FaQs. General Information
Can I place an order by telephone?
Yes. An order can be placed by telephone through our owner. Please call +92 302 4500054 and provide details of the items that you would like to order, such as size, color and quantity.
Can I place an order by email?
No. All orders must be placed online through our web site or through our Customer Care team on +92 302 4500054
Do I have to create an account to place an order?
No. You do not need to create an account to place an order. Once you have put all of your items in your shopping bag, select ‘Guest Checkout.’ Please note that placing an order using ‘Guest Checkout’ will not allow you to track the status of your order online.
How do I change my account details?
To change your account details, go to My Account and sign into your account using your email address and password. Click ‘Account Details’ and update your details and remember to ‘Save Changes’
What do I do if I have forgotten my password?
To reset your password, please visit My Account, select ‘Sign in’ and ‘Forgotten Password.’ You will be asked to enter your email address and answer a memorable security question. An email will be sent with a new temporary password.
Can I pre-order any items before they come into stock?
Yes. At certain times during the year, selected items from the new season collection will be available for pre-order up to four weeks prior to dispatch from our PK Distribution Center. To keep informed about the launch of the new season collection, please subscribe to our regular newsletter.
What is a pre-order?
Pre-order items are selected items from our new season collection that are available for order up to four weeks prior to despatch from our PK Distribution Centre. Pre-order items will have an estimated despatch date shown on the product details page. Please note that this is an estimated date and actual delivery may be earlier or later. Once pre-order items are added to ‘your basket,’ they will also be marked at checkout with the estimated despatch date. Pre-order items will be authorized for payment at the time they are ordered. Full payment will be charged upon despatch. You will receive an email from us when the item is despatched from our distribution center. Please note that we can only accept payment by Bank Transfer, Western union, Money Gram, credit or debit cards and PayPal for pre-orders.
What is a back-order?
Back-order items are items that we are awaiting delivery of into our PK Distribution Centre. Back-order items will have an estimated despatch date shown on the product details page. Please note that this is an estimated date and actual delivery may be earlier or later. Once back-order items are added to ‘your basket,’ they will also be marked at checkout with the estimated despatch date. Back-order items will be authorized for payment at the time they are ordered. Full payment will be charged upon despatch. You will receive an email from us when the item is despatched from our distribution center. Please note that we can only accept payment by credit or debit card for pre-orders.
What is a Contact to Order?
During the season a selection of products will be available to purchase through our online special order service. Products are clearly marked on the product details page as ’contact to order’. These items are not available to purchase directly online but through our customer care team.
By clicking on the ‘contact to order’ button on a product detail page you will be directed to complete an online form. Our customer care team will call or email you to confirm stock availability, estimated delivery date, payment and returns policy.
It may be necessary for you to visit a Fakhra store to ensure that the correct size for a special order is ordered. Click here to view a full list of our stores.
How do I know what size to order?
To check which size to order please refer to our size charts. Detailed product information is listed on each product page and can assist in giving a sense of fit. If you are still unsure which size to order please contact customer care for guidance.
How do I pay for my order?
Payment can be made using the following credit or debit cards: Visa, Mastercard, Amex. You can also pay via Paypal.
Can I cancel my order?
Yes. All orders can be canceled after 2 Hours to place an order. Typically, all in-stock items will be despatched within 24 hours of order confirmation. It is not possible to cancel an order after an item is despatched. You can check the status of your order online at any time using My Account. Sign in to your account and click the ‘Order’ tab. To cancel an order please contact our customer care team.
How do I check the status of my order?
You can check the status of your order online at any time using My Account. Sign in to your account and click the ‘Order’ tab. All orders placed will be shown with the newest order first. Select the order that you wish to view to see full details.
What are the delivery charges?
Please see here for current shipping charges
How much will I be charged in import taxes and duties?
We deliver to the following countries on a DDP (Delivery Duty Paid) basis: Norway, Switzerland & Turkey. This means all import duties / customs taxes and local sales taxes are calculated and included in your final checkout payment. Applicable duty will be displayed once all the shipping information has been entered.
When will I receive my order?
We aim to ensure that all orders pass through customs as quickly as possible, but we cannot be held liable for any orders held in customs.
When will I receive my Special Order?
For all special orders the estimated delivery date will be provided by the customer care team upon confirmation that you would like to place an order. If you would like more information about a special order that you have placed please contact us.
Where does Fakhra deliver?
New delivery destinations have arrived! Fakhra now serves over 50 countries worldwide. To see where we deliver to please view our Shipping Destinations.
Can I collect my order in store?
No. At this time, we do not offer an in-store pick up service. All online purchases will be shipped to you directly.
Can I track my order?
Yes. Once your order is despatched from our UK Distribution Centre, you will receive an email with order details, payment confirmation and a tracking link. Click the link to track the status of your parcel. The status of your order will also be updated in My Account. Sign into your account and click ‘order’ to check status. If you require any further assistance please contact our customer care team.
Can I change my address on an order I have placed?
Unfortunately we are unable to change the address on an order already placed. However if your order has been placed within 24 hours it may be possible to cancel it and replace your order using another address. Please contact Customer Care to find out more.
My order has been damaged on delivery, what should I do?
If your order has been damaged on delivery, please contact our customer care team within 48 hours of delivery.
How quickly do I need to return an item(s)?
A returns authorisation request to return a full price purchase must be submitted within 14 days of receipt of the order.
A returns authorisation request to return a sale purchase must be submitted within 14 days of receipt of the order.
How do I return an item(s) I've ordered online?
Returns are simple and complimentary. For details on how to complete a return please visit our returns section.
Can I return an item(s) to a Fakhra Store?
No. It is not possible to return an online order to a Fakhra store, at this time.
Are there any item(s) that I cannot return?
Unless faulty, we are unable to accept returns on selected item(s) that are made to order.
Can I exchange an item(s)?
No. At this time we do not offer exchanges. You will need to return your item and re-order the different product.
How do I contact Fakhra Customer Care?
Please visit our customer care page for full contact details.
How do I take care of my Fakhra item(s)?
We include as much information as possible within the product page for each item. On each product page, there is a complete description and a number of tabs which include detailed information about fabric composition, care instructions, country of origin and exact dimensions. If there is any further information that you require about an item(s) please contact customer care.
Where can I have Fakhra items repaired?
Please contact customer care for further advice.