Returns FAQ

Q. How many outstanding exchanges am I allowed at any one time?

A. You are allowed up to three outstanding exchanges at any one time, provided the oldest returns note is no more than sixty days old.

Q. What if one (or more) of my exchanges is more than sixty days old?

A. There are three options available to you:

1. Pay for any exchanges that are sixty days or older. Your new exchange will be released on receipt of payment. You will receive a credit once the goods are returned to our warehouse. Please contact the accounts department to arrange payment on 01443 238 327 or [email protected]
2. Provide proof that your exchange(s) have been returned with Edmondsons Freight. Scan and email your signed returns note to [email protected]. Alternatively, post a copy of your signed returns note to our warehouse marking it FAO Brad Peters.
3. Liaise with Brad at Fortune Woods to arrange for your exchanges to be collected by XDP. Contact Brad on 01443 238 327 or [email protected]

Q. I have returned my goods, but my exchanges have not been credited/my new exchanges have not been released. What do I do?

A. This means we have not received your returned items.

If goods were returned with Edmondsons Freight or by a collection arranged with Fortune Woods via XDP:

Please scan and email a copy of your signed returns note to [email protected], or post a copy to Fortune Woods marking it FAO Brad Peters.

If goods were returned with a courier arranged independently of Fortune Woods (ie. Your own courier):

You will need to contact the courier company to find out whether your items have been lost in transit.

Q. My return was lost in transit with a courier company arranged independently of Fortune Woods. What do I do?

A. You will need to pay Fortune Woods the total value of the exchange order. Contact the accounts department to arrange payment on 01443 238 327 or [email protected]. You will then need to put in a claim with your courier company.

Q. I desperately need a new exchange but I’ve filled my quota of three and I have not returned any of them yet, what do I do?

A. You will need to pay for your oldest exchange. On receipt of payment we will release your new exchange and you will be issued with a credit once we receive the returned goods. Contact the accounts department on 01443 238 327 or [email protected] to arrange payment.

Q. I desperately need an exchange but one (or more) of my outstanding exchanges is greater than sixty days old and I have not returned them yet, what do I do?

A. You will need to pay for any exchanges over sixty days old. Your new exchange will be released on receipt of payment. You will receive a credit note once the goods have been returned to us.

Contact Brad at Fortune Woods to arrange a collection via XDP on 01443 238 327 or [email protected]

Q. My account has been put on hold, what do I do?

A. This means you have outstanding exchanges that are over seventy-five days old and we have not had a response when we’ve tried to contact you. Please contact our accounts department to arrange payment on 01443 238 327 or [email protected].