How to Shop/FAQs

“Established by Paul Wolfenden in February 2009, The Fair Trade Store is a well established UK online retailer, where you can shop conveniently, safely and securely 24/7.

As the owner, I offer FREE delivery via Royal Mail to all UK addresses, a full refund policy and a personal, friendly service.

Below, you will find a reassuring “Customer Service Guarantee” and a FAQs section which should answer any questions you may have.

Thank you for visiting the website.

Happy shopping!”

Paul

Customer Service Guarantee

As part of your customer service guarantee, you are offered:

  • Free postage to all UK delivery addresses

  • Speedy despatch by Royal Mail 2nd Class

  • Competitive prices – I constantly monitor prices online and react

  • A 30 day “no quibble” money back guarantee on your purchases if you change your mind

  • All products are quality guaranteed for 12 months (except toiletries)

  • Customer service – Open Monday – Friday, 9.00am – 8.00pm. Simply call 01704 569111 or email us.
  • Trading in the UK since February 2009, with secure online payment

  • We comply with the The Consumer Protection (Distance Selling) Regulations 2000

FAQs

Either online via our website, or by email, telephone or post.

If an item appears on our website you can confidently assume that it is in stock. If for any reason this is not the case, we will notify you immediately by email. You will be promptly issued with a full refund if you have ordered and paid for an out-of-stock item.

This website has state-of-the-art security features so you can shop with confidence.
We take online payment from most debit and credit cards, or you can shop using PayPal and other payment options which are clearly indicated.

By email, telephone, or post:

Simply contact me with the product code, description and the quantities you would like. I will then confirm the value of the order and take your name and delivery address details.

You can then send a cheque or postal order made payable to The Fair Trade Store. Once this has been cleared by the bank, your items will be posted out to you.

Or, you can use PayPal, when an invoice will be emailed to you, significantly speeding up the payment process. (You do not actually need a PayPal account yourself to take advantage of this option.)

Please note, I am not able to process debit or credit card payments over the telephone.

The website is PCI DSS compliant (Worldpay), which is the Payment Card Industry Data Security Standard.

You should receive your delivery within 3-7 working days from placing your online order.

I will always let you know by email that your order is being dealt with and also when it’s gone in the post – so you won’t be kept in the dark! However, please allow up to 7 working days before you make contact with any issues.

Deliveries are made by Royal Mail from Monday to Saturday between 7am and 3pm.

We offer free delivery to UK addresses only.

The free delivery offer is for orders placed via our website Checkout. Any orders managed manually, outside of the website Checkout, will attract the appropriate delivery charge.

Your order will be delivered via Royal Mail, using their 2nd Class service. (For certain heavier packages, Parcel Force will be used.)

You will not need to sign for receipt of your delivery, but if you are out and the item is too large to post through your letterbox and/or a neighbour is not available to take delivery, Royal Mail will leave instructions with you in these circumstances, making it clear what action you need to take, via a red and white “Something for you” card. This card will explain that you can either arrange a re-delivery, or you can collect your packet or parcel from your nearest Royal Mail Local Delivery Office (or local Post Office).

A handy number to call is 0345 605 0767 – for details of where your local Royal Mail office is located. Arrange redelivery at royalmail.com/receiving-mail/redelivery

Want to have your order delivered to a different address? Perhaps you work, or would like your gifts sending direct to a friend or family member?
No problem! Simply use the box provided at the checkout to confirm the details. It may be worthwhile providing a workplace address for delivery if this is more convenient for you and you are away from your home address during weekdays. But please note: you may need to check with your workplace regarding their ability/policy on accepting such packages.

I always request a “Proof of Postage” document from the Post Office for each order sent out to customers and these are kept on file in case of a query.

Yes, the checkout process allows you to write a message to communicate any special requirements you may have, such as “leave with neighbour” or “leave in porch” etc.

Yes, I most certainly do.

The online shop only allows orders to be processed for customers with delivery addresses within the UK – England, Scotland, Wales and Northern Ireland and including The Isle of Man, The Isle of Wight and The Channel Islands.

However, I have many satisfied customers from within the European Union, North America, Australia etc and am keen to develop business further afield. So, wherever you are, please use the contact us page to get in touch with your requirements and I can discuss putting together a personalised quote for you.

Payment in any currency can easily be processed using Pay Pal.

I welcome all new business opportunities and will go out of my way to meet your requirements wherever you are in the world. Please ask for details.

Yes, of course you can – and it’s simple & quick!

I understand this may occasionally happen and you certainly have the right to change your mind if you decide you no longer want a product you have ordered. This is where the 30 Day, “No Quibble” Money Back Guarantee comes in.

You must notify me of your intentions within 30 days of your initial receipt of the goods. I will then agree with you what action to take, including the opportunity to exchange your unwanted product for another item. (Please use the contact us page to get in touch. This page also includes the address to send your returns.)

Refunds:

You will need to return the good(s) promptly. All items must be unused and resaleable. Please include any packaging and a copy of the receipt. After satisfactory inspection, I will then provide a refund, but not for the postage cost you have incurred in returning the good(s).

Any refunds will be promptly actioned once the unwanted item(s) is received back, in accordance with these terms and certainly within a maximum of 7 days. The refund will be actioned via your original payment method.

Exchanges:

In the case of exchanges, a re-delivery charge at Royal Mail’s 2nd Class rate will apply.

Please note: until the goods are safely received back, you are responsible if the goods are lost, damaged or destroyed – the item is your responsibility until it reaches The Fair Trade Store.

I can not be held responsible for returns that are lost in transit – I can’t process a refund or exchange for an item I don’t get back! For your own protection, you are strongly advised to request a Proof of Postage receipt (available free of charge) at Post Office counters when returning the item, or you may wish to select a delivery method that insures you for the value of goods that you are returning.

Because I value your custom, the above policy goes beyond your statutory rights under The Consumer Protection (Distance Selling) Regulations 2000.

Please note: Due to health and hygiene reasons, I will not refund or exchange earrings, body care or toiletry items, unless they are incorrect, faulty or damaged. This is to protect the well-being of all customers.

I apologise if, in rare circumstances, this should ever happen.

All products are hand checked before despatch and carefully wrapped for protection. However, if you feel you have a problem you can rest assure I will resolve things to your complete satisfaction.

I will do everything I can to make sure you are happy with both your purchase and the back-up service you receive. After all, I want you to shop with us again in the future! This is all part of the Customer Service Guarantee. Again, please get in touch using the Contact Us page.

Once I have had a chance to assess things, I will discuss with you whether you would like a replacement and this will be re-sent without any further delivery cost to you.

If this is not what you would like, then the policy is to refund you the cost of the item and the return postage you have incurred, up to the value of Royal Mail 2nd Class postage. The refund will be actioned via your original payment method.

Please note: As most of the products we sell are hand crafted, often using recycled and/or natural materials, there may be slight variations from the actual images shown and the dimensions quoted. This does not mean that the product is faulty or damaged. In fact, we feel that this makes each item unique and even more special.

Fair Trade products are individually made by local artisans in the developing world using traditional techniques. They are not the mass-produced items most of us are used to, so please bear this in mind when assessing the quality and appearance of each product.

I care about the environment. As such, I use recycled or sustainably produced materials as much as possible.

I also re-use packaging sent by our suppliers. Therefore, don’t be alarmed if it looks like your package has been used before – it probably has and you can feel good that between us we are doing our bit for the environment! However, what’s inside your package will be attractively wrapped and presented – I am confident you will be impressed!

Any packaging handled that can’t be re-used is sent for recycling.

Shopping online and using a home delivery service can result in lower carbon emissions as one van makes several deliveries in one journey, unlike a trip to the shops, where it’s often one car per shopper and you have to think about petrol costs and parking charges.

I use Royal Mail, who are still one of the greenest options for deliveries. They continue to put environmental issues at the top of their business agenda, have a clear environmental policy and targets for reducing CO2 emissions.

If you have any further questions that have not been answered here, please contact us. I will get straight back to you – Paul.