Website upgrade FAQs
Dear F&N Family,
We have some exciting news to share, the team have been working away behind the scenes on a brand new website that will be launching very soon! As we transition to this new platform, we want to make sure you're fully prepared for the upgrade.
Important Note: Use Your Store Credits & Loyalty Reward Codes
Please note as we are transitioning to a new system, unused store credit balances and unused reward discount codes will not be able to transfer to the new website. To ensure a smooth experience, please be sure to use any remaining store credits and/or loyalty rewards by September 1st.
We understand life gets busy, so if you need assistance in using your store credits or loyalty rewards, we encourage you to take action early. For any questions or concerns, you can view our FAQs below.
We truly appreciate your understanding and continued support during this exciting change! We're looking forward to sharing this new chapter with you.
Warm regards,
The F&N Team
FAQs
When will your new site be going live?
We don't have an official launch date at this stage, however we will keep you updated via this page and on socials on all the exciting details as we progress.
What happens to my account history?
Your current account history will not transfer to the new store. Once the new store is live you will need to create a new customer account.
What does this mean for my store credit?
As we have no order history, store credits will not be able to be transferred to the new site. We suggest using these credits prior to September 1st to avoid losing your store credit. If you believe you will be unable to use your store credit by this date, please contact us before September 1st to arrange a resolution for you. If you have not contacted us by September 1st we will not have the ability to arrange an alternate resolution for transferring your credit.
What does this mean for gift vouchers?
All active and in date gift vouchers will be transferred to the new website.
Can I use my existing store credit to purchase a gift voucher instead?
Yes, you can purchase a gift voucher with your store credit. This will then be transferable to the new website.
What does this mean for my Loyalty tier and rewards?
Your loyalty tier and unredeemed points will carry over to the new website, so you won’t lose your current status or any unused points. However, any points that have already been redeemed for discount codes will not transfer to the new system. We recommend using any existing discount codes before September 1st, as they won’t be valid after this date. If you believe you won’t be able to use your reward codes before September 1st, please get in touch with us ahead of time so we can help arrange a solution. Unfortunately, we won’t be able to offer any resolution after September 1st.
How will I place a return in this transition period?
Our team will advise you on the process for orders placed in the transition period. The cutoff for returns processed on the current website will be advised in the coming weeks.
