Free standard delivery (2-4 working days)* is offered on all UK orders. All items on our website are in stock, unless otherwise stated, and ready for UK delivery.
First class delivery (1-2 working days) is available on all UK orders but will incur an additional charge.
- Certain areas of Scotland may require more than 2-4 working days for delivery.
Please note that a signature may be required dependent on the value of your order.
All UK orders will qualify for FREE Standard carriage (delivery service provided by Royal Mail.) Please note that 2D Barcode on your package will inform us that your package has been delivered.
For UK customers who opt for first class carriage - (delivery service provided by Royal Mail) – there will be a charge of £3.95.
Orders placed before 13:00 GMT on a working day will be processed and shipped the same day providing that your payment has been accepted.
Orders placed after this 13:00 GMT deadline may be dispatched on the next working day.
Orders placed on weekends or bank holidays will be dispatched on the next working day.
Here at Fenix we hope that you are completely satisfied with your goods.
However, if for any reason you are dissatisfied with your purchase (wrong colour etc), you have 14 days from the receipt of your order to return it to us, providing a valid reason for return. This will enable us to process a full refund for the value of the returned items to the original payment method within 2-3 working days of receiving the goods. (See ‘Refunds’)
If the goods are not received by us within this 14 day period ( meaning 15-28 days after you have received the goods), we may issue a credit for any goods returned.
Please be aware that the cost of returning any unsuitable goods is your responsibility. Whilst we offer a free delivery service to our UK customers, we do not offer a free returns service.
You may use your own choice of courier service to return unsuitable goods. However, it is wise to use a signature service with an appropriate level of insurance. Please note that if you do not use a recorded service and the returned goods do not arrive, it is your responsibility to claim off your postage provider and not our responsibility to refund).
Return an order from the UK
All goods returned to Fenix Xcell must be in their original condition with all packaging and documentation. Please include your original invoice/ delivery note – with the completed ‘Returns section’ found on the reverse.
Remember to make a copy of the invoice for your own records and enclose the original copy with the returned item.
We ask that this item is in a saleable condition. Therefore in its original packaging and returned in its original condition: not worn, washed, damaged or had the tags removed. Any item which fails to meet these criteria may not be returned.
Please send all returns to:
Fenix Xcell (Returns Dept)
6 Parkfields Farm
Returning Faulty Goods
Fenix Xcell aims to always provide high quality goods that are undamaged and fault free. However, occasionally goods may fall short of set standards and, as a result, need to be returned to us.
‘Faulty’ means that the item has a manufacturing fault or hidden defect, which was present at the time of delivery. An item is not faulty if it has become damaged or faulty because of wear and tear, misuse or accidental damage. (Please note that Fenix Xcell checks the quality and workmanship of goods prior to dispatch.)
Please note that if Fenix Xcell receives no communication from you - within 7 days of delivery - regarding any problems with the goods, you are deemed to have received the goods in optimum condition/ full working order and with no problems.
On receipt of such faulty items, we will then supply replacement goods, a credit note or a full refund of the purchase price; dependent on date of purchase and circumstance and in accordance with the Consumer Rights Act . We will of course bear the cost of any agreed return of faulty goods.
When you select our free standard delivery service and a refund is required - if you send the item back ( in the saleable condition outlined above) within 14 days of you receiving your item - you will be refunded in full.
If a product is returned where postage was charged for, then you will be refunded only for the product and not the postage.
When we receive your returned parcel please allow 2-3 days for us to process this. Any returns received on a Saturday will not be processed until Monday/Tuesday. You will receive a refund confirmation email when your product has been refunded. The refund can take up to 4-5 WORKING DAYS to show up in your Bank/PayPal account. If after 7 working days your refund is not showing in your account please contact us.
Consumer Contracts Regulations
Under the United Kingdom's Consumer Contracts Regulations, you have the right to cancel your order up to 14 days after order receipt date, as long as the items are in their original condition, with all tickets and tags attached.