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: Fenston Carter Ltd, Unit 19 Zeal House, 8 Deer Park Road, Wimbledon, London, United Kingdom SW19 3UU
Phone: +44 208798 0649
Shipping is £40 + VAT on all orders and Orders made before 12pm UK time are dispatched the following day and generally take between 5 and 7 business days to arrive anywhere in the UK mainland. Please get in touch with us if you have special delivery requirements. It's always a good idea to leave your contact number and email so the courier can contact you directly, and we can share delivery information with you via email.