Delivery and Returns

DELIVERY

Once an order is placed and payment is confirmed, it will be usually be dispatched within 2 working days and delivered within 3-4 working days from dispatch using Royal Mail 48 hour as our preferred method of delivery. (Deliveries outside of the UK can take between 3 – 10 working days. Working days are Monday-Friday excluding Bank Holidays).

Standard UK ONLY delivery price FREE on all orders over £20.
Please see Europe (including Ireland) and International shipping costs once an address is added .

PLEASE NOTE EU CUSTOMERS: Due to the changes in VAT collection in EU as of 1st July we have had to suspend all EU shipping until we can find an easy solution. We hope to be able to resume this services soon.

INTERNATIONAL NON EU – may be subject to excess customs and duty fees in the country of delivery. Please check as you are liable for the charges and FWPBYRAE is not responsible for covering these charges.

If you wish to cancel or amend an order, please do so quickly in order to stop your order being dispatched. See ‘Rights to Cancel’ below.

You will always receive an automatic email confirming your order. Please type your email address carefully, and check your SPAM/JUNK folder, and if there is nothing within an hour of ordering, please email orders@fwpby.com to confirm the order has been received.

RETURNS – Please read carefully

We want you to be happy with your purchase so *we offer a 14 days returns/exchange policy* for items that are unworn, and in perfect condition. Please be careful with makeup when trying on items as we have the right to refuse a return if soiled with makeup.

Anything returned for a refund after 14 days but before 30 days will be issued with a credit note.

We are a very small business operating in small batches, which is why we offer 14 days rather than 30 days for refunds and would appreciate it if you could please honour this. We have the right to refuse a refund or exchange after this time period.

RETURN ADDRESS (POSTING UP TO AND INCLUDING TUESDAY 13TH JULY)

93 Reigate Road
Redhill, Surrey
RH1 6BA

IF RETURNING AN ITEM AFTER THIS DATE PLEASE DO NOT POST ANYTHING ON WEDNESDAY 14TH JULY AS OUR ADDRESS IS CHANGING.

NEW ADDRESS TO USE FROM THURSDAY 15TH JULY

36 SHREWSBURY ROAD
Redhill, Surrey
RH1 6BH

Please add a note that clearly states your name, order number and the problem with the item. If you need an exchange (UK customers only) please add the size you would like to exchange for, we will get this out to you as quickly as possible (size permitting).

If you want to exchange to an item at a different price, please purchase the new item separately and request a refund on the returned item.

Once we receive your returned item, you will either be refunded or have your new item sent out within 2-3 working days. Please note that refunds will go back to the card you paid with and can take up to 10 working days to show on your account.

We have the right to refuse a refund if the returned item looks used or has been damaged due to lack of care, this includes anything that has been shrunk in the wash.

POSTING YOUR RETURN

Please make sure you write clearly on your delivery note if you want a size exchange. If the item is available we will send out a different size upon receipt of your return. It is faster however to re purchase the correct size and ask for a refund on the returned item.

Unfortunately we cannot cover the cost of returns as we are a very small independent business but we will cover the cost of posting out an exchange. Please return your items(s) in the same packaging you received them if you can.

For the UK, please use the post office 2nd Class service and get a receipt to prove postage as any items not received due to loss cannot be refunded without proof of postage. DO NOT USE SIGNED FOR SERVICE. If an item is being returned due to a fault, we will refund you the cost of postage to us – up to a maximum of £2.90.

For returning from anywhere outside of the UK, please make sure that you include “RETURNS DEPARTMENT” in the address and declare the goods as returns to the postal company. Doing this will make sure that your return isn’t delayed at UK customs. WE CANNOT OFFER EXCHANGES for customers outside of the UK but we will refund you the cost of the item.

Your Legal Cancellation Rights Rights to Cancel

You have the right to cancel this contract within 28 days without giving any reason.
The cancellation period will expire after 28 days from the day “on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods”.
To exercise the right to cancel you must inform us, FWP By Rae, 93 Reigate Road, Redhill, Surrey RH1 6BA, orders@fwpby.com, of your decision to cancel this contract by a clear statement (e.g. email). You may use the following model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
a) 14 days after the day you provide evidence that you have returned the goods, or
b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
c)If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction; you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to FWP By Rae, 93 Reigate Road, Redhill, Surrey, RH1 6BA, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.