FAQ about F&F’s move to Tesco direct

F&F clothing is here

F&F clothing has arrived at Tesco direct. Discover all of our F&F collections – with thousands of styles for men, women and kids, including school uniform and our Uniform Embroidery Service – together with some of our favourite brands and all the latest tips and trends. With one shopping basket and a single sign-in, it’s now easier than ever to shop with us online.

General

Why did you close down the F&F website and move it onto Tesco direct?

We moved F&F onto Tesco direct to make it easier to shop. We know that customers have found it frustrating to shop across multiple Tesco websites with different accounts and log-in details.

Now F&F has moved onto Tesco direct, you’ll find all our non-food products on one website. You can shop from all our non-food departments in one go, with a single shopping basket.

Is the Uniform Embroidery Service available on Tesco direct?

Yes, our Uniform Embroidery Service is available on Tesco direct.

Can I use a Gift Card or Clubcard vouchers to buy F&F clothing on Tesco direct?

Yes, you can use your Gift Card and Clubcard vouchers to pay for F&F clothing now F&F has moved onto Tesco direct, subject to the terms and conditions.

My Account

Do I have to re-register on Tesco direct?

If you already have a Tesco direct or Tesco Grocery account then you can use your account details to buy F&F products on Tesco direct.

If you have not registered with Tesco direct or Tesco Grocery then you’ll need to register a new account with Tesco direct to continue shopping the F&F range online.

Will I be able to see my previous orders from the F&F website once I have registered on Tesco direct?

No, as this is a different website with a different account, your previous orders will not be available to view on Tesco direct. Please contact customer services if you have a query regarding a previous order. You can call them on 0800 323 4070.

What happened to the data held in my old F&F account after F&F has moved onto Tesco direct?

We are taking data privacy very seriously and we can assure you that we are keeping your personal data secure and will only use it for the purposes that are set out in our privacy policy.

Delivery

I have an eCoupon code that I forgot to use before the cut-off date. Can I use this on Tesco direct?

We are sorry but you cannot use an eCoupon designed for the old F&F website on Tesco direct.

I placed an order on the F&F website before it moved to Tesco direct. Will this be delivered as normal?

Yes, any orders placed before F&F moved onto Tesco direct will be processed as normal and despatched within a few days. You will receive the despatch confirmation email as usual and there will be a tracking link in the email.

If there are any cancellations you will receive a cancellation email for the cancelled items and a despatch confirmation email for shipped items (if there were more items on order) as usual.

Can I still track my order on the F&F website now that F&F has moved onto Tesco direct?

We are sorry but you cannot track any orders on the F&F website now F&F has moved onto Tesco direct. If you have a query about an order in progress, please contact our customer services team, who will be happy to help. You can call them on 0800 323 4070.

Has the cost of F&F delivery changed now F&F moved onto Tesco direct?

Yes, to keep things simple have brought delivery charges for F&F in line with Tesco direct.
Standard delivery: £3
Next day delivery: £5.95

Are there any changes to your Click+Collect service?

Click+Collect is free on Tesco direct (including F&F) orders of £30 and over (or £10 and over for Delivery Saver customers). For orders under £30 (or under £10 for Delivery Saver customers) there is a £2 delivery charge.

If you haven’t shopped at Tesco direct before, the Click+Collect charge may be new to you. We introduced this charge on Tesco direct earlier this year to help ensure that our online offer remains sustainable for the future, while also allowing us to continue to offer customers the convenience of being able to pick up orders in store.

Now that F&F has moved onto Tesco direct can I collect F&F and non-clothing items from the same store location?

Yes, you can collect F&F and non-clothing items from the same store location.

Returns

It is over 30 days since I received my order and I would like to return it. What should I do?

Please contact our customer services team who will be happy to help. You can call them on 0800 323 4070.

It is over 30 days since I received my purchase and it’s faulty. What should I do?

Please contact our customer services team who will be happy to help. You can call them on 0800 323 4070.

Has the returns policy changed now F&F has moved to Tesco direct?

No, our returns policy remains the same.

Have the options available for returning items changed now F&F has moved to Tesco direct?

No, the return options for F&F orders remain the same now it has moved onto Tesco direct. If you return an item in store, please make sure to bring your email order confirmation with you.

Service

Can I earn Clubcard points on the website?

Yes, you can still collect Clubcard points when you shop F&F on Tesco direct. You’ll earn 1 point for every £1 spent.

How do I contact the customer service centre?

You can call us on 0800 323 4050 or mobile 0330 123 4050.

What are the opening hours of the customer service centre?

The customer service centre is open:
Monday - Friday 8am - 11pm
Saturday 8am - 8pm
Sunday 10am-6pm

I placed an order on the F&F site before it closed and would now like a VAT receipt. How can I request one?

Please call us on 0800 323 4050 or mobile 0330 123 4050 and we’ll be happy to assist. Please make sure that you contact us to request a VAT receipt within 30 days of placing your order.

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