DELIVERY & RETURNS

Delivery

Thank you for visiting the Fuzzique website. We take a lot of care in the quality of our products, and want you to be happy with the service you get from us. Fuzzique offers 2 different types of delivery services.

United Kingdom Express Delivery £4.99

This service includes the United Kingdom mainland, Scottish highlands, Offshore Islands and Northern Ireland – please see here for further details. If we receive your order by 1.00pm (GMT/BST) on a working day, we will despatch your order the same day. Delivery should take place the following working day if in the UK mainland or certain areas of Northern Ireland. For all other areas, a 2 day service will apply. Do not worry though, we will send you a tracking number so you can follow your order right up to delivery. Please note: Saturday, Sunday and Bank Holidays are not classed as working days.

European and International Delivery

Fuzzique only delivers its products to certain countries – please see here for a list of counties we deliver to. Prices for delivery to addresses in Europe (EEA) and International locations will depend on the weight of the products purchased and the country of delivery selected – don’t worry though, the delivery costs will be displayed at checkout before making your purchase. In the event that an order is placed for delivery to a country that we do not normally deliver to, we may contact you to discuss the delivery options or alternatively, the order will be cancelled and a refund processed.

If we receive your order by 1.00pm (GMT/BST) on a working day, we will despatch your order the same day. Delivery within Europe should take place within 3 to 5 working days and delivery to International locations should take place within 5 to 7 workings days. For personalised products please allow up to 30 days. Please note: Saturday, Sunday and Bank Holidays are not classed as working days.

It is important to note that you may have to pay custom duties and taxes on the products you purchase and that these local fees are not included in your Fuzzique invoice.

If you miss your delivery slot - Where delivery isn't possible, the parcel will be taken to your locale postal sorting office (within the UK) or to the couriers depot (EU/International orders) and you will receive a card explaining how to recover your delivery from the sorting office and collect your order when convenient. You will be advised which location on the attempted delivery notification card the carrier leaves at the delivery address. We want to ensure you receive your order safely and promptly, if you have any questions please do not hesitate to contact us.

Returns, Cancellations & Exchanges

We want you to be delighted every time you shop with us. However, we understand that sometimes products may need to be returned. When you receive products you have ordered, we recognise that you may want to use them or try them on to ensure the fit and feel of the product is as you envisaged. Many of our products are worn or used next to the skin, so please bear this in mind, as this may affect our ability to offer you a refund should you decide to return the item, and we subsequently find the item is not in a fully re-sellable condition.

In addition to this Policy, please see the Returns and Cancellations section in our Terms and Conditions for further information on returns and your right of cancellation.

Returns process – You can return your products in 3 simple steps:

1.                   Complete the Returns / Exchanges section in the Delivery Note included within your delivery, then pop it inside your parcel

2.                   Send your return / exchange parcel to:

FUZZIQUE, INTERMAIL LIMITED, KENNET HOUSE, HORIZON WEST, CANAL VIEW ROAD, NEWBURY, BERKSHIRE, UK, RG14 5XF

3.                   We recommend you use insured post and obtain proof of posting.

Returns and exchanges can only be processed with proof of purchase. If you do not have your Delivery Note, please contact us and we will be happy to send you an electronic copy for you to print off at home. Please do not return products to our head office address in Covent Garden London, as all returns are processed at our warehouse in Berkshire. If you return products to our head office address, your return may be severely delayed.

Refunds - Refunds will be made against the original payment method or upon your instruction, to your Fuzzique e-Wallet (you will need a Fuzzique account to access your Fuzzique e-Wallet). We will refund you the price paid for the products and delivery charges for the least expensive type of delivery method offered by us. You will have to bear the direct cost of returning the products to us. You will also be liable for the delivery costs incurred by us in sending you any products as exchanges. We will only cover subsequent re-delivery costs (if applicable) if the return is as a result of our error or the products are faulty or damaged. If we have provided any services as part of the purchase (e.g. products made to order or gift wrapping) and we have begun to provide these services before you have exercised your right to cancel, we shall not reimburse the costs of such services. You may be liable if the value of the products returned diminishes due to the handling of the products (except when it was necessary to establish the nature, characteristics and functioning of the products). We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products to us, whichever is the earliest.

How much time do I have to return? - Once you have told us you want to return or exchange an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order.

How do I cancel an order I have not yet received? - If you choose to cancel an order that you have not yet received, please contact us to let us know whether you would like a refund or exchange. To speed up the process, please send us your order number or click here to download an order cancellation form. Once we have received your request, we will contact you to process your cancellation. If it is too late to cancel your order as your parcel has left our warehouse, please accept the delivery and then contact us, including your order number to let us know whether you would like a refund or exchange, or click here to download an order cancellation form.

Exempt products – Sorry, but there are a few products we can’t accept returns, cancellations or exchanges on unless of course these are faulty, or otherwise don't conform to the contract. For hygiene reasons, we cannot accept returns, cancellations or exchanges on toiletry products or products used on the skin. Also, personalised products cannot be exchanged, cancelled or refunded either unless faulty. We are unable to accept returns for personalised goods which have the incorrect spelling at the time of order confirmation. If the error is due to Fuzzique we will exchange or refund the goods in line with this Policy.

Unwanted products - An unwanted product can be returned for a full refund within 14 days of delivery as long as it’s still in its original, unopened packaging and isn’t a product that we cannot accept returns on such as toiletry products. You can examine the products as you would in a shop but to obtain a full refund you must not start using them. The products must be returned in ‘as new’ condition and in their original packaging.

Faulty products - We're always here for you if a product develops a fault. However, before you return a product, please check that there definitely is a fault. If the product is faulty, please contact us, including your order number. In all cases we reserve the right to inspect the product and verify the fault. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

Damaged products - If you receive a damaged product, please contact us within 48 hours of delivery. Please ensure that you provide your order number before sending your email. We will arrange an exchange or refund. In all cases we reserve the right to inspect the product and verify the damage.

Exchanges - Where you wish to exchange a product, you may be required to pay an additional sum where the replacement product is more expensive than the original product purchased. If the replacement product is cheaper than the original product purchased, we will credit your Fuzzique e-Wallet with the difference. Please note you will need a Fuzzique account to access your Fuzzique e-Wallet.

Incorrect orders - If there are any discrepancies with your order, you must please contact us within 48 hours of delivery. If you have been delivered incorrect products then please do accept our apologies. Any replacements will be sent to you at no extra cost to yourself.

Store purchases - Fuzzique products purchased at a retail store must be returned to the original store from which they were purchased. Fuzzique reserves the right to reject the return of products that are not returned in accordance with this Policy.