Contact Us
Deciding between two sizes, or waiting on a parcel? Email us. Someone on our team reads every message and replies within one working day.
How to reach us
| support@fayrella.com | |
| Phone | +44 113 229 1234 |
| Customer Service Hours | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |
| Response time | Within one working day |
Saturday, Sunday and bank holidays: closed.
Twelve hours a day on weekdays — most questions get answered the same day they're asked.
We're an online store only. The Leeds address below is where the company is registered, not a shop, and returns can't be dropped off there.
What to send, depending on what you're asking
| If you're asking about | Include | What you'll get back |
|---|---|---|
| Sports bra sizing | Your usual bra size and the brand it's from, plus what you'll be doing in it | Band and cup recommendation, the right impact level, and whether the style suits |
| Leggings sizing | Your height and the size you take in jeans | A straight answer on size, rise and inseam — including "go up one" when that's the truth |
| Fabric, weight and opacity | The product name or link | Composition, fabric weight in g/m², how it wears and whether it stays opaque under stretch |
| Care and washing | The product name | Wash temperature, what to avoid, and how it holds up over a year |
| Where your order is | Order number | Courier update, or an investigation opened with the courier if tracking has stalled |
| A return | Order number and items | Return address, reference number and instructions, within one working day |
| Damage, fault or wrong item | Order number, photos of the item and packaging | Your choice of replacement or full refund; return postage on us |
| Cancelling | Order number, as soon as you can | Free cancellation if it hasn't shipped; the returns process if it has |
| Press, wholesale, partnerships, feedback | Whatever you'd like to tell us | Routed to the right person |
Two habits that get you a same-day reply
Order number on the first line. It's at the top of your confirmation email. With it we've found your order before we've finished reading; without it we're matching names and email addresses, which usually costs a day.
A photo for anything visual. Damage, a wrong item, or a question about colour and finish — an image settles in seconds what a paragraph can't.
Worth knowing before you write about a delivery
Tracking often shows nothing for the first 24 to 48 hours after the dispatch email. That's normal.
Our delivery window runs 4 to 8 working days. If tracking has been silent beyond that, or the estimate has passed, send us your order number and we'll open the investigation with the courier ourselves.
If tracking says delivered and there's no parcel, check with neighbours, household members and building management first, then write to us. Until the goods are in your hands, the risk of loss is ours.
When your parcel arrives
Try things on over your own clothing, with the tags still attached. That's expected and won't affect your return.
Underwear and swimwear come with a hygiene seal. Try them on over your own before removing it — once it's off, that item can't be returned.
Answers that are already written
Processing and delivery times are in the Delivery Policy. Your 14-day statutory right to cancel, the 30-day window and refund timing are in the Returns & Refunds Policy. What we hold and why is in the Privacy Policy. The terms your purchase is made under, including sizing tolerance and care, are in the Terms & Conditions.
If your question is one of those, the answer is available now rather than tomorrow.
Business information
| Store name | Fayrella |
| Legal entity | Fayrella LTD |
| Business address | Dewsbury Road, Leeds LS11 8LU, United Kingdom |
| support@fayrella.com | |
| Phone | +44 113 229 1234 |
| Customer Service Hours | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |
The Fayrella team