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Frequently Asked Questions
Which countries do you ship to, and what are the shipping costs?
UK Deliveries
Fern London operates and delivers within the United Kingdom only.Delivery Fee: Varies from product weight and size.
Free Delivery: May be available on selected orders over £30 (subject to eligibility and current promotions).
Carriers: Orders are dispatched via DPD or Royal Mail, EVRI etc. A tracking number will be provided where applicable.
Processing Time: Please allow up to 3-4 days for order processing (excluding weekends).
International Orders
Fern London primarily operates within the UK. International orders are treated as custom orders.Shipping Charges: Calculated based on actual costs at the time of order.
Processing Time: Up to 10 days from the date of order (excluding weekends).
Note: Fern London is not responsible for delays caused by customs, local carriers, strikes, or natural disasters.
What is your return / refund / exchange policy?
- You may return unwanted products for a refund within 7 days of delivery.
- Items must be in original, unopened, unused packaging.
- Return shipping costs are borne by the customer (i.e., not covered by Fern London).
- For defective products, you should contact customer service first. They may ask for photos, videos, or return of the product before approving replacement or refund.
- Do not return items before consulting with the support team.
How do I place an order / checkout?
- Browse products in the categories (e.g. Infrared Heating, Home & Decor, Kids Games) on the site.
- Add desired items to the cart, then proceed to checkout.
- You will be asked to provide a shipping address, choose a shipping method, and make payment.
- An order confirmation email (with order number) will be sent once your order is accepted.
- If Fern London cannot accept your order (e.g. out-of-stock), they will notify you.
What payment methods are accepted?
- Payment must be made at the time the order is placed.
- The price displayed includes VAT (if applicable) at the time of purchase.
- Your bank or credit card statement will show “DGN GLOBAL LTD.” as the merchant.
- (Optional: you might clarify which credit cards, PayPal, or other payment gateways you accept.)
How long will it take for my order to arrive?
- Order processing can take up to 5-7 days (excluding weekends) before dispatch.
- After dispatch, delivery time depends on the carrier and your location.
- International orders may be delayed by customs, local service, or other factors. Fern London is not liable for such external delays.
Do you offer discounts, promotions, or free shipping?
- Occasionally, Fern London runs delivery promotions (e.g. free shipping for domestic orders above a certain value).
- Newsletter subscribers sometimes receive discount offers or early access to deals.
- Always check the site banners, email communications, or promo codes at checkout.
How can I contact customer support?
- Email: info@fernlondon.co
- Business hours: Monday through Saturday, 09:00 – 18:00 (per site)
- If you’re having issues with a specific order (delay, damage, missing part), include your order number for faster assistance.
Do you provide tracking information?
- Yes—if applicable, a DPD tracking number or Royal Mail tracking may be provided for your order.
- You can use that tracking number to monitor your shipment status via the carrier’s website.
Are prices and product images accurate?
- Product images are for illustrative purposes only; actual products may vary slightly.
- Prices shown are the current price, inclusive of any applicable VAT.
- If an error in pricing occurs, Fern London reserves the right to cancel or adjust the order. (You may want to include a clause like this in your official terms.)
What happens if an item is out of stock after I place an order?
- Fern London will notify you if they cannot fulfill your order due to stock issues.
- They may offer you an alternative item, refund, or cancel that item from your order.
- You will be informed of any changes in price, shipping, or availability before proceeding.
Warranty / product quality / defects
- If a product is faulty or defective, contact customer support with images or video evidence.
- The support team may request return of the item for inspection before offering a replacement or refund.
- Do not return the item before you receive guidance from support.
Privacy & data protection
- Fern London collects personal data (name, address, email, payment info) to process orders and provide service.
- They do not share personal data with third parties except for delivery, payment processing, or legal requirements.
- Customers may opt out of marketing emails.
- (You should also include a link to a full Privacy Policy for full legal compliance.)
Cookies & website usage
- Fern London uses cookies to enhance user experience.
- By continuing to use the site, users agree to their use of cookies.
- Users can manage or accept cookies via a cookie consent banner.
