We’d love to hear from you, please drop us an email to [email protected]

All orders are tracked to ensure you can keep an eye on this! We try our best to make sure deliveries keep within the estimated delivery timeframes.
Please check the latest status on your tracking information in your shipping email. If you cannot find your tracking details or you’re unsure of the tracking please use the contact page – we will be able to provide the latest update.

All UK and international orders are tracked, once your order has been dispatched, we will send you a shipping email to let you know, from this you will be able to keep track of your order.

Not right? Returns are super simple. See our returns page for more information.

We like to pick and pack your order pronto! If you decide you want to amend your order please email us immediately at [email protected] we will try to assist where possible. We can’t promise anything!

Once you have placed an order, you will receive a confirmation to the email address you provided at checkout. If for some reason, you did not receive this email, don’t panic! Please check your spam/junk folders before contacting us.

Custom or Import Charges are charged once an item has arrived in its destination country. Sadly, we have no control over what these charges are, as Import and Custom policies vary from country to country.
It may be best to find out what these charges may be before you place your order. Custom or Import Charges are not applicable for the UK.

We are so sorry about this, please use our contact form asap and within 7 days of receiving your order, please include a photo of your item and our customer care will advise on the next steps.

This should not happen however we want to sort out any issues with incorrect items straight away.
Please use the contact page or email us at [email protected] with your order number, and a photo of the incorrect item.

You can return your item within 14 days of the date you received your order, provided the product is in its original, unused condition and in the shoe box. Please see our returns page for more info.

We do not include delivery costs in your refund.

Not right? Returns are super simple. See our returns page for more information.

UK

Size not right? Good news is we offer free exchanges for UK customers. Please see our returns page for more information.

INTERNATIONAL

We don’t currently offer exchanges for our international customers. However, if you'd like to change your item we can suggest returning for a refund and placing a new order. Please see our returns page on how to return.

No biggie! Please use the contact page or email us at [email protected] and we’ll send you a new returns form/returns label.

We know how annoying it can when that item you can’t get out your head is out of stock.
Please drop us a email to [email protected], some of our products are limited quantity and will not be restocked however it’s always worth asking!
Following us on Instagram? Check back for restocked styles – we’ll keep you updated.

You don’t need an account to shop with us, but listen up…
When you create an account you can:
View order history
Waiting for payday but need the shoes? Log in and add to wishlist ?
Birthday treats
Bag first dibs on sales and discounts

If you find that your promo code isn’t working please check the below:
• You can only use one discount/promo code per order. This applies to our free delivery codes too.
• Discount/promo codes terms and conditions vary, so make sure you check when you receive any codes. Codes may only be valid for certain items and will have an expiry date.
• You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
• Still not working? Please email [email protected] with your code

We accept payment from all major debit or credit cards, as well as payments made by PayPal, and Klarna.

We accept payments in Pounds Sterling, US Dollars, AUS Dollars, and Euros. Hit the £ at the top right to select your preferred currency.

Your order will only be confirmed if the payment has been successfully processed. First check if any card details have been entered incorrectly, please try again and double check the information you are inputting. Drop us a email to [email protected] if you would like any help with this.
KLARNA
If you chose to pay after delivery, Klarna will send you an email with instructions on how to make the payment and a link to the payment page. Simply enter your statement number into the payment page and follow the instructions. If you do not have your statement number to hand, please contact Klarna Customer Service.

After FACTORY FRESH has acknowledged your order, you will receive an email from Klarna with payment instructions, telling you when and how you will need to pay.

If you want to make a purchase with Klarna you need to provide your mobile phone number and your e-mail address. The mobile number is required in case we need to reach you. All statements will be send to your email address. It's very important, that you give Klarna the correct details, as otherwise you will not receive the payment information and so be liable for delayed payment fees.

You can pay with debit or credit card (Visa/Mastercard) immediately in the checkout or take advantage of Pay After Delivery payment option, where you can pay for the goods once you have received them via debit card or bank transfer.

If you have received your goods and want to pay your statement, go to payment page payeurope.com and sign in with the statement number (provided in the email) and the email address you entered upon ordering. If you do not have your statement number to hand, please contact Klarna Customer Service.

Please contact Klarna Customer Service. They will be able to provide you with the payment details. Please see below for contact info.

You can contact Klarna Customer Service to see if it is possible to postpone the due date on your payment. See below for contact info.

After Klarna has received your payment, they’ll send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, please get in contact with Klarna Customer Service with a proof of payment.

If you would like to return goods or cancel your order, please contact us at [email protected] You should also contact Klarna Customer Service who will make any necessary adjustments to the statement and provide further help if needed.

As soon as FACTORY FRESH have registered your cancellation or your return, the repayment will be processed within next 14 days.

Once we have received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact us and get an update on your order. You should also contact Klarna Customer Service so that they can postpone the due date on your payment.

If you have paid for your order with card, the refund will be made back to the same card.

Visit Klarna at https://www.klarna.com/uk/customer-service or please call Klarna’s Customer Service.
It is open 7 days/week:
Monday - Friday 9.00 AM - 9.00 PM
Saturday - Sunday 9.00 AM - 6.00 PM
08081893333
020 300 50 833

UK

UK Standard - £2.99 2 - 3 working days
UK Next Working Day - £4.99 Next working day delivery (order by 3.00pm Mon - Thurs)
UK Saturday Delivery – Saturday delivery (order by 3.00pm Friday)

INTERNATIONAL

Standard delivery (more info? Please click here!)
Fedex Next Day - (availability dependent on country, please see checkout for availability)

All UK and international orders are tracked, once your order has been dispatched, we will send you a shipping email to let you know, from this you will be able to keep track of your order.

UK STANDARD

- you should receive a calling card if no one is available to collect your parcel, from this you can either rearrange delivery or collect from your local delivery office the next working day.

UK NEXT DAY/SATURDAY

> The driver will automatically try to leave your parcel with your neighbour if you're not in – if not possible a ‘sorry we missed you card may be left’ with options:
- change delivery date
- collect from nearest DPD Pickup Shop
- deliver to a preferred neighbour
- have parcel delivered to your designated safe place at your address

INTERNATIONAL

> Don’t worry if this isn't possible as our carrier usually tries to deliver more than once.
Alternatively they'll leave a card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

All orders are tracked to ensure you can keep an eye on this! We try our best to make sure deliveries keep within the estimated delivery timeframes.
Please check the latest status on your tracking information in your shipping email. If you cannot find your tracking details or you’re unsure of the tracking please use the contact page – we will be able to provide the latest update.

We’d love to hear from you, please drop us an email to [email protected]

All orders are tracked to ensure you can keep an eye on this! We try our best to make sure deliveries keep within the estimated delivery timeframes.
Please check the latest status on your tracking information in your shipping email. If you cannot find your tracking details or you’re unsure of the tracking please use the contact page – we will be able to provide the latest update.

All UK and international orders are tracked, once your order has been dispatched, we will send you a shipping email to let you know, from this you will be able to keep track of your order.

Not right? Returns are super simple. See our returns page for more information.

We know how annoying it can when that item you can’t get out your head is out of stock.
Please drop us a email to [email protected], some of our products are limited quantity and will not be restocked however it’s always worth asking!
Following us on Instagram? Check back for restocked styles – we’ll keep you updated.

You don’t need an account to shop with us, but listen up…
When you create an account you can:
View order history
Waiting for payday but need the shoes? Log in and add to wishlist ?
Birthday treats
Bag first dibs on sales and discounts

If you find that your promo code isn’t working please check the below:
• You can only use one discount/promo code per order. This applies to our free delivery codes too.
• Discount/promo codes terms and conditions vary, so make sure you check when you receive any codes. Codes may only be valid for certain items and will have an expiry date.
• You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
• Still not working? Please email [email protected] with your code

We accept payment from all major debit or credit cards, as well as payments made by PayPal, and Klarna.

We accept payments in Pounds Sterling, US Dollars, AUS Dollars, and Euros. Hit the £ at the top right to select your preferred currency.

Your order will only be confirmed if the payment has been successfully processed. First check if any card details have been entered incorrectly, please try again and double check the information you are inputting. Drop us a email to [email protected] if you would like any help with this.
KLARNA
If you chose to pay after delivery, Klarna will send you an email with instructions on how to make the payment and a link to the payment page. Simply enter your statement number into the payment page and follow the instructions. If you do not have your statement number to hand, please contact Klarna Customer Service.

After FACTORY FRESH has acknowledged your order, you will receive an email from Klarna with payment instructions, telling you when and how you will need to pay.

If you want to make a purchase with Klarna you need to provide your mobile phone number and your e-mail address. The mobile number is required in case we need to reach you. All statements will be send to your email address. It's very important, that you give Klarna the correct details, as otherwise you will not receive the payment information and so be liable for delayed payment fees.

You can pay with debit or credit card (Visa/Mastercard) immediately in the checkout or take advantage of Pay After Delivery payment option, where you can pay for the goods once you have received them via debit card or bank transfer.

If you have received your goods and want to pay your statement, go to payment page payeurope.com and sign in with the statement number (provided in the email) and the email address you entered upon ordering. If you do not have your statement number to hand, please contact Klarna Customer Service.

Please contact Klarna Customer Service. They will be able to provide you with the payment details. Please see below for contact info.

You can contact Klarna Customer Service to see if it is possible to postpone the due date on your payment. See below for contact info.

After Klarna has received your payment, they’ll send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, please get in contact with Klarna Customer Service with a proof of payment.

If you would like to return goods or cancel your order, please contact us at [email protected] You should also contact Klarna Customer Service who will make any necessary adjustments to the statement and provide further help if needed.

As soon as FACTORY FRESH have registered your cancellation or your return, the repayment will be processed within next 14 days.

Once we have received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact us and get an update on your order. You should also contact Klarna Customer Service so that they can postpone the due date on your payment.

If you have paid for your order with card, the refund will be made back to the same card.

Visit Klarna at https://www.klarna.com/uk/customer-service or please call Klarna’s Customer Service.
It is open 7 days/week:
Monday - Friday 9.00 AM - 9.00 PM
Saturday - Sunday 9.00 AM - 6.00 PM
08081893333
020 300 50 833

We like to pick and pack your order pronto! If you decide you want to amend your order please email us immediately at [email protected] we will try to assist where possible. We can’t promise anything!

Once you have placed an order, you will receive a confirmation to the email address you provided at checkout. If for some reason, you did not receive this email, don’t panic! Please check your spam/junk folders before contacting us.

Custom or Import Charges are charged once an item has arrived in its destination country. Sadly, we have no control over what these charges are, as Import and Custom policies vary from country to country.
It may be best to find out what these charges may be before you place your order. Custom or Import Charges are not applicable for the UK.

We are so sorry about this, please use our contact form asap and within 7 days of receiving your order, please include a photo of your item and our customer care will advise on the next steps.

This should not happen however we want to sort out any issues with incorrect items straight away.
Please use the contact page or email us at [email protected] with your order number, and a photo of the incorrect item.

UK

UK Standard - £2.99 2 - 3 working days
UK Next Working Day - £4.99 Next working day delivery (order by 3.00pm Mon - Thurs)
UK Saturday Delivery – Saturday delivery (order by 3.00pm Friday)

INTERNATIONAL

Standard delivery (more info? Please click here!)
Fedex Next Day - (availability dependent on country, please see checkout for availability)

All UK and international orders are tracked, once your order has been dispatched, we will send you a shipping email to let you know, from this you will be able to keep track of your order.

UK STANDARD

- you should receive a calling card if no one is available to collect your parcel, from this you can either rearrange delivery or collect from your local delivery office the next working day.

UK NEXT DAY/SATURDAY

> The driver will automatically try to leave your parcel with your neighbour if you're not in – if not possible a ‘sorry we missed you card may be left’ with options:
- change delivery date
- collect from nearest DPD Pickup Shop
- deliver to a preferred neighbour
- have parcel delivered to your designated safe place at your address

INTERNATIONAL

> Don’t worry if this isn't possible as our carrier usually tries to deliver more than once.
Alternatively they'll leave a card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

All orders are tracked to ensure you can keep an eye on this! We try our best to make sure deliveries keep within the estimated delivery timeframes.
Please check the latest status on your tracking information in your shipping email. If you cannot find your tracking details or you’re unsure of the tracking please use the contact page – we will be able to provide the latest update.

You can return your item within 14 days of the date you received your order, provided the product is in its original, unused condition and in the shoe box. Please see our returns page for more info.

We do not include delivery costs in your refund.

Not right? Returns are super simple. See our returns page for more information.

UK

Size not right? Good news is we offer free exchanges for UK customers. Please see our returns page for more information.

INTERNATIONAL

We don’t currently offer exchanges for our international customers. However, if you'd like to change your item we can suggest returning for a refund and placing a new order. Please see our returns page on how to return.

No biggie! Please use the contact page or email us at [email protected] and we’ll send you a new returns form/returns label.