01.
SHIPPING
General Information
We ship throughout the UK with a flat rate of £6. Free standard shipping is automatically applied on all orders over £150. We ship to Europe with a flat rate of £15, and to the rest of the world with a flat rate of £25.
Once your parcel has been dispatched, you will receive a confirmation email with a tracking number. All orders are shipped from our base in the North East of England, and shipping rates are calculated at checkout.
Please note, duties & taxes are collected at checkout for European customers, with orders shipped DDP. For international customers outside of Europe, additional duties and taxes incurred at customs are not included in our shipping cost and are the responsibility of the customer.
Processing & Shipping Times
Please allow up to 3 business days for order processing. The expected delivery time frame within the UK is 2-5 business days once dispatched.
European shipments typically arrive within 5-10 business days. Customers will pre-pay duties & taxes at checkout, and their order will be shipped DDP.
International customers outside of Europe may incur additional taxes, duties, and brokerage fees upon arrival. The customer's total purchase price does not include additional taxes, duties, and fees associated with customs clearing. Unfortunately, we cannot be held responsible for any unforeseen delays and additional fees applied to international shipments. If you don't see your country during checkout, please contact info@fulwell.co.uk
Changes & Cancellations
If you would like to make any modifications to your order, please contact info@fulwell.co.uk with your order number within 24 hours. We will do our best to accommodate your request. We cannot make any changes or cancellations to your order once a shipping confirmation has been issued.
Discounts and promotions cannot be applied toward previous orders and we are unable to make manual changes with discount codes.
Lost or Damaged Shipments
It is the customer's responsibility to ensure that a safe and secure delivery address is provided and that all shipping information is entered accurately. We are unable to refund or replace orders due to incorrect shipping addresses, or lost or stolen packages. We will not be held liable for lost packages once proof of delivery has been received; however, please contact us right away and we will do whatever we can to help you locate your package.
If your order arrives in damaged condition, please contact us at info@fulwell.co.uk with your order number and photos of the damage within 48 hours of receiving for further assistance.
02.
RETURNS
RETURNS FROM UK & EUROPE
Returns must be initiated within 14 days of delivery. To start a return please send an email to info@fulwell.co.uk with the following information:
Your name and address (or order number)
Specify the item for return/exchange and provide a reason (wrong size, not as pictured, etc.). The product(s) must be brand new with original tags, labels, and packaging. If an item is defective, include a description and photos of the defect.
Please kindly allow our Customer Support team up to 48 hours to respond.
Once you have received your return label, please ship the order back to us within 3 working days for your return to be authorised.
Once we receive your returned item(s), we will process a refund onto your original method of payment. You will receive an email confirming when the refund is issued. This process can take up to 3-5 business days to be reflected on your credit card or bank statement.
NOTE: By using our return label in the UK, a return shipping fee of £6 will be deducted from item(s) returned when we issue your refund.
RETURNS FROM REST OF WORLD
Returns must be initiated within 14 days of delivery. To start a return please send an email to info@fulwell.co.uk with the following information:
Your name and address (or order number)
Specify the item for return/exchange and provide a reason (wrong size, not as pictured, etc.). The product(s) must be brand new with original tags, labels, and packaging. If an item is defective, include a description and photos of the defect.
Please kindly allow our Customer Support team up to 48 hours to respond.
Once approved, please safely pack your items and ship at your expense to the address provided by our Customer Support team. You are responsible for all return shipping costs.
Once we receive your returned item(s), we will process a refund onto your original method of payment. You will receive an email confirming when the refund is issued. This process can take up to 3-5 business days to be reflected on your credit card or bank statement.
03.
EXCHANGES
If you find that you need to exchange the item(s) you ordered for a different size, we offer free exchanges on any order amount within the UK, and will waive the £6 return shipping fee. We are unable to offer free exchanges outside of the UK.
04.
QUALITY GUARANTEE
Please write to info@fulwell.co.uk with photos of your damaged/defective item and your order number to the Customer Service Team for assessment within 12 months from the date of purchase.
Faulty items can either be replaced or refunded based on the evaluation of the Customer Service Team. Faulty goods are classified as items that are received in damaged condition or develop a manufacturing defect. Items damaged through general wear and tear are not classified as faulty.
Please note that limitations apply based on, but not limited to, product availability, payment source, and region of purchase.