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  Home > My Account > Shipping & Returns

 

  1. How long does delivery take?

  2. My order has not arrived

  3. My order arrived damaged or not as described

  4. What is your Delivery Policy?

  5. What is your Return Policy?

  6. What payment methods do you accept?

  7. Can I collect?

  8. Do you ship internationally?

  9. Is there a manufacturers guarantee?

 

(Q1) How long does delivery take?

(A)

- We aim to dispatch all orders within 24 hours, but we are unable to guarantee delivery times.

 

- We'll then dispatch your order the same working day if we have received your order before 2pm.

 

- Royal Mail 2nd class takes upto 3 working days after posting and 1st class usually takes 1 to 2 working day.

 

Delivery

Lead Time

Cut-off Time

Royal Mail 2nd Class Recorded (2 to 3 Working Days)

2 to 4 Working Days

2pm

 

 

(Q2) My order has not arrived

(A) Please login to check the tracking number on the orders page. UK Mail deliveries should be received within a couple days.

 

If the order does not arrive Royal Mail does not declare an item lost until at least 15 working days (25 days for international sales) from the date of dispatch. No refund or replacement will be sent until this time. Please check your local sorting office in case it has been taken there.

Royal Mail only attempts to deliver the parcel once. If you have missed a delivery when the postman attempts to deliver, the 'While you were out' card will be left. You will have to go to your local sorting office to collect the parcel. Royal Mail will return the parcel to us if you fail to collect it within 7 days.

If the order is returned to us and Royal Mail give the reason "Not called for" or any other similar reason, you will be required to pay a second postage before we resend it. If the payment is not received for resending your parcel we reserve the right to refund you the sale price of the item. If you did not receive the 'While you were out' card you will have to make a complaint to Royal Mail as it is their responsibility and not ours.
 

 

(Q3) My order arrived damaged or not as described

(A) If the order you have received is damaged or not as described please contact us immediately to discuss a replacement or refund. You must notify us within 48 hours after delivery. A full refund will be issued if the replacement is out of stock or unavailable.

 

 

(Q4) What is your Delivery Policy?

(A)

- Our aim is to dispatch all orders within 24 hours of cleared payment. We always obtain a certificate of posting.

 

- Your order will be shipped via UK Mail. All orders are securely packed with either jiffy bags or postal boxes.

 

- There is an extra surcharge for UK Mail deliveries to Northern Ireland, Isle of Man, Isle of Wight, Jersey and the Scottish Highlands & Islands. Please contact us for the correct postage.

 

- Import duty may apply, depending on the value of the purchase, when delivering outside the EU.

 

 

(Q5) What is your Return Policy?

(A)

- Under the Distance Selling Regulations 2000, customers' have the right to cancel the purchase within 14 working days (the cooling off period) after receiving the order.

 

- The full price will be refunded including the postage costs (postage will not be refunded if the mistake is on the customers' side).

 

- Under the Distance Selling Regulations act, online retailers are only obliged to issue the return postage if the consumer received an incorrect/damaged/defective item or the item does not match its description. If the error is on the customers' side then they must pay the return postage.

 

- We advise you to return items by recorded delivery as we will not be held responsible for returns that are damaged or go missing in the post.

- All items sent back to FK Stores must have a RMA/Returns number. Items must be received within 14 days of invoice date. Please send your Order Number and describe the details of the problem. We will email you a RMA/Returns number and shipping instructions.

 

- Please write the RMA number clearly on the outside of the outer box.

 

- Do not return any items without the RMA/Returns number.

 

- Returns are subject to a 10% handling charge. With the exception of faulty and not as described items.

 

 

(Q6) What payment methods do you accept?

(A)

- We accept payment by Credit & Debit Cards, PayPal, Cheques, Post Orders, Bank Transfer and Nochex.

 

- Please make cheques payable to FK Stores Ltd. International buyers please pay using PayPal or IBAN. Allow 4 working days for cheques to clear.

 

- Bank transfers using Lloyds TSB usually arrives within 1 working day. Other banks could take 3 or 4 working days to clear.

 

 

(Q7) Can I collect?

(A) Cash on delivery is not accepted
 

 

(Q8) Do you ship internationally?

(A) No

 

 

(Q9) Is there a manufacturers guarantee?

(A) No, we're afraid there's no manufacturers guarantee. It's more of a returns policy rather than a guarantee so the order must be returned within 14 days.

 

 

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