Delivery & Returns
DELIVERY INFORMATION
We use the following delivery companies; Royal Mail Tracked, APC and UPS.
Orders are dispatched Monday – Friday. We require a 1 day processing time so your order may not ship on the same day it was placed. Orders placed after 11am on a Friday or over the weekend will be dispatched the following Monday. In the instance of a Bank Holiday, orders will be shipped on the next working day.
The cut off for Express delivery orders is 1pm on Monday-Thursday and 11am on Friday. If your order is placed after this time then it will not be shipped until the following day/week.
Deliveries to EU countries will be sent via Royal Mail or UPS and have an estimated delivery time of between 10-30 days, however, delivery may sometimes take longer due to new customs regulations since Brexit.
Please note that, due to Brexit, some orders may incur the cost of duties and taxes. Please contact us directly if you have any questions.
If you believe your items should have arrived by now then please see information below about delayed/lost items.
Delivery costs:
UK Standard - £2.95
UK Express - £5.95
UK - orders over £100 - FREE
Europe - £10.95
International Delivery
If you are located outside of the EU then please contact us for a shipping quote by emailing retail@fionawalkerengland.com
Items delayed or lost in transit
If for any reason you believe that your package has been delayed or lost in transit then please contact us so that we can get in touch with the delivery company.
If the package can not be traced then we will send out replacements if they are in stock, if out of stock then a refund will be issued.
For UK deliveries 7 working days must have passed before we can issue a return or send out replacements so please bear this in mind before contacting us.
Most orders will arrive within the stated time but delivery times may occasionally take longer especially at peak times such as Christmas and allowance should be made for this. We cannot be held responsible for delays caused by our couriers but will assist where possible.
Returns
We hope that you are happy with your purchase from us but if you need to return any items to us for any reason then please let us know as soon as possible by emailing retail@fionawalkerengland.com.
Please make sure to read our returns policy below. We must be notified of a return within 30 days of receipt.
You are responsible for any returned goods until they reach our warehouse. We, therefore, strongly advise that a proof of postage certificate should be obtained from the post office (free of charge) when returning any part of you order.
Please return unwanted or faulty items to:
Returns @ Fiona Walker England,
Southerns Studio,
Cherry Garden Lane,
Maidenhead,
Berkshire,
SL6 3QG
Refunds
Refunds will be processed within 14 days of the goods being returned to us.
Refunds can only be made back onto the original payment card/method.
Unless the product is faulty (see below), all goods returned for other reasons will be at the buyer’s expense.
Faulty items
If you have received your item and believe it to be faulty then please email us on retail@fionawalkerengland.com to arrange a refund or replacement.
We will cover the cost of returning items we agree were delivered damaged or are defective. Return postage costs over £10 must be agreed to by ourselves prior to returning to us.
If after 90 days, a fault occurs with the item, then we will endeavour to provide a replacement item, refund the item or to mend the item. Returns postage for faulty items after 90 days must be paid by the customer.
If we deem the item to have no fault or that this fault has occurred since leaving our warehouse then we will refund the items cost but not the delivery costs.
If we do not have the stock available to offer a replacement then an automatic refund will be made.
Returns Policy
We will refund or replace any items that you are not completely satisfied with, within 30 days of receipt. Please inspect your purchases immediately upon receiving them and contact us via email on retail@fionawalkerengland.com
In the event of damage caused by shipping, the delivery company may require an inspection, please retain all packing materials for this purpose.
We will not replace or refund goods where we believe any damage has occurred after delivery or if any defect appears to have been caused by misuse, improper handling or incorrect assembly.
Returned merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, unopened, in perfect condition and remain in a re-saleable condition. We regret that we cannot accept returns for goods that are not in perfect condition. We cannot accept the return of items which have been dismantled, used or soiled. Please make sure that your return is well packed (use the packaging the products were sent in if possible). We will not be liable for the cost of shipping/handling returned goods, except where the goods are faulty. Shipping charges are not refundable except where the goods are faulty.
Your statutory rights are not affected.