Shipping policy

Shipping Policy

Trade Name: Faelnor

Contact Phone: +44 1423 954544

Support Email: orders@faelnor.store

Registered Legal Entity: BRADFORD CITY LIMITED

Registered Address: 9 Princes Square, Harrogate HG1 1ND, United Kingdom

Effective Date: June 2026

1. Order Processing & Standard Dispatch Time

All orders placed on Faelnor official store will complete payment validation, stock audit, goods picking, pre-shipment quality inspection and protective packaging after payment is fully confirmed. Our fulfilment team works Monday to Friday, excluding UK bank holidays, weekends and temporary business suspension caused by force majeure events.
All in-stock regular items will be dispatched within 24–48 business hours after successful payment clearance. Orders paid on weekends or UK public holidays will start processing on the next working day, and the 24–48-hour dispatch timer will restart from that working day.
If ordered goods are temporarily out of stock, delayed by supplier replenishment or bulk pre-order demand, our customer service team will send a formal notification email via orders@faelnor.store within 2 working days, offering three optional solutions for buyers: wait for full restock shipment, split delivery of available items first with backorders shipped separately later, or unconditional full order refund with zero deductions. We will never ship substitute goods or partial parcels without buyers’ written approval.
Customised, engraved and made-to-order merchandise requires extra dedicated production lead time, and the extended processing cycle will be clearly marked on each corresponding product page for pre-purchase reference.

2. Delivery Regions & Global Standard Transit Duration

After parcels are scanned and handed over to cooperative logistics carriers, the unified worldwide standard transit period is 9–21 working days, covering UK mainland, Scottish Highlands, Northern Ireland, Channel Islands, all EU/EEA member states, USA, Canada, Australia and all other international territories globally.
The 9–21 working days delivery window is only an estimated reference value and shall not be regarded as a legally guaranteed delivery deadline. Delivery delays may be caused by random customs spot checks, annual shopping peak seasons, local national public holidays, carrier labour strikes, extreme weather disasters or sudden cross-border transport policy adjustments, all of which fall outside our reasonable control scope. Faelnor shall not bear compensation liability for delays arising from these uncontrollable objective factors.

3. Shipping Cost Calculation & Free Shipping Threshold

All delivery fees are automatically calculated at checkout by our system based on three core factors: total packaged weight of ordered goods, recipient delivery postcode or destination country, and selected logistics service tier. All displayed freight fees include standard shockproof packaging material costs with no hidden extra surcharges added after payment.

UK Domestic Free Shipping Regulation

Orders with pre-tax merchandise subtotal reaching or exceeding £40 can enjoy complimentary standard ground shipping across UK mainland. This free delivery benefit does not apply to Scottish Highlands, Northern Ireland, Channel Islands and expedited shipping upgrades. Customers who need faster delivery may voluntarily pay the freight difference regardless of free shipping eligibility.

EU & International Cross-Border Shipping Rules

Free standard shipping is not available under daily conventional sales rules. Limited-time global free delivery promotional activities will be prominently displayed on the website homepage, product banners and checkout page with fixed valid start and end dates. All shipping discount codes and promotional vouchers can only be redeemed strictly in accordance with the detailed terms specified upon issuance.

4. Import Duties, VAT & Customs Liability Statement

  1. For all parcels delivered within the United Kingdom, no cross-border import tariffs will be generated. Any applicable sales tax will be calculated and collected at checkout in compliance with the latest HMRC tax regulations, independent of clauses within this shipping policy.
  2. For all EU, EEA and non-UK international orders, all destination-country import duties, local VAT, customs clearance administrative fees, commodity inspection levies and supplementary fines incurred during inbound customs procedures shall be fully and solely borne by the receiving buyer.
It is the buyer’s exclusive obligation to fully understand local commodity import restriction rules, tax brackets and entry regulatory requirements before completing checkout. If customs authorities detain parcels, levy supplementary tax penalties or refuse import entry entirely due to local import law limitations, product inspection non-compliance or insufficient import documents provided by the buyer, all resulting detention storage fees, round-trip return transportation charges and total goods forfeiture losses shall be undertaken solely by the purchaser. Faelnor operated by BRADFORD CITY LIMITED will not provide any financial compensation for economic losses caused by destination customs intervention.

5. Claim Process for Damaged, Lost or Shortage Parcels

5.1 Damaged Goods Claim Guidelines

Customers must fully inspect the outer packaging immediately upon courier handover. If the carton has obvious crushing, water soaking, tearing or structural breakage, buyers reserve the right to refuse signature acceptance and return the parcel directly to the courier driver on site.
For parcels already signed for delivery with damaged internal products after unpacking, buyers need to collect complete supporting evidence including unmodified full photos of the complete outer packaging, close-up detailed pictures of all damaged goods and a clear screenshot of the parcel tracking label. A formal damage compensation application must be submitted via orders@faelnor.store within 7 calendar days from the system-marked delivery date. Our after-sales team will complete full evidence verification within 3–5 working days upon receiving complete materials and provide two optional resolution plans: free identical replacement reshipment or proportional/full monetary refund corresponding to the value of damaged merchandise. Any damage claim submitted beyond the 7-day valid application period will be rejected, as the causal link between transit handling and product damage cannot be reliably verified.

5.2 Lost-in-Transit Parcel Investigation & Remedies

If logistics tracking information remains stagnant without updated movement records for an abnormally long period, customers may submit a formal lost parcel inquiry through our official service email. Our team will initiate an official loss trace investigation with contracted courier partners. Formal written loss confirmation issued by the carrier generally requires a waiting period of 15–30 working days, varying according to each logistics provider’s internal claim processing protocol. After obtaining official carrier loss certification, customers can choose either free duplicate reshipment of the complete order or a full unconditional refund of all lost goods value with no extra cost. We cannot arrange premature refunds or replacement shipments before receiving authoritative carrier loss verification documents.

5.3 Missing Item / Quantity Shortage Claim Standards

If partial ordered goods are found missing after unpacking, buyers must provide complete uninterrupted unpacking video footage and official parcel weight certification issued by the courier within 5 working days after delivery confirmation. Our team will cross-reference original warehouse picking logs, pre-shipment quality control records and carrier loading manifests to confirm liability attribution. After responsibility verification, we will either resupply all missing products free of delivery charges or issue a proportional refund matching the value of absent goods.

6. Handling Mechanism for Undeliverable, Misaddressed & Refused Parcels

Buyers bear full responsibility for filling in accurate recipient full name, complete detailed street delivery address, valid active contact telephone number and correct postal postcode during checkout order submission.
Parcels returned to our Harrogate warehouse due to buyer-side errors including inaccurate address input, unreachable recipient contact information, voluntary refusal of delivery without legitimate product quality objections, or prolonged recipient absence triggering automatic courier return will result in deduction of the original outbound shipping cost plus full round-trip return logistics fees from any issued refund. Customers who wish to arrange secondary re-delivery of returned goods must pay a brand-new full shipping fee to cover the second dispatch.
If parcels are returned solely as a direct result of internal warehouse picking errors or our own manual address entry mistakes, Faelnor (BRADFORD CITY LIMITED) takes complete responsibility for all freight costs and arranges complimentary re-delivery immediately after confirming the internal operational error.

7. 30-Day Return & Refund Supplementary Clause Associated with Shipping

We implement a unified 30-day return window for all eligible commodities, calculated from the date the logistics carrier marks the parcel as delivered:
  1. Customers who need to return products shall send a formal return application email to orders@faelnor.store within 30 calendar days after delivery date; return requests submitted beyond the 30-day period will be rejected.
  2. Returned goods must remain unused, unwashed, intact with original packaging, brand tags and full matching accessories. Customised goods, clearance sale items and hygiene-sensitive products are non-refundable and non-returnable.
  3. Buyers shall bear all return shipping expenses unless the return demand is caused by our delivery error, wrong item dispatch or verified factory manufacturing quality defects.
  4. After our warehouse receives and completes inspection of returned goods, the corresponding payment will be refunded to the original payment account within 3–7 working days. Partial deductions may apply if returned items show obvious wear, damage or missing original accessories.

8. Force Majeure Delivery Delay Exemption Clause

Faelnor operated by BRADFORD CITY LIMITED shall be released from all contractual breach liability and compensation obligations for delayed shipments, suspended dispatch, stock shortages and logistics service interruptions caused by unforeseeable and uncontrollable force majeure events outside our reasonable operational supervision scope. Applicable incidents include but are not limited to natural disasters such as wildfires, floods, hurricanes and earthquakes; national extreme weather emergency alerts; sudden cross-border customs policy revisions; large-scale industrial strikes by international logistics carriers; public health lockdown control restrictions; temporary airway and seaport closures; and all mandatory regulatory measures issued by national government competent authorities. In the event of large-scale nationwide logistics disruption, we will publish real-time delay notification announcements on the official website homepage for all customers’ reference.

9. Policy Revision & Supplementary Terms Regulation

BRADFORD CITY LIMITED trading as Faelnor reserves the unilateral right to revise, supplement and adjust all clauses contained within this Shipping Policy at any time, in response to updated UK domestic transportation regulatory standards, evolving cross-border international logistics frameworks and internal business operational adjustment demands. All revised policy terms take immediate legal effect upon publication on the dedicated policy page of our official website, with no separate individual notification required for existing or prospective customers. It remains the customer’s independent obligation to review our latest effective shipping policy content before placing each new order to stay informed of all current delivery rules and provisions.