Extended Christmas Returns Policy

To make your festive season stress-free, we’ve extended our usual returns policy. Any gift purchased between 26 September 2024 and 24 December 2024 can be returned until 23 January 2025 if it’s unwanted or unsuitable.

To initiate a return, please email us to confirm whether you’d like to return all or part of your order. We’ll provide detailed instructions to guide you through the process.

Holiday Closure Notice

Our office will be closed from 23rd December 2024 to 3rd January 2025.

• Order Dispatch:

  • The last guaranteed dispatch date is 19th December 2024. This provides the final opportunity to receive your order before Christmas.
  • Orders placed on 20th December 2024 will be dispatched, but we cannot guarantee that the courier will deliver them in time for Christmas. Once your order has been dispatched, delivery is beyond our control. However, we will provide support while our office remains open, if needed.
  • Orders placed from 21st December 2024 are likely to be dispatched either on 23rd December or in the new year when we return.

• Customer Support:
  During the closure, responses to emails may be delayed. Queries will be addressed in the order received once we return. To avoid delays, please refrain from sending multiple emails about the same issue, as this may push your query further down the queue.

 

General Delivery Information

We process orders Monday to Friday. Orders placed on Saturday and Sunday and Bank Holidays will be dealt with on the next working day.

We aim to dispatch all orders received by 3pm on the same working day. This does not include orders received on Saturday or Sunday. These orders may be processed ready for dispatch, however courier collections are made from Monday to Friday.

All orders go through a series of security checks to protect the cardholder, errors on the address details, contact telephone number or e-mail address may result in the dispatch of your order being delayed. In the first instance we will attempt to contact you via e-mail to resolve any inaccuracies or errors present.

We work with a range of couriers to ensure your order arrives with you as per our delivery terms. Our current courier partners include APC, DPD, TNT and Royal Mail. Depending on your order we may use one or all on these services.

We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors. World of Felco shall be under no liability for any delay or failure to deliver the products within estimated timescales.

With the exception of made to order items and products sent directly by the supplier below you will find our standard delivery terms. Please note that we only ship within the United Kingdom.

Standard Delivery & Free Delivery

This service is free of charge for all orders, delivery is on an estimated time scale of 2-4 working days. Royal Mail advises that it can take up to a maximum of 15 working-days for delivery. No tracer action can be launched for parcels until this time has elapsed.

For some addresses this service may be subject to a surcharge - the Scottish Highlands, Northern Ireland, U.K. Islands, Isle of Wight, Isle of Man, etc. You will be able to place your order, however a disclaimer will inform you that we will contact you to arrange a surcharge.

Next Working Day Delivery

Next working day delivery is available and priced on application via our website. Orders placed before 3pm on a work day, will be dispatched on the same day, to be delivered on the next working day. To clarify, goods are collected Monday to Friday and delivered Monday to Friday.

For some addresses this service may be subject to a surcharge - the Scottish Highlands, Northern Ireland, U.K. Islands, Isle of Wight, Isle of Man, etc.

Saturday Delivery

We also offer delivery on a Saturday Service, this is different from our next working day option. You must select and pay for the Saturday delivery service to qualify. The cut off for orders for Saturday delivery is 3pm on Friday.

Orders placed after 3pm on Friday will be delivered on following Saturday (8 days later).

Sunday Delivery

We do not currently offer delivery on a Sunday.

Do I need to be home to sign for delivery?

During the World of Felco checkout process you will be asked if your goods can be left in a safe place. By checking this box you agree to accept liability for the goods once our nominated courier has delivered them to that safe place. If this box has not been checked (and a safe place specified), all goods must be signed for by an adult aged 18 years or over on delivery.

Goods will be left at the discretion of the driver at point of delivery, ticking the box to authorise the courier to do so does not ensure that goods will be left as requested.

Refunds Returns and Cancellations

We stand by both the quality of our products and delivery model. However we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought. Please make sure that you check your items carefully before as soon as you take delivery. We also recommend that you keep your shipping delivery notice, which will arrive in the packaging. Below is the World of Felco policy, this will in no way affect your statutory rights under the Consumer Contracts (formerly Distance Selling) regulations.

If I change my mind...

Within fourteen days please contact our customer service team. They will arrange to refund the purchase price of the goods. You can either post the goods to us, or we can arrange a courier pick-up (the cost of which will be deducted from the refund). Please ensure the items are returned in a resalable condition if returning unwanted products.

If there's a fault with the product...

Within thirty days please contact our customer service team. They will ask for a photo of the faulty part/parts to be emailed to us. Upon receipt of this, we will arrange to refund your payment or send the required replacements parts to you.

If the goods appear to be damaged in transit...

If your goods appear to have been damaged in transit, please contact us immediately. If possible sign for the goods as damaged. If upon opening the packaging you notice damage, please contact out customer service team who will ask you to email a photo of the damage. Upon receipt of this we will dispatch replacement parts, arrange replacement, or provide a refund.

The Consumer Contracts (formerly Distance Selling) regulations

If you have ordered by telephone or internet, under the Consumer Contracts regulations, you have a statutory right to cancel your order and receive a full refund within 14 days of you taking delivery of the goods.

To cancel, you can contact our Customer Service Team (see contact us for details) within seven working days (so not including Saturdays, Sundays or public holidays) commencing the day after the day of delivery of your item(s), quoting your order number. We will require written notification via a durable medium (letter, email, fax). You must take reasonable care of the item(s).