FAQ
Shipping & Delivery
1. Where do you ship?
We currently ship within the United Kingdom only.
2. Do you offer free shipping?
Yes, we offer free shipping on all orders with no minimum purchase required.
3. How long does delivery take?
Orders are processed within 1–2 business days, and delivery typically takes 3–5 business days after dispatch.
4. What is the order cut-off time?
Orders placed before 3:00 PM (GMT) are processed the same business day. Orders placed after this time are processed the next working day.
5. Which courier do you use?
We use Royal Mail for all deliveries.
6. Will I receive tracking information?
Yes, once your order is dispatched, you will receive a confirmation email with tracking details. Tracking may take up to 24 hours to update.
7. What if my order hasn’t arrived?
If your order has not arrived within the expected timeframe, please contact us at info@thefeathers.shop and we will investigate.
Delivery Issues
8. What happens if my parcel is returned?
If your parcel is returned due to non-collection, refusal, or an incorrect address, additional shipping charges may apply for re-delivery.
9. What should I do if my parcel is lost?
Please contact us within 7 days of the expected delivery date. We will open an investigation with Royal Mail. If confirmed lost, we will offer a replacement or full refund.
10. Can delays happen?
Yes, delays may occur due to factors outside our control such as weather conditions, industrial action, or high seasonal demand.
11. Can I change my delivery address after ordering?
Please contact us as soon as possible. Changes may not be possible once the order has been dispatched.
Payments
12. What payment methods do you accept?
We accept: Visa, Mastercard, American Express (AMEX), Discover, JCB, Diners Club, and Maestro.
13. Is my payment secure?
Yes, all payments are processed securely using SSL encryption and PCI-DSS compliant systems. We do not store your payment details.
14. When is payment taken?
Payment is processed immediately upon order confirmation.
15. What currency do you use?
All prices are listed in British Pounds (GBP £), and taxes are included.
Returns & Refunds
16. What is your return policy?
We offer a 30-day return policy from the date you receive your item.
17. What conditions must items meet for return?
Items must be unused, unworn, in original packaging with tags, and accompanied by proof of purchase.
18. How do I start a return?
Email us at to initiate a return.
19. Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
20. Are there any items that cannot be returned?
Yes, sale items and gift cards are non-returnable.
21. How long does it take to receive a refund?
Refunds are processed within 10 business days after approval. Your bank may take additional time to complete the transaction.
Exchanges & Cancellations
22. Do you offer exchanges?
Yes, the quickest way is to return the item and place a new order once your return is accepted.
23. Can I cancel my order?
Orders can be cancelled within 24 hours free of charge. If already shipped, you will need to follow the return process.
24. Can I modify my order?
Order changes must be requested within 2 hours of placing your order. Changes are not possible after this time.
Contact & Returns Address
25. How can I contact you?
You can email us at: info@thefeathers.shop