Customer Service

• Shipping and Delivery
• Privacy and Security
• Returns, Replacements and Cancellations
• Conditions of Sale for Third Party Products
• Payment, Pricing and Promotions
• Viewing Your Order
• Updating Account Information

Shipping and Delivery

Delivery Cost

All items sent to mainland UK will be free from a postage and packaging cost.

Those living in the Channel Islands, Isle of Wight, Isle of Man, Highlands and Hebrides, Northern Ireland, Eire, Europe and the Rest of the World will be subject to a postage and packaging charge.

Delivery cost is calculated according to the total spend of your order. 

Total postage and packaging cost for your order will be calculated at the checkout. 

Please note: we can’t deliver to PO Box addresses and must have a post code for UK addresses. 

We deliver to addresses outside of the UK including BFPO addresses. 

Delivery

Items sent should arrive with you within five working days of you placing your order, if the item is in stock. All of our items are sent via DHL. 

Please note: working days exclude weekends and all Bank Holidays. 

Delivery charges 

Non Mainland Great Britain and including Northern Ireland and Eire

Europe

Less than £100 postage and packaging will costs £20
£100 and over postage and packaging will cost £40

Rest of the World

Less than £100 postage and packaging will costs £25
£100 and over postage and packaging will cost £50

Our Delivery Policy

Providing the items you have ordered are in stock, we will normally send your order to you within five working days.

International orders, including BFPO orders are generally delivered within seven working days.

If you do not receive your order within fourteen working days please contact us via the contact us page.

Whilst we make every effort to deliver goods within such timescales, there may be times when due to circumstances beyond our control, delivery cannot be made within these timescales. We will not be liable for any delay that you may suffer in this regard.

Deliveries are made Monday to Friday 7.30am and 6pm excluding any public holiday or bank holiday.

A working day for deliveries is Monday to Friday between 7.30am and 6pm but excludes any public holiday or bank holiday.

Deliveries of products with a specific launch date will not be delivered before the specific date.

Please ensure your email address is valid as an email will be automatically generated once your order is received.

Choosing a delivery address

You can store any number of different addresses in the "My Account" page, your package can be delivered to wherever is most convenient for you – so don't forget to decide whether you would like your items delivered to your home or work address.

Please note: We cannot deliver to a PO Box address and must have a post code for UK addresses.

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Privacy and Security

Privacy policy

Your privacy is important to us and we comply with the Data Protection Act 1998.

By using the FPA website you automatically accept our privacy policy.

Why we collect information

We collect information from visitors to our website to help us understand how the site is used and to send out information to you when you have requested this.

Information we collect

Anonymous information

We record and store information about all visits made to the FPA website. This information will not identify you; it may include:

• The pages you visit.
• The address of the website which referred you to our site (if applicable).
• The internet domain and IP address from which you access the website.
• The type of browser and operating system you use.

Personal information

If you request information (for example, about fundraising events, library services, training courses) or wish to opt in to email updates or become a member you may need to provide us with personal details such as your email address, name, address or telephone number.

If we give you (or you choose) a username and password to access certain parts of this site, you are responsible for keeping these confidential.

Cookies

A cookie is a small text file stored on your computer. We use cookies in order to remember your settings on our website.

We also use a service called Google Analytics to help us record and analyse how our visitors use our website. Google Analytics uses cookies to record information about your visit to our site, including your IP address. This information is transmitted to and stored by Google.

You can set your web browser to reject cookies if you prefer. You can also delete cookies already stored on your computer. More information about this can be found at www.aboutcookies.org.

What we do with the information we collect

Any anonymous information is used to help us improve our website.

Any personal details you provide will be stored on the FPA database(s) and may be used by us:

• to process and reply to your request for information
• to keep in touch with you by email or post where requested. You may opt out or alter your preferences at any time.

Third parties

The information we collect from our website is for the use of FPA only, unless stated otherwise.

We will never pass your personal information to a third party without your consent, except

• to companies acting on our behalf in performing our normal business
• when obliged to do so by law.

Online donations

Online donations to FPA are handled through the following secure websites:

• JustGiving. For more information please refer to www.justgiving.com and their privacy policy, and terms of service.
• MyDonate. For more information please refer to mydonate.bt.com and their privacy policy, and terms and conditions.

Accessing your personal information

You are entitled to find out if we hold any personal information about you and to access this information. You can ask us to amend and/or delete this information should it not comply with the Data Protection Act. Please email websupport@fpa.org.uk or write to FPA, 50 Featherstone Street, London EC1Y 8QU for more information.

Changes to the FPA privacy policy

We reserve the right to update this privacy policy from time to time. You should make sure you periodically review the policy to make sure it meets your needs.

If you have any questions about our privacy policy or changes we have made please contact websupport@fpa.org.uk

Passwords

Choosing a password 

• For extra security your password should contain both letters and numbers and should be at least six characters long. Placing numbers in the middle of your password is a good tip for security.
• Choose something that you will remember but avoid things like your own name (or initials), date of birth or address as these all make it easier for someone else to guess your password.
• Don't choose a password which is the same as one you use for another website.

Changing your password

You should change your password regularly to help prevent anyone obtaining your password.

Sharing your password 

• To keep your password safe, don’t share your password with anyone else.
• FPA or FPA Direct will never ask you for your password. If anyone claiming to be a representative of FPA or FPA Direct contacts you asking for your password, please contact us immediately.

Your Card Details

For added security, we do not store your card details on this site.

If anyone claiming to be a representative of FPA or FPA Direct contacts you asking for your card details, ignore the email and contact us to report the incident immediately.

If you have any concerns about a transaction you have carried out on this site, please contact us immediately.

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Returns, Replacements and Cancellations

Returns policy

If you need to return an item, then we have made this as straightforward as possible.

Damaged during delivery, defective, incorrectly advertised or not what was ordered

You can return your purchase within 30 days of the date when you received the item for any of the reasons listed above. A full refund will be issued, including any postage costs you incur to return the goods to us, or a replacement at no additional cost.

Unwanted item

If you no longer want your purchase and the package is unopened and the product unused you can return this to within seven days of the date you received the item for a refund. This is inline with the Distance Selling Regulations. As there is no error on our part we will not refund your postage costs. 

Refunds policy 

After we have received the returned goods we will process the returned goods and send you an email to confirm payment back to the credit or debit card you originally paid with. This will be done within five days of receiving the returned goods. 

How to return an item

Any returned items should be returned as soon as possible once you have notified FPA Direct  that you are returning your order.

To return your items please use the contact us page, email fpadirect@fpa.org.uk or call 0845 122 8600.

Please remember, your returned items must be received by us within 14 days of the date on your despatch notice.

Return Postage

If you are returning an item to us because it is faulty or because you have been sent an incorrect item we will arrange collection with DHL and pay the postage.

If you are returning an item for any other reason then you will need to pay the full cost of return postage.

You must contact FPA Direct via the contact us page, email fpadirect@fpa.org.uk or call 0845 122 8600 to arrange a return.

Refunded Money

Refunded money will be refunded to your account as soon as possible after we have received the returned item(s) in their original condition, and no later than 5 days after we have received your returned item(s).

If for some reason we can’t refund your money to your account, refund will be by cheque.

Cancelling your order

You may cancel your order for goods at any time up to time of despatch. You do not need to give a reason for cancelling your order. To cancel your order you should contact FPA Direct via  the contact us page, email fpadirect@fpa.org.uk or call 0845 122 8600.

If you have already received the goods before you cancel the order, you must return the goods at your cost the contact us page, email fpadirect@fpa.org.uk or call 0845 122 8600.

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Conditions of Sale for Third Party Products 

FPA make no representations or warranties about the accuracy, completeness or suitablilty for any purpose of the information contained in the documents and related graphics published in this site; or any of the products of whatever nature, details of which appear on this site.

All such documents and related graphics are provided, and as such products (where ordered) are accepted by customers, "as is" and without warranty of any kind.

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Payment, Pricing and Promotions

Payment methods

We accept the following payment methods: 

• MasterCard
• Visa credit card
• Visa Electron
• UK Maestro
• Solo
• Visa debit card
• PayPal

Please note that some card transactions may require 3-D Secure. Please contact your bank to set this up if required.

Please note: we do not accept cheques or cash via our online shop.

Making your payment online

Follow these tips for making online payments:

Make sure that you enter all your card details carefully.

• Make sure that delivery address is the same as the billing address for the card you are using to pay.
• Keep a note of your order reference number and the merchant ID which appears once your transaction is complete.
• Check that you have received an order confirmation email from us – you should receive this within 24 hours of placing your order.

Once your order transaction is complete, we will send you a confirmation email with details of your order. We recommend that you save and print out this document for your own reference and records.

Pricing and Promotions

Prices and promotions displayed on this website apply to items ordered via the website only and may not necessarily be available placing an order via email, fax or post.

All promotions are available for the stated time period only and are subject to availability.

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Viewing Your Order

You can view recent orders online.

To do this, log in and then visit the My Account page and click on My Orders. You will see that your order history is listed, including order number, date that you placed the order, the total value of the order.

You can use the My Wishlist facility to bookmark items you would like to order at a later date. Please note that adding an item to your wishlist does not reserve it for you.

Updating Account Information 

From time to time you may need to update details on your account such as delivery/billing address. To do this you’ll need to log in and visit the ‘My Account’ page, following the on-screen instructions to make the changes.

Changing your delivery/billing address

To change your delivery or billing address, visit the Account Dashboard and click 'Edit' next to the address that you want to change. Delete the old address details and replace with your new address details, before pressing save to complete the changes.

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