Frequently Asked Questions
Frequently Asked Questions (FAQ)
Welcome to Feathorne. Below you'll find answers to our most common questions about orders, delivery, returns, and payments. If you need further assistance, our customer support team is here to help.
General Information
Where is Feathorne based? Feathorne is a UK-based online store. We operate exclusively online and do not have a physical retail location. All purchases are made through our official website.
How can I contact you? You can reach our customer support team by emailing us at info@feathorne.com.
Monday to Friday | 09:00 – 17:00 (GMT)
Saturday & Sunday | 10:00 – 16:00 (GMT)
We aim to respond to all enquiries within 24 hours.
Do you offer wholesale or trade accounts? At this time, Feathorne does not offer wholesale or trade purchasing.
Are you hiring? We're always interested in hearing from talented individuals who share our commitment to quality. If you'd like to be considered for future opportunities, please get in touch with your details and area of expertise.
Orders
How will I know my order has been placed successfully? Once your order has been confirmed, you'll receive a confirmation email to the address provided at checkout. If it doesn't arrive, please check your spam or junk folder before contacting us.
Can I amend my order after placing it? If you need to update your contact details or delivery address, please get in touch as soon as possible. Once an order has been processed or dispatched, we cannot guarantee changes can be made.
Can I cancel my order? Cancellation requests must be submitted immediately after placing an order. If your order has already been dispatched, it cannot be cancelled — it will need to be returned in line with our Return & Refund Policy.
Payments
What payment methods do you accept? We accept the following payment methods:
- Visa
- Master
- Apple Pay
- Google Pay
- Shopify Pay
- Maestro
All prices are displayed in GBP (British Pounds Sterling). The full total — including any applicable taxes and shipping fees — will be clearly shown before you complete your purchase.
Is it safe to pay on your website? Yes. Our website uses 128-bit SSL encryption to protect your personal and payment information during every transaction. We are fully PCI DSS compliant. You can verify you're browsing securely by checking for the padlock icon and "https://" in your browser's address bar.
Do you store my payment details? No. Your full payment card details are never accessible to us. All payment processing is handled securely through certified payment providers. We only retain your billing information, shipping information, order details, and the last four digits of your card.
Delivery
Which countries do you ship to? We currently ship throughout the United Kingdom. We are unable to ship to PO Box addresses, military addresses (APO/FPO/DPO), or certain restricted areas.
How long does delivery take? Once your order is placed, here's what to expect:
- Transit Time: 1-2 business days (Monday to Friday)
- Shipping Time: 3-10 business days (Monday to Friday)
- Total Estimated Delivery Time: 4–12 business days
- Order Cut-Off Time: 6:00 PM
- Time Zone: (GMT) Greenwich Mean Time – London
Please note these are estimates and may occasionally be affected by courier delays, seasonal demand, or adverse weather conditions.
How much does shipping cost? We offer free shipping on all orders within the United Kingdom, with no minimum purchase required.
What if my delivery fails or my parcel is returned? If delivery is unsuccessful due to an incorrect address, failed delivery attempts, or an uncollected parcel, the shipment may be returned to us. We will contact you to arrange re-dispatch. Please note that additional shipping costs may apply in such circumstances.
What if my parcel is lost or arrives damaged? If your parcel is lost or arrives damaged, please contact us immediately at info@feathorne.com. We will liaise with the courier and work towards a prompt resolution.
Returns & Refunds
What is your return policy? We offer a 30-day return window. If something isn't right, you have 30 days from the date you received your order to request a return.
To be eligible, items must be:
- Unworn and unwashed
- In their original packaging with all tags attached
- Accompanied by proof of purchase
Items returned without prior authorisation will not be accepted. To initiate a return, please contact us at info@feathorne.com.
Do you offer exchanges? We do not offer direct exchanges. The quickest way to get a different item is to return your original order and place a new one once your return has been accepted.
When will I receive my refund? Once we've received and inspected your return, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Your bank or card provider may require additional time to post the refund.
If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at info@feathorne.com.
What if I receive a faulty or incorrect item? Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately so we can assess the matter and resolve it promptly.
Privacy & Data
How is my personal information used? We collect and process your personal information to fulfil orders, process payments, manage your account, and provide customer support. Your data is never sold or shared with third parties for marketing purposes without your consent. For full details, please refer to our Privacy Policy.
Is my data secure? Yes. We take reasonable measures to protect your information. Our website is SSL-secured and we comply with applicable data protection laws including UK GDPR. You may have the right to access, correct, delete, or transfer your personal data. To exercise your rights, please contact us directly.
Contact
If your question isn't covered here, our team is ready to help.
info@feathorne.com
Monday to Friday | 09:00 – 17:00 (GMT)
Saturday & Sunday | 10:00 – 16:00 (GMT)
We aim to respond to all enquiries within 24 hours.