PACKAGING AND GIFTS

What package can I expect with my purchase?

Standard packaging consists of a gold and black heat stamped box with a black, exclusive Fisher & Woordes ribbon. Each of your ordered products will have their own individual packaging with a wel fitted cut foam which keeps your ordered product well displayed.

Is gift wrapping available?

Yes. If you would like your items to be gift packaged, please indicate that your purchase is a gift by selecting ‘Gift Packaging’ at the checkout. If you have selected ‘Gift Packaging’, you will have the opportunity to add a personal gift message to your order. This message will be handwritten and added to your gift.

Our gift packaging consists of a gold and black heat stamped box with a black wrapping paper and is finished with a colored ribbon. This way, we can assure that the content of the box remains a surprise for the recipient.

All our products will be individually gift packaged.

Can I buy a gift card for fisherwoordes.com?

It is currently not possible to acquire a gift card for our online shop. This option is in process and may be realized in the future. If you wish to be notified about this possibility when it becomes available we would advice you to subscribe to the Fisher & Woordes newsletter by entering your email address at "JOIN THE COMMUNITY" at the bottom of our website. 

 

ONLINE ORDERING

My Account :
How do I register or login?

You can find the opportunity to login or register on our desktop webpage at the login/signup icon at the right top of the page and on your phone at the top of the dropdown menu.

How do I change my account details?

Go to 'My Account' and sign into your account using your email address and password. Click 'Account Details' and update, remember to 'Save Changes'.

What do I do if I have forgotten my password?

Please visit 'My Account', select 'Sign in' and then 'Forgotten password?'. We will email you a new password. After logging in on fisherwoordes.com again, you will be able to change this password at your account settings.

How is my personal information safeguarded?

When you place an order or access your account information, we use a secure socket layer(SSL) encryption that encrypts your information before it is sent to us to protect it from unauthorized use. In addition, we will take reasonable steps to ensure that third party business partners to whom we transfer any data will provide sufficient protection of that personal information.

What personal information is collected?

In order to use certain features of the site, we may collect (or you may be asked to provide) your email address, name, mailing address, telephone number, billing information, gender, birth-date, message and gift recipients' names, addresses, telephone numbers and email addresses. For more information, including how this information may be used, please see our privacy policy at here.

 

My Order :
How can I check the status of my order?

If you have registered, you can follow the progress of your delivery by signing into your account and selecting my account followed by order status. If you don't have an account, you will receive the shipping details in most cases the day after placing your order through an email. With these details you can follow the status of the shipment.

How will I know that Fisher & Woordes has received my order?

We will send an order acknowledgement email within 24 hours. Please contact us with your order details if you do not receive this email. Please note this is not an acceptance of your order. Your order is not accepted by us until you have received an email from us confirming that the order has been shipped.

I placed an order, but I have not received a confirmation e-mail.

Please check your spam folder. The e-mail might have been marked as spam by your e-mail provider. If the confirmation e-mail cannot be found in your spam folder, please contact our customer care department with the name, address, and e-mail address you used to place your order. Our customer care team will further investigate whether something might have gone wrong in the order process, and inform you accordingly.

I'm trying to place an order, but I can't seem to do so.

Our website may use pop-ups to redirect you to the payment page. Please check if your browser allows pop-ups and try placing your order again. If it still doesn’t work, please contact our customer care department  here.

If an item is out of stock is there a way I can be notified when it becomes available?

We are constantly working on restocking all of our products. This process is a matter of weeks, therefore we don't expect it to take long to restock the item you wish to order.

You can sign-up to our newsletter if you wish to be notified about restocked items, new products and other information or promotions.

What is a pre-ordered item?

Certain products that are not immediately available to purchase may be displayed on fisherwoordes.com. These items can be pre-ordered to secure them once they become available. Payment will be taken when or shortly after your order is placed. Delivery times will be communicated to you before you place your order and when you receive acknowledgement for your order. You can cancel your order at any time up to the item’s dispatch. Our usual return conditions apply, provided the item is not personalized or monogrammed, in which case the item cannot be returned or cancelled.

What happens if I ‘Register Interest’ for an item?

Where certain items are ‘unavailable to purchase at present time’ on fisherwoordes.com, you may be given the opportunity to ‘Register Interest’.

If you choose to ‘Register Interest’, Fisher & Woordes customer service will notify you as soon as the item is available to purchase on fisherwoordes.com. No payment is taken during this process and the product is not reserved for you.

Please note: we are not able reserve items or guarantee size availability.

Can I cancel my order?

Customer service is able to cancel your order within 15 minutes after the placement of an order. When you wish to cancel your order please contact our customer support team immediately. The paid amount will then be refunded through the original method of payment.

Your order will be processed and a confirmation email is sent on shipping. On delivery, if any items are unsuitable, you are welcome to send the order back for a full refund. Please check  shipping & returns to see the requirements for a refund.

Can I change my shipping address after placing the order?

If you wish to change the shipping address of an order you have already placed, than please make sure to wait until your order has been shipped. Once shipped you will receive a confirmation email with UPS tracking details. Through this email you will be able to make any alterations in your shipping address.

Is shopping online with Fisher & Woordes secure?

Online payment card transactions are transmitted through a secure server using Secure Socket Layering (SSL) encryption technology.

For full details, see our  Privacy Policy or Secure Payments.

 

PAYMENT

Which currency will my purchases be made in?

Purchases and shipping costs are always shown and charged in United States Dollars.

What forms of payment are accepted?

You can either finish your payment through credit card or paypal. For more information about payments, please see Secure Payments.

Why was my credit/debit card or other payment method declined at checkout?

If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:

- The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type
- The 3 or 4 digit security number is correct
- Your credit card has not expired

I paid in dollars, but my bank deducted a different amount from my account?

The dollar prices on our website are in USD, not in AUD or CAD. This means that the amount taken out of your bank account is different from the one displayed on the website when ordering from Canada or Australia, because PayPal or your credit card company will change the USD to the local currency.

In addition to this, when you order from a country outside of Europe, you will be asked to pay in USD during check-out. Your bank will deduct the price from your account in local currency, in accordance with the current exchange rates.

 

SHIPPING & DELIVERY

When will I receive my order?

Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. An estimated delivery time for your order will be available to view in checkout. Delivery can take longer than expected due to customs clearance procedures in certain countries.

Can I track my order?

If you have a registered account with Fisher & Woordes, please select 'My Account', sign into your account and click the 'Order status' tab.

Once your order has been shipped you can also track it at www.ups.com using the tracking number located in your shipping confirmation email.

What are your shipping methods and costs?

We offer complimentary priority/express shipping via UPS on all orders to each country in the world. Your express shipment will be delivered within (2 or 3 working days within Europe and North America. Within 4 working days in the rest of the world).

The shipping of your parcel is always completely free. Please bear in mind that import cost aren't considered as part of the shipment cost and will need to be fully charged to the customer. These import cost may vary per country due to a different legislation.

Can I have my order shipped to any country in the world?

Almost. On the check-out page there is a drop down menu which allows you to choose the shipping country. If the desired shipping country cannot be found in that dropdown menu, you can contact our customer service, and they will try to further assist you.

Please note that the price for the different products is displayed on our website. This price includes taxes. So if you order from outside the EU, you will pay the price excluding taxes, and the local taxes and/or import duties may be due upon delivery.

In addition to this, when you order from a country outside of Europe, you will be asked to pay in USD during check-out. Your bank will deduct the price from your account in local currency, in accordance with the current exchange rates.

Do I have to sign for my package upon arrival?

Yes. You, or an authorized person, must sign for your order upon arrival. This ensures that your purchases are safely delivered to you. If you are unavailable when your package arrives, UPS will leave a re-delivery slip.

Is there any import cost I would need to pay at arrival of my package?

Fisher & Woordes is a Netherlands based company. Therefore the shipment to any country outside the EU will have certain import costs which will need to be paid by the customer at the moment of delivery. For the sake of the speed of your shipment, UPS will disburse the import cost at arrival of your country or state and charge you these cost at the delivery of your package at your address.

Keep in mind that we cannot make an estimation on the exact amount of these import costs and we cannot be held accountable for these cost. When you won't accept to receiving your package due to these costs, these import costs will be deducted from the refund which you will receive once the package has been delivered back at our facility after the refused delivery.

Do you ship to multiple addresses?

Unfortunately we can only ship your online order to one location. To ship to multiple addresses, a separate order would need to be placed for each address.

Does Fisher & Woordes ship to Post Office Boxes, Military Bases or Freight Forwarding Addresses?

Fisher & Woordes is unable to ship their products to post office boxes, military bases or freight forwarding addresses. For the shipment to be processed correctly we would need a physical home address.

I received my parcel, but my order is incomplete or missing.

Please contact our customer care department within 24 hours after receiving the parcel. Our customer care team will contact the carrier to start an investigation. Please make sure to keep the packaging until you have established that it is no longer needed for the investigation.

Please be aware that this investigation can take up to 30 days. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), Fisher & Woordes will either refund the customer or try to re-ship the ordered product.

The tracking states that my parcel has been delivered, but I have not received anything.

Please contact our customer care department within 7 days after the parcel has been delivered according to the tracking. Our customer care team will contact the carrier to start an investigation into the whereabouts of the parcel.

Please be aware that this investigation can take up to 30 days. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), Fisher & Woordes will either refund the customer or try to re-ship the ordered product.

 

RETURNS & WARRANTY

How do I return an item I have ordered online?

Free returns are available worldwide for all items ordered at Fisher & Woordes within the first 30 days after receipt of the product. Provided the return conditions specified on our  shipping & returns are met.

What if I cannot find a return label in my parcel?

This is correct. When you wish to return your order to Fisher & Woordes within the 30 days after receiving the parcel, or due to a defect within the 1 year warranty period, you can get in touch with us for a pre-paid return label. Our customer support team will assess the situation and act accordingly.

When you wish to receive a refund due to a defect, make sure to check the requirements on our  warranty & repairs  page before getting in contact with us. You can reach out to us on support@fisherwoords.com or through the  contact page.

Do the Fisher & Woordes products come with warranty?

Fisher & Woordes grants a one (1) year warranty period on all it's products. You can find all the requirements and information on our warranty policy on our website at  warranty & repairs

 

AFTER SALE

Where are the Fisher & Woordes products made?

All of the Fisher & Woordes products are being produced in Italy, with most of our products in or around the fashion capital of the world, Milan. We keep our production solely in this great fashion and craftsmanship region to preserve the excellent quality for all of our products in to the smallest detail.

Our scarf and beanie collection is made from a careful selection of a high quality natural cashmere fibers. None of our cashmere has been mixed with any other wool fabric. Each step in creating a Fisher & Woordes cashmere scarf involves expert knowledge and personal attention. Please refer to our product pages for more information.

How do I maintain my Fisher & Woordes items?

The Fisher & Woordes items can be delicate due to the high quality of fabrics used. We understand the importance of maintaining this high quality and the great feeling of a brand new item. Therefore for further advice on how to care for your Fisher & Woordes item, please  contact us.

How do you wash a Fisher & Woordes Cashmere Scarf?

Due to the high quality and delicate nature of the yarn used to weave the Fisher & Woordes cashmere scarf, it is recommended that you do not hand wash this item. Please consult your dry-cleaner for details of specialist care to help maintain its characteristic softness and lustre.

How do I authenticate a Fisher & Woordes product?

All items purchased from fisherwoordes.com are guaranteed authentic and exclusively available on our webshop. Any proclaimed Fisher & Woordes item you find in a physical shop or on a different website cannot be verified by us. In doubt, please contact our customer service for specific information regarding the authentication of our items. 

 

CUSTOMER SERVICE

How do I contact the Fisher & Woordes Customer Service?

Please visit our  Contact Us  page for full contact details. We will always try to make sure to respond within 24 hours to your questions.

How do I unsubscribe from your mailing list?

You may unsubscribe using the link at the bottom of any Fisher & Woordes email. Alternatively you can reach out to us here and we will make sure to unsubscribe you personally.

What are the collaboration possibilities?

Even though Fisher & Woordes doesn't work with any retailers, wholesalers or agents, we do appreciate any interest in marketing, social media and photography collaborations.

For serious interest you are welcome to reach out to us, using one of these mailing addresses - Content/Social Media: Joren.woordes@fisherwoordes.com - Marketing: Luuk.visser@fisherwoordes.com