Although you can order as a guest, having an account will enhance your shopping experience by keeping you up to date with newsletters, storing your billing/shipping information and ensuring faster checkouts.
Help Center
FAQ
Account
How do I create an account?
To create your very own House of Faiza Online Account, follow these simple steps:
- Click here to create an account.
- Fill in the required fields
- Click on "Sign Up".
What if I forget my password?
In the event of a forgotten password, simply:
- Click on ‘Forgot Password’ on the sign in page, or click here.
- Enter your email address
- Click on the link sent to you in your email address
- Enter your new password
How can I update/edit my shipping or billing address details?
Go to "My Account", click on ‘View Addresses’ and
then click on "edit", where you’ll now be able to enter your new
address.
Where can I view my order history?
Your order history will be available under Dashboard on your
Account page.
Orders
How can I place an order?
Once you have added all your desired items to your shopping cart, follow these instructions:
To order as a guest :
- Click on the "Shopping Cart" button and proceed to Checkout
- Enter all your required shipping and billing information
- Click on "Continue to Shipping Method" and choose your shipping method
- Click on "Continue to Payment Method" and choose your payment method
- Review all information. Products, Shipping Address, Billing Address and Payment Details
- Click on "Pay Now’ and check your email for the order confirmation
- Click on ‘Confirm Order’ and check your email for a Order Confirmation
To order with a House of Faiza account :
- Log in to your account
- Click on the "Shopping Cart" button and proceed to Checkout
- Click on "Continue to Shipping Method" and choose your shipping method
- Click on "Continue to Payment Method" and choose your payment method
- Review all information. Products, Shipping Address, Billing Address and Payment Details
- Click on "Pay Now’ and check your email for the order confirmation
I haven't received an order confirmation email – What should I do?
An order confirmation email is a soft receipt which should be emailed to you within an hour of placing your order. If you didn’t receive one to your inbox, check your junk/spam folder. If it still isn’t there, please contact us via support@houseoffaiza.co.uk.
Does adding an item to the shopping cart reserve it?
No – items will only be reserved once you have confirmed your
order at checkout.
How will I know that you have received my order?
The order confirmation emailed to you will act as
confirmation that your order has been logged in our record. If you do not receive
this email, please contact us via support@houseoffaiza.co.uk">support@houseoffaiza.co.uk.
Why have I not received any update on my order?
Most of our products have dispatch information in the product page. Please check the product page for up to date dispatch dates.
What does "Dispatch Week Commencing" mean?
This means that your order should be processed and dispatched
within or by the end of the week you place the order. This is an estimate only
based on previous delivery experiences with both customs and designers.
How can I track my order?
The ‘Order History’ section in your account will give you details pertaining to your previous orders as well the status of your current order with regards to the stage of processing.
What different order statuses can I face?
- Payment Pending Authorisation: Your order has been logged and we are waiting for authorisation from the payment gateway
- Payment Authorised, Order Processing: Authorisation has been received from the payment gateway and your order is being processed.
- Order Shipped: Your order has been shipped by the seller and is on its way.
- Order Complete : Shipment received, and transaction completed.
- Order Cancelled: The order was cancelled.
What are the benefits of ordering through an account?
Having an account will allow you to save your information for faster checkouts, allow you to view all of your order history and enable you to subscribe to our weekly newsletter, which will keep you up to date with all of our exciting new products and promotions.
What is the difference between Order ID and Tracking ID?
Your "Order No" will be used to identify your order and will be a part of the Order Confirmation email. Another email will be sent to you once your order has been dispatched with your Tracking ID which will allow you to check the status of your delivery on the courier’s website.
Can I make changes to/cancel an existing order?
An order can be edited/cancelled within 24 hours of placing
it. Please refer to your order confirmation email for instructions on how to do
so. If it’s been more than 24 hours and you’d like to amend your order, please
communicate a request to us via support@houseoffaiza.co.uk and we will come
back to you promptly. Full cancellations will not be accepted after the initial
24 hour period.
Can an order be available for store pickup?
Unfortunately, we do not offer store pickups yet.
Payment
What payment options do I have?
- Debit/Credit Card (Visa Debit, Visa, Mastercard and AMEX)
Is it safe to use my credit/debit card to make payments?
All payment information on our website is processed on a
fully encrypted and secure platform and kept entirely confidential, with only
authorized personnel having access to your information.
What should I do if my payment fails?
In case of a payment failure, make sure that the payment information you have provided is accurate. If your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days. You can email us on support@houseoffaiza.co.uk with your order number for any clarification.
Can the billing address differ from the shipping address?
Yes, it is possible to use a different address for billing purposes. Simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.
How do I redeem a Gift card or discount code?
To redeem a promotional code, simply type in or copy the code into the ‘Gift card or discount code’ text bar on the checkout page.
Shipping
How much does shipping cost?
- Free UK Shipping
- International £19.99
Which shipping service do you use?
- United Kingdom - DPD UK
- EU - DPD UK
- International - DPD UK
How long will my order take to ship?
UK shipping usually takes 2-3 days once the order has been processed and dispatched.
International shipping usually takes 5-7 working days, once the order has been processed and dispatched.
Note: International shipping times are not guaranteed. Depending on the specific country’s current customs issues, deliveries may take longer.
How do I check the delivery status?
Once your order has been dispatched, you will be provided with a Tracking ID for your order via SMS and email.
Note: UK customers will also receive communication by the courier company (DPD Local), including a delivery time slot.
How many times will the courier company attempt to deliver my order in case I am unavailable to receive it?
Our delivery partners make two attempts to deliver a parcel. Kindly ensure that the address, country and area code while placing an order given is accurate. On the second failed attempt, the item(s) will be returned to us.
Can I get the shipping/billing address of an order changed after it has been processed?
It is only possible to change the address of a processed order before it has been dispatched. Please contact us via support@houseoffaiza.co.uk.
Personal Data
Why is it mandatory to give personal information?
Customer information pertaining to name, card billing details and shipping addresses are necessary to process any electronic transactions via credit/debit cards. These are essential inputs into the fraud detection mechanisms.
Is my personal information kept secured?
All payment and shipping data presented by our clients is kept secure and classified. Only approved personnel have access to this data.
What are cookies and why should I know about them?
A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.
If my credit/debit card is fraudulently used to make an order, what is the procedure of getting a refund?
In case of such a mishap, please contact us immediately via support@houseoffaiza.co.uk and we will aid you in rectifying your transaction records and issue a refund. Please note that you may have to divulge personal and card information.
Why have I been asked to send a copy of my ID and utility bill?
From time to time, our system flags up suspicious transactions which may contain characteristics related to fraud. As a duty to ensure the transaction is not fraudulent, we will request for a valid proof of ID and a utility bill within the last 3 months, before the order can be processed and dispatched.
Returns
How does your return policy work?
To be eligible for a return, you must complete the returns form here. Item(s) returned without completing the returns form will be rejected and may incur redelivery charges.
When returning your item(s), you must ensure the item(s) is/are not Outlet/Sale, unused and in the same condition that you received it/them with all tags attached, original packaging and any promotional gift(s) associated with the item(s). Should your return be accepted, your credit note refund/exchange will be processed when we confirm receipt for your item(s). Eligible cash/card refunds will be processed within 21 working days.
Why has my return request been refused?
Any returns requested or received by HOF Returns after the period of 14 days from receipt, will be refused and automatically returned back to you.
When will my return be processed?
Should your return be accepted, your credit note refund/exchange will be processed when we confirm receipt for your item(s). Eligible cash/card refunds will be processed within 21 working days.
Do you refund return shipping charges?
Is there a fee for returning items?
If the return reason is other than defective, shipping error or incorrect items, then a restocking fee of £6.99 will be deducted from any refunds, credit notes or exchanges.