Frequently Asked Questions (FAQ)
At FWSports Shoes, we believe in complete transparency. Below are the most common questions our customers ask about our products, shipping, and policies. If you don't find the answer you're looking for, please reach out to our support team.
1. General Business Information
Q: Who owns FWSports Shoes?
A: FWSports Shoes is a professional trade name owned and operated by Wellnessmasco Ltd, a company legally registered in England and Wales (Company No: 15150625).
Q: Where is your office located?
A: Our registered administrative office is located at 5 Cameron Terrace, South Tottenham, London, England N15 4FG, United Kingdom.
Please note: This address is for administrative purposes only. Do not send product returns to this location; please follow our official RMA process instead.
2. Shipping & Delivery
Q: Which countries do you ship to?
A: Currently, we ship exclusively to the United Kingdom, the United States, and Canada.
Q: How much does shipping cost?
A: We offer a simple, flat-rate shipping fee of $12.00 USD for all orders, regardless of the number of items or destination (UK, USA, or Canada).
Q: How long will it take to receive my order?
A:
- Order Processing: 1–3 business days (Monday–Friday).
- Transit Time: 7–10 business days (Monday–Friday).
- Total Delivery: 8–13 business days (Monday–Friday).
Q: Which carriers do you use?
A: We partner with world-class logistics providers, including DHL Express, UPS, and USPS, to ensure safe and timely delivery.
3. Payments & Security
Q: What payment methods do you accept?
A: We accept all major secure payment methods: Visa, Mastercard, Maestro, American Express, Discover, Diners Club, JCB, UnionPay, and Google Pay.
Q: Is my payment information secure?
A: Absolutely. Our website uses 128-bit SSL encryption to protect your data. Furthermore, we are PCI DSS compliant, meaning we never store your full credit card information on our servers.
4. Returns, Refunds & Warranty
Q: What is your return policy?
A: We offer a 30-day return window. If you are not satisfied with your purchase, you can return the unworn shoes in their original packaging within 30 days of delivery.
Q: Do you charge a restocking fee?
A: No, we do not charge any restocking fees for returns.
Q: Does my purchase come with a warranty?
A: Yes! All our footwear comes with a 1-year limited warranty against manufacturing defects (e.g., sole separation, stitching issues). Please contact us at info@fwsportsshoes.com for warranty claims.
Q: How long does it take to receive my refund?
A: Once we receive and inspect your return, we process the refund within 7 business days (Monday–Friday). Please note that it may take an additional 3–5 business days (Monday–Friday) for the funds to appear in your account, depending on your bank's processing time.
5. Order Management
Q: Can I cancel my order?
A: Yes, you can cancel your order within 24 hours of placement for a full refund. After 24 hours, the order is processed for shipment and cannot be cancelled.
Q: How do I track my order?
A: Once your order is shipped, we will email you a tracking number and a link to the carrier’s website (DHL/UPS/USPS), where you can monitor your package in real-time.
6. Product & Sizing
Q: How do I find the right size?
A: We provide a detailed size guide on every product page. We recommend measuring your foot length to ensure the best fit before ordering.
Q: Are the colours of the shoes accurate?
A: We strive to display colours as accurately as possible. However, due to different monitor settings, there might be a slight variation in the actual colour.
7. Customer Support
Q: How can I contact you?
A: You can reach us via:
- Phone: +44 20 3322 5623
- Email: info@fwsportsshoes.com
- Live Chat: Available on the website During business hours
Q: What are your business hours?
A: Our support team is available. Monday – Friday, 09:00 AM – 05:00 PM (GMT+00:00) Greenwich Mean Time (London). We are closed on weekends and UK public holidays.
