Contact information
Contact Us
Last updated: September 18, 2026
FARROWA is the merchant responsible for orders placed through https://farrowa.com.
We can assist with product inquiries, order status, shipping and tracking, returns, refunds, payment questions, privacy requests, and general customer support.
1. Customer Support Contact Details
FARROWA Customer Support
Email: hallo@farrowa.com
Phone: +44 7894 633201
Business Address:
The Millfields
Plymouth
PL1 3JX
United Kingdom
Website: https://farrowa.com
Customer Support Hours
Monday–Friday: 9:00 AM–5:00 PM UK local time
Saturday and Sunday: Closed
UK public holidays: Closed
Customer support hours follow United Kingdom local time: GMT or BST, depending on the season.
Inquiries received outside these hours will normally be reviewed on the next business day.
Our customer support hours are separate from our order cut-off time. Orders may be placed online outside customer support hours.
2. Information to Include in Your Inquiry
To help us assist you, please include the following information where applicable:
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Your full name;
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Your order number;
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The email address associated with your order;
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A clear description of your question or concern; and
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Relevant photos or videos, such as evidence of a damaged, faulty, or incorrect product.
Please provide only the information reasonably necessary for us to assist you.
Security Notice
Please do not send sensitive payment or account credentials by email, including:
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Full payment-card numbers;
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CVV or card security codes;
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Online banking passwords;
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Account passwords; or
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Authentication or verification codes.
FARROWA will not ask you to provide your full payment-card number, CVV, or account password by email.
3. Order and Shipping Inquiries
Shipping Destinations and Cost
We currently ship only to:
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United States;
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United Kingdom;
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Australia; and
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Canada.
We offer free standard shipping on all accepted orders, with no minimum purchase requirement.
Delivery availability depends on the destination address and available shipping services. Please enter your complete address at checkout to confirm availability.
Order Cut-Off Time
Our order cut-off time is:
9:00 PM Pacific Time (Los Angeles), Monday through Friday, excluding UK public holidays.
This follows Los Angeles local time: Pacific Standard Time (PST) or Pacific Daylight Time (PDT), depending on the season. The time and day of the week for cut-off purposes are determined using Los Angeles local time.
Orders successfully placed and paid before the cut-off on an eligible processing day may begin processing that day.
Orders placed at or after the cut-off, on weekends, or during closures for UK public holidays normally begin processing on the next eligible processing day.
The cut-off does not guarantee same-day dispatch or customer support availability outside our published support hours.
Estimated Delivery Time
Our typical delivery timeframes are:
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Order processing: 1–3 business days;
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Standard transit: 7–15 business days after dispatch; and
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Estimated total delivery: 8–18 business days.
These estimates are subject to successful payment confirmation, any necessary order or address verification, and the order cut-off time.
For these timeframes, business days are Monday through Friday, excluding UK public holidays.
Delivery estimates are not guaranteed unless expressly stated otherwise. Customs inspections, carrier delays, destination-country holidays, severe weather, and other logistics events may affect delivery.
Tracking
Once your order has been dispatched, we will send a shipping confirmation email.
Where carrier tracking is available, the email will include a tracking number, tracking link, or other relevant shipment details.
Tracking information may take approximately 24–48 hours after dispatch to begin displaying active updates.
For questions about delayed, lost, or missing shipments, contact hallo@farrowa.com with your order number.
Please review our Shipping Policy for complete information about delivery, customs charges, tracking, and shipping-related issues.
4. Returns and Refund Assistance
We accept eligible returns for both defective and non-defective products under our Return & Refund Policy.
Return Window and Condition
Please contact us within 30 calendar days of delivery to request a return under our voluntary return policy.
For non-defective returns, items must remain in new, unused condition. Reasonable inspection or trying on apparel to check size or fit is permitted, provided the item remains clean, undamaged, unwashed, and suitable for resale.
These conditions do not limit statutory rights relating to faulty, damaged, incorrect, or materially misdescribed goods.
Return Procedure
Returns are made by mail. We do not currently offer in-store returns or a designated drop-off return service.
Before mailing a return, contact:
We will provide return instructions and help identify your order and parcel.
The designated return address is:
FARROWA
The Millfields
Plymouth
PL1 3JX
United Kingdom
Unless we provide alternative instructions for your specific return, returns from all four supported countries are directed to this address.
Parcels sent without sufficient order information may experience processing delays. Our contact procedure does not restrict applicable statutory cancellation or return rights.
Return Labels and Shipping Costs
For ordinary change-of-mind or preference returns, customers are responsible for arranging the return shipment, obtaining the return label, and paying the return postage.
We do not routinely include return labels in outgoing packages or provide prepaid labels for these returns.
Returns from the United States, Australia, or Canada to our designated UK return address may involve international postage costs.
For faulty, damaged, materially misdescribed, or incorrect products, we cover reasonable return shipping costs as described in our Return & Refund Policy. Depending on the circumstances, we may provide a prepaid label, reimburse reasonable postage, arrange another return method, or offer a resolution that does not require a return.
Please contact us before arranging postage for a faulty or incorrect product.
Restocking Fees and Exchanges
We do not charge restocking fees.
We do not offer direct exchanges for different sizes, colors, or products. If you want a different item, please return the eligible original product and place a separate new order.
This does not affect replacement remedies available for faulty or incorrect goods.
Refund Processing
For eligible returns from all four supported countries, we will inspect the goods and issue the refund within 14 calendar days of receiving the return.
This period includes inspection and internal refund processing. Where applicable law requires an earlier refund or requires the period to begin upon receipt of evidence of return, we will follow that requirement.
Refunds are issued to the original payment method unless another method has been expressly agreed where legally permitted.
Your bank or payment provider may require additional time to credit the funds after we issue the refund.
If we have not issued your refund within the applicable processing period, please contact us with your order number and return tracking details.
If a refund has been issued but has not appeared after 15 business days from our confirmation, contact us so that we can help investigate. This follow-up period does not extend our 14-calendar-day refund processing commitment.
Please review our Return & Refund Policy for full eligibility requirements, product restrictions, statutory cancellation rights, and refund terms.
5. Damaged, Faulty, or Incorrect Products
If your order arrives damaged, faulty, defective, materially misdescribed, or different from what you ordered, please contact us as soon as reasonably possible.
Where available, include:
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Your order number;
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A description of the issue;
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Clear photos or videos of the product;
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Photos of the packaging; and
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A photo of the shipping label.
We will review the circumstances and provide an appropriate remedy in accordance with our Return & Refund Policy and applicable law.
Our voluntary 30-day return window does not limit statutory rights that may apply for a longer period.
6. Payment and Billing Questions
For questions about payment processing, billing discrepancies, duplicate charges, failed payment attempts, or refund status, contact:
Payments may be processed through Shopify and authorized third-party payment providers.
Please provide your order number and a description of the issue. Do not email full payment-card details, passwords, or other confidential financial credentials.
7. Privacy Requests
To submit a request concerning your personal information, contact:
Where possible, use the subject line:
“Privacy Request”
Depending on applicable law, your request may concern access, correction, deletion, restriction of processing, data portability, objection to processing, or other privacy rights.
We may need to verify your identity before processing certain requests to protect your personal information.
Please review our Privacy Policy for details about our data practices and applicable privacy rights.
8. Shopify and Merchant Responsibility
FARROWA operates its online storefront using the Shopify ecommerce platform.
Shopify provides ecommerce technology and related infrastructure. FARROWA remains responsible for customer-facing matters relating to our store, including product information, orders, fulfillment, shipping arrangements, customer communications, eligible returns, refunds, and customer support.
Payment processors, carriers, and other service providers may assist with operational functions, but you may contact FARROWA directly about orders placed through our website.
9. Complaints and Customer Support
If you are dissatisfied with a product, order, delivery, refund, or customer-service experience, please contact us with the relevant details.
We will review the issue and make reasonable efforts to provide an appropriate resolution in accordance with our store policies and applicable law.
Providing your order number and a clear description of the issue will help us investigate.
Nothing on this page limits your statutory consumer rights.
10. Contact Summary
FARROWA Customer Support
Email: hallo@farrowa.com
Phone: +44 7894 633201
Customer Support Hours:
Monday–Friday, 9:00 AM–5:00 PM UK local time (GMT or BST, depending on the season), excluding UK public holidays.
Order Cut-Off Time:
Monday–Friday, 9:00 PM Pacific Time (Los Angeles; PST or PDT, depending on the season), excluding UK public holidays.
Business and Designated Return Address:
The Millfields
Plymouth
PL1 3JX
United Kingdom
Please contact us before mailing a return.
Website: https://farrowa.com