FatFace has introduced its first in-store personal styling service, as part of a broader investment in enhancing customer experience across physical and digital channels.
The new service, titled Face to Face, is now available in six UK locations: Belfast, Chester, Derby, Horsham, Norwich and Wimborne. It offers complimentary one-to-one appointments designed to provide a relaxed and accessible approach to personal styling.
During sessions, in-store stylists work with customers to understand their individual preferences and wardrobe requirements, supporting both everyday outfitting and occasion dressing. The initiative reflects a wider focus on building stronger customer relationships through personalised, in-person engagement.
The launch forms part of FatFace’s wider multichannel strategy, which also includes the introduction of a WhatsApp customer service channel. The platform enables customers to make enquiries relating to orders, returns and general support.
Since its introduction, WhatsApp has accounted for 18% of customer service interactions. The retailer reports that its customer service team responds to messages within one hour in 98% of cases during the Spring/Summer 2026 season.
Appointments for the Face to Face service are free and can be booked online or arranged in participating stores. The initiative is currently being trialled, with plans to roll out the service more widely across the UK estate.
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