Tel 01923 672 333

The Firm Carp Company Unit 5 Handford Court (Off Garston Lane) Watford WD25 9EJ
info@thefirmcarpcompany.co.uk

FAQ

1. What happens if I don't like the items or they do not fit?

No problem. If after trying on our gear you find that you want to change size or colour then simply send the item back to us and, depending on stock levels, we’ll either exchange it or give you a full refund. You must however return items within 14 days, unworn & preferably in the same packaging. Please fill in and enclose the form attached to your despatch note. Please note that P&P is non refundable.

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2. What if the item I want to exchange is a different price to the item I now want?

We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one. Out of goodwill we will not charge P&P for one exchange but any further exchanges we will have to charge.

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3. What happens if there is a fault?

Again no problem. We do quality control our goods to make sure they are to the highest standards but (and very rarely) something gets through the nets! Please send it back, filling in the form attached to your despatch note and, depending on stock levels, we’ll either exchange it or give you a full refund.

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4. How long do I have to exchange or return items?

For all exchanges or returns, please return within 14 days of receiving the goods.

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5. Do I have to pay for postage if I want to exchange or return an item?

Unless you have an offer providing free returns then you will have to pay for return postage yourself. However, we will happily post you out a different size or style for free. Offering free returns means that we would have to pass on the cost somewhere else and we didn’t want to do that. If on the rare occasion we are at fault then we will cover the cost of the return.

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6. Where should I send my returns and how long does it take?

If you are returning goods for a refund or exchange please send then to:

 

Returns

1C Sheepcot House

Sheepcot Drive

Watford

Hertfordshire

WD25 0DZ

 

Please remember that until we have received your return parcel it is your responsibility, so please ensure that you send your goods securely.

We try to process returns as quickly as possible, please allow 14 days from receipt of the return

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7. Do you offer any discounts or run money off promotions?

From time to time we run promotions which will be offered to our newsletter subscribers and existing customers, so why not to sign up today.

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8. Iíve seen a lot of famous anglers wearing your clothing, do you pay them to?

Our gear is so hot that we don’t pay anyone, they just love it!

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9. Can I have my clothes personalised with my name?

We are afraid we can’t offer this service, but we don’t mind if you want to buy an item and then have it personalised

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10. I like your logo so much, can I copy it from your website & get it printed onto my van?

Copying the logo is very flattering, but it is protected & registered at the patent office as a trademark. Any use has to be agreed by THE FIRM CARP COMPANY ltd first. If you’ve got a great idea, contact us and we may agree to its use.

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11. Where do you deliver?

We will try and deliver anywhere! So far we have delivered to most European countries, America and even Australia. At the checkout you will be asked for your delivery details, if the address is overseas a postage charge will be added. If you do not see your country at the checkout please email us at info@thefirmcarpcompany.co.uk and we will endeavour to get you a price for delivery to your country. 

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12. How much is the delivery cost and how long will my goods take to reach me?

For all UK deliveries we have tried to make it as straightforward as possible, whether you’re replacing your beloved beanie or replenishing your whole wardrobe! Post & Packaging charges are added automatically at the checkout. From there you can expect an efficient service from order to deliver; all in-stock items will be delivered within 3 - 6 working days and for overseas 8 – 12 days.

Please note weekends and Bank Holidays are not classed as working days.

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13. What happens if I donít receive my goods in these timescales?

 

Sometimes errors can occur which may mean your delivery is delayed. We are pleased to say that 99% of our orders are dispatched and delivered on time, however sometimes things can go wrong (we are only human). Please contact us (link to email info@thefirmcarpcompany.co.uk) as soon as you think something is not quite right and we will endeavour to find out what has happened. If we become aware of any possible delays we will email you as soon as possible. We will always try to accommodate and find a solution; we don’t want to leave you without clothes for any fishing trips or birthdays! 

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14. What happens if some of my order is out of stock?

We try and keep a full stock but sometimes due to demand we can run out of certain sizes. If an item is out of stock you will be notified at the checkout and we will dispatch what we have. We will then send out any outstanding items ‘on us’ - as soon as it hits our shelves. You will only be charged once for post and packaging. Please allow up to 28 days for out of stock items. 

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15. Do I need to be in to receive the delivery?

Yes, all our deliveries are sent out by Royal mail recorded delivery or courier. Both methods require signatures. If you are out when the delivery comes, they will leave a card with information on local depots or re-deliveries. If you are normally out during the week, a work address may be preferable.

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16. Industrial action

During strikes, we upgrade all Royal Mail deliveries - at no extra cost to you - to a special courier service to ensure you get your parcel in the usual 3-6 days.

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