Delivery options and Returns
Standard Delivery
UK - We use Royal Mail tracked 24 as standard, we aim to ship same day wherever possible for orders placed before 2pm, free standard shipping for orders over £50 (allow 2-5 working days for delivery)
Oceania - Royal Mail tracked and signed (not suitable for larger orders, please enquire)
Express Delivery
UK - we aim to ship same day wherever possible for order placed before 2pm, choice in checkout of Royal Mail Special or Fedex next day.
EU - choice of courier service in checkout Fedex (allow approx 5-7 days) or DHL (allow approx 3-5 days)
Rest of the World - choice of courier service in checkout Fedex (allow approx 5-7 days) or DHL (allow approx 3-5 days)
Order Cancellations
If you wish to cancel your order, please contact The Feather Factory for a cancellation reference number prior to packing/dispatch of your goods, you will then be entitled to a refund.
If we receive your order cancellation after we have dispatched your goods, then unfortunately you will no longer be able to cancel your order. However, you may be entitled to return the goods to us in accordance with the Returns section below.
Please note if you order bespoke products these cannot be cancelled after work has commenced on their production or returned.
Returns
Goods may be returned within 14 days of receipt for a full refund (excluding carriage, £7.20 for free standard UK delivery or as paid on order).
Please contact us before returning items as unauthorised returns are not permitted.
Items that have been damaged through negligence or use are excluded from this policy. Labels must still be attached and returned in original packaging.
If you are not happy with your order or feel the goods are not to the required standard please contact Customer Services by email at info@thefeatherfactory.co.uk or by phone on 0129733410
Items agreed for return should be sent to: The Feather Factory, The Old Brushworks, Castle Hill, Axminster, Devon, EX13 5PY
Post Brexit Information
We are still shipping to the EU, thank you for your continued custom, we will aim to use the most efficient and effective shipping options available. Please read the following information regarding shipments to the EU.
Following the completion of Brexit, all shipments from the UK to EU countries are now subject to customs clearance.
For customers in EU countries, UK VAT is NOT charged on your order but your local VAT will apply, in addition to any customs clearance charges where applicable. We are not responsible for any charges or delays caused by the local customs clearance process.
For trade customers, please note that UK VAT exemption is no longer applicable. You are not being charged UK VAT but your local VAT will be applied when you import from the UK. For customers who have own EORI number, please inform us of this and we can include in our shipping documents if required. You should be able to claim any VAT back from your local authorities.
When your order is dispatched and arrived in the destination country, you are responsible for the Customs Clearance as required by the local authority under the local regulations.
We will not accept any return of shipment due to customs clearance issues unless authorised by The Feather Factory.
No Re-export to sanctioned countries
The Buyer agrees and undertakes that the goods supplied under this agreement shall not be directly or indirectly exported, re-exported, sold or otherwise transferred to any UK sanctioned country including Russia and Belarus.