Holiday Customer Service and Deliveries 2020

Christmas is a busy time for you and our warehouse team.  We want to ensure everyone has a very merry and happy festive period, and therefore urge you to read the following. 

We will endeavour to continue providing high level of customer service throughout but we want to highlight the following key points to ensure guaranteed delivery for Christmas. 

Opening times

Our teams need to enjoy the festive break as well, so we will be operating the following reduced service levels during these dates:

21 December	09:30 - 13:00 (GMT)
22  December	9:30 - 13:00 (GMT)
23 December	9:30 - 13:00 (GMT)
24 December (Christmas Eve)	9:30 - 13:00 (GMT)
25 December (Christmas Day)	Bank Holiday - Closed
26 December (Boxing Day)	Bank Holiday - Closed
27 December	Closed
28 December	Closed
29 December	Closed
30 December	Closed
31 December (New Year’s Eve)	Closed
1 January - New Year’s Day	Bank holiday - closed

Our customer support portal will be available as normal for logging any enquiry, with the exception of 25 December - 1 January.  So please bear in mind our responses may take longer than usual, due to our teams operating the above reduced hours.

Normal service will resume from 09:30am (GMT) Monday, 4 January 2020, operating Monday - Friday 09:30 - 17:30 (GMT).

Festive Shipping Dates

• Last order dates for the US and Canada is 17:00 (PST) Tuesday, 08 December 2020

• Last order dates for the rest of the world is 17:00 (PST) Tuesday, 1 December 2020

• Orders placed after this time are not guaranteed delivery before 25 December 2020

Checking Order Status 

If you are worried about orders not being delivered in time for the festive period, please get in touch by logging a query with our customer service desk (click here) so we can check up on this for you.

Returns Policy

Our standard returns policy will apply with the following exceptions

• All items purchased from 1 November 2020 can be returned until 10 January 2020.

• For purchases made after 1 December our standard 30-day return policy will apply.
• International returns e.g. Australia, should use the following address:

 

We do not offer free returns. Any customs duties, local sales taxes and handling charges are non-refundable.

Please be reminded that proof of purchase must be provided for us to process a refund. Any items received in a non-sellable condition will not be accepted.

None of the above terms affect your statutory rights or your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 when goods are faulty or incorrectly supplied. If you have any further questions please refer to our standard returns policy or get in touch by emailing us at support@fourthfloorcreative.co

Exchanges

If you wish to exchange something you have a couple of options:

• Follow the above Returns Policy requesting an exchange by simply returning your order with a note requesting your exchange and the Returns team can swap this over for you, stock allowing.
• If you are in a rush to place a new order online for the replacement item, then return what you don’t want to keep as above. When exchanging in this way, please put your new order number in the box provided on the returns form, and any postage you paid on your new order will be refunded.