FAQs

---

If you need to cancel or amend your Weird Fish order we will try our best to help you with your query, please make sure you have your order number to hand.Please be aware that once you have placed your order, we may not be able to cancel or amend it. If your order is marked as dispatched, we are unable to cancel or amend it. If this is the case and you're looking to return your items, you can use our fuss-free returns policy once you receive your order.

We are unable to make amends to you order once it is with our warehouse. You will unfortunatly not be able to make changes to: delivery address, shipping method, sizes/colours or be able to remove items from your order.

Once items have been delivered if you wish to send them back please go through our returns process.

Adding delivery intructions using Evri or DPD

Once your order is on its way, you may be able to amend your delivery instructions via the Evri/DPD App or on their website here or via the 'Track & Divert' Link in your Evri emails.

---

Yes, you can! We know some of our customers would feel more comfortable placing their order over the phone than online. Simply contact us on (01242) 539535. Our working hours are Monday-Friday 9 am-4pm and we will be happy to help (Saturday lines are closed) .

---

'Low in stock' means that there are less than three of that item in our warehouse.

We cannot guarantee that any 'low in stock' item will be dispatched. This might be because we take lots of orders at the same time.

When will I know if a 'low in stock' item is going to be sent to me?

If the item(s) are not available, we'll send you an email to tell you to advise it’s been cancelled and any pending funds will return to your account.

After a second stock check, it might be that we do have the item and if so you will be sent another dispatch email. Otherwise, the item will be included in your parcel and we will send a dispatch confirmation email.

---

If you are concerned that you haven't received an order confirmation email, make sure you add retail@weirdfish.co.uk to your safe sender list. If you have done this and still are concerned that you haven't received an email about your Weird Fish order, feel free to contact us

---

We are sorry to hear that you have had a negative experience with us. We would love the opportunity to rectify this, below you will find all the details you need to know regarding our Complaints Policy.

If you have had an issue regarding your order, product or service, please contact us on 01242 539535, email us at retail@weirdfish.co.uk, or write to us at Unit 15 Miller Court, Tewkesbury, GL20 8DN, detailing your complaint.

Our team work hard to deal with your queries and at busy periods it can take a little longer than usual to respond to your complaint. Please allow 7 working days from the receipt of your complaint for a member of staff to contact you. All complaints at a first instance will be dealt with by the senior management team.

Once we have investigated your complaint, we will contact you in writing with our findings. If you are unsatisfied with the outcome of the investigation, you have the legal right to contact your local Trading Standards organisation detailing your complaint.

For further info visit https://www.gov.uk/find-local-trading-standards-office

---

Yes, you can, all you need to do is contact us with your order number and promotional code, we will then apply the discount for you after the item has been dispatched.

Contacting us by phone is the best way for us to assist you, and to ensure we discount your order before it is dispatched.

For calls within the UK please call:
Tel: 01242 539535 (Lines open from 10am–3pm Mon-Fri)

For calls outside of the UK please call:
Tel: +441242 539535 (Lines open from 10am–3pm GMT Mon-Fri)

All calls are answered within these office hours.

---

We will send you a dispatch email to let you know your order has been sent. If it has been longer than 5 working days and you have not received this email please contact us if you are concerned.

Please contact us on +44 (0)1242 539535 or e-mail us at retail@weirdfish.co.uk and we will investigate for you.

Our opening hours are 10am - 3pm Monday to Friday.

During normal trading periods we aim to respond to any e-mails within 48 hours.

---

You can track all UK standard and express orders placed with us to the point of delivery. You will receive a tracking number in your dispatch email, or you can contact us and we will be able to get the tracking information for you.

You can track International Parcels with our courier until they leave the country and then you will need to track them with your local postal service. There will be a tracking number in your dispatch email or in your order history. You can also contact us with your order number so we can track the order for you.

---

Yes you can if you contact the store you have selected for delivery. Find store details here, staff will be very happy to help.

---

Please bring the 'order ready to collect' email as a print out or show the email on your mobile phone. The email will contain a bar code which will be scanned by a member of staff.

---

If you do not have an email please call the store selected for click and collect delivery. A member of staff will confirm if your package has arrived. To find store phone numbers click here.

---

All UK parcels including the tracked services, do not need to be signed for. If you are not at the address at the time of delivery they will leave you a calling card to let you know it has been left with a neighbour or in a safe place. If this is not an option, they will attempt delivery three times and then return to sender if unable to deliver. Your order will then be refunded. Please check your tracking number for updates.

All orders sent outside of the UK will require a signature, please check your dispatch email or account history for your tracking number so you can check on the progress of the delivery.

---

Please note that for hygiene reasons, we are unable to accept returns of underwear and we can only accept swimwear returns if the hygiene strip is still in place. Your statutory rights are not affected.

How to do a return

1. To start a return you need to have an account with Weird Fish. If you don't have an account please create an account by clicking the 'Account' icon on top left of the website. Create an account ensuring you used the email address you made the purchase with. Create your account and log in.
   
2. Once you are signed in select ORDER HISTORY.
   
3. Click Return Items within the recently placed orders tab.
   
4. Selcted the items you wish to return and add the quantity and reason, click the RED button.
   
5. Wait until your QR code pops up on the screen. Take this QR code to your local Post Office. You will also be sent an email containing the QR code.
   

---

You can only return one order at a time. Please use our online return process.

---

Don’t worry, go to the returns portal in my account to start your return process. Ps. Don’t forget to choose a reason for returning your order. If you don’t wish to create account please contact us for the returns address. The return will need to be paid for via the post office or Evri.

---

Please contact Debenhams directly with your DUX number to start a return and use the Debenhams Return Portal.

If you do have any problems please contact Weird Fish customer serices. Please ensure you keep PROOF OF POSTAGE.

---

1. To track a return log into your account and click on the return tracking tab (see screenshot below). Here you can see the progress of your return and reprint your return label or show QR code.
   

---

Card Refunds
If you originally paid directly with a credit or debit card, your refund will be processed back into the same bank account. We will send you an email confirming the refund has been processed, it can take between 3-5 working days to clear into your account.

If your card has expired during a refund period we will contact you to update the payment method to complete outstanding refunds.

PayPal Refunds
If you paid through PayPal but used your debit or credit card, your refund will go back into that cards account. This usually takes between 3-5 working days, but can take up to 30 days.
If you paid using your PayPal balance, your refund will be deposited into your PayPal account.
Please make sure your PayPal details are kept up to date to avoid any issues. If the refund is 6 months after the transaction we will need your bank details.

Voucher or Promotional Code Refunds
If you paid for your order using a gift voucher or promotional code we can offer you a new promotional code that can be redeemed online.

Please Note: If your purchase is from one of our independent stockists or licensed store, then you will need to take your item back to the store you purchased from for a refund. Due to a number of factors refunds are taking longer than usual.

---

Please Note. – Returns

Due to a number factors refunds are taking longer than usual.

You can check if your parcel has arrived with us by using your Royal Mail tracking number (ending with GB) This is taking up to 7 days currently in some instances.

Using our paperless returns please allow 7 working days for this to get back to us. We will then process the refund within 5 working days of receiving the return. This can take longer during busy periods.

For information on how long it takes for funds to be returned to your account please click here.

---

If you have been gifted an item that isn't quite your cup of tea, the first step to returning it is to find out where the original buyer purchased the item and obtain their proof of purchase e.g. the receipt or a bank statement showing the transaction. If you know the order has been bought from www.weirdfish.co.uk. and you know the name, email address of the buyer or the order number, you can contact us and we will email you a QR code to take to the Post Office to be scanned. Please make sure your return is sent back to ourselves in the original packaging with all of the tags and labels included. The garment should not have been washed or worn.

We cannot accept returns for items unless they were purchased from www.weirdfish.co.uk, Weird Fish Amazon, Weird Fish eBay, or any Weird Fish Branch.

---

If you have a Weird Fish item bought from an independent stockist, it must be returned to the original retailer you purchased from. This is also the case if you have lost your proof of purchase or the item is faulty, you must deal with the retailer you purchased the item from. We cannot accept returns for items unless they were purchase from www.weirdfish.co.uk, Weird Fish Amazon, Weird Fish eBay, or any Weird Fish Branch.

---

If you have lost your receipt, do not worry! A bank or credit card statement showing the transaction can still be used as a proof of purchase. If you bought the item online we should still have a record of the transaction on the website, so please contact us or check your Weird Fish online account to find your order number. We cannot issue a refund for an item if you do not have a proof of purchase for it, even if it is faulty. We cannot accept returns for items unless they were purchase from www.weirdfish.co.uk, Weird Fish Amazon, Weird Fish eBay, or any Weird Fish Branch.

---

If you have received a defective item or your item has developed a fault within 6 months of purchase please contact us and we will find a resolution.

If you know the order has been bought from www.weirdfish.co.uk please log into My Account or create an Account to start your return. Info on how to return an item can be found here . If you don't have the order details you can contact us and we can provide you with a QR code to take to the Post Office. Items not purchased from a Weird Fish store or website will need to be returned to the original retailer or store.

We cannot accept returns for items unless they were purchase from www.weirdfish.co.uk, Weird Fish Amazon, Weird Fish eBay, or any of our Weird Fish stores.

Faulty Items

All our Weird Fish products come with a minimum 6 month guarantee. If you feel your item is faulty, the quickest way to get this resolved is to take your item into your local store with your proof of purchase, where a member of the team can look into resolving this for you. You can do this for both online and in store purchases.

If you are not able to visit the store you purchased the item from and you believe it has a fault, please contact our Customer Service Team with the below details:

• Proof of purchase (Order number or store receipt)
• Photos of the product and the fault
• Photo of the care label inside the product
• Clear description of the fault outlining where the fault is (e.g. stitching upper left arm).

Without these details our Customer Services team are unable to resolve the issue. We do require the proof of purchase to be able to assist.

Our guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, bobbling/pilling, neglect or wear and tear.

---

Our E-Gift cards are available in many values, £5, £10, £20, £50, £100 or £500 (or any specific value between £5-£500) and can be found on our website. Just search ‘gift card’, select the value you wish to purchase and add to your basket. You can then choose whether you wish to receive it or have it emailed to the recipient.

---

To redeem your E-Gift card, select ‘Pay with gift Card’ at checkout and enter the card number and PIN. The balance of the gift card can be spread over multiple purchases or put towards a larger spend.

---

To view the balance of your E-Gift card, log into My Account and select ‘Check gift card balance’.

---

If you need to reset your password, simply click the 'Sign in / Register' button at the top right of the page. On this page, you will be able to select 'Forgotten Password?' which will allow you to reset your password. We will then email you a link within 2 minutes. Follow the link in the email and you will be prompted to enter a new password.

Please be aware that the email link will only be valid for 1 hour if it expires you will need to go through this process again.

Please be sure to check your junk email folder for the password reset email as it may be in there!

---

If you login to your online account you can select one of the options on the right hand side to view any details such as your phone number, email address or postal address. Once you are viewing the info there is the option to “edit” it. Just make sure you remember to “save changes”. 

You can also let us know of any changes by calling us on +44 (0)1242 539535 or emailing retail@weirdfish.co.uk.

---

When you browse Weird Fish, certain anonymous information about your visit is automatically logged. This may include information about the type of browser you are using, the server name and/or IP address through which you access the internet, the date & time you accessed this website, the pages you accessed, and the internet address of the website (if any) that referred you to Weird Fish.

This information is not personally identifiable.

Cookies
Weird Fish may place cookies on your computer. A cookie is a small piece of data that is sent by a web server to your computer, and is then stored by your browser on your computers hard drive.
Cookies allow Weird Fish to recognize your computer whilst you are browsing this website. They help to customise your online experience making it more convenient for you. Cookies are an essential element of the Weird Fish shopping basket, so if you wish to add products to your basket (and eventually purchase them) you will need to enable cookies in your browser.
Most web browsers will notify you when you receive a cookie and in some cases can actually prevent cookies from being sent. However, If you disable cookies, you will not be able to use certain functions on this website.

Specific Collection of Personally Identifiable Information  

Whilst we never ever share your e-mail address with anyone, we may from time to time share your postal address with appropriate partners who might want to share another offer with you. If you don’t want this, just let us know at retail@weirdfish.co.uk and we’ll make sure that doesn't happen.

Personally identifiable information can be submitted in the following areas on Weird Fish:

• Registration Form - The registration form is part of the checkout process on Weird Fish If you intend to purchase any products online, you will be required to complete the registration form. Registration allows you to login at a future date to check on the progress of your order(s), or to place new order(s).

• Delivery & Invoice Address Form - The delivery & invoice address form is also part of the checkout process on our Weird Fish website. The information collected within this form allows us to fulfill your order by delivering goods to the submitted address(es).
  
• Credit/Debit Card Payment Form - The payment form is used to submit your payment details to SECPay Ltd, who are an Internet payment gateway. Weird Fish have a formal agreement with SECPay Ltd to accept payments on our behalf. Any information that is submitted to SECPay Ltd is used solely for the purpose of completing your transaction with Weird Fish and will not be offered or sold to any further parties.
• Catalogue Request Form - The catalogue request form is provided as a quick and convenient method of requesting a new catalogue. The information that you submit in this form will be recorded and used by Weird Fish to send you a copy of the latest catalogue, plus any future catalogues that are produced. If after requesting the latest catalogue you do not wish to receive any future catalogues, please send an email to retail@weirdfish.co.uk with your request.
• Email Newsletter Form -  The email newsletter form is provided to allow users to subscribe to the Weird Fish email newsletter mailing list. The information that you submit in this form will be recorded and used by Weird Fish to send you a regular email newsletter containing details of promotions and special offers. If you wish to unsubscribe from this mailing list, please send an email to retail@weirdfish.co.uk with your request.

• Contact Us Form - The contact us form is provided as a quick and convenient method for you to contact Weird Fish. The information that you submit in this form will be used by Weird Fish Clothing to answer any questions you may have asked. 

Additional data sources

On occasion, we may have received personal data from third parties, including data brokers such as Abacus, Epsilon, Experian, and iBehaviour, where they have received an individual’s name from another company, which has indicated they wouldn’t mind receiving catalogues from us. If this applies to you, you can contact us at privacy@weirdfish.co.uk at any time and ask us to remove you from our mailing list. We’re happy to oblige and we’ll work to get this sorted for you quickly and efficiently.

In accordance with legitimate interest, we may share your name and address (but never your email address or phone number) with other companies whose products or services may interest you. We do this through data cooperatives, to see why we do this and how it works, click here. The data cooperatives we use are Abacus, Epsilon, Experian, and iBehaviour. We share details about what you’ve ordered from us, your name, and address, so they can analyse what sort of products might interest you and pass your name and address to companies whose products are likely to appeal to you. We are unable to give you an exact list of those companies as they change regularly, but they are all in the clothing, collectables, food & wine, gadgets and entertainment, health and beauty, gardening, household goods, or home interiors categories. You can change this at any time by updating your preferences within your Account or by emailing privacy@weirdfish.co.uk with your account number, name, and full address.

We may also receive information from third parties such as fraud detection agencies when we transact with you, so we can verify that you are actually you.

---

Secure Payment
We accept payment from all major credit cards, with the exclusion of American Express. We also accept PayPal as a payment method - once you click on PayPal you will be directed to the PayPal gateway - we do not store credit card details nor do we share customer details with any 3rd Parties. Payment is taken at point of dispatch, as per our other payment methods and Delivery terms are in-line with our existing Delivery policies

When using other payment methods, the payment form is used to submit your payment details to Secure Trading LTD, who are an Internet payment gateway. Weirdfish.co.uk has a formal agreement with Secure Trading LTD to accept payments on our behalf. Any information that is submitted to Secure Trading LTD is used solely for the purpose of completing your transaction with www.weirdfish.co.uk and will not be offered or sold to any further parties. http://www.securetrading.com/

The secure checks Secure Trading Ltd will run on your card are;

• Name check (please make sure the name entered matches that on the card)
• Postcode check (please make sure the billing address matches the one the card is registered to)
• CV2 (This is the security number, last 3 digits on the back of the card)
• 3D Secure (This is an extra password page you may get if you are paying with a Mastercard or Visa)

To be sure our payment page is secure we use Thwate to provide our SSL certificate, an SSL certificate provides identification information about the web server and establishes an encrypted connection. You can check to see if your page is secure by one or all of the following additions;

• An addition of an S after the HTTP in the URL (HTTPS://) 
• A padlock will also be shown in the address bar 
• Some text will appear in green or part of the address bar will be highlighted in green

If you do not see at least one of these security measures during the input of secure information please do not continue and contact us as soon as you can.

We will never share your payment details with another party, they are held securely by Secure Trading LTD.

---

What is GDPR?

GDPR stands for the General Data Protection Regulation for the European Union, which comes into force in May 2018. It is a legislation that has been introduced to ensure there is a consistent approach to data regulation.

What is the goal of the GDPR?

The purpose of GDPR is to provide a set of standardised data protection laws across the EU. The aim will be to ensure that people understand how and why their data is being used.

What types of personal data do you hold?

All the sorts of data we hold is detailed in our Privacy Policy and our Cookie Policy. However, most of the data we hold is anonymous, and cannot identify you personally. All personal data is stored securely

What is a ‘data subject’?

A living individual who is the subject of personal data.

What is a ‘data controller’?

We (Weird Fish Ltd) are the data controller for our customers and we ensure we only process data for the purposes it has been provided for.

What is a ‘data processor’?

In relation to personal data this means any person (excluding an employee of the data controller) who processes the data on behalf of the data controller. We use suppliers who process the data on our behalf, which includes being able to take your payment for an order and being able to use your address to post your order to you.