We respond to messages and emails in the order they are received. Most inquiries are addressed within one business day during our regular business hours.

If you need to update your shipping address, please email us immediately at help@thefance.com with your name and order number. We will do our best to accommodate your request; however, we cannot guarantee changes once your order has been packed or shipped.

Our processing time is 2-3 business days. Orders are processed Monday through Friday, excluding major holidays.

So here’s the deal with shipping: If you’re not in a rush, our Standard Shipping is your reliable choice. It usually takes about 2 to 4 business days and costs just £3.99—no hidden fees, just steady delivery.

Well, it depends! If your order is big or has lots of different items, it might arrive in a few packages instead of just one. Don’t worry—you’ll get tracking info for each package, so you can keep an eye on all your little parcels as they make their way to you.

If something in your order is temporarily out of stock, don’t worry—we’ll send you an email with an estimated restock date so you’re in the loop. If it looks like the wait will be longer than two weeks, we’ll go ahead and refund you for the unavailable item(s), no questions asked.

We apologize for any inconvenience caused by receiving a damaged item. Please email us at help@thefance.com with your name, order number, and photos of the damaged product so we can assist you.

If you received a damaged item or are missing an item from your order, please contact us within 30 days of delivery at help@thefance.com. We’ll work with you to resolve the issue.

If you wish to cancel your order, please contact us immediately at help@thefance.com. Cancellation requests are only possible before the order has been processed or shipped.