Frequently Asked Questions

Shoe size chart

Ordering

How do I place an order?
Select the size or colour and quantity of the item you want to order. Then click on the ‘add to basket’ button. When you have finished adding items to your shopping bag, select a delivery method and a payment method. After your payment has been accepted, you will receive an order confirmation by email.    

Can I cancel my order?
You can cancel your order by sending an e-mail to info@farfar.shop or fill in the contactform. If your order has already been prepared for dispatch or is on its way to you, it is no longer possible to cancel the order. You will receive an email when your order has been cancelled.  

Are all prices VAT included? 
All prices are listed with VAT included. However, additional transport fees may apply.  

Payment

What are the payment methods accepted?

• Credit cards: Visa, Mastercard
• Debit cards: Maestro, Bancontact
• Paypal  

What if my payment is declined?
A payment can only be declined by your bank. You can contact your bank or select a different payment method. Your order will only be processed once your payment has been confirmed.  

I have paid but I didn’t receive an order confirmation e-mail yet.
First check your junk or spam mailbox, the order confirmation might have landed over there. If nothing received within 1 hour, please contact us via info@farfar.shop or fill in the contactform.  

Shipping

How much will it cost to ship a package?
When ordering online, the total shipping costs will be calculated automatically. Shipping costs may vary according to the destination.  

Delivery

When will my order be delivered?
As soon as we have a confirmation of the payment, we proceed with the shipping of your order. Shipping times in Belgium take up to 1-2 working days, international 3-5 working days.

Returns

How much time do I have to return an order?
You have 14 calendar days to return an order after receiving the parcel. Once you have requested a return by sending an e-mail to info@farfar.shop or via the contactform, your returned package must reach us within 14 days.  

What if the shoe doesn’t fit?
Send an e-mail to info@farfar.shop or fill in the contactform within 14 days after receipt. After our confirmation, send the item in the wrong size back (your returned package must reach us within 14 days) and we’ll send you the correct size if available in stock. If not available, you can choose another colour or we will transfer you the money back.  

How much does it cost to return an order?
Return costs are carried by the customer. We strongly recommend shipping with tracking option, as you are responsible for the package until it reaches our office.  

Will I get my money back if I return an order?
Farfar will refund all received payments by the Customer, including standard delivery costs, until Farfar has recovered all the goods in the same condition as the Customer received it (in new condition with its original packaging, unworn and unwashed etc.)..

Damaged item

Your order is insured against damage during transport, but is no longer insured once it has been handed over to you. Check whether your product is damaged as soon as possible after receipt. You have 3 working days to report a damage to us. Afterwards, the damage is no longer reimbursed.

In case of damage please send us an e-mail via info@farfar.shop or via thecontactform, with * BROKEN * as subject.

In order to benefit from a refund, the insurance requires certain information from you. The mail must contain the following photos and information:

• A picture of the contents of the package (in case of damage to the shipment, 5 damage photos).
• A picture of the packaging material and a photograph of the damage to the packaging.
• A picture of the package (with visible shipping label).
• The date on which the order was delivered to you.
• A photo of your invoice.

Privacy

What will happen with my personal data?
Your address and e-mail details will be added to our customer database and used for managing your order and aftersales service. If you do not want your details to be used in that way, please let us know by contacting info@farfar.shop or the contactform. We will never pass on your details to third parties. Please read our Privacy Policy for further information.  

I forgot my username / password
Your username is your email address. If you don’t remember your password, click on ‘I Forgot my password’. Automatically you will receive an email with a new password, which we recommend you to change as soon as possible.

If you have any questions or need further information, please feel free to contact us by filling in our contactform.