Client Services

Frequently Asked Questions

If you don’t find what you’re looking for below, our Client Services team will be happy to assist you — please reach out to clientservices@the-fray.com.

1. I’m shopping from outside the UK — will I need to pay import fees or duties? 

Clients ordering from the UK, EU, or USA will not be charged any additional duties or import fees upon delivery.
For full delivery details, please visit our Shipping & Return page.

2. Which size should I choose?

Each product page includes a detailed size guide specific to that item.
We recommend reviewing these measurements carefully to ensure the best fit before placing your order.

3. Do you accept returns?

Yes — we understand that shopping online can be difficult.
If something isn’t quite right, we gladly accept returns across all styles.
For full details, please see our Ship & Returns page

4. How do I track my order?

Once your order is placed, you’ll receive a confirmation email.
When it ships, you’ll be sent a tracking link so you can follow your delivery in real time.

5. Can I cancel or modify my order after it’s placed?

Unfortunately, we’re unable to make changes or cancellations once an order has been submitted.
Please ensure your size and shipping details are correct before checkout.

Shipping & Returns

Shipping

Dispatch
We aim to dispatch all orders within 24 hours, Monday–Friday. During peak periods (launches, promotions), please allow a few extra business days for dispatch.
Once shipped, you’ll receive an email with your tracking number.

Service & Timing
We offer complimentary standard shipping via DHL Express.
Estimated transit time: 5–7 business days.

Duties & Taxes
There are no surprise fees upon delivery. FRAY covers duties where applicable (see regional notes below).

Customs & Duties

UK / EU
No additional duties or fees are due on delivery.

USA
From 05:00 BST on 29 August 2025, certain orders may include duty charges collected at checkout. We’ll continue to monitor and update as needed. The amount shown at checkout is final—there will be no extra fees on arrival.

Other Regions
Outside the UK, EU, and USA, local authorities may apply import duties, taxes, or handling fees. These are the responsibility of the recipient where applicable.

Returns

We hope your order is perfect. If not, you may return within 14 days of delivery using our Returns Portal.

Processing
Please allow 3–5 working days from receipt at our facility for inspection and processing. Approved refunds are issued to the original payment method for returned items; original shipping fees are non-refundable.

Exchanges
If you request an exchange, we’ll ship the replacement item at our expense once your return is approved.

Condition
Items must be returned in original, unworn condition, with all tags attached. Please fold garments carefully and place them in their original FRAY packaging (or equivalent protective packaging) to prevent damage in transit.

Order Issues
If your order arrives damaged, incorrect, or incomplete, contact us immediately so we can help

Still need help?

Our Client Services team is here to assist you.
Email clientservices@the-fray.com, and we’ll get back to you as soon as possible.