Delivery & Returns
Delivery & Returns Information
Online orders are currently dispatched twice a week, usually on Mondays and Thursdays. We are experiencing a high volume of orders and operating with a reduced staff team, so dispatch times may be longer than usual. For further information on our current service please see the Covid-19 update page.
Click & Collect
Our Click & Collect service is currently suspended. If you have an outstanding order to collect please contact [email protected]
Delivery
United Kingdom
UK Standard Shipping via Royal Mail 2nd Class £3.95
The following items are shipped via DHL Express £8.00
- A Way of Life book
- Unframed Limited Edition Prints
- Framed Reproduction Prints
- Large Frames
Limited Edition Framed Artist Prints are shipped via DHL Express £25.00
Europe
Please note: following changes that came into force on January 1st 2021 and new rules post-Brexit, orders to the EU (particularly those exceeding £135) may incur Import Duty and VAT at EU-set rates. The responsibility of import charges falls to the customer, so please check with the local customs office before placing an order. For more information on Import Duty, read our Terms & Conditions page. Read the DHL Customs Clearance Advice page here.
Europe Standard Shipping via DHL £16.00
The following items are shipped at Heavy / Special Item Rate via DHL £24.50
- A Way of Life book
- Unframed Limited Edition Prints
- Framed Reproduction Prints
- Large Frames
Limited Edition Framed Artist Prints are shipped via DHL Express £75.00
Rest of World
Rest of World Standard Shipping via DHL £24.50
Limited Edition Framed Artist Prints are shipped via DHL Express £75.00
** Please note orders sent internationally may be subject to local customs charges, for which the customer is liable, see our Terms & Conditions **
Returns
We hope that you will be happy with your purchase, however if you wish to return your order for any reason you are welcome to do so within 28 days of receipt* for an exchange or refund (*excluding pierced earrings and limited-edition artworks).
Items must be returned in their original packaging, unopened and in saleable condition (except where the item is damaged or faulty).
To return your item
- Before you make your return, you should notify us by email to [email protected] specifying your order number, reason for return, and your name and address.
- Following our confirmation, you can then return your item by post to:
FAO Shop
Kettle's Yard
Castle Street
Cambridge
CB3 0AQ
- Please include your name, address and order number in the package. We advise that you retain proof of postage, as we cannot be held responsible for items lost in transit. If you require an exchange, please include details of the replacement product.
Refunds will be processed within 14 days of receipt of goods. The cost of returning an item must be borne by the customer, and will only be refunded in the case of damaged or faulty items or where an item was sent in error.
Please note that items purchased online cannot be returned in person to the Kettle’s Yard shop.
