Delivery & Returns
Updated 09/4/21 - Thank you so much for your support! There is the possibility of delays to all orders due to restrictions and distancing so we really appreciate your understanding. International orders will be most effected.
If you have any questions we are available via email firstname.lastname@example.org
We have introduced a collection option from our Bath store. We will contact you to confirm available times for Click and Collect orders. If you would prefer to collect your order for customer security please bring with you a valid photographic ID, the credit card used for payment and the order no. and email confirmation with you.
We use Royal Mail to deliver your order within the UK. Our pricing within the UK will vary according to the value and/or weight of your order.
Shipping options are either £2.95 or £5.00 as a flat rate, depending on the size, weight or value and how your items are shipped :)
Please note that if you return any items for a refund that used the Free shipping option our shipping cost will be deducted from the amount refunded, this will be either of the prices below.
We aim to send your item within 48 hours and we will send you a tracking number. Sometimes we are closed during the week so if your order is urgent do please contact us at email@example.com or call the store 01225 422001.
Due to the current situation we are unable to guarantee immediate shipping. All are orders are kept safe and will be shipped.
We use Royal Mail who in turn will pass on your order to your national postal service such as USPS in the United States. You will receive a tracking number.
Standard Shipping £15.95 between £25.95 depending on the value and/or weight of the order.
Please be aware that if we have shipped to an address outside the EU you will be responsible for all duty and taxes and that international orders may incur customs delays. Please email us if you think a VAT refund will apply to your order. If you would like to return an item you must complete a CN22 declaration - a simple sticker that tells customs that you are returning an item.
We are able to ship to countries in the EU, please contact us for more information at firstname.lastname@example.org. Unfortunately as of 1/1/21 customers will be charged tax and duties by the import country.
If you wish to return your item and receive a full refund (this does not include original delivery costs) you should email email@example.com within 14 days of receiving your order. Any returned items will then need to be returned and reach us within 14 days of you advising us via email that you would like to make a return.
Please ensure that your return is marked ‘FAO RETURNS’ on the packaging. Please note that postage costs incurred for a return or an exchange are payable by you. Once this is received the new item will be posted immediately but will be subject to postage.
We recommend that you use a tracked service when returning items and that you retain proof of postage, as we cannot take responsibility for items damaged or lost in the return transit.
If you return the product later than the 14 days from the date you advised us that you will be returning your item, you will be issued with a credit note not a refund.
The credit note will be of equal value to that returned and is valid for six months. Credit notes are valid in store and online, please contact firstname.lastname@example.org before using your credit note online.
If you are unhappy with our products in any way, they can be returned or exchanged provided that they are in unused condition and have all tags in place. Please make sure your items are returned new, unused and with all designer garment tags still attached. We will only accept returns provided that the goods are returned by you and received by us in the condition they were in when delivered to you. If accepted we will refund your purchase between 5-10 days.
Returned items that have been subject to a free shipping offer and are being returned for a monetary refund not exchanged goods or a credit note will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs. Please advise us if you would like to exchange your item so that we can quote the redelivery cost for you.
We will not accept returns for any non-faulty items that have been worn and/or tags removed. All shoes should be tried on a carpeted surface before wear. Please be aware that shoes must be returned with their original packaging, shoes returned without their original boxes cannot be accepted.
Please note we do not accept returns on soaps, lotions and other cosmetic products. Any returned swimwear must have the hygiene sticker still intact. For customer hygiene we will not accept any items without this. We appreciate your understanding.
Returns that do not meet our policy will not be accepted and will be sent back to the customer.
We take every measure to make sure that your purchase is without fault before sending it out to you. We ask that you contact us as soon as you receive your order if any item is considered faulty, by sending an email to us at email@example.com.
If you would like a replacement, please advise us when emailing us about the fault. If we are unable to fulfil your request for a replacement we will be happy to refund you or your Paypal account according to your method of payment. We will refund the value of the item at the time of purchase and the shipping costs incurred. We ask that you use a similar service to that which was used to send your item. For international returns please contact us prior to shipping using the email firstname.lastname@example.org.
All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. Please be aware that faulty goods must be returned to FOUND within 14 days of being received by you. Please note that refunds via Paypal can take up to 30 days and are subject to Paypal refund regulations.
Any returns and exchanges received outside the aforementioned time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes are not refunded for shipments outside the European Community (EC). Please return the necessary customs form (your local post office will be able to provide this) and advise that the item being returned is faulty.
We recommend that you insure your return as you are under a duty to return all items in good condition and also retain your proof of postage. We will only accept returns provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. If an item has been worn and/or the tags removed we will not accept that return as a non-faulty item.
Customers have a right to cancel any order for a product within seven working days commencing on the day after the date on which you receive it, and receive a full refund even if it is not defective.