Terms & Conditions
Please read these Terms and Conditions carefully as by using any part of this website, including completing any customer registration with us and/or placing an order on the website, you will be deemed to have understood and agreed to be bound by these Terms.
We may update these Terms and Conditions from time to time and any changes will be notified to you via the e-mail address provided by you on registration or via a suitable announcement on the Fitlegs website. The changes will apply to the use of the Fitlegs website after we have given notice. If you do not wish to accept the new Terms and Conditions you should not continue to use the Fitlegs website and the Online Stores. If you continue to use the Fitlegs website after the date on which the change comes into effect, your use of the Fitlegs website indicates your agreement to be bound by the new Terms and Conditions. You place your order by clicking on the submit order button at the end of the online order process. You will be guided through the process of placing an order by a series of simple instructions on the website.
Once you have placed your order, we will send you an acknowledgement email detailing the goods that you have ordered, a payment reference and the value of your order which will be debited from your credit/debit card. You will be sent an invoice/receipt with the goods ordered.
Unless we have notified you that we are not able to accept your order, or you have cancelled your order in accordance with the Cancellation and Returns Procedures set out below; our acceptance of your order and the completion of the contract between you and us, will take place at the time and date that we notify you by e-mail informing you we have despatched the goods ordered by you. The deemed time and date of receipt by you shall apply regardless of whether, for reasons beyond our control, you have not received that email.
If we are unable to fulfil your order following our acknowledgement we will contact you by email or telephone to advise you of this as soon as possible. You will be given a full refund of what you have paid in relation to any such non-fulfilled order.
We are able to take orders over the phone. For the order we will need to take the following information:
Credit card number
Security Number on the back of your card
Mainland UK & Northern Ireland
Delivery is by Royal Mail Second Class.
Standard U.K. delivery. We always aim to deliver within 3 – 5 working days.
The delivery charge is shown in the shopping cart and during checkout.
Please note: We do not accept any liability whatsoever for any delay in delivery caused by third parties (including Royal Mail or any mailing or courier service companies) that we may use to deliver your order. During holiday periods and in cases where there are delays beyond our control please allow one further week.
Depending on weight we may have to make a surcharge for certain deliveries to the Channel Islands, Isle of Man and the Highlands and Islands. In these cases, we will email you to confirm the amount before we despatch your order.
You should inspect the goods when you receive them for damage or defects. In the event that your order is incorrectly shipped or found to be damaged or defective, please contact us within 2 working days of receipt of goods.
Once a damaged or defective good has been identified please notify us immediately via firstname.lastname@example.org so that we are aware of the issue. Please include in this email your order number, name, postcode, product code and batch number that can be found on the packaging delivery note. Please also include pictures of the damaged item for regulatory purposes.
Once we have been notified, you will receive a confirmation email and we will open an investigation. Once all the above details are received, should we see fit Fitlegs will send a pre-paid envelope for the goods to be returned.
Dependent on the result of the investigation we will then offer you either a full refund or a replacement including postage on receipt of the goods within a 30 day period.
Responsibility for risk of damage or loss of the goods shall pass to you on delivery or, if you fail to take delivery of the goods, at the time when the goods are delivered (or delivery is attempted) to you in accordance with your instructions.
Ownership of the goods shall pass to you upon delivery of the goods and on our receipt of full payment. Legal ownership of the goods will immediately revert to us if our internal investigation results in us refunding any such payment to you or if the goods are returned in accordance with any cancellation, refund, return or exchange policy as posted on this website.
POSTING ALL RETURNS
Wrap the items securely in their original packaging. Then use the pre-paid returns envelope provided to send your return.
Fitlegs stockings/compression socks cannot be returned or exchanged due to hygiene reasons as they cannot be resold. Please do not return your stockings without receiving a request from our customer service team first.
The only reason that we will accept a return and subsequent refund is due to a manufacturing issue with the product in question. Ensure that the product you purchase is the correct size for you using the product specific sizing charts on our website.
We do not accept any liability whatsoever for any misplaced or lost return deliveries caused by third parties.
Return postage for goods returned without confirmation from the customer service team via email@example.com shall be solely at your cost.
RECEIVING YOUR REFUND
We will contact you by email or post when your refund has been processed. All refunds will be paid with receipt of the goods and within 30 days, or where applicable replacement goods will be despatched to you as soon as possible, with no further costs to you.
Customers are required to take reasonable care of the goods whilst they are in their possession. We will not accept any responsibility for loss or damage to goods returned in this way until they are received at our above address. If you have any queries about our delivery and/or refund policy we are always happy to help.
ONLINE SECURE PAYMENT SYSTEM
We use Stripe as our payment system. All the credit card information is processed by Stripe, no credit card data is held by us in any form.
Communication between the shopper and Stripe is encrypted to the maximum strength supported by the shopper’s browser using TLS or 128 Bit SSL. Shoppers are also protected from fraudulent use of their card in a “card not present” environment, by their card issuers. The card issuers provide the right for shoppers to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently.
Stripe supports the full range of fraud-prevention methods including online transaction authorisation and cardholder verification.
The Stripe payment system uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data.
Stripe accepts payments from Visa, MasterCard, Visa Delta, Maestro/Switch, Visa Electron and Solo. All transactions are in pounds sterling.
If paying by credit or debit card please provide the billing address your card provider holds on file.
You confirm that the credit or debit card being used is yours. We cannot be liable for any unauthorised transactions nor can we be held liable for any denied payments which are a result of the information provided by you.
All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or subsequently refuses to, or does not, for any reason, authorise payment to us, we will contact and inform the cardholder.
We shall not be responsible for any costs or inconvenience caused by a subsequent delay, denial or payment or subsequent non-delivery of any Goods on the basis of the above.
Fitlegs shopping site is fulfilled by Griffiths and Nielsen Ltd, their name will appear on your credit card statement.
Please contact us via our contact page if you have any queries.