FAQS
FREQUENTLY ASKED QUESTIONS
HOW CAN WE HELP?
Is there a minimum order?
Yes, the minimum for a group order is 10 units.
If you want to place an order for your group, fill in the form on our website and one of our sales team will get in touch within 24-48 h to hear your idea, tell you about prices and start preparing your order.
How do I order my hoodie?
If nobody in your group has contacted us yet, the first step is to fill in the form on our website. A member of our sales team will get in touch with you on WhatsApp and guide you through the process.
Once your design is ready, you'll get a purchase code that each member can use to access the platform and order and pay for their hoodie individually, choosing from the options available for your group.
I've placed my order but haven't received the confirmation email. What should I do?
First, check your spam folder and see whether the payment has been charged to your account.
Then, talk to your group's organiser to check whether your order appears correctly in the spreadsheet.
If you've been charged but your order doesn't appear, ask the organiser not to confirm the group order yet and contact Customer Service. Give us the last 4 digits of the card and the date and time of the charge so we can find the transaction and check what happened.
Why wasn't I asked for a shipping address?
All the hoodies in the group are produced together and, by default, once the order is finished they're shipped together to the group's address.
If you're on the Spanish mainland, you can add individual shipping as an extra at an additional cost when you buy. Your hoodie will be produced with the rest of the group and, when it ships, we'll take it out of the group order and send it straight to the address you give us.
If you have questions about your group's shipping, you can check with the organiser.
Who is the group organiser?
The person who first contacts Fraeternity and acts as the group's main contact throughout the process.
They'll have access to the Customer Area, where they can review orders, confirm that everyone has bought and carry out the necessary checks.
What should the organiser check before confirming the order?
The organiser should review both the list of orders (spreadsheet) and the final design, and check that all the information is correct.
It's very important to review it carefully: whatever the organiser confirms is what gets sent to the workshop and used to produce the hoodies, including quantities, sizes, personalisation and design specifications.
I've paid for my hoodie but I'm not on the group list. What should I do?
If you've been charged but the organiser can't find your order, ask them not to confirm the group order yet.
Contact Customer Service with the last 4 digits of the card and the date and time of the charge so we can find the transaction and sort it out.
The organiser has already confirmed the order. Can I make changes or add someone?
Once confirmed, the order is processed and goes into production with the information validated by the organiser. Because it's a personalised production, we can't guarantee changes or new additions. If you need to change something, contact Customer Service as soon as possible to check whether there's still time.
Can I choose any size and colour I want?
When you place your order you can choose from the sizes and colours available for your group. If an option doesn't show as available, it means there isn't enough stock at that moment.
Before completing your purchase, double-check the size, colour and personalisation details you've entered.
Can I change the size, colour or personalisation after placing my order?
Yes, if your group's order hasn't been confirmed yet.
When you buy, you'll get a confirmation email with your login details for the Customer Area. Log in and check whether you can edit your order: if the system lets you make the change, there's still time.
If you get an error message and it won't let you change it, the group order may already have been confirmed. In that case, contact us so we can check its status.
What if I chose the wrong size?
Log in to your Customer Area as soon as possible with the details you received by email. If you can still edit your order, you can correct the size there.
If it no longer lets you make changes, the order may have been confirmed. Contact us so we can look into your case.
Is the colour I see on screen exactly the colour of the hoodie?
Renders and images are for reference. The shade may vary slightly from the real garment depending on the screen, the lighting or the photo.
So there may be small differences in shade between what you see on screen and the colour of the actual garment.
When does the delivery time start counting?
The maximum delivery time is 30 working days for orders to the Spanish mainland, counting from when the organiser confirms that all group members have made their purchase. For the Canary Islands, Ceuta, Melilla and international orders it is 40 working days.
From that moment we carry on with the final steps needed before production starts.
When do the hoodies go into production?
Before production starts we prepare the final design, which includes all the order specifications.
Once the organiser reviews and confirms that this final design is correct, the order can go into production.
I've already bought my hoodie. Why isn't it being produced yet?
Although each member buys their hoodie individually, they're all part of a group order.
So first the group's purchases need to be completed, the organiser needs to confirm them and then validate the final design before the garments go into production.
My hoodie got damaged or I lost it. Can I order another one?
In some cases we can make one extra unit as an exception, for example if you need to replace your hoodie.
As it's an individual production, the price will be higher than in the group order. Get in touch and we'll tell you whether it's possible and how to arrange the order.
Where will I receive my hoodie?
By default, all hoodies are shipped together to the address given by the organiser.
If you added individual shipping as a paid extra when you bought, your hoodie will be produced with the rest and, when it ships, it will be separated and sent to the address you gave.
Can I change the shipping address?
If you need to change an address, contact us as soon as possible. If the shipment hasn't been processed yet, we can check whether there's still time to change it.
You can make this change from the Customer Area itself or by contacting your sales rep and/or Customer Service.
How do I know when my order has shipped?
Once shipped, your Fraeternity sales rep will give the organiser a tracking number so you can follow the parcel.
For shipments within the Spanish mainland, delivery usually takes 24-48 h from when the order leaves our facilities.
My order should have arrived and I still haven't received it. What should I do?
If 30 working days have passed since the organiser confirmed that everyone had bought and you still haven't received the order, contact us so we can check its status.
If you paid for individual shipping and the rest of the group has already received their garments, contact us too so we can track down your shipment.
The parcel arrived damaged or with a problem. What should I do?
If the parcel arrives opened, dented or with any transport issue, take photos before throwing away the packaging and contact us as soon as possible.
I received a different size, colour or garment from the one I ordered. What should I do?
First check your confirmation email to see which size, colour and personalisation you ordered.
If what you received doesn't match, contact Customer Service and send us photos of the garment so we can look into it.
My hoodie is missing from the group order. What should I do?
First talk to the organiser to check that your order appeared correctly in the group's spreadsheet.
If your order is there but the hoodie hasn't arrived, contact Customer Service so we can check what happened.
Can I return my hoodie once I've received it?
No. Our hoodies are personalised products made specifically for each order, so once received they can't be returned.
If you received the wrong garment or one with a defect, contact us so we can look into your issue.
Designed in Spain
FRAETERNITY™