FAQs
Sizing & Product Information
Can you recommend a size based on my measurements?
Absolutely! We always recommend choosing your size based on your bust and waist measurements rather than standard UK or US sizing, as sizing can vary between brands.
You can compare your measurements against our Size Chart & How to Measure guide to find your best fit. If you're unsure which size would suit you best, please contact us with your bust, waist and height measurements, and our team will be happy to advise.
For selected styles, we offer a custom-size option for an additional fee, allowing the garment to be made to your measurements for a more personalised fit. If available, this option will be listed on the product page.
What fabric is used for this product?
The fabrics used vary between styles and will always be listed on the individual product page where available.
At Fairy Tong, we carefully select fabrics to create our signature whimsical designs, including embroidered tulle, lace, sequins, cotton, and other specialty materials. Our pieces are fully lined for comfort.
If you have any questions about a specific fabric, its feel, stretch, or suitability, please contact us and we will be happy to provide further details before you place your order.
Will this item suit someone who is petite or tall?
Many Fairy Tong designs are available in a wide range of sizes and can also be ordered in a custom size for a more tailored fit.
Our size chart includes approximate garment lengths for mini, midi and gown styles, which can be used as a guide when choosing your size. If you are particularly petite or tall, we recommend reviewing these measurements before ordering.
We also offer a customisation service. If you love a design but are concerned that the length may not be quite right for you, we may be able to customise the garment to better suit your height and preferences, helping you achieve the perfect fit.
If you're unsure whether a style will suit your height, please contact us with your measurements and the item you're interested in. Our team will be happy to advise and discuss any available custom-size or customisation options.
Custom Orders
How long do custom-size orders take?
As each custom-size garment is made specifically to your measurements, production times are typically longer than for standard-size orders.
Custom-size orders usually take approximately 3-4 weeks to produce, with shipping times in addition to this.
If you need your order sooner, we also offer 1-week and 2-week rush production services. This prioritises your order in the production queue and allows it to be completed ahead of the standard timeframe.
If you are interested in a rush service, please contact us before placing your order so that we can confirm availability with our production team and ensure everything is in place to meet your required timeframe.
Can I make changes to my custom order after placing it?
If you need to make changes to your custom-size or customised order, please contact us as soon as possible.
We may be able to accommodate changes if production has not yet begun. However, once work has started on your garment, we may be unable to make further amendments.
We therefore recommend carefully checking all measurements, customisation requests, and order details before completing your purchase.
Why are custom-size and customised items non-returnable?
Custom-size and customised garments are made specifically to your measurements and requirements, making them unique to you.
As these items are created especially for each customer, they are not eligible for return, exchange, or refund.
If you are unsure about sizing or customisation options before placing your order, please contact our team and we will be happy to help.
Shipping
Where will my order be shipped from?
Fairy Tong orders are shipped from either the United Kingdom or China, depending on the item ordered, stock availability, and the destination country.
All pre-order, custom-size, and customised items are shipped directly from our Atelier/ factory partner in China. Other items may be shipped from either the UK or China depending on fulfilment requirements.
If you have any questions regarding where a specific item will be shipped from, please contact us before placing your order and we will be happy to advise.
When will my order be dispatched?
Ready-to-ship items are typically dispatched within 1-4 working days, although this may take slightly longer during busy periods or public holidays.
Pre-order, custom-size, and customised garments require production before dispatch and usually take approximately 3-4 weeks to be completed, although this can vary depending on the style and current production schedule. Please note that shipping times are in addition to production times.
If you require your order by a specific date, please contact us before placing your order and we will do our best to advise on available options
How do I upgrade my shipping?
For international orders, shipping can be upgraded at checkout by selecting Express Shipping instead of Standard Shipping. If you have already placed your order and would like to upgrade, please get in touch and we will be happy to advise on the available options and any additional costs.
For UK orders, please contact us as soon as possible before or after placing your order if you would like to discuss upgraded shipping options.
Please note that upgrading your shipping method will reduce the delivery time once your order has been dispatched, but it will not reduce any production time required before dispatch. For more information on reducing production times, please visit our Rush Order Service page.
Which courier do you use?
We work with a range of trusted courier partners depending on the destination and shipping service selected. These may include Royal Mail, Yodel, UPS, DHL, and FedEx.
The courier used for your order will be confirmed when your order is dispatched, and tracking details will be provided once available.
Why hasn’t my tracking updated?
Tracking updates can occasionally take 24-72 hours to appear after your order has been dispatched, particularly during busy periods or while the parcel is moving between courier facilities.
If your tracking has not updated after 72 hours, please contact our team and we will be happy to investigate further with the courier.
Please note that international shipments may experience longer periods between tracking updates while the parcel is in transit between countries. In some cases, tracking may not update again until the parcel has arrived in the destination country and been handed over to the local delivery partner for final delivery.
Customs & International Orders
Are customs fees included in my order total?
We ship from both the UK and China. Depending on your location, including in EU countries and Canada, customs fees, import duties, or local taxes may apply upon delivery.
Any applicable charges are determined by your local customs authority and are the responsibility of the customer.
Will I be charged customs fees?
Whether customs fees apply depends on the destination country and the value of your order.
Each country has its own customs regulations and import thresholds, so we are unable to guarantee whether charges will apply. We recommend checking with your local customs authority if you are unsure.
If customs fees are due, it is the customer’s responsibility to pay them. If a parcel is not collected or customs charges remain unpaid, it may be returned to us by the courier. In these circumstances, shipping costs are non-refundable and a 15% restocking fee may be deducted from any eligible refund.
Which countries do you ship to?
We ship worldwide.
If you experience any issues at checkout or are unsure whether we can ship to your location, please contact us and we will be happy to assist.
How long does international shipping take?
International shipping times vary depending on the destination country and the shipping service selected at checkout.
Once dispatched, most international orders are delivered within 5-10 working days, although delivery times may vary depending on local courier services, customs processing, and seasonal demand.
Please note that shipping times are in addition to any production time required before dispatch. Tracking information will be provided once your order has been shipped.
Returns & Exchanges
How do I start a return?
If you would like to return an item, please contact our customer service team within 14 days of delivery and provide your order number along with details of the item(s) you wish to return. Alternatively, you can request a return through your customer account.
Once your return request has been approved, we will provide further instructions on how and where to send your item. Please ensure that all returned items are in their original condition, with tags attached and unworn.
Please note that returns for a refund are available only to customers in the UK and EU. At this time, all other international orders are eligible for exchange only. Pre-order items may be returned for store credit or exchange only. Sale items, custom-size garments, and customised products are not eligible for return.
Who pays for return shipping?
Customers are responsible for the cost of returning items.
We recommend using a tracked shipping service when returning your item, as Fairy Tong cannot be held responsible for returns that are lost in transit.
Please note that we are unable to complete your return until the item has been received, inspected, and processed by our team.
Can I exchange my item for a different size?
If you would like to exchange an item for a different size, please contact our customer service team within 14 days of delivery.
Exchanges are subject to stock availability and the item being returned in its original condition, with tags attached and unworn.
Please note that custom-size garments and customised products are not eligible for exchange.
Can sale items be returned or exchanged?
Sale items are final sale and are not eligible for refunds, store credit, or exchanges.
We recommend carefully reviewing the product description, size guide, and measurements before placing your order. If you have any questions before purchasing, our team will be happy to assist.
Payments
What payment methods do you accept?
We accept a range of secure payment methods, including major debit and credit cards such as Visa, Mastercard, American Express, and Maestro, as well as PayPal, Klarna, and Clearpay.
The payment methods available to you will be displayed at checkout based on your location.
Do you offer payment instalments?
Yes, we offer payment instalment options through Klarna, Clearpay, and PayPal for eligible customers.
Availability may vary depending on your location, order value, and the provider’s eligibility requirements. Any available instalment options will be displayed at checkout.
Discounts & Promotions
Can I combine discount codes?
Only one discount code can be used per order.
Discount codes can be used on sale items unless otherwise stated as part of the promotion.
Why isn’t my discount code working?
There are a number of reasons why a discount code may not be working. Please check that the code has been entered correctly, has not expired, and meets any applicable terms and conditions.
Some discount codes may only be valid on selected products, for specific customers, or during certain promotional periods. If you continue to experience issues, please contact our customer service team and we will be happy to assist.
Can discount codes be used on custom-size or customised orders?
Discount codes cannot be used on custom-size garments, customised products, rush order services, or any additional customisation fees.
If a discount code is applied to an order containing any of these items, we will contact you to collect the outstanding balance before your order can be processed and dispatched.
About Fairy Tong
Where is Fairy Tong based?
Fairy Tong is based in the United Kingdom and serves customers worldwide.
All of our products are lovingly created by our team in China. Depending on the item ordered, stock availability, and the destination country, orders may be shipped from either the United Kingdom or China.
Do you have a physical store, pop-up events, or fitting appointments?
Fairy Tong is currently an online-only brand and does not operate a permanent physical store.
However, we do occasionally host pop-up events, in-person experiences, and fitting opportunities, and we’re hoping to offer more of these in the future.
Any upcoming events, fitting appointments, or pop-up locations will be announced through our website and social media channels. Make sure you’re following us on Instagram and subscribed to our mailing list so you don’t miss any exciting updates! 💕
How can I contact Fairy Tong?
If you have any questions, our team is always happy to help.
The best way to get in touch is by emailing contact@fairytong.com or by using the chat service on our website. We aim to respond to all enquiries as quickly as possible and appreciate your patience during busy periods.
For press enquiries, influencer collaborations, partnership opportunities, or other business-related enquiries, please contact us at press@fairytong.com
