WHO DESIGNS YOUR PRODUCTS?
Our founder and designer, Lizelotte Franzén.
SUPPLIERS:
Our products are manufactured in Italy and Turkey. We manufacture our garments only within Europe and do not cooperate with disreputable suppliers
HOW DO I KNOW MY ORDER IS BEING PROCESSED??
Not sure if your order has gone through? Here are some things you can check before emailing us:
You should receive your order confirmation within 24 hours to the email address you provided to place the order. Sometimes it ends up in the spam folder, so don’t forget to take a look there.
When you pay via Klarna, you will also receive an e-mail from them. You can also check the Klarna app for more information.
Has it been more than 24 hours and you still haven’t heard from us? We apologize for this! Please contact us at
contact@fabunderwear.com and we will look into it as quickly as possible, but please allow a 24 hour weekday response time from our customer service.
I HAVE NOT RECEIVED AN ORDER CONFIRMATION.
If you have not received your order confirmation, it may be because your order has not been processed yet. Sometimes the order confirmation can also end up in the spam folder, so please check there first. If you have not received your confirmation within 24 hours, please contact us so that we can check what happened.
HOW LONG WILL IT TAKE BEFORE I RECEIVE MY ORDER?
All orders are sent from our warehouse in Sweden.
The delivery time is usually 2-5 working days from the order date within Sweden and 2-7 working days to all other countries. We do our best to ship your order the next business day after the order is placed. As we use the post office’s 1st class waybill, they strive to deliver within the next business day (within Sweden) after the package has been submitted.
But remember that it can sometimes take an extra 1-2 days due to delays with the freight company and/or if our warehouse has an unusually high order volume.
Some countries have introduced extra sanitary controls due to Covid-19 and this may also affect the delivery time of our international orders. We ask for your understanding and patience regarding this as it is beyond our control.
During certain holidays such as Christmas and Valentine’s Day, the estimated delivery time may be slightly longer.
If you have not received your delivery on time, please contact us at contact@fabunderwear.com so we can look into what went wrong and the status of your order.
WHY HAS MY PACKAGE BEEN RETURNED TO YOU?
Orders can be returned to us for various reasons and we always need to check the reason why your package has been returned. We therefore ask you to contact us at contact@fabunderwear.com so that we can help you in the best way.
Packages that have not been picked up within 14 days from the agent, and which have then been returned to us, will be charged SEK 180 on the original invoice.
IS IT POSSIBLE TO COMBINE DIFFERENT DISCOUNTS/DISCOUNT CODES?
Unfortunately, it is not possible to combine different discount codes. It is only possible to use one code per order, and it is also not possible to use discount codes on already reduced prices.
CAN I ADD MY DISCOUNT CODE AFTER?
Unfortunately, we cannot add discount codes afterwards. You are of course more than welcome to use your discount code on your next purchase, as long as the code is valid.
WHAT PAYMENT OPTIONS DO I HAVE?
Via our payment service at Klarna, you can choose whether you want to pay directly with Swish, card, with a free invoice in 14 days, extended payment period for a fee, or installments. Or you can use our payment service with PayPal.
WHAT DO I DO IF I HAVE PAYMENT PROBLEMS?As we use Klarna and PayPal, it is important that you report payment problems to them. And in order for us to be able to help you, we ask that you contact us with as much information as possible.
HOW DO I USE MY DISCOUNT CODE??
When you proceed to checkout, be sure to enter your discount code in the box “click here to enter discount code”. Please note that you cannot use your discount code on already reduced items. The code only takes items at regular price.
HOW DO I TRACK MY PARCEL?
When your package is sent from our warehouse in Sweden, it is added to PostNord’s app, where it can also be tracked and where you get information about when it is delivered or available for collection at the nearest post office.
HOW WILL MY PACKAGE BE DELIVERED?
Your package will be delivered to your mailbox, or if the package does not go into your mailbox, it will be delivered to the nearest post office.
WHICH COUNTRIES DO YOU DELIVER TO?
We currently deliver to all countries that can pay with Klarna or PayPal.
DO I HAVE TO PAY CUSTOMS FOR MY ORDER?
For international orders, you should always be prepared that a customs fee and handling fee may be added. The value varies greatly from country to country, and the fee also depends on the total amount of your order and on your country’s import laws and regulations. All our products are shipped from our warehouse in Sweden.
You as a customer are responsible for any customs duty.
A return fee of approximately €18 will be deducted from your payment if you reject your delivery when the shipping company attempts to deliver it.
WHY DOESN’T FAB UNDERWEAR HAVE A PHONE NUMBER?
The FAB Underwear brand was built to be online and this also includes our customer support. You are always welcome to send us an email at contact@fabunderwear.com if you do not find an answer to your question here in the FAQ.
WHAT ARE YOUR SHIPPING/DELIVERY CHARGES?
Within Sweden we charge a shipping fee of SEK 39, within Europe we charge a shipping fee of SEK 59, and to the rest of the world the shipping fee is SEK 69. But for orders over SEK 600, shipping is free to all countries we deliver to.
WHEN CAN I EXPECT A REPLY?
We aim to always respond/feedback within 48 hours.
HOW DO I RETURN/EXCHANGE A PRODUCT?
We want to offer you the smoothest return experience, so you have up to 14 days to start your return from the moment your order has been delivered/notified to you. Follow the simple steps on your return slip. As our system does not allow exchanges, you need to return the product you do not want to keep and then place a completely new order on our website. In case of size change: Place a new order and write “Size change” and “previous order no. xxxxxx” in the box for free text and check the box for “Free shipping” in the checkout when you check out to get free shipping on the new order with the size change.
Panties cannot be changed for hygienic reasons.
Fill in the correct return code and number of garments being returned.
• Type Resize in the box for free text
• Tear off the return form.
• Place the completed return form in the packaging, together with the items you are returning, and seal.
• Attach the self-adhesive return address label to the packaging.
• Hand in the package to a PostNord agent.
• You will receive a confirmation as soon as we receive it.
• Refunds are made via Klarna or PayPal to the original payment method, as soon as we have received the return and approved it.
The return cost within Sweden is SEK 39. Within Europé the cost is 59 SEK and rest of the world the return charge is 69 SEK. When changing to another size, it is free.
DO I HAVE TO PAY MY INVOICE WHEN I SEND THE RETURN?
We recommend that you pause the invoice in the Klarna app until the return is registered. Or that you pay the invoice and then get the amount refunded to your original payment method. This is so that you will not receive any payment reminders.
WHAT IS YOUR COMPLAINT POLICY?
We strive to always deliver products of the highest quality. However, should it happen that you received a defective item, we ask that you start a complaint as soon as you notice the defect.
According to the Consumer Purchase Act, you as a consumer must report a fault “within a reasonable time” as soon as you discover the fault. Defects that are discovered on goods within a reasonable time, i.e. 14 days, counts as complaints. The defect must be original, i.e. production error.
Send a picture of your product to contact@fabunderwear.com.
Each claim is processed and assessed manually, so it can take up to 30 days before you see our refund in your account. Complaints that are not approved are returned to the sender.
TERMS OF PURCHASE.
When you complete a purchase at FAB Underwear, you are deemed to accept the terms and conditions. This means that you agree to follow the terms and conditions and agree that you have read the information about personal data and that you agree to the use of personal data and cookies according to FAB Underwear’s privacy policy.
§1.1
The general conditions apply when you as a consumer place an order via www.fabunderwear.com and subpages to us. When you order, you enter into an agreement with House of FAB AB, org.559175-0301.
§1.2
You must be 18 years of age to place an order on our website. According to Swedish law, we do not approve credit purchases for people under the age of 18. FAB Underwear reserves the right to refuse your order if you have provided incorrect personal data and/or have payment objections.
§1.3
FAB Underwear reserves itself for possible image and writing errors on the website. This includes product descriptions or technical specifications, incorrect prices or information about whether an item is in stock. FAB Underwear reserves the right to correct errors, change or update information at any time. If an incorrect price has been entered for an item you have ordered, we promise to inform you of this and wait for your approval of the new price before we proceed with your order.
All image information on our website should be considered as illustrations. These illustrations cannot be guaranteed to represent the exact appearance, function or origin of the item.
FAB Underwear is also not responsible for information on our website that comes from third parties.
§1.4
All content on FAB Underwear’s website is owned by FAB Underwear/ House of FAB AB.
The information is protected by market and intellectual property laws. This means that product names, designs, layouts, images and graphics, information about our goods and services may not be copied or used without our written consent.
DO YOU WANT TO COLLABORATE WITH US?
Please contact us via contact@fabunderwear.com and tell us more about yourself and how you see a possible collaboration with us.