Fisher & Woordes (F&W) offers free international express shipment on all our products to buyers. Please note that F&W is not able to ship to an APO/FPO/DPO address.
Duties & Taxes
A shipped order may be subject to VAT, import duties and/or taxes in the destination country, depending on the value shipped. The buyer is responsible for these charges. F&W is required by law to disclose the full value of the shipped product with the shipment.
If the buyer refuses an order, then the buyer is responsible for the shipping expenses and any additional taxes and duties.
All mentioned delivery terms (shipping days, delivery time in working days, shipment date etc.) on the Website should be understood as estimated delivery terms and cannot be understood as final delivery terms or guaranteed delivery terms.
The buyer bears the responsibility for the correct input of the delivery address; in case anything goes wrong with the shipment of an order due to an error in the delivery address made by the buyer, F&W cannot be held responsible for the (partial) loss of the shipment. In case F&W needs additional information regarding a delivery address, the buyer may be approached by F&W in order to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.
F&W will use all reasonable efforts to deliver the order within the expected delivery terms to the delivery address. F&W cannot be held liable for any delays in the delivery of an order.
If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the buyer will be informed about this as soon as reasonably possible after the order has been placed. In this case, the buyer has a right to dissolve the contract free of charge.
Risk of damage/loss
The risk of damage and/or loss of products rests upon F&W up to the moment of delivery to the delivery address, unless this has explicitly been agreed otherwise.
In case the buyer receives a product that the buyer did not order, the buyer must inform F&W hereof as soon as possible (within 24 hours after receiving the order) by email (or through the contact page of the Website). The buyer will take care of the return shipment of such a product after receiving return instructions from F&W and F&W will bear the costs of this shipment and will subsequently take care of the shipment of the correct product to the buyer, provided the buyer has fully conformed with the return instructions from F&W.
In case a product has been delivered to the buyer in damaged or incomplete state, the buyer must inform the F&W customer care team as soon as possible (within 24 hours after receiving the order) through the website fisherwoordes.com. Subsequently, F&W will decide how to deal with the matter at hand; the customer must always inform F&W in the aforementioned situation(s) and wait for the instructions of the F&W customer care team. A customer who returns a product in this situation at his own costs, without first contacting and awaiting the instructions of the customer care team, cannot claim the costs he/she made at F&W (nor hold F&W responsible for the return shipment that took place without prior consent of F&W).
In case the order that has been shipped or is being shipped by F&W to the buyer, is missing, went missing, or in case the buyer claims that he/she did not receive the order (despite information such as the track &trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. The buyer will fully cooperate with the complaint procedure of the carrier. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), F&W will either refund the customer or F&W will try to re-ship the ordered product.
In case a shipment still has not been delivered at the delivery address of the buyer (or the pick-up point) 14 days after the shipment date, the buyer has the obligation to inform the F&W customer care team by email within 14 days (so: ultimately 28 days after the shipment date).
RETURN COSTS AND RESPONSIBILITY
The buyer is responsible for preparing and shipping the return shipment. For a return within the 30 days trial period - which starts after the buyer received the order - no prior contact with F&W is needed unless the buyer wants F&W to send the return label by e-mail (the shipping costs in this case will be deducted from the refund). PLEASE NOTE: F&W charges a small re-stocking fee of USD 5,00 to cover all processing costs. In case of a return, this amount will be deducted from the total amount that will be refunded. F&W strongly advises any buyer who wants to return his/her order to contact the customer support team of F&W to ask for return instructions.
The return address for returns within the trial period is:
Fisher & Woordes B.V.
Van Goghstraat 15
5151 ST, Drunen
Please note that in case of a broken or damaged product, a different return address may apply. The buyer should not ship back a broken or damaged product without prior contact with the customer care team (who may provide return instructions).
In case of a product that is damaged or broken upon receipt, the F&W customer care team must be contacted by the buyer by email within 24 hours.
TRIAL PERIOD AND REVOCATION
Unless stated otherwise, the buyer has the right to revoke the contract and to return his/her order during a trial period of 30 days after having received the order, without having to state a reason for his/her revocation (please note the above mentioned exceptions: in case a product is delivered that was not ordered, or if a product is delivered that is damaged or incomplete, the buyer has the obligation to inform the F&W customer care team by email and to await further instructions).
The buyer who wants to exercise his right of revocation shall report this to F&W, within the trial period by email to the F&W support team or in any other unequivocal way.
In case the buyer wishes to use his/her right to revoke the contract, the buyer is only allowed to unpack and/or to use the ordered product as far as is needed to be able to determine whether he/she wants to keep the product. The buyer may only handle and inspect the product in the same way that he would be allowed in a physical shop. During the trial period the buyer must carefully handle the product and keep the original undamaged packaging (meaning the box the product comes in; not the cardboard box that is only used for delivery).
The buyer will return the ordered product to F&W no later than 30 days after the day of reporting his/her wish to revoke the contract to F&W together with all the accessories (if any) and, insofar possible, in the original state and packaging, in accordance with the return instructions of F&W.
The buyer is responsible for the return shipment of his/her order and bears all the risks related to the return shipment and the burden of proof for exercising the right of revocation correctly and in time. F&W strongly advises the buyer to return a product by insured shipment and in a sealed packaging. In case an insured return shipment goes missing, gets damaged or in case the reception of a returned shipment is denied (for example in case no valid signature can be shown by the carrier), the buyer may have the option to hold the carrier liable. The buyer, as the sender of the return shipment, can start the complaint procedure for any issue that may occur with the return shipment. The buyer will keep the (official, digital) receipt of his/her return shipment that contains the tracking information.
The shipment costs for a return shipment within the trial or revocation period will be borne by the buyer.
Provided that all requirements for revocation have been met, F&W will credit the buyer as soon as reasonably possible and in any event within 14 days after having received the return shipment (no credit applies for costs of the return shipment). Any credit due as a result of a returned product, will be credited to the account that the buyer used to pay the original order.
In case the buyer wishes to use his/her right to revoke the contract or to cancel his/her order, while the shipment of the buyer's order has already left the F&W warehouse (which usually on work days will occur right after the buyer places his/her order) - even if the shipment has not yet arrived at the buyer's shipment address of choice - the costs of returning the shipment to F&W will be borne by the buyer.
In case any import taxes, duties or customs (administrative) costs are due, because the shipment has been imported into the buyer's shipment country of choice (a process that in most cases cannot be stopped, once the shipment is on its way to the buyer's shipment country of choice), these costs will be borne by the buyer. Upon crediting the buyer, F&W will deduct the import taxes, duties and/or custom (administrative) costs as far as these were charged o F&W (as sender of the parcel) upon crediting the buyer.
In case of a revocation by the buyer within the trial period, F&W will credit the buyer within 14 days after receiving the return shipment. Any credit due as a result of a return shipment, will be refunded to the account that the buyer used to pay the original order.