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Our customer service team

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Orders

How long will it take to deliver?

Click and Delivery to the UK is usually within 5 to 7 working days of your order being placed.

Delivery to International destinations is estimated to take up to 10 working days from your parcel being sent. You can check if we deliver to your destination in the shipping country select menu on the 'Review Basket' page.

How much will it cost to ship my item?

Shipping is free for orders to be delivered in England if the order is over £200.

below this amount, the minimum cost of transport is indicated in your basket. 

International delivery (GLS, UPS or DHL) is available to most countries. Please note - we do not ship to PO Box addresses.

Which courier do you use?

It depends on the brand of fans you choose. 

We have two possibilities :  

For Klassfan, LBA Home, Faro, ModernFan with UPS or DHL 

For Casafan, Pepeo, Hunter, Fanimation, Vortice with DHL

A signature will be required on most deliveries.

What happens if I miss my delivery?

Our carrier delivers between 9am and 10pm, which may vary depending on the service selected and a signature is required.

There are a number of options available if you think you won't be in to sign for your order. We'll pass your e-mail address and mobile number (obligatory) to carriers and they'll provide you with information about your delivery by e-mail or text message the evening before.

Please note deliveries outside of the UK can take anything up to 10 days. Follow your order using the tracking link in your despatch email to check if any delivery attempt has been made.

Can I track my delivery?

All orders are sent on a tracked service, so we’ll send you a tracking link by email along with other information about your order if available.

obligatory

you will receive your tracking number when the package is being prepared in our warehouse. 

Products in stock are prepared and sent within 48 hours. 

Products out of stock, but available from suppliers within 3 to 4 days. 

If after 4 days, you have not received your tracking number, then contact us by phone or by email at this address : ordertracking@ceiling-fan.co.uk 

Do I pay customs or import charges?

Yes, out of European Union, you need to pay taxes borders and some fees. 

Our products are sold on a DDU (Delivery Duty Unpaid) Additional taxes, fees or levies may apply according to local legislation.

Recipients of deliveries made outside of the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. Fan boutique cannot offer any assistance in these processes.

To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.

Can I change or add items to my order?

Unfortunately not. Once an order has been placed we cannot amend anything. If you realise an error has been made immediately after ordering, we would suggest whatsapp via LiveChat if the order can be cancelled and refunded. You can then place the order again.

Can I change my address after ordering?

If you notice you have made a mistake in entering your house number or street name, please contact our customer care team via email or Live Chat (whatsapp) as soon as you can after the order has been made as we will always try and accomodate address updates. Sometimes this is not possible if too much time has elapsed between the order and the notification. Please note we cannot change PayPal addresses so please check these before ordering.

Is the site secure?

www.ceiling-fan.co.uk are committed to safeguarding your security and privacy. Your personal details and credit card details are treated as highly confidential and we endeavour at all times to respect your privacy.

When you input your credit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted.

To find out more, follow this link: https://www.ceiling-fan.co.uk/content/13-secure-payment

Returns

How do I return an item?

visit this page for more information on returns : https://www.ceiling-fan.co.uk/content/20-condition-of-returned-items-policy

Can I exchange my item?

Yes, please follow the instructions on your returns slip found in your package.

My Account

Do I need to create an account to shop?

No, but it's worth your while if you do. By registering your details you don't have to enter the same info every time you shop with us and can log in to the app using your fingerprint scanner. You can also choose to receive our e-mail newsletter which will keep you in the loop on the latest releases, exclusive collaborations, sale and much more.

If you forget your password, don't worry and simply click 'forgot my password'. We'll then send you an e-mail that'll tell you how to sort out a new one.

Customer Care Opening Times:

You can get in contact with our customer care team from Monday to Friday from 10 am to 7 Pm. 

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