Delivery & Returns
DELIVERIES
We aim to dispatch your purchase within 4 working days of receiving payment.
Caï Fahrel offers free shipping with all UK orders using Royal Mail and Evri; both tracked and signed for. Deliveries to the USA are usually sent by UPS.
European shipments are usually sent by DPD. You will be contacted by Caï Fahrel to pre-pay your Customs & Duty charge before shipment. This helps to speed up delivery, avoid delays at Customs and is also more cost effective than paying at the other end. You are welcome to contact me for a quote pre-purchase.
On occasion, for example if you live in a "remote area" there may be an extra shipping charge.
This can also occur since the shipping rates for International orders are fluctuating a lot in recent years.
In this case you will be informed and can decide if the extra charge suits you to pay it, or if you prefer you will be offered a refund on your order.
Please email in advance to make us aware if your delivery is urgent.
RETURNS
We always hope that you are pleased with your purchase but in the unlikely event that a product isn’t quite right and you are not fully satisfied with your purchase, please send it back to us within 14 days of delivery with proof of purchase. We require to be notified of a return prior to dispatch.
We are happy to refund or exchange if the product is returned in perfect condition and where possible still with original packaging and tags, however, we are unable to return the delivery charge unless your entire order was faulty or incorrect.
You will be notified via email once your return/exchange has been received & processed. All successfully returned items will be exchanged or refunded via the original payment method. In the case of a refund, we do not refund delivery costs, unless the product is faulty.
We are not liable for lost return packages. Therefore we recommend that you obtain proof of postage in case the package fails to reach us. We strongly advise you to insure the package in case it is damaged in transport.
When returning your item, please include your name, address, email address & order confirmation.
Once received we will inspect the items and if their condition matches our requirements, a refund will be made through the same method of payment.
FAULTY ITEMS
If you receive an item that is damaged or faulty please notify us within 2 days of receipt of goods.
We require the customer to include photographs of the damage. We will always endeavour that your items are packaged well but if the items are damaged in transit, we promise we will do everything we can to rectify the problem with an option of a full refund or exchange.
