products?

Each item’s page will have useful information including a detailed description, sizing, and care instructions to help you to make the right purchase decision. If you feel there’s anything else you’d like to know about any of our products, please let us know and we’ll try to include it in future.

I have seen a product but it is not in stock in my size?

If you would like to purchase a product which is no longer in stock you can contact our Customer Care team. They will be able to tell you if the item will be coming back into stock. Occasionally we are unable to restock our items and the stock onsite changes daily, we suggest checking the site regularly.
Contact Customer Care:
Email: customercare@fashionunion.com

I have seen a product in a magazine, where can I find it?

All products featured in recent magazines should be available to buy online providing they are in stock.
If you are unable to find a product please contact our Customer Care team. Please ensure that you have the following information:
Publication/Magazine where you saw the product
The date of issue
A brief description of the product.

Contact Customer Care:

Email: customercare@fashionunion.com

Or find us on Facebook

What happens if an item on my order is not available?

Occasionally we may get things wrong, if any part of your order is wrong item or something is missing from your order, please contact our Customer Care team. They will look into the problem and solve it as quickly as possible. If an item is not in stock when your order is being processed you will not be charged for this item. Contact Customer Care: Email: customercare@fashionunion.com

How do I pay for my order?

We accept any of the cards or payment methods listed below. We take payment security very seriously, so your card details are always safe with us.

Is my payment and personal information safe?

Our site uses the latest technology to ensure that your payment details remain secure at all times. We are certified to the highest industry standards which is PCI Tier 1. More Information of which can be found on the PCI website. https://www.pcisecuritystandards.org/security_standards/ What currencies do you accept? Currently all transactions on the Fashion Union website are charged in GBP.

Is your site secure?

Our site uses the latest technology to ensure that your payment details remain secure at all times. We are certified to the highest industry standards which is PCI Tier 1.
More Information of which can be found on the PCI website. https://www.pcisecuritystandards.org/security_standards/
We are also utilising the latest technology offered by Visa and Mastercard to ensure that shopping online is as safe as shopping on the high street.

Where do I enter my discount code when shopping?

Enter your code in the appropriate box when you get to the checkout and click ‘update’ to apply the discount to your order. You may only use one discount code per order. Please make sure you check all terms and conditions provided with your code.
Discount codes do not work on promotional/discounted or items in the sale.

Do you offer a student discount?

We do offer a student discount; details of this can be found on our homepage. These can be found by signing up for our newsletter our visiting our Social Media sites.

Do you offer a NHS Discount?

We currently do not offer a discount for NHS staff but we do have a number of offers for new customers. These can be found on our homepage and on our Social Media sites.

Do you offer a Forces discount?

We currently do not offer a discount for members of the armed forces but we do have a number of offers for new customers. These can be found on our homepage and on our Social Media sites

I forgot to use my promotional code, what can I do?

We are unfortunately, unable to apply codes retrospectively to orders that have been submitted.

When do you charge my credit/debit card?

Your card will be authorised as soon as you have placed your order. We take payment for your goods shortly after. We will then send your order confirmation as proof of payment, and your order will process to the Warehouse to pick and dispatch your order.

Can I amend or cancel my order?

If you have chosen standard delivery you may be able to cancel your order before it is despatched. Please contact our Customer Care department immediately on customercare@fashionunion.com. Under the UK Distance Selling Regulations you have seven working days to cancel your contact with us and we will issue you with a full refund.
Unfortunately, we cannot amend your order once you have submitted it. This includes removing an item from your order, changing the size or the colour of an item, changing your delivery details or your method of payment.

What currencies do you accept?

Currently all transactions on the Fashion Union website are charged in GBP.

How do I use a discount code?

Enter your code in the appropriate box when you get to the checkout and click ‘update’ to apply the discount to your order. You may only use one discount code per order. Please make sure you check all terms and conditions provided with your code. Please note that discount codes can only be redeemed against full price items.

Can you redeem discount codes against sale items?

Discount codes can only be redeemed against full price items.

Has my order been dispatched?

We will send you a confirmation email once your order has been dispatched from the warehouse. You should receive your order within the timescale advertised of your selected shipping option.

How do I track my order?

We currently do not offer an order tracking facility, however this is currently being developed and we hope to bring it online very soon.

I've just confirmed my order; can I add other items to it?

Unfortunately we cannot amend your order once you have submitted it. We are really quick at picking and packing your order and it may have been processed already. If your order has been despatched then you will need to make another order or await delivery to return the items.
Alternatively, you can contact Customer Care:
Email: customercare@fashionunion.com

What happens if I notice that my account details are incorrect after I have completed the ordering process?

Please contact the Fashion Union Customer Care team immediately. Email: customercare@fashionunion.com
Their opening times are as follows:
Mon - Fri 10:00 to 16:00

Can I amend or cancel my order?

If you have chosen standard delivery you may be able to cancel your order before it is despatched. Please contact our Customer Care department immediately. Email: customercare@fashionunion.com. Under the UK Distance Selling Regulations you have seven working days to cancel your contact with us and we will issue you with a full refund. Unfortunately, we cannot amend your order once you have submitted it. This includes removing an item from your order, changing the size or the colour of an item, changing your delivery details or your method of payment.

Please be aware that if you request a cancellation or amendment to your order on a Friday after 4pm, this may not be seen until the Monday morning following that weekend. This may mean that the order has processed and we will therefore be unable to amend it.

How do I cancel my order under Distance Selling Regulations?

Under the UK Distance Selling Regulations, you have 7 working days (from the day you order your goods) to cancel the contract for your order with us. You must do this in writing and include your order number.
In this case we will issue you with a full refund however; you will need to return the entire order at your cost if you have already received them. The postage will be refunded to you on item’s, which are faulty or incorrect. In all cases, the goods must be in their original condition and will be inspected on their return.
If we do not receive the cancelled order back, we may arrange to have them collected at your cost. If you wish to cancel your order, please contact us directly through our Customer Care department via email at customercare@fashionunion.com.

How much does postage cost and do I need to sign on delivery?

Standard Delivery – Royal Mail
Standard Delivery - £1.95

Next Day – DPD Parcels
Next Day delivery - £4.95 FREE on orders over £40 (orders must be placed before 4:30pm Monday-Friday)
Next day deliveries must be signed for.

Do you offer student discount?

We do offer a student discount; details of this can be found on our homepage.

Will an item be restocked?

We generally do not restock our items as we are focused on offering you trend-led and current fashion products. However, in some cases we will restock popular items.
If the item you’re looking for has sold out and is not due to be back in stock, you could try searching for a similar item by entering key words into the search bar at the top right of our website or by browsing the same product category of the item.

Contact Customer Care:
Email: customercare@fashionunion.com
Facebook: http://www.facebook.com/FashionUnion

How much is UK delivery?
Standard Delivery - £1.95

Next Day delivery - £4.95 FREE on orders over £40 (Orders must be placed by 4.30pm Monday to Thursday)
Next day deliveries must be signed for.
Any Next Day orders placed over a weekend will be despatched on Monday morning.

For more details on delivery and charges, visit our delivery page Has my order been received?

If your order has been received you will receive a confirmation email shortly. If you do not receive a confirmation email please contact our customer support team.
Email: customercare@fashionunion.com
As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way.

Has my order been shipped out yet?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way.

How long does delivery take?

Standard Delivery takes 3-5 working days in the UK and delivery to Europe can take 7-10 working days (with a maximum of 21 days for remote locations).

How do I reschedule my delivery?

This can currently only be done on Next day delivery orders, please check the leaflet left by the delivery driver to arrange an alternative delivery time.

Delivery can be upgraded if the wrong service has been chosen. We cannot guarantee that orders upgraded to Next Day will be successful as this depends on the order processing status, but we will always try our best.

How do I track my order?

We currently do not offer an order tracking facility, however this is currently being developed and we hope to bring it online very soon. If you wish to see the status of your order - log in to your online account, or contact our Customer Care team at customercare@fashionunion.com.

I have received an incorrect item in my order

Occasionally we may get things wrong, if any part of your order is wrong item or something is missing from your order, please contact our Customer Care team. They will look into the problem and solve it as quickly as possible.
Contact Customer Care:
Email: customercare@fashionunion.com

An item is missing from my order

If an item appears to be missing from your parcel, firstly check your dispatch emails to see if any of your items are due to be arriving separately. We sometimes do this if there is a delay on some of your items. You can also check your delivery note, as this should only state the items that should be in that parcel.
If something is missing from your parcel then please contact our Customer Care team as soon as possible.
Contact Customer Care: >br/> Email: customercare@fashionunion.com

I have received a faulty item

If you think there’s a fault with one of your items, please let us know immediately by contacting our Customer Care team. Please include as many details as possible about your problem so we can resolve the issue or get an alternative item delivered to you promptly.
Contact Customer Care:
Email: customercare@fashionunion.com

I haven't received my parcel, what should I do?

If you haven’t received your parcel in the allotted delivery period, please let us know immediately by contacting our Customer Care team. If you item has been lost via the Royal Mail we may have to wait up to 15 working days for them to locate the item or declare it as lost. Please include your order details to ensure we can track and trace the status of your order.
Contact Customer Care:
Email: customercare@fashionunion.com

Do you deliver to BFPO?

Currently we do not offer a delivery service to BFPO addresses.

Do you deliver to work addresses?

Yes, we can deliver to you either at your residential address or your work address as long as there will be someone there to receive the parcel. Please be aware that some of our couriers deliver up until 7pm and we cannot give an allotted delivery time.

Do you deliver to PO Box addresses?

We are unable to deliver to PO Box addresses at this time.

International Returns

International postage

We deliver to over 100 countries! Visit our deliverypage for a detailed list and charges.

Will I be charged Customs and Import Charges?

Orders being placed for delivery outside of the UK may be subject to customs charges or import duties which are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot advise what the cost may be (customs policies and import duties vary widely from country to country).

International Returns From order, you have 14 days to return any item within your order (sale & promotional items must be returned within 7 days). Just fill out the Returns Form enclosed with your order.
Please note that in the interests of hygiene and safety, makeup, perfume earrings, eyelashes, tights and swimwear cannot be returned, unless they have remained in their original wrapping or are faulty.

In all cases, the items returned must be unworn and in their original condition, which includes any packaging and tags. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return. 

When trying on items, please ensure that they are not kept in contact with anything that may mark or add a scent to them such as drinks, perfume, deodorant and cigarettes. We will not be able to refund any items where there is evidence that these instructions have not been followed.

It may take up to 14 days for us to receive your return, depending on which postal service you use. However once we receive your item/s, we will inspect and process the return which may take up to 14 days. 

So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your fashionunion.com account. 

Any refund will automatically be issued to the card used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email. 

The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error. 

As an online business, we aim to provide a Returns service that is totally hassle-free for you. 


SALE ITEMS
If you are not happy with what you have bought in the sale, you can return it to us unworn and in its original condition within 7 days from receipt for a full refund. Unfortunately, we cannot offer exchanges on sale items due to limited availability.  How do I return an item?

In addition to the Distance Selling Regulations, you can return any item within 14 days of order for a refund of that item or to exchange it for a different size or colour (sale & promotional items must be returned within 7 days of receipt).

To return your parcel

Return your parcel to: 
FASHION UNION - Returns Department 
Unit 12,
Springfield Business Park
Springfield Lane
Salford, Manchester
M3 7JQ

RETURNS VIA ROYAL MAIL - return your parcel at your local Post Office and obtain proof of postage. Please retain your receipt for your records 

In addition to the Distance Selling Regulations, you can return any item within 14 days of order for a refund of that item or to exchange it for a different size or colour (sale & promotional items must be returned within 7 days of order). 
 
Please note that in the interests of hygiene and safety, makeup, perfume earrings, eyelashes, tights and swimwear cannot be returned, unless they have remained in their original wrapping or are faulty. 
 
In all cases, the items returned must be unworn and in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return.  
 
When trying on items, please ensure that they are not kept in contact with anything that may mark or add a scent to them such as drinks, perfume, deodorant and cigarettes. We will not be able to refund any items where there is evidence that these instructions have not been followed. 
 
It may take up to 14 days for us to receive your return, depending on which postal service you use. However once we receive your item/s, we will inspect and process the return which may take up to 14 days.  
 
So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your fashionunion.com account.  
 
Any refund will automatically be issued to the card used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.  

Why do you not offer free returns?

We have considered offering a free returns service, although in our opinion there is no such thing as free postage; companies who give free postage simply include the costs in their original selling prices. We however prefer to be more open and charge you less for the goods, but kindly ask that customers pay only to return goods they need to return, unless of course they are faulty or sent in error.

We offer the use of the fuss free returns service as this allows for cheaper and more convenient returns for all our customers.

How do I return sale items?

Sale & promotional items must be returned within 7 days of order.

Returns

Return your parcel to: 
FASHION UNION - Returns Department 
Unit 12
Springfield Business Park
Springfield Lane
Salford, Manchester
M3 7JQ

NO FUSS RETURNS 

RETURNS VIA ROYAL MAIL - return your parcel at your local Post Office and obtain proof of postage. Please retain your receipt for your records 

I have lost my returns form; can I still return my item?

You can still return your item to us via Royal Mail, please include a note with your order information so that we can indentify your order.

Returns

Return your parcel to: 
FASHION UNION - Returns Department 
Unit 12
Springfield Business Park
Springfield Lane
Salford, Manchester
M3 7JQ 

Can I exchange or return underwear and swimwear purchased online?

Please note that in the interests of hygiene, nail varnish, makeup, earrings, eyelashes, tights and swimwear cannot be returned, unless they have remained in their original wrapping or are faulty.

Is there anything that I can't send back for a refund?

Please note that in the interests of hygiene, earrings, eyelashes, tights and swimwear cannot be returned, unless they have remained in their original wrapping or are faulty.

Please note that all returned items will be inspected on their return and are expected to be in their original condition.

I have been refunded the incorrect amount

If you think you have been refunded the incorrect amount please contact our Customer Care team email: customercare@fashionunion.com and we’ll try to resolve this as soon as possible for you.

In some cases you may not have been refunded the full amount. The delivery charge will only be refunded to orders cancelled under Distance Selling Regulations or if the goods are faulty.

I returned an item and it was incorrectly refunded or replaced

Please contact our Customer Care team Email: customercare@fashionunion.com and we’ll try to resolve this as soon as possible for you.

How do I exchange an existing item?

Please request an exchange on your returns form and send it back to us. We will process your request as quickly as possible.

In some instances it may not be possible to exchange an item and we contact you to offer alternatives.

How do I cancel my order under the Distance Selling Regulations?

Under the UK Distance Selling Regulations, you have 7 working days from the day after you received your items to cancel your order. You will be issued with a full refund however if you have already received your order you must return the entire order at your own cost. You must request you cancellation in writing through email, fax or via letter.

Please note that all returned items will be inspected on their return and are expected to be in their original condition.

How do I return aerosols, cosmetics and liquids?

Due to restrictions by Royal Mail, the following items can only be returned via our Collect + or door stop collection (see "how do I return an item" for details on how to use these services)

Aerosols, Cosmetics, Liquids, Perfumes or Batteries.

I’ve sent an email to Customer Care and not had a reply

There may be a number of reasons you’re not receiving emails from us. When you sign up and place an order you will receive a variety of emails which include newsletters, Order and Return Confirmation emails and responses from our Customer Care Team.

Please check your spam filter settings and set Fashion Union as a trusted contact. Please also check you spam/junk folder for any missing messages.

Contact Customer Care:
We do not currently have a telephone number in operation. All queries should be directed to us via email or the Contact Us section of the Website.
Email: customercare@fashionunion.com

Customer Care Team

Email: customercare@fashionunion.com
We do not currently have a telephone number in operation. All queries should be directed to us via email or the Contact Us section of the Website.

Fashion Union Blog

For all the latest fashion and beauty news, visit the official Fashion Union blog ‘The Edit’. View The Edit

Fashion Union Facebook

Like us on Facebook for exclusives discounts, amazing giveaways, sale previews and up-to-the-minute fashion news.

View Facebook

Fashion Union Twitter

Follow us on Twitter for exclusives discounts, amazing giveaways, sale previews and up-to-the-minute fashion news.

View Twitter

Fashion Union Pinterest

Follow us on Pinterest for our latest trend inspirations and fashion musings.

View Pinterest

Press and Media relations

For all press and media relations enquiries please contact our PR team.

press@fashionunion.com

Partnership/Commercial enquiries

For all commercial and partnership enquiries please email us at customercare@fashionunion.com

I am a supplier

If you are interested in selling your products on Fashion Union’s website please email customercare@fashionunion.com

Our policy

We will occasionally send out promotion codes to our customers we do this via a number of channels including email, social media and through our catalogue.
Discount codes will not be applicable to SALE items. We reserve the right to cancel codes at anytime and without warning.

Do you offer discounts on delivery?

We occasionally offer discounts on delivery, please sign up to our newsletter to ensure that you are kept up to date with the latest styles and promotions.

Click here to sign up

I’m having technical problems

Please check that the code/link you are using is still valid and not out of date.

For further assistance, please Click here to contact our Customer Care team.

Using discount codes against sale items

All discount codes will be inactive during our sale period.

I am unable to purchase from your website

If you are unable to purchase from the website this maybe due to a number of reasons; please ensure that you have entered you details correctly to avoid payment being rejected.

If you have entered your details correctly your browser may be incompatible with our website and we would suggest that you are using the most up to date version possible.

We recommend you use the following browsers for the best shopping experience.

Internet Explorer – 8 or later
Google Chrome
Firefox

If you are still having trouble please contact our Customer Care department who can place your order for you and also investigate the problem.

Contact Customer Care:
Email: customercare@fashionunion.com

I am having trouble with my shopping basket

If you are encountering any technical problems we recommend you make sure you have the latest updates for your operating system / internet browser.

We recommend you use the following browsers for the best shopping experience.

Internet Explorer – 8 or later
Google Chrome
Firefox

If you are still having trouble please contact our Customer Care department who can place your order for you and also investigate the problem.

Contact Customer Care:

Email: customercare@fashionunion.com

I am not receiving your newsletters

If you have signed up to receive the Fashion Union newsletters and are not receiving them they maybe going into your spam folder.

Please add ‘email@news.fashionunion.co.uk’ to your email address book.

If you are still having problems, please get in touch with our Customer Care team who will be able to help you.

Contact Customer Care:

Email: customercare@fashionunion.com

I am unable to enter your competition on Facebook or Twitter

Competitions on Facebook and Twitter can only be accessed by laptop/desktop computers. Facebook are developing the functionality to improve access from mobile phones and tablets.

We recommend you use the following browsers for the best shopping experience.

Internet Explorer – 8 or later
Google Chrome
Firefox

Contact Customer Care:
Email: customercare@fashionunion.com

My payment has been declined

This can happen for a number of reasons so don’t panic.

Firstly check the details you have entered into your account to ensure they are correct, including your address and card details.

If the problem continues to affect you enter the details of another card, if you feel that you are still not getting anywhere please contact the Customer Care team.

Email: customercare@fashionunion.com

Is it safe to order online?

Our site uses the latest technology to ensure that your payment details remain secure at all times. We are certified to the highest industry standards which is PCI Tier 1.

More Information of which can be found on the PCI website. https://www.pcisecuritystandards.org/security_standards/

What is ‘Mastercard Securecode’?

MasterCard SecureCode is a service that password-protects your Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online.

To find out more information about these services visit theMasterCard SecureCode website

What is ‘Verified by Visa’?

It's a security service provided by Visa. When you register for Verified by Visa (VbV) you are allocated a Personal Message. You'll also be asked to create a password so that when you make an online purchase from these retailers, you'll be asked for this additional password along with your card number details before you can complete your transaction. This adds a whole new layer of security to your online shopping.

I’m not receiving any order/delivery confirmation emails from you

If you have ordered any items from us you should have received an order confirmation email. There could be a number of reasons that you’re not receiving emails from us. Please check your account details to ensure that you have not added an incorrect email address when signing up. Please also check your spam filter settings.

If you are still having problems, please get in touch with our Customer Care team who will be able to help you.

Contact Customer Care:

Email: customercare@fashionunion.com

I’ve sent an email to Customer Care and not had a reply

There may be a number of reasons you’re not receiving emails from us. When you sign up and place an order you will receive a variety of emails which include newsletters, Order and Return Confirmation emails and responses from our Customer Care Team.

Please check your spam filter settings and set Fashion Union as a trusted contact. Please also check your spam/junk folder for any missing messages.

I've forgotten my password

If you are unable to sign into your account for any reason, please click on the ‘Forgot Your Password’ link underneath the login section.

Here you can enter your email address and your password will be emailed to you.

If you are still unable to sign into your account please contact Customer Care.

Contact Customer Care:

Email: customercare@fashionunion.com

I can’t sign into my account?

If you are unable to sign into your account for any reason, please click on the ‘Forgot Your Password’ link underneath the login section.

Here you can enter your email address and your password will be emailed to you.

How do I update my account details?

Log into your account, once you have logged in your details can be updated on the left hand side of the screen. My details (name & address details)

Email Address Communication Options Profile

You can also view your order history in this section.

Your site is not appearing correctly on screen

Please refresh your browser session by pressing the ‘F5’ key on your keyboard.

Ensure that you are using the latest version of your internet browser. If not please update it through the following sites:

Internet Explorer
Chrome
Firefox