Welcome to The Fernby's FAQ page. We're here to make your shopping experience easy — if you can't find what you need, get in touch and we'll be glad to help.
1. How long will it take to receive my order? Our estimated timelines (Monday to Friday):
- Handling: 1–2 business days
- Transit: 6–8 business days
- Estimated delivery: 7–10 business days
For full details, see our Shipping Policy: [Shipping Policy link].
2. Do you offer free shipping? Yes — every order ships free across the United Kingdom, with no minimum spend. More in our Shipping Policy.
3. Where is The Fernby based? The Fernby is a UK-based online store, shipping to addresses across the United Kingdom.
4. What if I receive a faulty or damaged item? We'll put it right at no cost to you — just contact us within 30 days of delivery. See our Refund Policy.
5. Can I cancel my order after placing it? Yes — we offer a 24-hour cancellation window. Contact us as soon as you can and we'll do our best to stop it before it ships.
6. What is your returns policy? We keep it simple: 30 days from delivery, on unused items in their original condition. Full details here: Refund Policy.
7. When will I get my refund after returning something? Once your return arrives and we've checked it, we issue the refund to your original payment method, usually within 7 business days (your bank may take a little longer to show it).
8. Do you offer any cover on faulty items? Yes — if an item is faulty, we'll replace it at no cost within 30 days of delivery. See our Refund Policy.
9. How can I contact customer support? You can reach us any time by email at info@thefernby.com, or through our Contact page.
10. Do you ship internationally? Not at the moment — we ship within the United Kingdom only.
11. Do you have a physical shop? No, The Fernby is online only. It's how we keep prices fair and our range wide.
12. Can I place a bulk or trade order? Yes — for larger orders, email info@thefernby.com and we'll help with pricing and details.
13. How do exchanges work? Prefer a different size, colour or item? Email us and we'll arrange it — details are in our Refund Policy.
14. How can I track my order? Once your order ships, you can follow it on our tracking page.
Contact
Store Address: 30 Pemberley Chase, Sutton-in-Ashfield, NG17 1LF, United Kingdom
Store Email: info@thefernby.com
Store Phone: +44 115 794 0391
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
We do our best to reply to your email within 1–2 business days.