How long does dispatch usually take?
Most orders are packed and sent within one to two business days. A confirmation email is sent once the parcel is on its way. This email contains a tracking link so customers can follow the progress. Orders placed after 2pm GMT may ship the next working day.
What delivery options are available in the UK?
Standard delivery usually takes two to five working days for parcels up to 10kg. Express delivery is an option and generally arrives within one to three working days. Heavier parcels may have a different express rate. Delivery partners include Royal Mail and DPD, depending on the parcel size.
How can I track my parcel?
Tracking becomes active within 24 to 48 hours after dispatch. The tracking link in the confirmation email shows the parcel’s progress. Customers should check with the local courier once it indicates “out for delivery” or “delivered.” This helps prevent missed or delayed parcels.
What should I do if my order is delayed?
Customers should first check the tracking link for updates. If the parcel has not arrived after 18 working days, they can email support with their order number and name. Many delays can be resolved with courier checks. Contacting support promptly helps the team review the issue.
Can I change or cancel my order after placing it?
Requests for changes or cancellations must be made right away via email. Once an order is processed or dispatched, it cannot be altered. After dispatch, addresses cannot be changed and items cannot be swapped. Customers can still return unwanted items after they arrive.
What is the returns window for products?
Returns must be requested within 14 days of receiving the order. Items must be unopened, unused, and in original packaging with all seals intact. Proof of purchase is needed for all returns. Requests can be made through the customer account or by email.
Where should returns be sent?
All returns should be sent to the Fleckney fulfilment address provided. This location handles all incoming parcels for processing. Including order details helps speed up the refund process. Parcels should be packed securely to prevent damage during shipping.
What happens if the address entered at checkout is wrong?
Incorrect or incomplete addresses may result in failed delivery. If a parcel is returned for this reason, the original delivery fee will not be refunded. Resending the parcel will incur additional postage. Refunds are not given for orders lost because of address errors.
Are customs fees or unclaimed parcels refundable?
If your package is unclaimed or held at customs, you cannot get a refund. Customs or the delivery company will contact you if they need something from you. If the package is sent back, you must pay for the return postage and any customs fees. Check your tracking often to avoid problems.
What should I do if my order arrives with an issue?
If an item is missing, incorrect, or faulty, customers should take clear photos of the packaging and products. An email with the images, order number, and a brief explanation must be sent within 72 hours of delivery. Each case is reviewed individually to provide a fair outcome. Quick contact helps resolve issues faster.
