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Shipping, Payments & Returns

Our business hours are 10am-5pm Monday-Friday. Our website: www.fiils.co is open for purchase 24 hours a day, 7 days a week.

Shipping

+ What shipping services do you offer?

We offer four methods of shipping (see below).

+ 48 Hour Tracked £3.95

You will receive your order within two working days Monday-Saturday. If ordered after 2pm on Thursday, your order will arrive on Tuesday. If orders are placed Friday-Sunday, you will receive your order on Wednesday. All orders will be provided with a tracking number.

+ 48 Hour Untracked £2.95

You will receive your order within two working days Monday-Saturday. If ordered after 2pm on Thursday, your order will arrive on Tuesday. If orders are placed Friday-Sunday, you will receive your order on Wednesday. You will not receive a tracking number for this order.

+ Free Shipping

We offer free 48 hour untracked shipping on orders over £25.

+ Scottish Highlands and Channel Islands

Please note orders may take an additional day for delivery.

+ Do you ship internationally?

Not at this moment.

+ Is my order tracked?

As part of our third-party provider service, your parcel will be tracked if you have chosen this option at checkout.

+ How do I track my order?

Once your order has been shipped, you will receive a notification of your tracking number from our delivery company if you have chosen tracked shipping. This will enable you to track your Fiils delivery with our third-party provider. If you have chosen untracked, you can contact us for details of the tracking: hello@fiils.co

+ What third party delivery company do you use?

We use Royal Mail for all UK shipments.

+ What if I’m not in when my parcel arrives?

Our third-party provider will leave a card and a note for you to collect your item at a local office.

Payments

+ What payment methods do you accept?

We accept all major debit and credit cards.

+ What third party payment provider do you use?

Our payment processor is Stripe.

+ What do I do if I receive a payment error upon checkout?

Contact your bank to make sure there are sufficient funds in your account. Verify you are entering the card’s CVV and billing information correctly. If the issue remains, please contact hello@fiils.co.

+ What happens after I place an order?

You will receive an automated email with details of your purchase, unique order number and the time and date it was placed.

+ How do I cancel an order?

Unfortunately, once an order has been put through the system, we are unable to cancel it.

Returns and Exchanges

+ What do I do if I receive a faulty or damaged item?

It is important that you let us know within 24 hours that your item is faulty or damaged. Please contact hello@fiils.co quoting your order number in the subject line. Please give us as much information as possible as to why your item is faulty or damaged so we can investigate properly.

+ Do you offer free returns?

Unfortunately, we don’t offer free returns, unless the item is damaged or faulty.

+ What if I’ve changed my mind?

If you have changed your mind about the product and wish to return it to us unused and in its original packaging, please return it to us within 7 days of receiving. You will need to contact hello@fiils.co for details regarding the return. Please note for items that aren’t faulty or damaged, we do not offer free returns and you will need to pay for the cost of the return.

+ How do I send my return?

Pack your product in its original packaging and attach the returns label. Please post from a post office to retain proof of payment and posting. This is very important to track the parcel, in the event of us not receiving it.

+ When will I get my refund?

We will endeavour to process your refund within 14 days of receiving the item. For items that are faulty or damaged, please note that shipping will be refunded at the standard rate cost and not at any premium rate cost that was paid when the order was placed.

+ Important Notice

We will only be able to offer refunds or exchanges on products that haven’t been used and are in their original unopened packaging unless faulty or damaged. Please see Section 7 in our Terms and Conditions for more details.