Customer Service

CHOOSING A PRODUCT

Choose a section from the front page of the Online Catalogue eg. Luxury Countrywear. That will show you all the available sub-sections - choose one eg. Barbour and that will show you all the available products. Alternatively you can search from the catalogue front page or click 'search' on the left hand navigation buttons to search for a specific item. Click on the link of your selected item to go to that item's page with a picture, description and price. If you like it, specify the colour and size you would like - then click the 'add to basket' button - and it will be added to your shopping basket.

SHOPPING BASKET

The basket displays all your reserved puchases so far on this visit to the site. If you wish to order more of a certain item type the number in to the quantity box. If you wish to remove an item from the basket click the 'cart' button on the left navigation of any page, select the 'remove' checkbox and click 'update cart'. You may continue shopping in the catalogue, using your basket to store items. To complete your order follow the checkout instructions from the Cart page or click the 'Check Out' button on the left hand navigation at any time.

COMPLAINTS & HOW TO CONTACT US

Any complaints will be handled in a fair and confidential way and we will keep you informed about progress. We will endeavour to respond to complaints within five working days. Your statutory rights will not be affected. Email:

Or write to: FRS Countrywear, Swancote, Bridgnorth, Shropshire, WV15 5HA. For Customer Support & Service telephone: 01746 716665 or Fax: 01746 716578 (Lines open 9am to 6pm GMT). Calls charged at the standard rate.

CANCELLATIONS

You may cancel your order for any reason prior to shipping and we will provide a full refund. Any items cancelled after we have shipped your order will need to be returned to us at your expense before we can refund the value of the items. Returned items must be sent back unused in their original condition.

RETURNS

If an item is sent back unused we will exchange it for another product or provide a refund. Postage will be charged for replacements and the original postage charge is not refundable. If the return is due to an error by us we will pay postage for the replacement items. If goods are returned, within one month, because they are faulty customers will be given a full refund or we will replace the item at no charge (We will pay postage).

PAYMENT

For security we provide only one method of payment. This is by credit card (Mastercard,Visa, Delta or Switch). We do not record or store any credit card numbers, all transactions are dealt with by WorldPay - a secure online payment company using encrypted information on a secure server. Your bank will send us automatic clearance.

DELIVERY

We aim to deliver your purchase quickly and securely at the best price available. All deliveries are 'door-to-door' and will require your signature as proof of delivery.

Within the UK	For £4.00 +VAT (£4.70) we deliver to mainland UK. Orders exceeding £200 (excluding VAT) in value are carriage paid.
Selected EU Countries	Deliveries to France, Germany, Ireland and The Netherlands are sent at a cost of £7.50 + VAT. At todays exchange rates this equals including VAT. Orders over £200 (excluding VAT) in value are carriage paid.
Rest of Europe	All other European deliveries are at a cost of £15.00. At todays exchange rates this equals including VAT.
North America	Deliveries to USA and Canada are at a cost of £15.00. At todays exchange rate this equals . Orders over £300 in value are carriage paid
Rest of the World	Deliveries to anywhere else in the world are charged at £25.00. Please visit Xe.com to convert other currencies
**Please Note**	In certain exceptional circumstances of low value, high weight packages we may not be able to maintain these shipping rates. We will email you with a quotation and will not ship without your acceptance. Please always check that delivery costs are acceptable before proceeding.

 

PRIVACY POLICY

We are committed to protecting your privacy. We will only email or phone you regarding your order and you will not be added to any mailing lists. We will not share your details with anyone - we hate spam too!!

We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your explicit consent. The type of information we will collect about you includes: your name, address, phone number, email address and credit/debit card details. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. Your contact for privacy matters is Ben Turner. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings