Customer service

Customer service

 
 

Delivery information

Once payment has been received we aim to ship your order within 2 working days. Please allow 3 – 5 days for delivery once your order has been dispatched.

Working days are Monday – Friday (excluding bank holidays and public holidays)

Our standard UK shipping charge is £3.15 using Royal Mail. For expedited shipping the charge is £6.95.

We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.

Signed for deliveries must be received in person at the delivery address, and a signature must be provided.

Return policy and Refunds

Returns

We understand that from time to time you may wish to return a product to us. You may return any unopened and unused products within 14 days for a full refund. If the return is as a result of our error we will pay the return shipping costs.

If you need to return an item simply contact us, and then send the product to us quoting your order number.

Products should be returned by Royal Mail Signed For delivery to Suite 60, 123 Stratford Road, Shirley, Solihull, West Midlands, B90 3ND.

If you are cancelling your order because you have changed your mind, please note that you will be responsible for paying postage costs associated with returns under this policy.

This does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

Exclusions

Please note that we can accept returned goods for;

(a)    any product made to your specification;

(b)    any product made to order;

(c)    any product personalised or adapted for you; or

(d)    gift vouchers.

Refunds

We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

You should expect money to be refunded using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

Terms and conditions of sale

These terms and conditions shall govern the sale and purchase of products through our website. You will be asked to give your express agreement to these terms and conditions before you place an order on our website.

This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

Order process

To enter into a contract through our website to purchase products from us, the following steps must be taken: you must add the products you wish to purchase to your shopping cart, and then proceed to the checkout; you must select your preferred method of delivery and confirm your order and your consent to the terms of this document; you will be transferred to our payment service provider’s website, and our payment service provider will handle your payment; we will then send you an initial acknowledgement; and once we have checked whether we are able to meet your order, we will either send you an order confirmation (at which point your order will become a binding contract) or we will confirm by email that we are unable to meet your order.

You will have the opportunity to identify and correct input errors prior to making your order by emailing us at support@forteen.co.uk.

Products

We may periodically change the products available on our website, and we do not undertake to continue to supply any particular product or type of product.

Prices

Our prices are quoted on our website and are inclusive of VAT.

In addition to the price of the products, you will have to pay a delivery charge, which will be notified to you before the contract of sale comes into force.

Payments

You must, during the checkout process, pay the prices of the products you order using the payment options provided.

Deliveries

Our policies and procedures relating to the delivery of products are set out in in our delivery policy document.

Order cancellation

We may cancel a contract under these terms and conditions immediately, if:

(a)    you fail to pay, on time and in full, any amount due to us under that contract; or

(b)    you commit any breach of that contract.

You may cancel a contract under these terms and conditions immediately, if we commit any breach of that contract.

If an order is cancelled

(a)    we will cease to have any obligation to deliver products which are undelivered at the date of cancellation;

(b)    you will continue to have an obligation where applicable to pay for products which have been delivered at the date of cancellation (without prejudice to any right we may have to recover the products); and

Entire agreement

These terms and conditions, together with our delivery policy and our returns policy, shall constitute the entire agreement between you and us in relation to the sale and purchase of our products and shall supersede all previous agreements between you and us in relation to the sale and purchase of our products.

Law and jurisdiction

These terms and conditions shall be governed by and construed in accordance with English law.

Any disputes relating to these terms and conditions shall be subject to the non-exclusive jurisdiction of the courts of England. 

Statutory and regulatory disclosures

We will not file a copy of these terms and conditions specifically in relation to each user or customer and, if we update these terms and conditions, the version to which you originally agreed will no longer be available on our website. We recommend that you consider saving a copy of these terms and conditions for future reference.

These terms and conditions are available in the English language only.

Limitations and exclusions of liability

Nothing in these terms and conditions will:

(a)    limit or exclude any liability for death or personal injury resulting from negligence;

(b)    limit or exclude any liability for fraud or fraudulent misrepresentation;

(c)    limit any liabilities in any way that is not permitted under applicable law; or

(d)    exclude any liabilities that may not be excluded under applicable law,

and, if you are a consumer, your statutory rights will not be excluded or limited by these terms and conditions, except to the extent permitted by law.

Our details

This website is owned and operated by Hipsley Green Aromatherapy Ltd, trading as Forteen.

We are registered in England and Wales under registration number 10253780, and our registered office is at Suite 60, 123 Stratford Road, Shirley, Solihull, West Midlands, B90 3ND.

You can contact us:

(a)    by post, using the postal address given above;

(b)    using our website contact form;

(c)    by telephone,

(d)    by email, using the email address published on our website

Complaints

If you have any complaints please contact us on 07577 893205 or email us via our contact form in the first instance. If you feel that we have been unable to resolve your complaint you can contact the European ODR Platform (Online Dispute Resolution) or use an Alternative Dispute Resolution (ADR) service, such as The Retail Ombudsman

Hipsley Green