Damages and Issues:
Please inspect your order upon reception and contact us
immediately if the item is defective, damaged, or if you receive the wrong item
so that we can evaluate the issue and make it right.
Returning Items:
What You Can't Return
Hand-made runners, cut-to-size carpets, marmoleum, vinyls, and stair-rods are these are not
refundable. Please read the terms set on these items by the UK Government: https://rb.gy/8sora
We cannot accept returns as they are made especially for you. They are bespoke, so please, please make
sure you have the correct measurements and you are sure of your purchase.
Returning Items:
What You Can Return
For carpet tiles and wooden floors, a 25% restocking fee applies to all returns. Items returned must be undamaged and in their original packaging. If not, you may be responsible for additional fees and may not receive a refund. The buyer is responsible for return postage.
Please note, all returns or exchanges must first be approved by our Customer Service team at info@fenstoncarter.co.uk. Do not send items back without contacting us first. To initiate a return or
exchange, email us with your Order Number and reason for return. We'll respond with instructions on how to proceed.
Cancellations:
If you wish to cancel an order, it must be done within 24
hours of purchase and before the order has been shipped for a full refund. Once
shipped, cancellations are not accepted. Instead, apply for a return after
receiving the package. Refunds generally take 5 to 15 business days. If you
haven't received your refund within 30 days, please email us.
Contact Us: For any other questions, contact us at:
Email: info@fenstoncarter.co.uk
Address: Head Office, Unit A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United
Kingdom
Phone: +44 208798 0649
We offer free delivery on all orders over £250 to any address within the UK. For orders under £250, a shipping fee of £50 + VAT applies. Orders placed before 12pm UK time will be dispatched the following day and are expected to arrive within 1 to 3 business days on the UK mainland. Deliveries are made between 9am and 5pm, so please ensure someone is available to accept the package during these hours. If the delivery cannot be completed and the package is returned, a re-delivery fee of £100 + VAT will be charged. If you have any special delivery requirements, please feel free to contact us. To ensure smooth delivery, we recommend providing your contact number and email address so that the courier can reach you directly and we can send you updates.