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Customer Service

Our view is that every customer should receive the highest possible customer service experience.  Please call 01491 671938 or 01491 671199 for any queries regarding your order and we will be pleased to help you. Alternatively email enquiries@fieldandhawken.co.uk

SHIPPING & DELIVERY

*FREE STANDARD DELIVERY ON ALL UK ORDERS OVER £100.00*


Price Band Economy (2-3 days)  
£0.00 to £100.00 £6.95  
£100.00 and above FREE  
     
     
   

 

 

Standard : This service is a 2-3 day 'weekday' only service. The delivery will occur within the 2-3 day timeframe however specific days cannot be guarenteed, full tracking information will however be supplied. We will notify you of items that are out of stock at the earliest opportunity.

Expedited: Please contact us for more information on Expedited Shipping. 

Saturday : We can offer Saturday deliveries by arrangement. Please contact us for a quote.

Delivery times are not guaranteed and should the delivery be delayed by factors beyond our control, we will notify you at the earliest opportunity.

If your delivery courier is DPD, they will notify you on the morning of delivery with an hour time slot in when they will arrive. Please check your emails for this notification. If you need to add any special instructions or change a delivery address, you can request this via your confirmation email from DPD. If there are any other queries or questions, please contact DPD directly on 08450702477 and have your Tracking ID (Consignment Number) to hand. This is normally a 10-digit number.

If your delivery courier is Tuffnells, they will send you an email with a tracking link the day before delivery. This means you will be able to see when the driver is out to deliver. Please check your emails for this notification.

Some of our smaller products are sent out via Hermes. If your delivery courier is Hermes, you will receive a tracking link to your email address. You will then be able to see where your parcel is and when it arrives in your local depot. As soon as your parcel arrives to your local depot, it should be out for delivery the next day or the day after. 

For our sets and assembled goods we will palletise it in order for that it is safely delivered - the palletised courier will leave kerbside.

RETURNS & REPLACEMENTS

We want all our customers to be happy and if you do have a genuine problem with quality or damage to any items that you have received, we want to know about it. If damage has been caused while in transit to you, please keep all packaging and the damaged item and inform us immediately; we will then be able to take the matter up with our carrier and make sure a replacement is despatched to you. The carrier will be under instruction to collect the damaged item for return to us. If any of the goods have been used, or are not available for collection, in certain circumstances we will not be able to replace them.

ISSUES OF QUALITY: Contact our customer service department outlining your quality issues. This will provide us with an opportunity to investigate, and in some circumstances we may ask you to return the item to help us with our investigation. If necessary, we will arrange a replacement or refund. In all circumstances, complaints of quality or damage will only be entertained up to a maximum of 30 days after date of delivery.

We ask that you check your delivered items within 24 hours of delivery and note any damage at the time of delivery.  Please email us at claims@fieldandhawken.co.uk with details (pictures where possible) of the damage and we will resolve in the best way possible for both parties. 

For any collections, with the exception of Hermes, the company will deal with the Returns Label so all you will need to do is sufficiently package the returns goods ready for collection. If a collection is missed and you need to rebook another collection through us, there will be an extra charge for this. 

WEBSITE USE

This website is provided by on an "as is" and "as available" basis. We make no representations or warranties of any kind, express or implied, as to the operation of this website or the information, content, materials, or products for sale on this website. You expressly agree that your use of this website is at your own risk.

To the full extent permitted by the applicable law, we disclaim all warranties, express or implied, including, but not limited to, implied warranties of merchantability, satisfactory quality and fitness for a particular purpose. We do not warrant that this website, its servers, or e-mails which may be sent from us are free of viruses or other harmful components. We will not be liable for any damages of any kind arising from the use of this website, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.

Certain laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you may have additional rights.

Our entire liability under or in connection with this agreement, your order, the goods supplied or otherwise shall not exceed the value of your total payments to us.

Nothing in this agreement shall serve to exclude or limit our liability in respect of death or personal injury caused by our negligence.

We reserve the right to terminate this agreement immediately on notice to you in the event that you are deemed to be in material breach of any term of this agreement.

PAYMENT, PRICING & PROMOTIONS

(1) Payment shall be made by you for all monies owed to us in respect of orders placed on this Website ("Payment").

(2) Payment shall be made on order and is acceptable by cheque or all major credit and debit cards: (Switch, Mastercard, Visa). Cheques and Postal Orders should be made payable to Field and Hawken Ltd and crossed "payee only".

CANCELLATIONS

(1) In certain circumstances, you may have the right to withdraw from the contract without penalty and without the need to give us any reason, at any time during a period of seven working days (Monday to Friday inclusive) which in the case of goods shall begin from the day after the day of receipt of the goods by you and in the case of services, from the day after the day of conclusion of the contract.

(2) For your convenience, we will notify you as to whether you have a right to withdraw in respect of any of the products on the order form.

(3) We agree to reimburse you, free of charge, within 30 days of notification of withdrawal, the purchase price you paid for the goods or services, although we do reserve the right to charge you for the cost of returning any goods (which shall be by deduction from the purchase price). You have the right to cancel up until midday on the day of despatch without incurring any additional charges for return of goods.

(4) This right of withdrawal shall not apply, in any event, in the following circumstances:

to services if performance of the contract has begun with your agreement, before the end of the seven working day period; or 
to any goods made to your specification or personalised at your request.