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Need some help with your order? Use our Contact page to get in touch.

Need some help with your order? Use our Contact page to get in touch.

Frequently Asked Questions

QUICK QUESTIONS:

I only received part of my order, is my order split into two packages?
Yes, in some cases we split your order into two packages.  Please check your email for tracking information on both packages.  

Do you ship worldwide?
Yes, we do!

How long does shipping take?

We are working to get orders to you as quickly and safely as possible during the pandemic. For more information please see our Covid-19 dedicated page 

Please check your local customs laws before ordering to determine what these additional costs may be.

 

ORDER QUESTIONS:

Can I change the shipping address?

Unfortunately once an order has been placed and in the process of being fulfilled, we are unable to make any changes. This will include cancelling or amending. We design our checkout process to ensure you are 100% happy with your order before you confirm. But we do appreciate you may change your mind and our return and refund process can be found here.

Can I change my shirt size or switch an item after the order is placed?

Yes, please use our contact page immediately after you place the order.  Typically we are unable to change your order after a 24 hour period, sometimes less.  Address info can no longer be changed if the order has already been shipped.  Some special cases we may need to cancel your order and ask you to make a new order with the correct items. If your order has been shipped we will be unable to cancel your order.

 

INTERNATIONAL ORDERS:

I'm shipping to an address outside of the US or CA, how long does it take?
It takes 14 -20 working days for international orders to arrive but due to the current global situation we are seeing significant delays. Please see our Covid-19 dedicated page for more information.


Customs Clearance:
Customs clearance does not adhere to a time frame and can delay the delivery.  It is sometimes possible for customs agencies to take up to or beyond a month to process some packages. Neither the shipping carrier or Fresh Merch have control over the customs procedure. 

What are Custom Fees/Duties/Taxes:
Customs charges may apply depending on your country. International shipments are subject to customs duties - these are taxes imposed on goods when transported across international borders. 

 

DISCOUNT CODES:

Discount codes cannot be used retrospectively and cannot be applied to previous orders.

Any orders submitted without discount codes cannot be amended.

All discounts and offers apply solely to personal orders. If an order is deemed to be commercial, we reserve the right to remove any discount from this order.

Offers cannot be used in conjunction with any other offer or sale.

 

GIFT CARDS:

You can use the Gift Card as full or part payment for goods purchased online at us.freshmerch.fm. 

A recipient of a Gift Card must have a valid email address.

Payment for the purchase of a Gift Card will be taken immediately.

Your Gift Card can be used by you if you are the purchaser or you receive it as a gift.

The value of your purchases will be deducted from the balance on your Gift Card when presented; any remaining balance can be used against future purchases. Purchases and refunds outside the US are subject to currency conversion at the prevailing daily rate.

If the order value exceeds the amount of the Gift Card, the balance must be paid by credit or debit card or charged to a credit account. If paying with a Gift Card and credit or debit card, your items will be charged at point of order not at point of despatch.

Where goods purchased online with Gift Card are subsequently returned, monies owing will be refunded in the form of a Gift Card, or refunded to the original method of payment.

This Gift Card cannot be exchanged for cash. The Gift Card cannot be returned and refunds will not be given.

Buying or redeeming a Gift Card is subject to our normal Terms and Conditions and order validation procedures. If it is not redeemed, the Gift Card will automatically expire 24 months after purchase.

Fourth Floor Creative Limited cannot accept responsibility for your Gift Card if it is lost, stolen, damaged or used without permission. It will not be replaced or its value refunded in any of these circumstances.

Any payment credited to the Gift Card which is subsequently dishonoured will result in the credit being revoked. This Gift Card remains the property of Fourth Floor Creative Limited and is not a cheque guarantee, credit or charge card.

Fourth Floor Creative Limited reserves the right to amend these terms and conditions and/or discontinue the Gift Card at any time. Your legal rights are not affected.

Fourth Floor Creative Limited reserves the right to remove, block or de-activate Gift Cards without notice if it has reasonable grounds to do so.

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