Delivery

The shopping cart on this website will automatically price delivery charges for delivery within the UK, EC Europe and USA/Canada. For any other countries please contact us.

Our deliveries are contracted to outside carriers who deliver Mondays to Fridays (excluding public holidays) between the hours of 8-00am and 6-00pm. We regret that we are unable to specify exact delivery times as these are beyond our control. However, for most UK destinations, we now use Parcelforce for parcels over 2kg, which is a next working day service for most of UK (excluding offshore and certain remote Scottish Highland destinations).

Our Parcelforce orders are sent via their award winning PREDICT service and on the morning of delivery you will receive an email and/or SMS message (if mobile number is given when you place your order) which will indicate a time slot in which delivery will be made. This is an interactive service and you can instantly instruct the carrier to change the delivery day, leave parcel with a neighbour or in a safe place etc, should the delivery slot be inconvenient.

For UK deliveries only, you may request a particular day of delivery Monday to Friday at no extra cost, as long as we are notified up to 4pm two days before the required delivery day. A premium Saturday a.m. (9-00am to noon) delivery is available, at an additional charge of £17.25 per delivery; if you require this service, it must be specified at the time of ordering. Evening, Sunday and Bank Holiday deliveries are not available.

Our carriers have recently required that we supply them with your telephone number in the event of a delivery query, otherwise if the address cannot be found, the parcel will be returned to us. It is mandatory to suppy a contact telephone number for all international deliveries - we cannot book the carrier without this. Telephone numbers will never be used by us or third parties for marketing purposes - please see our privacy policy.

If you are not at home when the carrier calls, they will leave a card with the telephone number of their local depot. You MUST contact them within 48 hours, quoting the consignment number on the card, to re-arrange another delivery DAY (but you cannot specify a time) otherwise the parcel will automatically be returned to us, and you will then be responsible for any re-delivery charge. Carriers will attempt re-delivery only once, thereafter parcels are returned to us.

We can deliver to friends, neigbours or relatives, or even to workplace addresses, if you have a problem with your home address being unattended Monday to Friday; however, if you do this, make sure the recipient is aware that the delivery is due and is available for the whole of that day. Carriers will not accept alternative delivery addresses (e.g. if not home, deliver to this address instead) unless the alternative address is within 100 metres of the original address.

All deliveries must be signed for and you should keep your receipt. If goods are showing obvious signs of damage in transit upon receipt, please refuse to accept the delivery.

Returns (UK Customers)

You must inform us within 7 working days of receiving your goods of your intention to return, and physically return goods within 14 days, to our address as shown below:

The Faux Fur Company Ltd
The Design Studio

12, Valleybridge Road, Clacton On Sea. Essex. CO154AD.

Your product must be complete, unused and in 'as supplied' condition (e.g., if you have opened theparcel to examine the product you must have done so without damaging or marking the product in any way). Goods returned outside these time limits may not be credited or refunded, and held awaiting your instruction for collection or return to you (subject to a re-delivery charge).

If the product is supplied with a clear plastic carry-case, this must also be returned with the product inside. Returning a throw without it being carefully folded as originally supplied is not acceptable, if a throw is returned excessively creased, this does not constitute "as supplied" condition, and we reserve the right to deduct any re-processing costs required to return the goods to that condition.

Please ensure that the goods contain some identification (your name, address and order number on a piece of paper will suffice), otherwise we may have difficulty processing your refund. If you have paid using Amazon Checkout, it will be helpful to quote their reference also (this is the number in the format : XXX-XXXXXXXX-XXXXXXXX).

The method of return is entirely a matter of your choice. Smaller items are best sent using Royal Mail. With the huge hike in Royal Mail charges from April 2013, Royal Mail are now much more expensive than alternative carriers from most parts of the country for items over 2kg (which our throws invariably are). You can often HALVE the cost of return for larger items by using one of the following online services. There’s no need to use an express service, and, as long as you have informed us of your intention to return within 7 days of receipt of goods and despatched promptly thereafter, we won’t worry if the goods arrive back with us a day or two beyond the official 14 days return period.

• www.­Parcel2Go.­com –if you want to have the parcel collected from you on a nominated day (at home or work).
• www.­CollectPlus.­co.­uk –if you can’t wait in, but can drop the parcel off at a local convenience store, at a time suitable for you, including weekends and evenings. The site has a postcode search for shops in your area offering this service, with map and details of opening hours. If you wish to return goods using this site, the option to choose is SEND A PARCEL (not RETURN A PARCEL, which is for large businesses with registered returns systems ony)

(Please note; the above are suggestions only, we cannot accept responsibility for the performance of any carrier used to return goods, or any losses incurred, and the responsibility to return within the stated time period remains yours.)

Return Postage Refund

Free Returns

Although returns will be refunded in full, we normally do not offer to cover the cost of actually returning the item. We know that this is common in some industries such as clothing, but unlike these industries we do no import goods cheaply and sell them at huge markups.The vast majority of our goods are made with care in the UK, where we and our suppliers pay fair wages to dedicated workforces. Our throws are also quite heavy items, making the return cost proportionately more expensive.

We will always deal with the return cost if:

1. we have (by picking or packing error) sent you different goods (size or fabric range) than what you actually ordered.
2. (very rarely) we have supplied goods faulty in manufacture or damaged in transit

However, if you have taken the time and trouble to get a fabric sample of the goods in question prior to ordering it, but still are not 100% happy with your choice, then in this circumstance we will be happy to deal with the return, as well as offering you an exchange (subject to payment or refund of any price difference) or full refund.

In any of these circumstances you MUST contact us before making the return, and we will make the appropriate arrangements. This will be to have the goods collected from you by our nominated carrier on a workday (Mon-Fri), or for you to drop the goods off at a shop local to you, at your own convenience. Under no circumstances will we refund any monies paid for return postage sent back without any prior notification.