Returns Policy
Due to the custom nature of our work, NO returns or exchanges or refunds are accepted at this time.
If a product is faulty in any way, then we will redo it. Please contact us quoting your order number within 7 days of receiving your product, and we will act fast. A customer service representative will explain the process which starts with providing a photo of the fault, along with a clear description of the problem, emailed to our customer care team.
In most cases, remedy action is taken as soon we are clear on the issue via email, usually within in a few hours. If the fault cannot be verified over email, the item may be required to be returned to us for inspection. Please do not send a product back to FDE without contacting a member of our team first, as we may be able to save you the trouble.
We are determined that you should be a happy customer, and we put in huge efforts to produce the best product we can. If it hasn't happened or if you are unsatisfied, please raise your concern so we can fix it and improve.
Futhermore, we cannot accept return of non-faulty goods because the bespoke product has been produced and customized specifically to order, therefore impossible to reuse.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Cancellations:
Within 30 minutes: We will wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
After 30 minutes: we custom make every product and personalize it to order, so as soon as we start production of your bespoke items, we have already invested the materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.
Shipping:
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Upon completion of your order, FDE will ship out your order. FDE does not count weekends or public holidays as production days.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.