Frequently Asked Questions (FAQ)

 

Your website shows prices inclusive and exclusive of VAT. Which price do I pay?

Will I have to pay any other charges, such as tax or duty?

How much are delivery charges?

How long will my order take to reach me?

What if the item I order doesn't fit or I don't like it?

When I try to make payment I get a "Not Authorised" message. What could be wrong?

How do I remove an unwanted item from my shopping cart?

You show 'Fabric Weights' in gsm for some products. What does this mean?

You show prices in several currencies - how accurate is this exchange rate?

Do you ship to countries other than those shown in the checkout process?

 

 

Your website shows prices inclusive and exclusive of VAT. Which price do I pay?

If you are buying goods that will be delivered within the European Union (EU) you will pay the price shown including VAT. Countries in the EU are United Kingdom, France, Germany, Spain, Italy, Austria, Belgium, Denmark, Finland, Greece, Ireland, Netherlands, Sweden, Portugal and Luxembourg. Customers from any other country will pay the price exclusive of VAT but may have to pay some import duty to Customs (see below).

Will I have to pay any other charges, such as tax or duty?

The prices quoted during the checkout process are exactly what you will pay to FRS Countrywear. However, people outside the EU may be liable to pay Import Duty to Customs. This is beyond our control and as such we can make no guarantee of whether you will have to pay or how much it will be. In our experience, the total due tends to work out at just below the rate of VAT (currently 17.5%) but can be slightly lower or higher depending on the country in question and quite often to the type of item you are ordering. We will provide the necessary information and paperwork to your Customs Dept to allow clearance. If you have any doubts about Duty we recommend you contact the Customs office in your home country for more information.

US customers can find more information here

Japanese customers can find more information here

How much are delivery charges?

You can see full details of shipping charges by clicking here

How long will my order take to reach me?

If we have your items in stock your item will generally reach you in two days in the UK and about four days to the rest of the world. If we do not have the item in stock we will attempt to order it in for you and in this case aim to supply your order within 7 days in the UK and 14 days to the rest of the world. Please note that certain suppliers, in particular Barbour, can take up to 14 days to deliver new stock to us. In these instances, we will email you to ask if you can wait and give you the option to cancel the order if you can't.

What if the item I order doesn't fit or I don't like it?

You can use the self-adhesive labels sent with your order to send the item back. We strongly recommend you use recorded delivery, or some other way of proving you shipped the parcel as we accept no liability for items lost in the post. You must include a note of your name, order number and the action required with your return in the spaces provided on the Returns Form. Returns from overseas must be marked clearly with "Returned goods of UK origin" to allow UK Customs clearance. If you do not follow these instructions and Customs charge duty on the return we will reject the parcel and it will be returned to you.

Returns should be addressed to :

FRS Countrywear, Swancote, Bridgnorth, Shropshire, WV15 5HA, UK

Provided we receive it back in saleable condition we will refund you or replace the item with a different size. You will unfortunately have to pay for shipping costs both to return the item and to ship the replacement. You do not have to pay duty again if the item is a replacement. If we have shipped the wrong item or size we will pay all shipping charges to correct the error.

When I try to make payment I get a "Not Authorised" message. What could be wrong?

If you are using a UK issued card the most likely explanation is that the card is expired, has insufficient credit available or is being blocked by your card issuer. You should contact your card company to find out more information. If you are ordering from overseas, particularly the USA, is is probably because your card issuer is blocking overseas transactions. Many card companies now block Customer Not Present (CNP) transactions where the purchase is taking place outside of the country of card issue. You need to inform your card company that you wish to perform a CNP transaction with a UK company and they will remove the block from your card. Your transaction can then be authorised.

How do I remove an unwanted item from my shopping cart?

Firstly, click the 'Cart' button on the left hand side of any page. A page will load showing all the contents of your shopping cart. If you want to completely remove an item select the 'Remove' checkbox for that item and click 'Update Cart'. The page will reload and the item will have been deleted. To decrease/increase the quantity of any item simply edit the quantity shown in the text box and click 'Update Cart'. The page will reload showing the revised quantity. Please note that entering '0' and updating the cart also completley removes the item.

You show 'Fabric Weights' in gsm for some products. What does this mean?

This is the general standard for comparing the weight (or thickness) of fabrics. GSM stands for 'grams per square metre'. In other words, a fabric weight of 260gsm means a piece of that cloth 1m x 1m would weigh 260 grams. Therefore, the higher the gsm number, the heavier and thicker the fabric. White fabrics usually have less weight than colours because they have not been dyed.

 You show prices in several currencies - how accurate is this exchange rate?

The exchange rates are updated daily. The prices shown in your currency may differ slightly to what you actually pay. This depends on the exchange rate used by your credit card company when the convert the GBP price to your currency.

Do you ship to countries other than those shown in the checkout process?

No. We do not ship to countries other than those shown. This is due to the high incidence of fraud. We apologise to genuine customers for the inconvenience but this is not negotiable so please don't waste your time emailing to ask.

If you have a question that is not answered here please email us at

Please note that email address is not 'clickable' to prevent our email address being 'harvested' by SPAM mailing list compilers. We hate SPAM and therefore will not subject you to it either. If you contact us we will not add your email address to any mailing lists unless you explicitly ask us to. We will never share your email address with anyone.