SHIPPING POLICY
- Delivery Times & Rates
We deliver most items Monday to Friday, 9am-6pm.
Postage costs are listed on our product listings. We try to ensure that shipping prices are correct, however in the event that insufficient postage has been paid for your delivery address, we may request additional funds to cover the cost.
- UK SHIPPING
Our Mainland UK postage costs exclude Highlands and Islands. In the event that insufficient postage is paid we will notify you. Goods will not be shipped until sufficient postage has been provided.
Products may be sent out from multiple locations and therefore may arrive separately, but you will not incur additional delivery charges as a result.
We reserve the right to change any of our postage charges without notice.
- INTERNATIONAL SHIPPING
Any customs duties, import taxes, brokerage fees or other charges imposed by the destination country are the responsibility of the customer and are not included in the purchase price or shipping charges.
If a parcel is refused by the customer, or rejected or refused by customs due to unpaid duties, taxes or other import charges, then these refunds/returns are handled in line with these terms & conditions.
SHIPPING FAQ
- What if I need to reschedule a delivery?
Courier services will usually notify you when your order will be out for dispatch and offer options to customise/change your delivery. Please note that such changes are made at your own risk.
- How do I track my order?
When your order is dispatched you should receive an automatic email notification with your tracking details. Additionally to can access this information via your Ebay account.
- What if my order arrives damaged?
In the unlikely event that you order arrives in an unsuitable condition, please contact us immediately. We will request photographs to be sent, images that clearly indicate the damage to both the exterior packaging and the product. Once we have this material we will then open and investigation with the courier.
Note: In some cases we may require the damaged goods returned for inspection.
Once investigations are complete we will then offer either a replacement, repair or refund in accordance with this policy.
- Change of address, leaving with neighbours or in safe-spaces.
Many courier s offer services to change your delivery after it has been shipped. Whether it is to ship to an alternative address or even opting to allow the courier to deliver to a neighbour or safe-space.
Choosing to use these services puts your delivery at greater risk and can allow couriers to deliver the parcel in locations that you may feel are un-safe but meet their terms and conditions.
We highly recommend against using these services. We always try our very best to resolve delivery issues but cannot accept liability for parcels that go missing as a result of using these services.
- What if my order is not delivered correctly?
If you have received notification that your parcel has been delivered, but you have been unable to locate it or otherwise dispute the successful delivery, we need satisfactory confirmation that you have checked the following:
- Confirmed the Delivery Address provided by you was correct.
- Looked for a missed delivery courier card (if applicable).
- Checked with all members of your household and neighbours.
- Searched the safe spaces around your property.
When you have confirmed the above in writing, we will then proceed to contact the courier and get them to open a formal investigation.
Once investigations are complete we will then offer either a replacement or refund in accordance with this policy.
- Do you deliver products outside the United Kingdom?
Yes, our worldwide shipping currently delivers to over 200 countries, although some large bulky items cannot be delivered to certain areas. If an item is paid for and we later find out that it cannot be delivered to that destination, a full refund will be issued.
REFUND & RETURNS POLICY
This section tells you about our Refund & Returns Policies.
Please ensure to read them and make sure you are satisfied before making your purchase.
- Order Cancellations
If you are contracting as a consumer, you may cancel a contract at any time within 30 days, beginning on the day after you received the products. Provided you comply with this clause and this policy, and take reasonable care of the products, you will receive a full refund of the price paid for the products in accordance with our returns policy.
To cancel a purchase you must contact us as soon as possible via EBay or via telephone.
If the products have been processed for delivery or have been delivered at the time you notify us of your wish to cancel the purchase, then the products must be returned to us at your own cost and risk. You may return items via EBay returns but this service is chargeable and will be taken out of your refund.
You have a legal obligation to take reasonable care of the products while they are in your possession. Products must be returned in their original packaging, with original labels and in a re-sellable condition. If you fail to comply with this obligation, we may have a right of action against you for compensation.
- Return address
For all returns, please send them to the address below. Please include a note containing your order information and an explanation for the reason for the return.
Failure to include this information would likely delay our ability to process the return.
RETURN ADDRESS:
FAO RETURNS
A.C
80 Station Road
Llanelli
Carmarthenshire
SA15 1AN
RETURNS POLICY
- Cancellations
If you have cancelled the contract in accordance with the Order Cancellations policy above and the products have been processed for delivery or have been delivered to you then we will request that you return the goods to us by sending them via a standard courier service, via EBay returns or alternatively we may arrange for the products to be collected from you. Following the return of the products from you, we will check that you have taken reasonable care of the products. Subject to our being satisfied that you have taken reasonable care of the products, we will process the refund to you as soon as possible, and, in any case, within 30 days following the day on which you have given notice of your cancellation of the contract. In these circumstances, we will refund the price of products in full, including the cost of sending the item to you.
Unfortunately we cannot stop an order once it s been dispatched. If you change your mind about your order after this point you can return the products to us in accordance with this returns policy.
If you have cancelled the contract in accordance with Order Cancellations policy above and the products have not been processed for delivery, then we will process the refund due to you as soon as possible and, in any case, within 30 days follows the day on which you gave us notice of cancellation of the contract.
- Delivery Disputes (Damages)
If you dispute the condition of your delivery (for example, if you think the products are defective or they do not match their description), we will request photographic media to be sent that clearly indicate the issue.
- Delivery Disputes (Lost parcels)
If you dispute the arrival of your delivery (for example, the parcel shows delivered, but you have not received it). We will require you to provide written confirmation that you have checked with all household family members, with your neighbours and checked all the safe-spaces around your property.
After we have received the photographic media (for Damages), we may open an investigation with the courier and/or the manufacturer.
- Return of damaged/faulty items
In the event that item(s) have arrived damaged, faulty or otherwise defective, we will provide a means for you to return the item(s) free of charge. The method of return may differ, depending on the size and weight of the items.
In the event that you experience difficulty returning the item(s) via the provided method, we require you to contact us immediately so that we can provide you an alternative return method.
We only offer free returns via our own pre-approved return methods, we are unable to refund your return postage costs if you choose to return items via more expensive services.
- Abuse of EBay free returns
In the event that a customer has returned items via EBay Returns and falsely claimed an item is Not as described or Damaged or defective , whether accidentally or purposefully, to avoid paying return shipping costs, we may seek compensation against you to cover any return shipping fees incurred by us. Additionally, such abuse will be reported to EBay.
- Investigations
We are unable to offer repair, replacement or refunds until Image/Video verification and a formal declaration has been provided (if requested) and until Courier/Manufacturer investigations are completed. Please note courier investigations can take some time, cases can take 30 days or more during busy periods. However, we will always try to insure these are completed as swiftly as possible.
When the investigation is complete we will first try to repair or replace the damaged item, where this is not possible we may wish to collect the products from you and examine them. We will notify you of our decision regarding a refund within a reasonable period of time. We will usually process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund.
- Refunding Returns
Products returned to us because of a defect will be refunded in full, including a refund of the delivery charges for sending products to you (with the original order). In all cases, please ensure that the despatch note is returned with the products as proof of purchase. We recommend that you take a copy for your own records.
If items are returned because they are no longer wanted or suitable, were not damaged, defective or described inaccurately, and were correct at the time of sending, we will process the refund to you as soon as possible providing you have taken reasonable care of the products. Note: return delivery costs will not normally be refunded.
We will always refund you using the same method you used to pay for the products. Processing time may vary depending on your payment method.
- International Shipping, Charges & Customs Refusal
Any customs duties, import taxes, brokerage fees or other charges imposed by the destination country are the responsibility of the customer and are not included in the purchase price or shipping charges.
If a parcel is refused by the customer, or rejected or refused by customs due to unpaid duties, taxes or other import charges, the customer will remain responsible for the original shipping costs and any return shipping charges or other fees incurred by us as a result.
Shipping charges paid at the time of purchase are non-refundable for parcels that are refused or rejected by customs. Where applicable, we may deduct a reasonable restocking or handling fee of up to £30 to cover the costs associated with processing the returned parcel.
In the unlikely event that a parcel is abandoned, confiscated or destroyed by customs or the shipping carrier as a direct result of the customer s refusal to accept delivery or pay applicable customs duties, taxes or import charges, no refund will be issued, as the goods cannot be recovered or returned to us.
- Our Liability
In the event of a fault in our products (including a defect or a product not matching its description) notified to us within a reasonable time after delivery we will (subject to confirmation of the fault and provided that the products have been treated by you in accordance with the manufacturers’ guidelines and care instructions), exchange the products or refund you in full (including any delivery and collection charges) but we shall not have any other liability towards you.
