Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at orders@fmgsales.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at orders@fmgsales.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@fmgsales.co.uk.
Returns & Refunds
We hope you love your order from Alice Wheeler London. If for any reason you need to return an item, we’ve outlined our returns and refunds process below to make it as straightforward as possible.
Returns Policy
If you would like to return an item, it must be sent back to us within 14 days of receiving your order.
To be eligible for a refund, returned items must be:
unused and in their original condition
free from marks, scratches, or any signs of wear
returned in their original packaging where possible
Please note, items returned in a damaged, used, or non-resaleable condition may not qualify for a refund.
How to Return an Item
To return an item, please follow these steps:
Complete the returns section on your delivery note, including your order number and the reason for return.
Repackage the item carefully to help protect it during transit.
Send your parcel to the returns address below.
We strongly recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.
Please note: the item remains the sender’s responsibility until it has been received and accepted by us.
Returns Address
Fancy Metal Goods Ltd
Alice Wheeler London
71 Lifford Lane
Kings Norton
Birmingham
B30 3DY
Refunds
Once your return has been received and checked, we will process your refund as soon as possible. Refunds will always be made to the original payment method.
Please allow up to 7 working days from the date we receive your return for your refund to be processed. During busier periods, this may take a little longer. You will receive a confirmation email once your refund has been completed.
Faulty Items
We take great care to ensure every item meets the standards you expect from Alice Wheeler London. If you believe your item is faulty, please contact us before returning it.
Please email office@fmgsales.co.uk
or call 0121 459 9777, and include:
your order number
a brief description of the issue
clear photos, where possible
We will then advise you on the next steps and work to resolve the issue as quickly and fairly as possible.
Need Help?
If you have any questions about returns, refunds, or your order, our team will be happy to help.
Email: office@fmgsales.co.uk
Phone: 0121 459 9777