FREE Worldwide Shipping!

FAQ

General
Who are F&G?
F&G (Fern & Grey) is a home decor company founded in the UK. We now ship worldwide.

Where does my product ship from?
We work with suppliers from all over the globe, so your item could be shipped directly to you from a number of different countries. We do this to keep our costs down, so we can pass these savings directly onto you the consumer.

Will there be any duty or import fees?
As items are sent directly from our suppliers, there is a chance that you may be liable to pay customs charges when the goods arrive in your country. Please consult your country's policies with regards to import and duty taxes.

NOTE: if you are charged any additional tax or duty, we are not liable for these payments.

Is it safe to place an order through the site?
Yes we use industry standard SSL technology.

Can I place an order over the phone?
Unfortunately all orders can only be processed through our website. If you are having trouble placing an order please email help@ferngrey.com and one of our team will assist you.

What types of payment do you accept?
We accept all major credit cards and Paypal.

When is my credit card charged?
At the time of purchase.

How do I contact you?
The best way to contact us is by emailing help@ferngrey.com. Our office hours are Monday - Friday 9am - 5pm. We aim to deal with all enquiries within 48hrs during business hours.




Shipping
What is the cost of shipping?
We currently offer Free Shipping worldwide on all our items.

How does the delivery process work?
When your item is dispatched you will receive a tracking number from our chosen courier alerting you about the status of your delivery. Please liaise directly with the courier if you have any queries relating to a delivery.

How long does delivery take?
Our deliveries normally take on average between 2-4 weeks.

I only received part of my order?
There is no need to be concerned. If you have ordered multiple items, it is likely you will receive separate packages.

Can I change my delivery address after I place an order?
If you wish to change your delivery address please email help@ferngrey.com prior to dispatch. If your order has already been dispatched and you wish to change your delivery address, we may have to charge you for re-delivery.



Returns
Can I cancel my order?
Yes please email us at help@ferngrey.com and we can cancel your order and issue a full refund.


My item arrived damaged, what do I do?
We use high quality packaging so it is very rare that your item will be damaged in transit. If however this does happen, please email help@ferngrey.com immediately quoting your order number and please attach images of the damaged product and packaging. Our team will assess the situation and assuming the claim is valid we will issue a replacement, or full refund. In these situations we recommend you get in touch within 48hrs of delivery.

My item is faulty, what do I do?
Although all our items go through stringent quality control checks, very rarely something may slip through unnoticed. If your item is faulty, please email us at help@ferngrey.com with images of the item and one of our QC team will get back to you with a resolution.

Can I return my product if I don't like it?
We hope you love your item however if you are not happy with your product in any way, please email us within 30 days of receiving your item and we will arrange for a return and refund. Please ensure you keep all original packaging as items can only be returned in original condition. Refunds will be processed once items have been received back in our warehouse.