OUR RETURNS POLICY
We do not currently offer free returns on our website for orders that you’d like to return. We only offer free returns on items which are faulty or incorrect before they leave our warehouse. In this situation, please contact customer service via email address: info@fhwbrands.com BEFORE returning items back to us. This is because we cannot refund return postage costs that you have paid for.
We will accept your return of unworn items purchased from www.fhwbrands.com within 14 days from the day you receive your order.
Please return all items in their original condition and packaging; unworn, clean, with the tags intact, and any free gifts. Please do not affix labels, write on, or alter the branded shoe box. Any item which fails to meet these criteria may not be refunded.
HOW TO RETURN
- Complete the Returns Form found in your parcel.
- Attach the label, found on the Returns Form, onto the outer packaging*.
- Enclose the completed Returns Form in the return package.
- Return via a tracked service with your preferred courier and keep your proof of postage to monitor the return.
* Attaching the return label to the outer packaging is important to ensure your return is processed smoothly and without delays.
Your order number can be found on the invoice and packing note sent to you in the shipment and order confirmation e-mail (eg. #FHWUK1234).
We reserve the right to refuse your return for damaged shoe boxes that are not in a resell-able condition.
Please ensure you take care when returning your product. You are required to take the item(s) to your chosen drop off point with a return label attached to the outer carton that the goods arrived in. Please ensure you get a tracked return and keep the tracking number to ensure you receive your refund.
Please return items to the following address:
Freeman Hardy & Willis
C/o Gardiner Bros
Unit 4 Indurent Park
Haresfield
Stonehouse
GL10 3EZ
UK
EXCHANGES
Unfortunately, we do not currently offer exchanges for items you wish to return for a different item or size.
If you wish to order a different pair or change the size of your product, simply return the unwanted item for a refund by following the steps in the relevant Returns section above and place a new order online for the product you'd like.
We’ve found this to be a faster process avoiding delay and disappointment rather than offering a straight exchange.
REFUNDS
Your refund will be issued as soon as your item/s has been received, verified, and checked. A confirmation email is sent when the refund has been processed. Please allow 2 weeks for a refund to be reflected onto your account to allow for your bank’s processes. We appreciate your patience while we work to process your return.
RETURNING WRONG/ FAULTY ITEM
In the unlikely event that you receive a faulty or the wrong item, please contact info@fhwbrands.com. To help us investigate this quicker, please include the order number, the name of the item, a description and images of the fault.
Please do not return your item before contacting info@fhwbrands.com as we are unable to refund return postage costs. Please do not attempt to fix or repair the faulty item as doing so will void any coverage and prevent us from processing your claim further.
If the item has been worn, the product must undergo inspection before a credit is made to your credit or bank card. We will always request images of the faulty/incorrect item to verify the issue. Please contact us for further instructions on returning merchandise that you believe is suffering a problem.
Please note we are unable to provide a refund or compensation for products bought from another retailer other than www.fhwbrands.com so please return your purchase to the retailer you made your purchase from.
We comply fully with the Consumer Rights Act providing:
- Your order is returned within 14 days from receipt of your order.
- Your order is returned suitable for re-sale in original box with all labels and packaging in place.
IF YOU HAVE ANY FURTHER QUESTIONS, PLEASE CONTACT CUSTOMER SERVICES AT INFO@FHWBRANDS.COM AND ONE OF OUR TEAM WILL BE HAPPY TO ASSIST YOU.