Refund policy
The Shop at Freemasons’ Hall maintains the right to refuse returns or refunds for any items or purchases that do not meet the conditions of its Returns and Refund Policy.
Damages
While we make every effort to ensure your order is well packed, we fully appreciate that damages sometimes occur during transit. If this has happened, simply email a photo of the damaged item to info@shopatfmh.com within 7 days of receipt, and we will be happy to send a replacement where possible. If the item is no longer available, we will issue a full refund.
Returns
Although we are confident of the high quality of our goods, we recognise that there may be occasions when a customer might wish to return an item. You may therefore return a purchase to us in its original condition and packaging within 30 days for a refund or replacement, where possible. Please enclose a note giving your order number, name, address, contact telephone number and e-mail address, together with the reason for the return. We will ask you to keep proof of posting the goods to us.
Postage will only be refunded if the item is faulty or incorrectly supplied from the original order and we recommend that you use a recorded delivery service when returning goods. This returns policy does not affect your statutory rights.
The Shop at Freemasons’ hall permits return of goods and refunds within 28 days of purchase provided the customer presents a receipt or proof of purchase.
If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. After 30 days, we’ll replace the product in accordance with the terms of the Consumer Rights Act 2015, which can be found in full in the following link: https://www.legislation.gov.uk/ukpga/2015/15/contents
Custom items (e.g. apron badges and jewels) are not available for return or refund as they are made-to-order and cannot be reasonably expected to be resold.
The aforementioned policy applies to both in store purchases as well as online orders. The above conditions likewise apply to undamaged items which may be exchanged for similar alternatives (e.g. clothing sizes).
Errors will be rectified and resent as soon as possible and the customer will be reimbursed for their postage fees.
The Shop at Freemasons’ Hall maintains the right to refuse returns or refunds for any items or purchases that do not meet the conditions of its Returns and Refund Policy.
Return of online orders due to packing errors or incorrect items should be addressed to:
Shop at Freemasons’ Hall
60 Great Queen Street
London
WC2B 5AZ
Cancellations
Cancellation of online orders after dispatch will be treated as a refund/return. Cancellations prior to dispatch must be communicated to staff by phone or email within a prompt and reasonable timeframe after order placement.
For any cancellations please contact us via the order message option on your account or using the Contact Us form to request that you cancel your order. If you have any problems with this please contact a member of our team on info@shopatfmh.com Please note that cancellations/refunds can take up to 14 days.
