FAQ

How can I create my customer account?

Please visit the FERRANY LONDON here to sign up for an account. Next you will enter personal information including your email address, billing and shipping address. Please be sure to verify all information before saving. By signing into your account, you can display order history, change your password and update billing and shipping address.

Do you share my personal information with third parties?

Any information you provide to FERRANY LONDON will never be shared or sold to a third party.

How can I update the information in my customer account?

Please visit your FERRANY LONDON Account Page here. By signing into your account you can update your personal information, your billing and shipping address and your newsletter subscriptions.

How can I place an order?

You may place an order directly on the website by selecting the color and size options on any given product page and adding to cart. Please use the checkout feature to purchase the items in you cart.

What is your returns policy?

For all US online orders, full price items may be returned or exchanged within 14 days of placing your order. Items must be returned unworn, unwashed and unaltered with all original tags and packaging. Enter the email used for your order and follow the instructions on the returns page to receive your shipping label and tracking number. Once you have received your shipping label, you have 7 days to ship your merchandise in order to be eligible for a return or exchange For all US online refunds, we deduct $10 to cover return shipping and restocking (original shipping costs are not eligible for refund). Returns for all US online exchanges and store credit are free. Online store credit cannot be used for in-store purchases or phone orders. For Canadian online orders, the customer is responsible for all shipping costs associated with the return. Customs/duties paid upfront at checkout are considered non-refundable. You will need to reach out to your local customs agency to further process a customs/duties refund. Please feel free to contact our support team with any questions or concerns on this process. No returns or exchanges on all sale merchandise. In-store purchases or phone orders can be returned or exchanged according to the refund policy of that location only. please e-mail us ferranylondon.team@gmail.com to request a return.

How can I be sure that my order has been received?

You will receive an email confirmation after your order has been placed. The email will contain all the details of your order and should be kept for your records.

How soon will my order be processed?

When using an express shipping method, orders placed before 12:00 pm EST will be shipped the same day. Orders placed after 12:00 pm EST will be shipped the following day. Please allow 1-2 business days for standard ground orders to process and be shipped. During sale period, please allow 3-7 business days for your order to be processed.

What if my order was lost in transit?

If your tracking information shows that your package was delivered, but you have not received it, please contact ferranylondon.team@gmail.com Please note, we do not take responsibility for lost/missing packages that show successful delivery to the order address but will assist with any and all missing package questions or concerns.

Is my payment secure?

All transactions are encrypted for your safety. Authorization servers are then consulted in order to verify the payment data and combat abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.

What payment methods are accepted?

We accept Visa, Mastercard, Discover, American Express, Google Pay, and Shop Pay.

Do you charge sales tax?

We collect sales tax on all orders shipped to New York and California. Please note that tax calculations are based on the state and county shipping address on your order, as well as item price/classification.

I am looking for a product that is not shown on the website?

The website features our current collections and collaborations. If you do not find the product you are looking for, please contact ferranylondon.team@gmail.com with a link or product information that you are looking for, and we will do our best to assist you on it’s availability. We will be more than happy to help locate your item at one of our boutiques, if available.

What if an item I would like to purchase is Out of Stock?

Stock is limited and items tend to sell out very quickly. If you have more questions, please send an email to ferranylondon.team@gmail.com

How do I care for the items that I purchased?

Each style has special care instructions attached to the garment. Please follow these instructions carefully. If you have any questions regarding garment care, please reach out to us ferranylondon.team@gmail.com

How can I contact you with a complaint?

FERRANY LONDON values all customer feedback and invites you to contact us regarding your experience. Be sure to include all relevant information as well as a form of contact. Please allow up to 48 hours for a response.

Where can I get more information about the FERRANY LONDON brand?

You can stay informed about the latest news from FERRANY LONDON by subscribing to our newsletter at the bottom of the page.

I am a retailer and I would like to sell the FERRANY LONDON collection?

Please contact our wholesale department by email at ferranylondon.team@gmail.com