Delivery & Returns Policy
As a British based business serving of thousands of happy customers, it's important to us that you are happy with your order.
Delivery & Despatch
We offer Pallet Delivery Services, Direct Despatch using D2C carriers as well as an option for Collection direct from our Warehouses. Please discuss this with your contact at time of registering with us. If you are a new Trade customer, someone will be in touch to progress your application.
Receiving your order
- Check all boxes externally before signing for a delivery. If there are any signs of damage to the external packaging (rips/marks), please sign the delivery as "DAMAGED"
- If the item is clearly badly damaged within the packaging (can hear broken mirror / pieces are sticking out), please REFUSE the delivery of that box and DO NOT SIGN for it. Please contact us as soon as possible so we can arrange a replacement.
A signature is required for all items. Any arrangements made directly with the courier or instructions left for the item to be delivered without a signature will still be DEEMED TO HAVE BEEN DELIVERED as though a signature was received.
Accidental order / Change of Mind & Refunds
If you've ordered an item by mistake or decide you no longer want it, please contact us within 30 days to arrange a refund. Your order must be returned unopened, in its original packaging and in resalable condition. It is the buyer's responsibility to arrange and pay for returns.
Missing parts & Damages
FWS Direct cannot accept returns for part-assembled items
Buyers must check all parts before attempting assembly.
Flat packed items include all parts, fixtures and fittings and full assembly instructions.
While we do everything we can to ensure your order arrives in perfect condition, unfortunately damages can occasionally occur during transit.
If you have any missing or damaged parts, please contact us as soon as possible (within 7 working days) to arrange replacement part(s).
Reporting Issues
On the rare occasion that there is an issue with your order, Please contact us as soon as possible so the team can resolve the issue as quickly as possible. Please include:
Cancellations
For orders placed in error that you wish to cancel then we must be notified by phone within 24 hours, our customer service number is 03333 55 33 66
If orders have already been dispatched then you may send this back to us or arrange for us to collect. Please note that you will incur delivery costs and/or collection costs also a 5% administration charge from the total amount of the invoice.