Terms and Conditions.
Orders
Delivery
When purchasing from Fallen Hero all orders will be shipped via Royal Mail Special Delivery and are guaranteed to be delivered by 1pm the following day on orders placed before 4pm Monday - Friday.(All Orders are subject to payment clearance)
All orders can be tracked within your customer account, where you can view your order status and track your order live on the Royal Mail website.
At Fallen Hero we believe by offering all orders with a next day guaranteed postal service this will ensure that we can offer you the best possible customer service, and we believe this will offer you peace of mind, so there will be no delay with the delivery of your order.
If you are expecting delivery of your order today (i.e. your order was placed before 4.00pm on the previous Working Day (Monday–Thursday, except bank holidays), please allow for delivery to take place up to 1pm. A courier, requiring a signature, delivers the packages and so your order will arrive via Royal Mail special delivery.
If a delivery has been attempted and no one was present to receive the parcel then Royal Mail will leave a "while you were out card" stating that you can call the phone number on your card to arrange a re-delivery, or collect the item from your local enquiry office by bringing your card and proof of identification and address. The delivery of the card to your address completes the contract between you the customer and us the company Fallen Hero Online.
If you have followed the instructions above and still have not received your order, please contact customerservices@fallenhero.co.uk with your query and order number.
All prices on our website, leaflets and promotional material are in pounds sterling and were correct when published and are subject to VAT at the current rate. Fallen Hero Online reserves the right to change the advertised price before you place an order.
No charge is made to the Customer for Credit or Debit Card payments.
Fallen Hero reserves the right to refuse any order.
Orders are accepted on the basis the Customer has read and accepted these conditions.
Order Cancellations
Under the United Distance Selling Regulations you have the right to cancel any order you have placed with Fallen Hero and receive a full refund. The goods ordered must be returned in the same condition as delivered.
Order cancellations have to be made via E-Mail to Customer services customerservices@fallenhero.co.uk
within 7 working days of delivery. You must state the order number which can be found on your delivery note.
Return/Exchange
If you are not 100% satisfied with your purchase, you are required to return the item or items to us within 7 working days of receipt of the goods. On receipt, a full refund will be credited back to the original card used. The item must be in its original condition, with tags, unworn and fragrance free.
Maintaining the quality of our products.
When trying on items of clothing please do not remove any tags or labels. Please ensure that you are not wearing any perfume, aftershave or a deodorant which may leave a scent or marks on the item. We are unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
When returning an item it is your responsibility until it reaches us. For your own protection, we recommend that you return the parcel using a "signed for" delivery service, to ensure safe return of the goods.
The cost of returning the item to us is your responsibility.
All returned items must have a returns number, please contact customer services via E-Mailing customerservices@fallenhero.co.uk stating your order number, your name and address, details of the product, the reason for return and whether you require a refund or exchange, you will then be given a returns number.
Customer Services – Online Shopping
Fallen Hero
130 High Street
Scunthorpe
North Lincolnshire
DN15 6ES
United Kingdom
If the item you received is not what you originally ordered, please contact customer services.
I have not received all of my order.
Unfortunately mistakes can happen. If you have received your order and an item is missing, please contact customer services quoting your order number and the missing item and they will investigate the matter further for you.
Faulty Item
If the item you received is faulty, please contact customer services department stating your order number, the reason for return, and whether you require a refund or a replacement. You will be allocated a returns number and advised on how to return the item.
Exchange of products can take up to 3 days to process from receipt of the item. Once the exchange has been processed please allow 5 working days for delivery of your replacement.
Please allow 3 working days from receipt of a return for us to process a refund. You will receive an e-mail confirming the refund once it has taken place, the e-mail will be sent to the e-mail address used when creating an account.
Once you have received our confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days).
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.
The amount refunded is incorrect.
Unfortunately mistakes can happen. If you think you have been refunded the wrong amount please contact customer services quoting your order number and the required refund amount.
Do you have a Shop?
Yes we have two independent retail stores on a main shopping High Street in Lincolnshire, please see About Us.
If you have any further questions or you have not found the answer you are looking for, please e-mail customerservices@fallenhero.co.uk. |
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