HOW TO RETURN YOUR ORDER
We’ve made returns simple with our online returns portal.
START YOUR RETURN
Returns are charged at a flat rate of £4.99 per return.
To begin your return, please use our portal: START YOUR RETURN
You’ll need:
- Your order number
- The email address used to place the order
- Your Postcode
HOW TO RETURN
- Securely repack your items so they are safe for shipping. Items must have not been used, worn, or washed & must be in a resalable condition, in their original packaging with all tags attached.
- You’ll find a Returns Note included with your order (the A6 sheet inside your parcel). Please complete this by noting the return reason and quantity in the relevant columns, then place it back INSIDE your parcel along with the items.
- Press the 'START YOUR RETURN' button above & login to the returns portal with your order number and postcode.
- Follow the steps on the returns portal to schedule your return and generate your returns label. This will also provide instructions on what to do next.
- Return your parcel & allow 14 days from when we receive it for your return to be processed. We'll automatically keep you updated via E-Mail & SMS if you register your mobile on the portal.
We do not offer free returns so please be aware that the despatch note is for internal use only.
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/packaging that are not in a resellable 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 goods to the following address:
Freeman Hardy & Willis
C/o Gardiner Bros
Unit 4 Indurent Park
Haresfield
Stonehouse
GL10 3EZ
UK
REFUND PROCESS
- Refunds are processed within 14 days of your item/s being received.
- You'll receive a confirmation email once 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.
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.
- Place a new order online.
We’ve found this to be a faster process avoiding delay and disappointment rather than offering a straight exchange.
FAULTY ITEMS
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 30 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 gifts. Please do not affix labels, write on, or alter the branded shoe box/packaging. Any item which fails to meet these criteria may not be refunded.
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 item as this will invalidate your warranty.
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.
Do not attempt to fix or repair your faulty product as this will invalidate your warranty and we will not be able to take your claim further.
Please note we cannot provide compensation, replacements or refunds for any products that have not been purchased directly from www.fhwbrands.com. We advise you contact the retailer you purchased from as they are responsible under the Sale of Goods Act.
We comply fully with the Consumer Rights Act providing:
Your order is returned within 30 days from receipt of your order.
Your order is returned suitable for re-sale in original box with all labels and packaging in place.
RETURNS BY POST
We’re always here to help, but our warehouse can’t accept visitors - it’s a working site and not open to the public. To ensure your return is safe and trackable, we recommend using our portal.
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.