Delivery & Returns

  • At FAE we focus on product quality, great service and speedy delivery. Thanks to our own one-stop production facility, we dispatch many products within 24 hours of receiving the order. This is because all of our staff and production capabilities are in the same building, ensuring each product is printed and manufactured to the company’s long-established high standards. Production times vary according to each product detailed on its' product page and add shipping time on top. Delivery does not have to be to billing address which is great for ensuring acceptance of the parcel or sending gifts. FAE does not count weekends or public holidays as production days.

  • FAE uses Royal Mail’s 1st Class Recorded service for most orders under 2kg. This is our standard service and is the default delivery option in the shopping cart. Royal Mail delivers 94% of our orders the next day but occasionally it may take 2-5 days, and in rare cases up to 15 working days. Our standard delivery days include Saturdays, but not Sundays. The average delivery price will vary depending on the number of items in your order.

    If we dispatch after 6 pm, parcels are usually picked up the morning after. At this point, unfortunately, no delivery address change can be made. In the case of express delivery, the next working day counts as the first day of delivery.

    If your item is over 2kg, bulky, or large (over 60x40cm), we use FedEx UK couriers. They deliver the next business day and are a part of our standard service. We can offer a Saturday delivery service for an extra fee.

    If you require guaranteed faster shipping time please use our guaranteed next day delivery option. Next day delivery service ensures your item arrives the following business day. If your package is over 2kg or especially bulky we use FedEx couriers, for all other packages we use the Royal Mail’s Special Delivery next business day service. The guaranteed delivery choice is available in the shopping basket and incurs an additional charge. We also offer guaranteed Saturday deliveries (excluding business addresses), through Royal Mail and FedEx, for a further fee.

    UK non-mainland delivery is available for Royal Mail Recorded and Special Delivery, except in the case of large or bulky items that need a service other than Royal Mail standard recorded. If large or bulky pack to non-UK mainland destination, there may be a remote or over water surcharge in the shopping basket.

  • FAE is happy to offer worldwide shipping with customs duties paid for most countries. If you are placing your order from outside the UK and would like delivery to your country please check if FAE offers a corresponding international website to avoid potential charges. These can be found in the footer section of our website.

    If your FAE order is to be delivered outside the UK or one of our corresponding international sites, you may incur additional charges beyond our control. This could be non-reclaimable customs tax as well as administration fees. We advise checking the specific customs or import duty policies for your delivery country.

  • When there are adverse weather conditions, deliveries to some parts of the country can be affected. To minimize delays we work closely with both Royal Mail and FedEx. When your order is dispatched, we will inform you of which courier was used. Information and updates regarding delivery services can be found on Royal Mail and FedEx websites as well as local weather news.

  • In the case of Royal Mail strikes, Contrado is still able to deliver your items the next day, excluding Sundays. We switch to alternative delivery methods. We suggest you have your items delivered to your work address, which activates our free courier upgrade for delivery the following business day but only in the case of Royal Mail strikes. If you are unable to include a work delivery address, you are able to upgrade to Royal Mail Special Delivery for a little extra. During strikes, Royal Mail may still deliver small packages (under 2kg). Unfortunately, delivery is not guaranteed. However, Special Delivery items receive priority treatment we are led to believe even during strikes. Top tips in case of Royal Mail Strike: 1) Have your items sent to a work address and receive a free courier upgrade. 2) Pay small fee £4 to £5 upgrade for Royal Mail’s Special Delivery service.

  • Most international deliveries are with customers in 3 - 5 days. FAE uses FedEx, DHL, TNT, Yamato or similar service as our default international delivery option. We suggest this service as it includes detailed tracking and guaranteed speedy delivery. This service can take as little as 2 days to major cities, or as long as 4 days on average, depending on the destination and its accessibility. Shipping costs and time can vary significantly for remote areas, where it may be necessary for FAE to pass on the remote area surcharge levied by the carrier. Delivery outside the EU may attract local tax duty to pay which is administered by the local territory and is out of the hands of FAE.

Delivery

Returns, Refunds and Cancellations

  • We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything here at Ferlyn A Elizaga. is handmade, there is some potential for human error. Usually, our quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:

    If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form, quoting your name and order number.

    A customer service representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.

    • In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email

    • If the fault cannot be verified over the phone or email, you may need to return the item to us for inspection

    • In that instance, a determination can then be made as to the state of the product

    • Please do not send your products back to Ferlyn A Elizaga without contacting a member of our team first

    May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.
     

    Please note we work in accordance with these provisions:

    • Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been personalised or customised specifically for you.

    • Faulty Goods: To return faulty goods you need to first contact a member of our Customer Services Team using the contact form. Please send written notice and return the product to Ferlyn A Elizaga (please see the Contact Us page for the address).

    We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.

    It is only when we receive the item in its original state, that Ferlyn A Elizaga will redo or recommend a remedy for a faulty item.

    Please note:if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.

  • Before you receive your items-Things don’t always go to plan, and we know that. That’s why we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help. Within these 30 minutes, if you contact us to cancel the order, we will be able to issue a full refund.

    When you place an order with Ferlyn A Elizaga. through any of its trading names, it’s not just a product that you are purchasing, but a service as well. We handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you and a partial refund may be possible. A customer service team member will be able to advise further.

    No matter what, we will always be able to help you. Contact our amazing customer service team and have a chat with them if you have any issues with your order, whether it is before or after we have started production.

    After you receive your items- We want you to be happy with your order, and if for any reason you’re not then please do let us know. We value your feedback. As all products are personalised to order, these are never re-saleable, which means that there are some things you need to check before you’ve placed your order, as we won’t be able to do anything about them afterwards.

    • Check Text - If there is text in your design then check the spelling of everything before you submit. We don’t personally check every word that comes through and cannot be held responsible for any spelling errors that are featured in your design.
       

    • Check Sizes – Every page has details on the sizing of a product (especially clothing – which comes with a full size-chart) so make sure that you order in the right size. Check body measurements if you need to rather than using the size range as it is more accurate. If you have any questions please contact us, we do everything we can to make sure you have all the information you need to be able to order the right size.
       

    • Preview Your Design – You are able to preview your design in the interface on our website, allowing you to see what your finished item(s) will look like. Use this feature, double check everything is as desired and in the right size/shape/position. Again, if you are unsure of anything, please get in touch with our customer service team. Please note that this is only a preview to give you a general idea of how your product will come out and you should always refer to the design interface (see the ruler, bleed area, cutting or stitching lines, etc) to correctly set up your design.

    Because of the personalised nature of the products that you order with Ferlyn A Elizaga., we look at each and every order on a case by case basis. We will always do everything within our power to find a solution to remedy the situation, as your satisfaction is so important to us.

    If you wish to raise any concern within 14 days of receiving your order, please use our contact form and provide your order number and a short summary along with pictures. Our dedicated team will get back to you on average within 12 working hours. As per UK law, the goods cannot be returned because they were made according to your specifications or were personalised by you. We may, at our discretion, look into other solutions.

  • Within 30 minutes -We wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team using our contact form. They will be more than happy to help and can offer a full refund.

    After 30 minutes -We handmake every product to order, so as soon as we start production of your items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.