FAQ

Shopping with us is easy and simple. We suggest you go to our Shopping Guide for step-by-step guidelines of how to place an order.

Yes. You can feel entirely safe when placing an order in our online shop, as privacy and data security are our top priorities. We use SSL (Secure Socket Layer) technology to secure your personal information. 

Furthermore, all customers are subject to validation and authorisation by both the payment provider and Fadden's Jeanstore to maintain security and prevent fraud. 

Read our Privacy Policy for more information.

Unfortunately, you cannot change your order once you have completed the order at the checkout. To ensure fast delivery, we send all orders directly to our warehouse for packing and distribution as quickly as possible. If you have ordered an item you do not wish to keep, you can easily send it back to us by using the prepaid return label we included in your parcel.

Unfortunately, we cannot change your delivery address, as we send all orders directly to our warehouse for packing and distribution. We do this to ensure a fast delivery. If your parcel cannot be delivered due to an incomplete or wrong delivery address, the parcel will be returned to us. As soon as we have received the parcel back, we will send you an email and make sure to refund you the full order amount.

We cannot promise that we will be able to cancel your order, but we will be happy to give it a try. If you contact us as soon as possible after placing the order, we will do our best to stop the order before it is sent to our warehouse. If the order has already been sent to our warehouse, unfortunately there is nothing we can do to stop the process. You do always have the opportunity to deny receiving the parcel, after which the parcel will be returned to us. As soon as we have received the parcel back, we will make sure to refund you the full order amount.

No. You can easily place an order without having to think about a minimum order amount.

Please be aware that it might take up to 2 hours from when you place your order to receive an email confirming your order. The email is only a confirmation that we have received your order and it is being processed. Your order is not finally confirmed and completed until we send you an email notifying you that your order has been sent. If you have not received an email from us after 2 hours, we advise you to contact our Customer Service.

After you have placed an order, we will send you an email. In this email you will be able to see what you have ordered, where the parcel will be delivered to and the terms and conditions of the purchase. You also have the opportunity to create a user account before you place an order in our online shop. You sign up and log in to your user account by clicking ‘My Account’ in the top right corner. In ‘My Account’ you will be able to see your previous orders, and having an account will make the ordering process even faster next time you place an order.

You can pay for your order with either Credit Card or via PayPal. We accept the following credit and debit cards: - VISA - VISA Electron - MasterCard All credit and debit cardholders are subject to validation and authorisation by both the card issuer and us, to maintain security and prevent fraud. All transactions will be completed by Global Collect. On your bank statement you will see Fadden's Jeanstore and your order number. PayPal PayPal acts like a digital wallet where you can safely store all payment options such as your bank account or credit card details. You will be charged once the incoming payment is registered with us. PayPal payments are usually confirmed within a few minutes. You will not be charged any fees except for the shipping fees. If you have any questions regarding your order, please have your order number ready before contacting our Customer Service. Read more about our Payment Options.

Yes. You can feel entirely safe when placing an order in our online shop, as privacy and data security are our top priorities. We use SSL (Secure Socket Layer) technology to secure your personal information. Furthermore, all customers are subject to validation and authorisation by both the payment provider and us to maintain security and prevent fraud. Read our Privacy Policy for more information.

Credit/Debit Card: You will be charged as soon as your parcel leaves our warehouse. If we are not able to send your parcel, no payment will be made. The amount might be reserved for us on your account by the credit card issuer, meaning you cannot use the funds for a short period of time (max. 8 days). PayPal: You will be charged once the incoming payment is registered with us. Usually a payment is confirmed by PayPal within a few minutes. If we are not able to send your parcel, we will of course make sure to refund the money to your PayPal account.

We do not have handling fees. You will, however, be charged for the shipping costs. Please note that some banks do charge an extra overseas transaction fee as our company is registered in the Netherlands. This depends on the bank's policy, and the fee is not issued by Fadden's Jeanstore. The overseas transaction fee will not be refunded by Fadden's Jeanstore. For more information, please contact your bank.

We offer invoice payment in Austria and Finland in cooperation with Klarna AB. Klarna will send you your invoice by email as soon as your parcel leaves our warehouse. If you do not receive your invoice in your inbox, please check your spam folder.

We offering DPD carrier service.

The delivery times varies from country to country and from carrier to carrier.

We offer free shipping inside the Republic of Ireland.

Yes. You will be able to track your parcel as we will provide you with a tracking number by email. You will receive the email with the tracking number as soon as we have sent the parcel. You can also go to ‘My Account’ in the top right corner of the online shop to get the tracking information. Please note: It may take 24-36 hours before you can track the parcel.

Yes. When you choose the parcel shop delivery method at the checkout, you will be able to choose a specific parcel shop where you can collect your parcel.

We kindly ask you to send back the item using our return label. As soon as we have processed the claim, we will refund the money. We are able to offer an online exchange.

If an item is missing from your parcel even though it is listed on your delivery note, please contact our Customer Service. Please state your order number along with the item number or product name of the missing item. We will of course make sure to refund you for the missing item if you have already paid for it.

Please always check whether the parcel is okay before accepting your delivery. Deny receipt of the parcel if it has obviously been damaged during transportation. The parcel will then be returned to us, and we will refund you the full order amount.

In the event that you have been delivered faulty or incorrect items, please accept our apologies and contact our Customer Service team within seven days of receipt, quoting your order number. Customer Service will advise you on how to complete the returns form included with your order and will make suitable arrangements for return delivery.

If you are returning an item to us for refund or exchange, the cost of sending the item back to us is your responsibility. For your own protection, we recommend that you send the parcel using a service that insures you for the value of the goods and you retain proof of postage.

Your refund will be processed as quickly as possible. Returns are generally processed in around 5 working days and we will email you to let you know. Refunds can take around 5-10 working days to appear in your account, depending on the card issuer.

Refunds can only be applied to the card or PayPal account originally used to purchase the order and the delivery address cannot be amended on an exchange.

Please bring your despatch note as proof of purchase. If you are unable to exchange your item in our local store, please follow the instructions on your despatch note to return your unwanted items back to us for a refund and re-order your preferred item.

Once we have received your returned parcel, we will send you an email to confirm safe receipt.

We will issue the refund within 14 days from the day you returned the parcel.

 

Credit Card: As soon as we have processed your return, we will issue a refund and confirm this by email. Please note that it can take 2-30 days before the money is returned to your account. The time period depends on the line of credit on your credit/debit card and the terms and policies of your bank. We will refund the money to the same card you used when you placed the order. If your card has expired, we will automatically refund the amount to your new card.

 

PayPal: As soon as we have processed your return, we will issue a refund and confirm this by email. The amount will be credited to your PayPal account.

 

'My Account' is a user account which you can create in our online shop to make the purchase process easier and faster.

Click 'My Account' in the top right corner of the online shop and then click 'Create Account'. On the registration page, all fields marked with a star are mandatory. We comply with the applicable data protection regulations, which means your personal data will not be passed on to third parties.

Your benefits as a registered user are:

- Quick and easy checkout process

- Access to view your order history

- The option to save multiple shipping addresses

- Ability to receive, store and use loyalty points

 

Yes, you definitely can. You will just miss out on the benefits of having an account. For instance, you would have to fill in your delivery address each time you go through the checkout process.

You can send an email to our Customer Service, who can delete your account for you.