Delivery & Returns


www.theFITCO.com only delivers to the UK.

Our delivery prices are as follows, please note these are subject to change:

  • DPD: 3-5 Days (09:00 – 18:00) £3.99 (Free for Orders over £75)
  • DPD: Next Day (09:00 – 18:00) £6.99
  • DPD: Next Day (Pre-12:00) £7.99

All products purchased from the website are made pursuant to a shipment contract. This means that the risk of loss for such products will pass to you when we deliver your product(s) to the address you gave us or you (on, in limited circumstances, a carrier organised by you) collects the product(s) from us. You will be responsible for the product(s) once they are in your physical possession or once they have been delivered in accordance with the delivery instructions.

If you have received confirmation of shipping but your products have not arrived, please ensure that you have allowed sufficient time according to the estimated delivery times provided to you on your Shipping Confirmation Email.


DPD: 3-5 Days (09:00 – 18:00) £3.99 (Free for Orders over £75)

We aim to have your order with you within five (5) working days after despatch, signature is required unless notified otherwise. This service includes the United Kingdom Mainland, Northern Ireland, Scottish Highlands and Islands. This service includes Saturday deliveries where possible.

Where delivery is not possible, DPD provide alternative locations for delivery which you will be informed once the order has been despatched.

Deliveries to the Isle of Man may also be subject to delays due to Customs checks.


DPD: Next Day (09:00 – 18:00) £6.99

If we receive your order by 2.00pm (GMT / BST), on a working day (Monday – Friday), we will dispatch your order the same day. Delivery should take place the following working day, although deliveries to the Scottish Highlands and Islands may take longer. This service includes Saturday deliveries where possible.

Where delivery is not possible, DPD provide alternative locations for delivery which you will be informed once the order has been despatched.

Deliveries to the Isle of Man may also be subject to delays due to Customs checks.


DPD: Next Day (Pre-12:00) £7.99

If we receive your order by 2.00pm (GMT / BST), on a working day (Monday – Friday), we will dispatch your order the same day. Delivery should take place the following working day, although deliveries to the Scottish Highlands and Islands may take longer. This service includes Saturday deliveries where possible.

Where delivery is not possible, DPD provide alternative locations for delivery which you will be informed once the order has been despatched.

Deliveries to the Isle of Man may also be subject to delays due to Customs checks.


Out of Stock / Pre-Orders

We will always endeavour to deliver your order to you within 30 days. However, in certain circumstances e.g. pre-orders, delivery may take longer than this. We will advise you of our estimated delivery timescales as soon as reasonably possible.

Delivery in the Scottish Highlands and Islands to the following postcodes: AB, DD8-11, KW15-17, ZE1-99, GY1-99, JE1-99, PA20-23,25-32,34-35,37,39-40, PH50, HS9-99, KA27,28, PH 15, PH 16, PA41-49, PA60-75, PA77-78, PA62-74, PA76, PH41(2),42,43,44, IV1-20,25,30-32,36, IV21-23, IV26-27, IV40-56, PH19-26,30-41, KW1-3,5-14, HS1-8, IV40-53,54,55,56, BF0-BF99, IM1-99, TR21-25 will take place within two (2) working days.

Upon delivery of your order, a signature will be required.

Dependent upon the carrier used for this service, and if you are not able to take delivery of your order, the parcel will be taken to either your local Post Office sorting office or the carrier’s local depot. You will be advised which location on the attempted delivery notification card the carrier leaves at the delivery address.

Deliveries to the Isle of Man may also be subject to delays due to Customs checks.


RETURNS PROCEDURE

You can only return to FITCO products which have been purchased directly through this Website. If you purchased your FITCO products at a retail store or from another websites the products must be returned to the original store or site which they were purchased from.

If for any reason you are not happy with your FITCO products, please follow our Returns Procedure, so that we can assist you in the exchange or refund of your order. FITCO reserves the right to reject the return of products which are not returned in accordance with our Returns Procedure and we may request that you pay for the shipping of such goods back to you.

FITCO offer a free returns label for all full price purchases. If your purchase includes sale, FITCO will provide a returns label that if utilised will cost £4.77. This cost will be deducted from your returns.

Our Returns Procedure does not affect your statutory rights


Returns or Exchanges

You may return new, unworn or unused products which you wish to exchange or return within fourteen (14) days from the date on which the goods were shipped to you. Where you wish to exchange a product, please note that you will only be able to exchange with a product of the same or less value than the original item you wish to exchange.

Please note: your right to exchange or return products is separate from your statutory right to cancel your order or to reject faulty goods (see below).


Delivery Costs

If you are returning goods for exchange or return of full price items, there will be no additional delivery charge.


We will not refund the original delivery charge in the case of exchanges or returns.

Please note: you will only be reimbursed the original delivery charge where you exercise your statutory right to cancel or to reject faulty goods as described below.

You will not be liable for the delivery costs incurred by us in sending you any products as exchanges.

Please note, you will not be liable for the costs of returning any substitute goods i.e. where you have been supplied with substitute goods because the original goods became unavailable when ordered or pre-ordered – see Pre-orders and Substitutes above.

In the case of returns, you will only be refunded the value of the goods ordered. If you return sale items and utilise the returns label provided within your delivery, the cost (£4.77) will be deducted from your refund.

We will only pay the return costs and subsequent re-delivery costs (if applicable) if the return is a result of our error or the goods are faulty.


Conditions for All Returns and Exchanges

All goods must be returned to us unused, together with all original packaging (please note you have a duty to take reasonable care of returned goods and any refund may be withheld or a charge incurred if you fail to take such care and damage the goods). Please make sure that your return package is packed and sealed securely (in or with the original packaging if possible). Packages must be returned using the pre-paid labels or with the freight prepaid. We recommend the use of an insured parcel service, such as Royal Mail Special Delivery, DPD etc.

We will refund all monies received from you (including the outbound delivery cost) within fourteen (14) days of receiving the product(s) from you or within fourteen (14) days of you providing us with proof of return. Please note that if you have opted to deliver the product(s) back to us by more expensive means than the standard delivery option offered, you will not be refunded the full outbound delivery cost. We will only refund you the cost of the standard delivery option.


How do I return an item?

With your purchase of FITCO products, you will receive a Delivery Note, and a Free Returns Form.

Using the Free Returns Form: To return items to us, whether for exchange or return, simply fill out your Returns Form as instructed, include the Returns Form in the package and attach the label to the outside of the package and post it back to us.

Please do not return items to our head office address in Byfleet as all returns are processed at our warehouse (address on the Free Returns Form). If you return items to our head office address, your return may be severely delayed.


Statutory Right to Cancel

If you are a customer, in addition to our Returns or Exchange Procedure, under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 – you also have fourteen (14) days (beginning the day after receipt of the goods) to cancel your purchase order.


How do I exercise my statutory right to cancel?

In order to exercise your right to cancel, please:

Send an email to online@theFITCO.com; or
Write to us at First Retail UK Limited, Unit 1 Oyster Park, 109 Chertsey Road, Byfleet, Surrey, KT14 7AX, making it clear in your correspondence that you are giving notice to exercise your statutory right to cancel.

Your email or letter will be deemed to have been received by us on the date you send it (provided it is sent to the correct address and it is sufficiently clear that you are exercising your right to cancel). Please try and keep the confirmation of any letter or email to demonstrate the date when you sent it.


Consequences of cancellation

Where you exercise your statutory right to cancel, we will provide a full refund on the price paid for the goods. If you have cancelled your entire order, we will also refund your original delivery charge. If you only cancel part of your order and return only some of the goods delivered to you, delivery charges will not be refunded. This is because the delivery charge is normally the same regardless of the number of items delivered and, if you retain part of your order, the delivery charge still applies to the part that you retained.

Where you fail to return the product(s) in question or you send them at our expense, or if our appointed courier collects the goods from you, we reserve the right to charge you for the direct costs incurred by us in collecting or returning the goods (other than where the goods have been sent to you in error or where such goods are faulty in which case, such costs shall be at our expense).

Where you exercise your right to cancel within fourteen (14) days, you should return the goods to us without undue delay and, in any event, no later than 14 days after the day on which you inform us in writing of your decision to cancel the contract. Please note: if we have provided any services as part of the purchase (e.g. products made to order or gift wrapping) and we have begun to provide these services before you have exercised your right to cancel, we shall not reimburse the costs of such services.

We will refund the cost of the rejected goods and the cost of our standard delivery charges within 14 days of receiving the goods back or, if earlier, within 14 days of receiving suitable evidence from you that you have sent the goods back to us. Please note that should the value of the goods have been reduced by your handling of them, we reserve the right to deduct the diminished value of the goods before we refund you.


What is my statutory right to reject faulty goods?

If the goods are faulty, you have a short term right to reject the faulty goods within 30 days of delivery. If you do not exercise this right, you have a right to the repair or replacement of the faulty goods and, if such the repair or replacement is inadequate, you have a right to reject the goods and obtain a full refund.


Discrepancies

If there are any discrepancies with your order, you must notify us as soon as possible. If you have been shipped the incorrect goods then please do accept our apologies. Please follow the Returns Procedure and on receipt of your order, we will reimburse the cost of returning them to us. Any replacements will be sent to you at no extra cost to yourself.

Please note that the return postage refund will be sent by cheque. Please allow up to fourteen (14) days for your refund to be processed.