FAQ

Frequently Asked Questions

QUICK QUESTIONS:

I only received part of my order, is my order split into two packages?
Yes, in some cases we split your order into two packages.  Please check your email for tracking information on both packages.  

Do you ship worldwide?
Yes, we do!

How long does shipping take?

We are working to get orders to you as quickly and safely as possible during the pandemic. For more information please see our Covid-19 dedicated page 

 

ORDER QUESTIONS:

Can I change the shipping address?
Yes, please use our contact page immediately after you place the order.  Typically we are unable to change the address after a 24 hour period, sometimes less.  Address info can no longer be changed if the order has already been shipped.

Can I change my shirt size or switch an item after the order is placed?
Yes, please use our contact page immediately after you place the order.  Typically we are unable to change your order after a 24 hour period, sometimes less.  In some cases we may need to cancel your order and ask you to make a new order with the correct items. If your order has been shipped we will be unable to cancel your order.

 

BREXIT QUESTIONS:

We are working closely with our partners to ensure that Brexit has minimal impact on any orders placed on Fresh Merch. We understand that customers will have lots of questions so we have answered a few of the most common ones below. If you have any queries, please reach out to our customer service team at support@fourthfloorcreative.co. 

I am ordering an item that is fulfilled from the EU. Will Brexit affect my order if I am ordering to a UK shipping address?
Currently we don't expect UK orders to be affected by Brexit although it may take a little longer for items to pass through customs if your order contains an item fulfilled from outside of the UK. You can find your item's fulfilment location in the description. 

I am ordering an item that is fulfilled from the UK. Will Brexit affect my order if I am ordering to a shipping address in the EU?
If your item is fulfilled from the UK and you are ordering to an EU shipping address there may be a delay in delivery of your item as it passes through customs but we are working with our partners to ensure this process is as smooth as possible. 

I have been charged an unexpected customs fee.
If you have been charged a customs fee for delivery to the UK or EU please contact us at support@fourthfloorcreative.co with your order number and evidence of your customs charge. Our customer service team will be happy to refund you the amount that you have been charged.

INTERNATIONAL ORDERS:

I'm shipping to an address outside of the United Kingdom, how long does it take?
We currently do not have tracking for international orders, usually it takes 7-14 days for international orders to arrive but due to the current global situation we are seeing significant delays. Please see our Covid-19 dedicated page   for more information.


Customs Clearance:
Customs clearance does not adhere to a time frame and can delay the delivery.  It is sometimes possible for customs agencies to take up to or beyond a month to process some packages. Neither the shipping carrier or Fresh Merch have control over the customs procedure. 

What are Custom Fees/Duties/Taxes:
Customs charges may apply depending on your country. International shipments are subject to customs duties - these are taxes imposed on goods when transported across international borders.