Shopping terms and conditions including cancellation and returns policy
Cancelling your order, changing your mind or if you no longer want an item
You have the right to cancel your order any time up to 14 days from the day after you received it. The 14 day include Saturdays, Sundays and bank holidays.
You must notify us that you wish to cancel your order before the 14 days have passed.
Cancelling before your order is despatched
If you contact us promptly we may be able to cancel your order before it is despatched from our warehouse. This saves you having to accept the delivery and return it to us. If you placed your order within the last 24 hours and wish to cancel then email firstname.lastname@example.org (marked urgent) or call 07506 405337.
Cancelling after your order is despatched
Once your order has been despatched you will need to wait for delivery and then follow the steps in the below section, How to return item(s).
Once we have approved your cancellation/return and given you a returns number we must receive your returned item(s) within 14 working days.
All items returned must be unused and in their original condition and any packaging or seals must be unopened.
Unfortunately we are unable to cover the postage costs for cancellations and unwanted items.
Returning item(s) that are damaged, faulty, not what you ordered, or incorrectly advertised
If there is a problem with all or part of your order you can return items within 30 days. This means that we must receive your returned item(s) within 30 days from the date you received them.
Follow the steps in How to return item(s).
We will usually arrange for your item(s) to be collected at no charge to you. Occasionally, it may be more cost effective or convenient for you to post your return back to us through Royal Mail. If we ask you to do this, we will refund the full cost of postage to you.
How to return item(s)
You must notify us and return your item(s) within the appropriate time limits (these are detailed above). The time limit depends on the reason for your return so please check carefully in the appropriate section above. Once you have checked, follow these steps.
Notify us that you need to make a return. Please email email@example.com, including:
- your order number
- the name/title of the item(s) you want to return
- the reason for the return
- whether you require a replacement item
- a daytime contact phone number in case we need to get in touch.
We will reply to your email within three working days and give you a returns number and further instructions. You must not return anything without a valid returns number or we will not be able to process it.
- We will confirm if we can collect your return or whether you need to post it back to us. If applicable, we will give you the address to return the item(s) to.
Once we have received your return
We will process your return and issue you a refund or replacement as soon as we can, but it may take up to 14 working days from when we receive it.
Unless you have asked for a replacement item, a refund will be issued. If you paid by credit or debit card then we will refund you using the same method.
If we are unable to refund your money using the method you paid with, refund will be by cheque.
If you bought an item on special offer or using a discount code we will only refund you the price you paid.
If you are returning an item which came as part of a bundle or package then you must return all the items unless we have explicitly agreed otherwise.
You will receive a delivery note with your order, which lists the items you should have received. If an item is missing you should notify us within 30 days of receiving the order, but please try and let us know as soon as possible.
In the event of missing items, we will do one of the following: send you the missing item(s); issue a refund for the missing item(s); issue a credit note for the missing item(s).
Conditions of sale for third party products
We make no representations or warranties about the accuracy, completeness or suitablilty for any purpose of the information contained in the documents and related graphics published in this site; or any of the products of whatever nature, details of which appear on this site.
All such documents and related graphics are provided, and as such products (where ordered) are accepted by customers, "as is" and without warranty of any kind.
All orders are subject to our current delivery costs.
Delivery charges are inclusive of VAT where applicable.
Delivery cost is calculated according to the destination of your order and the total value of your order.
The delivery charge for your order will be calculated at the checkout and can also be viewed in the Customer Help section of the FPA website.
Please note: we can’t deliver to PO Box addresses and must have a valid postcode for UK addresses.
We can deliver to addresses outside of the UK including BFPO addresses.
Your items should arrive with you within five working days of you placing your order, if the item is in stock.
Please note: working days exclude weekends and all Bank Holidays.