Delivery & Returns

Customer Service

We don't want to be good at customer service - we want to be GREAT at customer service. If for any reason you are unhappy with our service or with any product you purchase from us, please contact us immediately so we can resolve the problem for you. All our customers old and new are important to us and we aim to provide you with unbeatable service all of the time.

Please note:

Whilst we try to reproduce every product as accurately as possible, some colours are very difficult to represent online, particularly on paper and card products and pearlescent. We try to accurately descibe the colours of all our papers/card but if you are in any doubt about a specific colour please ring us first and we will confirm for you before you order.

Delivery & Shipping Charges

We know what it's like to see something you want and then how annoying it is to have to wait ages for it to arrive through the door, so we aim to deliver your order within 3 working days wherever possible. All orders are despatched 1st class with Royal Mail or by next day courier.
At present we do not deliver outside the UK.

Delivery charges:

UK Mainland Only
up to £10 = £1.60
£10.01- £13.00 = £2.00
£13.01 - £15.00 = £2.50
£15.01 - £20.00 = £2.90
over £20 = FREE

Scottish highlands & lowlands - please enquire for rates.

*refers to final order amount. If non-faulty goods are returned and the goods value is reduced to less than £35, refunds will be given less the relevant postage cost.

Ordering

We have tried to make our website ordering as quick and easy as possible, but if you do experience any problems please give us a call and we will be pleased to help you. We do not have a minimum order policy. Although we try to keep our online stock levels as accurate as possible, as we are also a bricks and mortar outlet we do occasionally sell out of some items before we have time to update our online stock. We will always try to fulfil your order wherever possible and if an item is out of stock it will be refunded by the next working day after your initial order was placed.

Registration

Registration to our online store is completely free, quick and easy. Be assured we will NEVER pass on any of your personal information to any 3rd parties or use your information for anything other than contacting you about an order, or informing you of Fat Freddie promotions and special offers. If you do not wish to be added to our mailing list please select the relevant option on the registration form.

Returns and Refunds

If you are unhappy with a purchase we will be happy to reimburse you for the full price of the product as long as it is returned with your receipt, unused and in the original packaging within 10 days of purchase. If an item is broken or damaged please return it to us immediately in the original packaging and we will arrange immediate refund or replacement. Please note: P&P will only be refunded in the event of damaged items, please see notes on postage refunds in our delivery terms.

When returning goods, please ensure they are packaged so as to avoid damage in transit, as any goods must be received by us in a re-saleable condition. If returns are not in a saleable condition we may only refund you 50% of the retail value of the goods returned. Please include your original invoice and mark on the invoice which items you have returned and the reason for return.

Project Gallery

Fat Freddie retains the rights to all designs in the Fat Freddie Gallery, but we are happy for you to copy or use the ideas and projects and to sell your cards as long as they are not used to produce sell more than 20 cards of any single design.

Special Requests

We aim to have a great selection of products cross a wide range of your favourite brands and update our product range regularly. If you are trying to find something specific or just need a bit of advice about a particular product please let us know and we will endeavour to help you as much as possible.

Payments

We treat security extremely seriously and for this reason we use Protx, the largest secure payment provider in the UK (part of the Sage group), for all internet transactions. Shopping through Protx is completely secure and safe, and is the preferred secure payment method by Lloyds TSB and American Express.

Protx has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process.

Fat Freddies Craft Shed does not hold any of your financial information on our system whatsoever. We accept online payments by credit card & Postal Order. We do not take payments by Paypal or by cheque due to time delays and processing costs.