Contact Us

Contact FARROWA

We are here to assist you with product questions, order updates, shipping logistics, returns, refunds, payment processing, privacy requests, and general store inquiries.

Customer Support Information

Physical Business Address

FARROWA

The Millfields

Plymouth, PL1 3JX

United Kingdom

Important Notice: This is our registered business contact address. Please do NOT send returned items to this address without first receiving written return authorization and dedicated shipping instructions from our support team. Unauthorized returns sent directly to this address may be refused or delayed.

When Contacting Us

To help us resolve your issue efficiently, please include the following details in your message:

  • Your full legal name;

  • Your order number (if applicable);

  • The email address used to place the order;

  • A clear description of your inquiry or issue;

  • Visual evidence (clear photos or video) if your item arrived damaged, defective, or incorrect.

Security Warning: For your online safety, please DO NOT send full payment card numbers, CVV security codes, bank details, or passwords in any email or message.

Operating Hours & Response Times

Our support team monitors customer inquiries on business days, Monday through Friday (9:00 AM – 5:00 PM GMT), excluding UK public holidays. Response times may be slightly longer during holiday seasons, promotional events, or peak shopping periods. To prevent communication delays, please submit one complete initial message for each inquiry.

Order and Shipping Inquiries

For status updates or delivery tracking, please include your order number and checkout email address.

  • Processing Window: Orders are typically processed within 1–3 business days following payment authorization.

  • Transit Window: Standard shipping usually takes 7–15 business days after dispatch. Parcel tracking details will be emailed to you as soon as they become active.

  • For full shipping policies and details, please visit our Shipping Policy.

Returns and Refunds

All returns require prior authorization from our support team. To initiate a return, email hallo@farrowa.com within 30 calendar days of delivery with your order number, the item(s) you wish to return, and the reason for the return.

  • Merchant Covered: FARROWA covers return shipping costs for verified damaged, defective, or incorrect items.

  • Customer Covered: Customers are responsible for return shipping costs for preference-based returns (such as change of mind, fit, or wrong size selection).

  • For complete eligibility criteria, please review our Return and Refund Policy before sending any items back.

Payment and Privacy Inquiries

  • Payment Questions: For issues concerning charges, authorizations, or pending refunds, please provide your name, order number, transaction date, and amount. Payments are encrypted and processed securely via Shopify and authorized payment providers.

  • Privacy Requests: To request access to, correction of, or deletion of your personal data, please email hallo@farrowa.com with the subject line “Privacy Request”.