Shipping & Delivery
Returns
Item should be returned for a refund or exchange within 28 days of receipt. After this timescale we reserve the right to offer a credit note or to refuse the return.
During the Christmas period our returns window is extended for items purchased between 1st November and 24th December which should be returned by 15th January or within 28 days of receipt whichever is the longer.
Dispatch Times
In stock items are usually dispatched within 48 working hours however dispatch times will be impacted by bank holidays and at busier periods such as during the run up to Christmas.
EXPRESS deliveries are generally dispatched same day if ordered before 3.00pm however this varies depending on the time of year and how busy our warehouse is. Please be aware that we are unable to offer a guaranteed next day service.
Delivery
Staff shortages are impacting all UK couriers, Royal Mail and our warehouse which can sometimes result in delays. Please bear with us.
UK and International Armed Forces PO Boxes
If your delivery address is an armed forces PO Box number please email us before you order. We need to ensure that your order is dispatched by Royal Mail in order for it to be delivered.
1) create an account
2) tell us what you want to order - or add things to the basket and take a screen shot
3) we will create an invoice with a simple link to pay and reserve stock for 24 hours
4) once you have made the payment your order will be created and shipped by Royal Mail
UK-Delivery
Please download the App for your chosen method of delivery so that you can track, organise re-delivery, leave in a safe place etc.
We offer STANDARD and EXPRESS delivery options at checkout.
STANDARD deliveries use Royal Mail or Evri 2 day service.
EXPRESS deliveries use a courier service and are generally delivered on the next working day, however this is not a guaranteed next day service.
Express service is not available to some UK locations eg. Highlands and Islands.
Please check that your postcode is covered by DHL/DPD for EXPRESS services before selecting this option.
We are unable to offer a guaranteed next day service.
A notification will be sent to your email when your order has been dispatched with your tracking number. You can also log into your FLAB account to check on your order.
All delivery options will be affected by bank holidays.
International Delivery
We ship internationally by Royal Mail or if express options are offered by DHL - please select your preferred option at checkout.
All shipments to the USA are dispatched by DHL.
Customers are responsible for all customs or import charges made in their recipient country.
All orders (including overseas orders) will be refunded in Sterling and we cannot be held responsible for any fluctuations in exchange rates and any loss of currency as a result.
Delayed Deliveries
Delays can occur at busy times, during adverse weather or around bank holidays. If your delivery is delayed, the best thing to do initially is to contact the delivery partner directly - they will usually be able to sort out the problem faster and more effectively than us.
If you have contacted the delivery partner and still have no joy, then please contact us and we will try to remedy the situation.
Our delivery partners do not refund for delayed deliveries and we are therefore unable to offer refunds or part refunds if your parcel arrives late.
Unfortunately we can not take responsibility for items dispatched to you if you give us the wrong address or postcode and these items will have to be returned to our warehouse before resending to the correct address.
Our Packaging
We care about the environment and continue to make our best effort to be eco-friendly.
Our packaging is unbranded and uncomplicated which cuts down on shipping and production processes and minimises our negative contribution to the environment.
Importantly, we don’t duplicate packaging. The kit comes to us in the bags we send it to you in. Many big brands ship to the customer in paper, having discarded the plastic packaging their stuff arrives from their manufacturers in. Our bags are locally sourced by our factories and are bio-degradable/use recycled components and/or are recyclable.
The grey outer post bags are lightweight and recyclable. Whilst these are not suitable to put into your regular household re-cycling collection, most major supermarkets have collection points for this type of packaging.
We are lucky that one of our Fat Lad customers and good friends is an expert in this area and we use his knowledge and advice to form our packaging policy.
If you have any questions or comments on any of the above, please feel free to reach out to fatlads@fatladattheback.com