FAQ's

How do I cancel my order?
Please advise us of your cancel in writing by emailing us at sales@fkbonline.co.uk and we will cancel your order and stop payment. If payment has already been received, a refund will be supplied within 30 days from receipt of notification. All returned products must be unused, in original condition and undamaged. The item should be wrapped up securely in its original packaging, and you will need to pay for a courier to return it – we will advise you of the return delivery address. You should retain your proof of postage. Under the Sale of Goods Act – Distance Selling Regulations, you have the right to cancel the order within 7 days of receipt. If the item has already been delivered, it must be unused and in its original packaging with all accessories included, all items returned will have 25% of cost deducted to cover handling and re-stocking. In the case of free P&P another 10% will be added to cover delivery costs. If an item is faulty the manufacturer must be contacted as all of our products carry a 12 month min manufacturers warranty, unless otherwise stated. All Worktops must be inspected on delivery, any damage must be reported within 2 days of delivery. There are no returns on worktops if they have been cut or altered in any way.


What if the item is damaged when I receive it?
You should check the item has arrived in good condition before you sign for it. If you are unable to do this you should write ‘item unchecked’ on the delivery note. If it has arrived damaged you should write ‘item damaged’ on the delivery note.
You must notify us of this by email to sales@fkbonline.co.uk as soon as possible and within 7 days of receipt. You will need to describe the damage and we will require photographs of the damage, we will offer a replacement a replacement. If this is not available a refund will be provided within 30 days of notification.
You should wrap the item up securely in its original packaging, and we will arrange for it to be collected. FKB will accept no fault for loss due to missed, failed or goods delivered damaged.


When will I receive my item?
We will aim to deliver the item within 2-7 working days, large items & ceramics can be 2-10 working days some made to order products may take longer. We will contact you to book in a delivery date. A contact number is required for all orders.

 

Can I have the item delivered to an address that’s different to my billing address?
Yes, this is an option and can be arranged within the checkout.


Do you deliver overseas?
Delivery overseas is available on some items and select areas. Contact us for details sales@fkbonline.co.uk


How will I receive my item?
All items will be securely packaged. Deliveries will be made through various courier companies, delivery dates can be confirmed. On large items worktops etc. we will contact you approx 1 hour prior to drop off. Tracking info available on request. A contact number is required for all orders.


I can't find the item I require on the website?
If the item is not on the website then that doesn't mean that we can't get it for you. Call us on 01274 398677 or email sales@fkbonline.co.uk for a quote.


Is the item in stock?
Stock levels change on a daily basis, it is advised to check stock if you require the item urgent. Call us on 01274 398677 or email sales@fkbonline.co.uk for a delivery timescale.


What types of payment do you take?
We accept all the major debit and credit cards including Visa Credit, Visa Debit, Electron, Mastercard, American Express, Maestro, Solo and any of these cards on Android Pay or contactless (under £30). We are now also accepting PayPal and Apple Pay payments (online only). If you have any queries about any other payment methods, such as personal cheques or online bank transfers, please email us at sales@fkbonline.co.uk


I’ve not bought anything from your site before, how do I know it’s safe?
Transaction security is outsourced to Shopify, a reliable and well know e-commerce site. Shopify provides secure debit and credit card payment solutions for thousands of online order businesses across the UK. If you are still worried, you can use PayPal to pay for your products and be protected by PayPal buyers assurance.