Orders are always shipped at the first opportunity. If an item is not in stock it may be necessary to manufacture that order or order the item from one of our suppliers before it can be dispatched. In which case delivery can be delayed. If we are unable to supply items you have ordered due to them being out of stock we will contact you to inform of the delay, or to see if an alternative item would be suitable. We aim to despatch all stock and on line orders placed within 48 hours if in stock. In some cases this may not be possible due to nil-stocks. However, we are currently despatching a high percentage of these orders. In many cases the courier company can email you or text so you can track your delivery as long as we have either a mobile number or email address to support this, otherwise we are not able to notify you of delivery slots and updates directly.

See our Delivery Charges page for more details.

We accept payment by all major credit and debit cards as well as Paypal. We accept personal or business cheques. UK bankers drafts are also accepted but funds must clear before we can either proceed with production or despatch a stock item. Most on-line credit card transactions are processed through Paypal. This is one of the UK's largest payment gateways. At Fennington Fibres we do not collect or have access to your credit card details. All information is collected off-site through the Paypal website. We reserve the right to refuse acceptance of payment details if we think they are being used fraudulently. Orders placed through our mobile site (via tablet or smartphone) are processed through the Paypal gateway, again accepting credit or debit cards as well as Paypal. Orders placed on the phone will be processed through worldpay and all telephone and email orders are bound by our terms

You are free to return goods unused for a period of 14 days after delivery. Circumstances will dictate whether a full refund or an exchange is appropriate. Goods that have been used cannot be returned unless a warranty claim will be entered into. The cost of the return delivery is to be paid by the customer

Warranty claims for faulty goods will be dealt with through us but the manufacturer will make an assessment and decide on the proper course of action. All goods should be returned packed to the same standard as when received, to avoid damage in transit, a full refund can only be given if received in perfect condition, no marks, soiling, tears, damage to metal work or any other damage that renders the product as a second: therefore charges will apply or we retain the right to return to you. We may also decide to clear any such items on ebay and you will then be refunded minus this value achieved also minus any charges.

We make / hold a large stock but due to the scope of our range and in many cases the complexity of manufacture many items are made to order. We manufacture in house 100% of products. This means that any lead times given or possible dispatch dates are an estimate and we endeavour to hit the times given. Please remember the dates given are the dates of manufacture and ready for despatch not the date of arrival.

We make every effort to ensure that the product images we use are accurate and up to date. All product images are either owned by Fennington Fibres or are used with the permission of the originator and remain the copyright of the originator. Unauthorised use of images owned by Fennington Fibres will be taken very seriously.

We make every effort to ensure that the product information we use is accurate and up to date. All product descriptions are used with the permission of the originator and remain the copyright of the originator.

We take the satisfaction of our customers very seriously. If you feel you have received substandard information or services from us we would like to hear about it so that we can prevent the same thing from happening again. We will make every effort to rectify genuine problems as expediently as possible. Complaints can be made via email. contact page.

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We may e-mail you regarding the specifics of your order but we will not e-mail you any marketing material in the future unless you have given us your explicit consent or signed up to our news letter or linked into our Facebook page. We will not pass on your information to any third party. The type of information we will collect about you includes:

• Your name

• Your address

• Your phone number

• Your email address

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and all rules enabling us to be PCI DSS compliant. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should contact us.