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Shipping and returns

Shipping and returns

DELIVERY RATES & POLICIES

Products are despatched directly from each designer and consequently may be sent separately even if ordered together.

Small items are sent via Royal Mail Special Delivery.

UPS is our primary international delivery partner but as we ship from designers globally to all international destinations, and our products can be of varying size and weight, designers may choose to use their preferred logistics partners to get the best value for you.

Deliveries will made between 9am-5pm Monday to Friday and will need to be signed for.

SHIPPED FROM

Items will be shipped from different designers and different locations. You can find information on where the items will be shipped from on each product page.

Shipping and packaging Price range

UPS	0-30 kg	30-50 kg	50-70 kg
UK	£8.50	£20	£25
Europe	£28 - £35	£41 - £50	£55 - £65

Royal Mail	0-100 g	100-500 g
UK	£6	£6.50

You can calculate specific delivery costs for your item once it is in your Shopping Basket and before you Checkout.

Please contact us if you have any other questions.

DUTIES AND TAXES

Customers in the EU

For customers in the EU, prices for each items are shown as Delivery Duty Unpaid (DDU). This means that when shopping from designers outside of the EU, import duties are excluded from the price you see online and you may have to pay import duties to receive your items. If you are shopping from designers within the EU, you will have to pay EU VAT and this is included within the prices you see online.

Please contact us if you have any other questions.

DELIVERY TIMES

Our delivery times are based on the number of working days (Monday to Friday) you should expect to receive your delivery by. Delivery times may vary for each item even if they are ordered at the same time.

UK 2-3 days*

Europe – delivery within 5-7 days*

*Shipping times are to be used as a guide only and are based on time from despatch. FAO cannot take responsibility for any delays to orders due to customs clearance or payment transaction delays. You should always check the Lead Time as shown on the Product Details page.

LEAD TIME

Lead-time shows the availability status of products:

• In stock – product can be despatched immediately on order confirmation

• Not in stock – Lead time will show time to fulfil order

• Made to order / bespoke items – Lead time will show how long to make each item from order confirmation

RETURNS

If you wish to cancel your order you must do so in writing by email at customerservice@fao-shop.com within 7 days of delivery.

Please note that it is the customer's responsibility to ensure safe return of the item and unless the item is faulty or incorrect then this is at the customer's own expense.

For the return of high-value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items.

Should you receive any items that you did not order, or that prove to be faulty, please contact us via customerservice@fao-shop.com giving us details of your order and we will arrange pick up at no cost to you.

REFUNDS

All accurately returned products will be credited to the original purchaser’s credit or debit card excluding delivery costs.

Unless not as described, we cannot refund or exchange made-to-order products. Please only order if you are sure that the item and finish is right for your needs as you will not be able to change the order after the item has been entered into production or because it is different to what you expected following delivery unless we have not supplied the correct item or specification as per the order confirmation.