|Delivery and Returns
|Contact Us - firstname.lastname@example.org
Our standard delivery charge is $9.95 per order unless the item you have ordered says free delivery (US mainland and Canadian customers only).
If you are not in when they try to deliver, they will either leave your goods in a safe place, or usually leave a card letting you know there has been an unsuccessful delivery attempt, giving you a number to call to rearrange delivery or an address from which you can collect the parcel.
If there is a safe place where the items can be left (eg 'round the back' or 'in the garage') , please let us know at the time of ordering.
You'll be given a chance in the checkout procedure to leave instructions that we will pass on to the courier, although please note that we cannot guarantee they will always adhere to them.
- Where do you deliver to?
We can usually deliver to all areas of mainland US and Canada for our standard delivery charge of $9.95.
Please request a price for delivery to the outlying territories, islands or overseas.
On rare occasions customs will stop small packages. Should this happen we are not liable to pay customs charges.
Unfortunately the courier we use are unable to delivery to armed forces and PO Box addresses
- How quickly do you deliver?
Current delivery is between 1 - 3 days.
Whilst our delivery time is approx 1-3 days sometimes circumstances beyond our control will make it impossible for our couriers to deliver within that timeframe. So we can never 100% guarantee delivery. However, late delivery does not of itself entitle you to cancel your order.
Where do you ship from?
We ship from various locations within the US and UK.
What if I order more than one item?
We will send all items for one delivery cost.
If one item is described as out of stock and you are unable or unwilling to wait until the item comes into stock, please make 2 separate orders if you require in-stock items delivered immediately.
- Can I ask for delivery on a specific day or specific time?
Unfortunately we are unable to specify a day for delivery. For this reason, we'd rather you didn't take a day off work to wait in for the couriers: a better alternative is to have the order sent to a work address.
What if I refuse to accept the delivery from the courier?
If you refuse to accept an order from our couriers, you may be responsible for any additional courier costs, including the cost of returning the items to us. If you are refusing the order simply because you have changed your mind, you will be responsible for the costs of returning the goods unless you have a cancellation number (see below). If you are refusing the goods because you believe they are damaged, we will check the goods are damaged when they are returned to us. If they aren't damaged, we may have to charge you the cost of returning the goods to us. If you refuse the goods because the courier company is not able to carry the goods to a particular part of your property, please remember that we are unable to guarantee that the couriers will deliver to any point other than your front door or kerbside, depending on the item.
What if I need to cancel my order before it's been dispatched?
You can cancel your order in writing at any time up to the end of 14 working days after the goods arrive. If your order has already been dispatched, or we are not able to prevent the dispatch of goods, you can always return them under our 60 day returns policy (see below). If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent enquiry. That number is your proof that you have cancelled the order in time to prevent it being despatched. If you don't have a cancellation number and you refuse to accept an order from our courier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make.
Returns - peace of mind guaranteed
We want you to be delighted with your purchases.
We fully comply with the Distance Selling Regulations, which give consumers buying by mail-order the right to examine and test items at home as they would in a shop. So, if you're not happy with anything you've bought you have 60 days to return it to us, simply let us know in writing, after having received a returns number, send the item back to us. We'll give you a complete refund including any standard cost of delivering the items to you.
How do I notify you?
In writing within 7 working days. Email to email@example.com is fine, and the 60 days start on the day after your order arrives. We will give you a returns number which will help you confirm that we have been notified correctly. Please put the returns number in your covering letter - this will speed up the returns process.
Please return to the following address -
FAO: Primrose London
150 Stewart Parkway
If you do think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If the original packaging is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to open the packaging to inspect the goods, but please don't dispose of the packaging until you're sure you want to keep it.
It is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.
- Very occasionally, and despite the considerable experience of our dispatch team and couriers, items can become damaged in transit.
Before you sign for the goods, please inspect them to ensure that they have arrived undamaged.
We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before before they came into your possession. If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.
Damages correctly notified will be replaced free of charge. However if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense (see 'Returns' above).
Faults and warranties
All our products have at least a one year manufacturer's warranty (except in certain circumstances for heating elements). Faults are very rare, but if you consider an item to be faulty please call us immediately. We may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us how the item should be returned. Faulty items will be repaired or replaced.