Returns & Cancellations

We hope you are happy with your purchases. However, if for any reason you have a problem, please email us as soon as possible. We are passionate about our customer services, and will do everything we can to assist you, and rectify any problems you may have. 

Returns Policy:

In the unlikely event that you are unhappy with your order, please please please contact us first, email orders@firwelcrafts.co.uk.  We have a 30 day return policy. If 30 days have passed since you received your item, we are unable to offer you a refund.    For an eligible return, your item must be unused and in the same condition that you received it. If the item is simply not required, then it is your responsibility to cover the cost of postage, for your own piece of mind, please use a tracked service.  We also require the original packaging to be used for return.  When you return your item we will require a proof of postage.  Please include the order number which you will find on your original emails confirming your order.  Please return to:- Firwel Crafts, 14 Boscoppa Close, Mount Ambrose, Cornwall, TR15 1NT

 

Refunds 

Once your return is received and inspected, we will send you an email you to inform you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If approved your refund will be processed through Pay Pal (or Bank Transfer if you paid via that method) You should receive a notification of refund through Pay Pal or if Bank Transfer - we will notify you direct to request your details.

 

Exchanges

Unfortunately we are unable to accept exchanges. 

 

Damaged in transit

Damages are very rare as we pack our items extremely well, if an item does arrive damaged, please let us know straight away, email us on orders@firwelcrafts.co.uk and we will require a photo of the damage, and the outer packaging.  Please ensure you keep the packaging as you may need it to send the item back to us.

Cancellation Policy:

Under the Consumer Protection (distance selling regulations), you have up to 7 working days after you have received your delivery to cancel your order in writing.

THE ABOVE POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR DAMAGED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING REGULATIONS).