Frequently Asked Questions (FAQ)
Welcome to the FWSports Shoes FAQ. Here you can find information about ordering, shipping, delivery, tracking, cancellations, returns and customer support.
If you need additional assistance, please contact us at info@fwsportsshoes.com or call +44 20 3322 5623.
1. Where does FWSports Shoes ship?
We currently ship to:
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United Kingdom
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United States
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Canada
We do not currently ship to other countries.
For the latest information about delivery destinations, please refer to our Shipping Policy.
2. How much does shipping cost?
We charge a flat shipping fee of $12.00 USD per order, regardless of the order size or supported destination.
The applicable shipping charge will also be shown during checkout.
3. How long does delivery take?
Our current estimated order timeframe is:
Processing time: 1–3 business days
Delivery time: 7–10 business days
Total estimated time: 8–13 business days
Business days are Monday to Friday, excluding UK public holidays.
These timeframes are estimates rather than guaranteed delivery dates. Delivery may occasionally be affected by customs clearance, carrier delays, extreme weather or other circumstances outside our control.
4. What is your order cut-off time?
Our order cut-off time is 12:00 PM GMT, Monday to Friday.
Orders placed after 12:00 PM GMT, on weekends or on UK public holidays will begin processing on the next business day.
5. When will my order be dispatched?
Orders normally require 1–3 business days for processing before dispatch.
Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking information.
6. Do you offer express shipping?
We currently operate according to the shipping options and rates displayed at checkout and described in our Shipping Policy.
Our standard estimated delivery timeframe is 7–10 business days after processing.
Please refer to the Shipping Policy and checkout for the shipping services currently available for your order.
7. Which shipping carriers do you use?
Depending on your delivery location and carrier availability, orders may be shipped using:
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DHL Express
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UPS
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USPS, primarily for final-mile delivery within the United States
The carrier selected for your order will depend on the destination and availability at the time your order is dispatched.
8. How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
Tracking information normally becomes active within 24–48 hours after dispatch.
You can also use the Order Tracking page on the FWSports Shoes website.
9. Where are orders shipped from?
FWSports Shoes is operated by Wellnessmasco LTD, with its administrative headquarters in London, United Kingdom.
Products may be dispatched from our international distribution centres to fulfil orders to our supported delivery destinations.
Your tracking information will provide updates once your order has been dispatched.
10. What should I do if my order is delayed?
Our estimated total order timeframe is 8–13 business days, including processing and delivery.
If your order has not arrived within 15 business days after receiving your dispatch confirmation, please contact:
We will investigate the delivery with the relevant carrier.
Occasional delays may occur because of customs clearance, weather conditions, carrier disruptions or other circumstances outside our control.
11. What happens if I provide the wrong delivery address?
Customers are responsible for providing a complete and accurate shipping address during checkout.
If our address verification process identifies a possible problem with your address, we may contact you by email before dispatch. This may delay processing.
If an order is returned because an incorrect address was provided or because of repeated unsuccessful delivery attempts, additional reshipping charges may apply.
If you notice an error shortly after placing your order, please contact us as soon as possible.
12. Can I change my delivery address after placing an order?
You may request an address change within 24 hours of placing your order.
Please contact us as soon as possible at:
Once an order has entered processing or has been dispatched, we may no longer be able to modify the shipping address.
13. Can I cancel my order?
You may request cancellation within 24 hours of placing your order by contacting us at:
Once an order has entered processing or has been dispatched, it cannot be cancelled or modified before delivery.
UK customers also retain their applicable statutory cancellation rights, including rights provided under the Consumer Contracts Regulations 2013.
Please see our Cancellation Policy and Return & Refund Policy for full details.
14. What happens if nobody is available to receive my delivery?
If the carrier is unable to complete delivery, they may leave a notification or attempt redelivery.
If a package is eventually returned because of multiple failed delivery attempts, additional reshipping charges may apply.
Please monitor your tracking information and follow any instructions provided by the carrier.
15. What should I do if my order arrives damaged?
Please inspect your order when it arrives.
If an item is damaged, incorrect or has missing contents, please contact us within 48 hours of delivery at:
Please provide:
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Your order number
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A description of the problem
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2–3 clear photographs showing the damaged or incorrect item
For verified cases, we will arrange an appropriate replacement or full refund at no additional cost to you.
Your statutory consumer rights are not affected.
16. What should I do if I receive the wrong product?
Please contact us within 48 hours of delivery at info@fwsportsshoes.com.
Include:
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Your order number
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Details of the item you ordered
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Details of the item you received
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2–3 clear photographs of the product received
Once the issue has been verified, we will arrange a replacement or full refund at no additional cost to you.
17. What happens if my tracking says “Delivered” but I cannot find my package?
First check:
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Around your property and any designated safe location
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With other members of your household
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With neighbours where appropriate
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Any delivery notice or tracking information provided by the carrier
A carrier tracking status marked “Delivered” constitutes confirmation of delivery.
If you believe a package has been stolen following confirmed delivery, please contact the delivery carrier and your local police.
You may also contact our customer support team if you require information relating to your shipment.
18. Will I have to pay customs duties or import taxes?
United Kingdom
VAT is included in the purchase price where applicable.
United States and Canada
Orders may be subject to applicable customs duties, import taxes or brokerage charges depending on local regulations.
Any unexpected customs duties, import taxes or brokerage charges are the responsibility of the customer.
FWSports Shoes cannot predict or control charges imposed by local customs authorities or other third parties.
19. What currency does FWSports Shoes use?
Under our current Shipping Policy, product prices and shipping fees are listed and charged in US Dollars (USD).
If your payment account uses another currency, your bank, card issuer or payment provider may perform a currency conversion and may charge a conversion fee.
Any such fee is determined by your payment provider and is outside the control of FWSports Shoes.
20. Will I receive an invoice?
Yes.
A digital invoice will be sent to the email address associated with your order after purchase.
A physical packing slip will also be included with your shipment.
21. Why might I be asked to verify my order?
For the protection of our customers and our business, orders may undergo security screening.
If suspicious or unusual activity is identified, we may request additional verification before dispatching the order.
This helps us prevent fraudulent transactions and unauthorised purchases.
22. What is your returns policy?
Return eligibility and procedures are explained in our Return & Refund Policy.
Please review the policy before returning an item so that you understand:
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Return eligibility
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Return timeframes
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Product-condition requirements
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Return procedures
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Refund processing
UK customers retain their applicable statutory consumer rights.
23. How do I contact FWSports Shoes?
For questions about your order, shipping, delivery, returns or our products, please contact us:
FWSports Shoes
Trading name of Wellnessmasco LTD
Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623
Business Hours:
Monday–Friday
09:00–17:00 GMT
Registered Office:
5 Cameron Terrace, Herbert Road, South Tottenham, London, England, N15 4FG, United Kingdom
Company Registration Number: 15150625
Live chat is also available on our website during business hours.
24. Where can I read your store policies?
Our website provides dedicated pages covering:
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Shipping Policy
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Return & Refund Policy
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Cancellation Policy
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Terms of Service
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Privacy Policy
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Payment Policy
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Warranty Policy
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Cookies Policy
We recommend reviewing the relevant policies before completing your purchase.
25. Who operates FWSports Shoes?
FWSports Shoes is a trading name of Wellnessmasco LTD, a company registered in England and Wales.
Company Registration Number: 15150625
FWSports Shoes operates as an independent online footwear retailer.
For more information about our business, please visit our About Us page.