British lifestyle brand FatFace has launched Face to Face, its first in-store personal styling service. Now available in selected stores, the new service is part of the brand’s continued investment in enhancing the customer experience across physical and digital channels.
Designed to offer a relaxed and welcoming approach to personal styling, Face to Face provides complimentary one-to-one sessions. The service reflects FatFace’s passion for building meaningful connections with its customers, through a down-to-earth approach that inspires confidence, sparks new ideas, and empowers shoppers to explore new pieces they’ll love to wear every day. The service is currently available in six FatFace stores across the UK: Belfast, Chester, Derby, Horsham, Norwich and Wimborne. During appointments, dedicated in-store stylists will work closely with customers to understand their style and wardrobe goals – from refreshing everyday staples to selecting outfits for special occasions. The launch of Face to Face reflects FatFace’s ongoing multichannel investment in providing a best in class customer experience.
FatFace has also recently introduced a WhatsApp channel, providing customers with a quick and convenient way to contact FatFace for support with orders, returns and general enquiries.
Since launch, the channel has seen strong engagement, with nearly two in five (18%) customer service contacts now coming through WhatsApp. The customer service team aims to respond to all WhatsApp messages within the hour, a target which has been achieved 98% of the time over the course of the Spring Summer 2026 season so far.
Keely Stocker, marketing and e-commerce director at FatFace said: “We’re thrilled to launch Face to Face, an exciting first for FatFace with the ambition to ensure every customer feels confident, inspired and excited about the pieces they wear day in, day out.
Whether through personalised styling in store or fast, convenient support through channels like WhatsApp, our focus is always on creating the best possible experience for our customers”
Appointments for Face to Face are free and can be booked online or arranged in participating stores. The trial will run until the summer months, with the ambition to roll out the service to FatFace stores nationwide.
