Ordering
Q: How do I place an order?
A: Simply browse our Website, add your chosen items to your basket, and proceed to checkout. You will be prompted to enter your delivery details and complete payment via PayPal. You will receive an order acknowledgement email shortly after placing your order.
Q: Can I change or amend my order after placing it?
A: We process orders quickly and may not be able to amend them once placed. Please contact us as soon as possible at support@fikfis.co.uk with your order number if you need to make a change. We will do our best to accommodate your request, but we cannot guarantee changes can be made once an order has been forwarded to our supplier.
Q: Can I cancel my order?
A: If your order has not yet been dispatched, please contact us at support@fikfis.co.uk and we will endeavour to cancel it. If it has already been dispatched, you may return the goods under your 14-day cooling-off right after you receive them. Please see our Order Cancellation and Refund Policy for full details.
Q: Do I need an account to place an order?
A: You can place an order as a guest without creating an account. However, creating an account allows you to track your orders, save your details, and access your order history.
Q: What payment methods do you accept?
A: We accept payments via PayPal, including payments by debit card, credit card, and PayPal balance through the PayPal payment interface.
Delivery
Q: How long will delivery take?
A: Estimated delivery times are 7–30 business days for standard shipping. Exact timescales depend on the product, supplier, and any customs processing. Estimated delivery times are displayed on each product page and at checkout.
Q: Do you deliver outside the UK?
A: We currently deliver to UK addresses only. We do not offer international delivery at this time.
Q: Will I receive a tracking number?
A: Where tracking is available, your tracking number will be included in your dispatch notification email. Please allow 24–72 hours for tracking information to be activated on the carrier's system.
Q: My order has not arrived — what should I do?
A: If your order has not arrived within 35 business days of your order confirmation, please contact us at support@fikfis.co.uk with your order number. We will investigate and either arrange a replacement or issue a full refund.
Q: Why does delivery take longer than I expected?
A: Our products are sourced from international suppliers and shipped to you directly. Delivery times can be affected by international shipping, customs processing, and carrier capacity. We do our best to provide accurate estimates and will notify you of any significant delays.
Q: Why are there customs charges on my delivery?
A: Products may be subject to UK customs duties or import VAT, particularly for higher-value orders. If you receive an unexpected customs charge, please contact us at support@fikfis.co.uk as soon as possible and we will assist you.
Returns and Refunds
Q: What is your returns policy?
A: You have the right to return goods within 14 days of delivery without giving a reason (cooling-off period), and the right to return faulty, damaged, or incorrectly described goods within the timeframes set out in the Consumer Rights Act 2015. Please see our Returns and Refunds Policy and Order Cancellation and Refund Policy for full details.
Q: How do I return an item?
A: Please contact us at support@fikfis.co.uk before returning any item. Include your order number and the reason for return. We will provide you with instructions on how to proceed. Do not return items without first contacting us, as unauthorised returns may not be accepted.
Q: The item I received is faulty or damaged — what do I do?
A: Please contact us at support@fikfis.co.uk as soon as possible with your order number, a description of the issue, and photographs where possible. We will assess your claim and arrange a repair, replacement, or refund in accordance with your rights under the Consumer Rights Act 2015.
Q: I received the wrong item — what should I do?
A: We apologise for any inconvenience. Please contact us at support@fikfis.co.uk within 14 days of delivery with your order number and a description or photograph of the item you received. We will arrange for the correct item to be sent and/or the incorrect item to be returned at our expense.
Q: How long does it take to receive a refund?
A: Once a refund has been approved, we will process it within 14 days. The time it takes for the refund to appear in your account depends on your payment provider, but it is typically 3–10 business days after processing.
Q: Can I return an item if I have changed my mind?
A: Yes, you may return unwanted items within 14 calendar days of delivery (the cooling-off period). Goods must be unused and in their original condition. You will be responsible for the cost of return postage for change of mind returns. Please see our Order Cancellation and Refund Policy.
Products and Safety
Q: Are your products safe to use?
A: FikFis is committed to selling products that comply with applicable UK product safety regulations. We take product safety seriously. If you have a concern about the safety of a product you have purchased, please contact us immediately at support@fikfis.co.uk.
Q: Do your products come with a warranty?
A: Your rights under the Consumer Rights Act 2015 apply to all products purchased from FikFis. This means goods must be of satisfactory quality, fit for purpose, and as described. If any item develops a fault within 6 months of delivery, it is presumed to have been faulty at the time of delivery (unless we can demonstrate otherwise).
Please contact us at support@fikfis.co.uk to discuss any product quality concerns.
Privacy and Data
Q: How do you use my personal data?
A: We use your personal data to process and fulfil your orders, communicate with you about your order, and improve our services. Please see our Privacy Policy at www.fikfis.co.uk/privacy-policy for full details.
Q: How can I request deletion of my personal data?
A: You may request erasure of your personal data by contacting us at support@fikfis.co.uk. We will process your request in accordance with our obligations under UK GDPR and respond within one calendar month. Note that we may need to retain certain data for legal or accounting purposes.
Contact and Complaints
Q: How can I contact FikFis?
A: You can contact our customer support team by email at support@fikfis.co.uk. We aim to respond to all enquiries within 2 business days.
Q: What should I do if I have a complaint?
A: We take all complaints seriously. Please contact us at support@fikfis.co.uk with full details of your complaint. We will acknowledge your complaint promptly and work to resolve it fairly. If you remain dissatisfied after our internal process, you may be able to refer the matter to an Alternative Dispute Resolution (ADR) provider.
Q: Can I leave a review of my purchase?
A: Yes, and we welcome feedback. We may invite you to leave a review following your purchase. All reviews are subject to our review guidelines.