Refund and Returns Policy
Most orders are processed within [2-3] business days. Your order will usually arrive within [2-3] days. As soon as we have handed over your order to our carrier, you will receive a shipping confirmation by e-mail.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. We do not ship on, Sunday or Local/Public Holidays.
Risk of Loss
All items purchased are made pursuant to a shipment contract with our carrier. This means that the risk of loss and title for such items pass to you upon our delivery of your order to our carrier. If you do not receive your order within 20 working days from the date of despatch, please contact us. We would request that you contact as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
My delivery is damaged, what can I do?
If you have received a defective item, please email us within 48 hours of delivery and attach pictures of the damaged item so that the damage can be checked. Please do not dispose of the item until you have heard back from us. No complaint can be considered unless clear proof can be given that the product(s) are faulty or damaged.
We endeavour to provide the best Customer Service possible. Should anything go wrong, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or Cancel your Order, please contact us.
You may Cancel any Order within 14 working days from the date of purchase. You must confirm your wish to Cancel the Order in writing via email or post within 14 working days. Your Order will not be considered Cancelled or refunded until notification in writing is received.
If you decide to Cancel an Order after the product(s) have been dispatched and commenced their carriage to you by our carrier, we may charge you for the carriage of those product(s). We advise you check the status of the Order before you request Cancellation. Any charges will be communicated to you before we confirm the Cancellation.
You are entitled to Cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on your behalf or as your agent and be re-credited by us to the extent that such sums are not reimbursed by the card issuer.
Before you request or arrange return of product(s), please read the below information carefully. You may Return any Delivered product(s) you have purchased within 30 working days of Delivery, for any reason (including if you simply change your mind). To do so you must notify us in writing via email or post within 7 working days of Delivery. If you are Returning a product(s) for any reason, except damage or manufacturer defect, you must pay the costs of Returning the product(s) to us.
We will not accept Returns or Cancellations if the product(s) have been damaged, altered or by altering or customising the product(s) in any way that could be deemed as you are using or treating the product(s) as your own. While in your possession, you must keep any product(s) you intend to Return to us in good condition. Product(s) must be Returned in the same condition as they were delivered. Care must be taken to ensure the Return product(s) are packed well to avoid damage or loss of parts in transit. Product(s) Returned which cannot be re-sold as new due to damage or wear and tear or missing component parts may be subject to a reduction in the Refund given.
Our standard returns policy for item(s) bought is 30 days and to qualify for a full refund the item must be:
- in its original packaging,
- in a resellable condition,
- complete and contain all component parts as purchased,
- accompanied by a valid proof of purchase, and
- returned to us within 30 days of purchase.
Footie Frame will try to ensure that products are completed and delivered within the estimated lead time advised at time of purchase. However, delays do occasionally arise due to production or shipping issues, out of our control. If a delay occurs, Footie Frame will communicate to You, the customer as soon as the new estimated delivery date is confirmed, however, this does not mean you have the right to cancel such an order if it is beyond the estimated time frame.
Refunds will be processed within 14 days. Where exchange rates of currency are involved, the Refund will be made in GBP at the current exchange rate, if applicable. Footie Frame does not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of Ordering and the time of issuing the Refund.
Late or missing refunds
If you haven’t received a refund within 14 days of us notifying you about your refund being issued, please, check your bank account again and contact your bank or credit card company. If you’ve done all of this and you still have not received your refund yet, please contact us.
We are unable to change or update a shipping address once an order has been shipped. Please be sure to check your shipping details prior to submitting your order and to send us an email before your order is shipped if you need to change your address.
We will use all reasonable endeavours to ensure these above-mentioned times are met. However, we cannot guarantee or be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
Orders Returned to Us
If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.