We are all in this Together. Due to COVID-19 we are experiencing high contact volume and want to make sure we get to your inquiry answered as soon as possible. Below are all the answers to our most commonly asked questions about online orders that, we hope, quickly gives you the information you need.
Can I cancel/amend my order?
Unfortunately, orders cannot be cancelled or amended once they have been placed. However, we do offer free returns. To return your order, please follow the instructions inside your parcel when it arrives.
Why hasn't my order shipped?
Right now, please allow us up to an additional 7-10 days processing time on all orders, especially those with personalisation, whilst our warehouse staff negotiate social distancing guidelines to ensure their safety. If you have received an email order confirmation please rest assured that we have received your order and an email with the tracking number will be sent once your order ships.
Sadly, our customer care team cannot verify the exact status of your order or give you a precise shipping date but our teams are working extremely hard to get your order to you as soon as possible. You can check the general status of your order online at https://www.fossil.com/en-gb/login/
How can I get a returns label?
Please go to the login page https://www.fossil.com/en-gb/login/ and fill in the details in the check order section (you can do this even if you do not have FOSSIL account) as per your order confirmation. Once you press check status, from here you can print a copy of your returns label.*
*If you are having any issues to create your returns label when selecting multiple items, please try to select only 1 item for return and create the returns label - We are currently working to fix this IT issue affecting some orders. You can still include all items in your package to return back to us.
When will I get my refund?
Please allow up to 12 business days for your return to process once the tracking shows that it has been received at our returns facility.
Can you help me with a promotion?
- If you are having trouble with a promotional code please ensure you have read the terms and conditions of the offer which can be found at https://www.fossil.com/en-gb/promos/. All of our promotional codes are tried and tested before they are released, so if something is not working it's highly likely that the product you have selected is not part of the current promotion.
- If you forgot to apply a promotional code to your order, you have the option to return your non personalised order(s) using our free returns service and reorder at the reduced price. Please note that we cannot apply promotional codes retrospectively to any orders.
- If you recently placed an order and the item is now on Sale, provided the item is not personalised, still in the returns period and unused, you have the option to return your order using our free returns service and reorder at the reduced price.
Is this item in stock?
If an item is greyed out or not adding to your cart, then the item is out of stock.
I have multiple transactions on my card statement?
If you see multiple transactions on your card statement for failed order attempts, you are seeing authorisations. An authorisation is not a withdrawal, but rather, a temporary hold of your funds. Therefore, if an order is not placed successfully, any pending authorisation(s) will typically drop off in 21 business days. However, this is dependent upon your bank. You do not need to take any action for the authorisation(s) to be removed; this will happen automatically.
Do you ship to my country?
We are working to expand our website to other countries but right now we can only ship the UK from our UK Website*
*Due to essential system developments which are taking longer than anticipated, online purchasing to Northern Ireland is temporarily unavailable. Please rest assured that we are working with the highest priority to return to you as soon as possible; however, we are not yet in a position to confirm an expected date when we can resume deliveries. We sincerely apologize for any inconvenience caused to our fans in Northern Ireland.
Where can I send my item for repair?
Please visit us at https://services-uk.fossilgroup.com/ to set up a repair for your item(s).
Where is my repair?
Following the temporary closure of our Service Centre caused by the COVID-19 pandemic, we are excited to start a phased reopening. As part of our re-opening additional safety measures are in place to protect our employees and to minimize the spread of COVID-19. Due to the additional safety measures, you may experience a delay in when we initially contact you and longer than usual repair times. Please know we truly appreciate your patience as we ensure the successful repair of your items and the safety of our employees. Once your repair has been received at one of our locations and entered into our system we will contact you as soon as possible.
As our communities react to the global health crisis, our focus remains on supporting the health of our employees while caring for our communities. On behalf of our entire team, we thank you for your support through this challenging time.