FAQ's

1. Do I have to register on website to place an order?

Not necessarily, you can also place an order by proceeding as a Guest Customer however, we recommend you to Register yourself and Sign In for easy tracking of your orders and activities/Wish list.

2. What are the grounds on which an order can be declined?

A. If there is not enough balance in customer’s Bank account

B. If due to any discrepancy in information provided during placing an order card is not being authorized by the bank

3. How do I track the shipping status of my order?

Once your order is dispatched, you will receive a Shipping confirmation e-mail which includes a Royal Mail Tracking Reference number. Request you to go to page https://www.royalmail.com/track-your-item#/ to check the status of your parcel with the reference number given.

4. Will I receive any order confirmation?

As soon as we shall receive your order and its payment confirmation from the bank, you will immediately receive an auto generated email confirming that your order has been received and accepted.

5. What to do if I forget my password?

Please use the Forgot My Password link on Sign in page of our web site. You will receive an e-mail with the new password on your registered e-mail address.

6. What to do If I forget my user name?

The user name for the website is your registered e-mail address. In case you forget the e-mail address with which you have registered, please write us an email at customercare@fairnessco.com and we will sort out the details for you.

7. Is there any risk of security on website to make payment by using debit or credit card?

No there is no risk involved as it is the Barclays Bank which is handling all the transactions and payments of orders made on our web site. As soon as the customer selects items to buy, the site automatically redirects to the secure payment gateway of Barclays Bank.

8 What are the types of cards you accept for payment?

We accept payment from all valid Debit and Credit cards.

9. Will there be any custom charges to be paid?

Yes, in some countries you may be asked to pay the custom duty depending upon the law of your country.

10. When will my credit or debit card be charged?

Your card will automatically be charged as soon as you will pay for your order.

11. Can I change or cancel my order?

The orders are processed by 1PM GMT every day.

In case you want to change the items OR cancel your order notify us at customercare@fairnessco.com before the orders have been processed from our end.

In case for any reason you couldn’t do that and your order has already got processed and reached you, we request you to contact us through email and provide a proper justification for cancelling the order and we will help you on the next steps.

12. Can a copy of my previous invoice or order be obtained?

Yes definitely. If you are a registered order, login with your email and password and go to My orders under My Account. You can find all your previous orders in the My Order’s section on our website and You can also take a print out the invoices.

13. If my order gets lost, stolen or damaged during shipment what should I do?

In case of lost or stolen orders, please report your complaint within 2 working days after estimated delivery time.

In case your product is damaged during shipment or transit, please report to us immediately on the same day you receive them. You can request for a replacement or cancellation and take full refund.

14. How much time does it take to deliver the products?

The duration to deliver the products depends on your location

1.For UK estimated time for Standard delivery is 2-3 working days.

2.For Europe estimated time for Delivery is 4- 6 working days.

3.For Rest of World estimated time for Delivery is 7 to 9 working days.

15.If I receive wrong products what should I do?

If the products are in resalable condition and have the original packaging, we exchange the products easily and happily.

If a mistake is made from our side or you were not informed before we sent you an alternative product, we will do shipping at our cost. In case you change your mind about a product you must pay shipping charge again.

- Please e-mail us at customercare@fairnessco.com with the Product Image and Invoice details for our reference before sending any products back.

- Once we receive the product in their original packaging and unused we will either replace the product subject to stock availability or refund the amount.

16. What about Product Warranty?

If any product comes with manufacturer warranty, then that should be sent directly to the manufacturer for the claim of warranty. We are happy to tell you that we will bear the postage cost of sending and receiving that product. Please keep the complete packaging as well as the proof of purchase to claim any warranties from the manufacturers. To avoid any postage cost, you can bring the faulty product back to our Pekham Store, London for an immediate replacement, subject to stock availability. Note: Manufacturer warranty is the warranty which is offered by the manufacturer, not by the seller.

17. What is your shipping cost?

We charge as per the standard Royal mail shipping rates. Shipping charges for orders depends upon your location and weight of the products.

For UK

We have Standard Royal Mail Tracked parcel service which is usually delivered in 3-4 business days. For UK parcels we charge £2.99 for 1st item in the cart and charges of .99p will be added for every additional product. We also offer free Shipping for orders above £49 (Applicable only for UK Region) however there is a cap of 4kg product weight. If the total product weight goes beyond 4kg there would be an addition of £4.99 for every 2kg weight.

For Europe

Cost for parcels shipped to European countries are calculated based on total product weight and number of parcels (A Maximum of 2kg is allowed for each parcel)

Refer to the Shipping Rate page to understand the postage cost of your parcel. Estimated time for Delivery is 5-7 working days.

For Rest of the World

Cost for parcels shipped to Rest of the World are calculated based on total product weight and number of parcels (A Maximum of 2kg is allowed for each parcel).

Refer to the Shipping Rate page to understand the postage cost of your parcel. Estimated time for Delivery is 8-10 working days.

18. What is the estimated delivery time?

All UK Orders

Our orders are sent via Royal Mail /Courier and are normally delivered within 3 to 4 working days. Please note that this is not guaranteed and some parcels can take slightly longer due to bank holidays, or postal delays, especially during busy periods such as Christmas.

Outside the UK

Our international orders are normally shipped via Royal Mail to the destination country and then via your local postal service. Within Europe orders normally arrive within 5-7 working days, to the USA and rest of the world between 8-10 working days. Sometimes International Parcels may also be delayed by customs procedures as customs duty may need to be paid before your parcel can be delivered in some non-EU countries.

Please note that we cannot be held responsible for items delayed in the postal system as this is beyond our control.

19. How can I make a query, complaint?

You can send all your queries and complaints to our customer service team at customercare@fairnessco.com .

20. Is VAT included in the price of products?

Yes, all prices include the VAT.