Delivery and returns information
Delivery charges
All orders are subject to a minimum delivery charge. This will be waived if you arrange a courier or collect the items yourself, and some items receive discounted delivery.
Delivery outside of Great Britain
Our online shop does not ship outside Great Britain; if you require delivery outside the British Isles please contact us to order and we will calculate the delivery costs for the items you want to purchase. More details at https://www.fareastwok.com/2021/01/05/shipping-to-the-european-union-eu/ You may wish to arrange your own courier, please see below:
Organise your own courier or collect
You may wish to arrange a courier yourself, or pick the items up from our site, in which case we shall waive delivery charges but may still charge a handling fee for packaging (which will be packed the same if shipping ourselves). We will be happy to provide information regarding sizes and weights via e-mail or telephone (details on the contact us page)
Please collect or arrange delivery from the following address:
Far East Kitchen Solutions,
Coney Green Farm,
Market Street,
Clay Cross,
Derbyshire.
S45 9NE
United Kingdom
Delivery times, carriers and methods
We use a variety of carriers in order to provide you the cheapest delivery rates possible, some items are even dispatched directly from our suppliers. Unfortunately, this means it is not possible to give a general timescale for deliveries. You should receive the vast majority of items within 2 to 4 working days. Hong Kong YPT equipment can take up to 10 weeks for delivery as we only keep a limited stock in the UK. Some items are manufactured to order and these are subject to lead times of several weeks. If you order is urgent, please contact us beforehand for a delivery estimate. We are closed during weekends, Bank Holidays and over the period between Christmas and New Year and unable to dispatch items during these times (see Contact Us page for full details).
Bulkier items will be delivered to the kerb side by tail-lift lorry, you will need either a fork lift or several people to assist with unloading. The purchaser should advise their insurers in advance of delivery, if required. The customer must inform the company if there is no off-loading facility on site or of difficult access, for items over 250 kg weight.
If the ordered goods are not in stock we shall inform our customers immediately. We will keep our customers updated of products being manufactured or imported. If you require urgent or next day delivery please call us.
Some orders will receive tracking numbers which will allow you to see a delivery estimate directly from the carrier. This information will be e-mailed to you.
Whilst the Company will make every reasonable effort to deliver the goods in accordance with pre-arranged dates and times no guarantee is given by the Company as to delivery times or dates nor will it accept liability for loss or damage occasioned by any delay in delivery.
Delivery will be made to the address specified by the customer. The customer shall not be entitled to refuse delivery on the grounds that only part of the goods ordered are included in a particular delivery. Where the order or contract is for the supply of goods only delivery of the goods shall be deemed to be made on the arrival of the goods at the nominated delivery point prior to off loading and the risk in the goods shall thereupon pass to the purchaser.
Undeliverable packages
When a postal carrier returns an undeliverable package to us, we can issue a refund (excluding delivery charges and restocking charge which will be £20 or up to 25% of total order value, whichever is greater). We are also able to re-send packages that are returned to us as undeliverable, however you will need to pay any shipping charges again and reconfirm your address details.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four weeks from the original order date, please contact us using the details at the bottom of this page.
Claims for damages or short delivery
Where the customer shall seek to claim for damage in transit or for shortage of delivery or loss of goods this must be done in writing to us within three days of delivery. The customer should also make a note of the damage on the delivery note. Note that in some instances your delivery may arrive split as multiple shipments so please check your delivery note before contacting us regarding short delivery.
Please ensure that you inspect the package when the carrier delivers it before you sign for it. Check that the outer package is free of any kind of damage. If there is damage to the outer packaging, please either refuse delivery or sign as damaged, otherwise we may not be able to take the matter further. You should take photos of the packaging and damage to the goods that can be e-mailed to us.
Returns
Under the the Consumer Protection (Distance Selling) Regulations 2000 any order placed with the Company is classified as a business-to-business (b2b) transaction. You may cancel (sometimes referred to as the cooling off period), for example if your goods are not required or ordered incorrectly. You must notify us in writing of your intention to cancel no later than 7 working days after delivery.
Your goods must be returned undamaged within 14 days of delivery in the original packaging and we will then refund you, less a restocking charge of £20 or 25%, whichever is greater. No postal/delivery/shipping charges will be refunded. It is your (the customers) responsibility to organise shipping back to us or any UK address we specify. We may be able to arrange shipping for you, subject to additional charges, including an administration fee. This does not affect your statutory rights.
Please note that specially commissioned and bespoke items are not refundable and subject to additional terms and conditions which are detailed under “Terms of Payment ” in the terms & conditions. If you were advised by our representatives that an item is unsuitable before ordering it, you forfeit the right to a refund once the item is dispatched.
If your order arrives damaged or faulty please contact us within 3 working days of receipt to arrange a replacement or repair. You must inspect the package and item when delivered and ensure you sign it for it as damaged, if it is. Failure to do so may limit our ability to remedy the situation. We may require you to send photographs of the damage and packaging before accepting the return.
If you need to return an item, you must contact us via e-mail or telephone first, using the details at the bottom of this page and receive authorisation from us. Please ensure the item you are returning has all the original packaging and is well wrapped. Our returns address is:
Far East (RETURNS).
Coney Green Farm,
Lower Market Street,
Clay Cross,
Derbyshire.
S45 9NE
All orders are subject to our Standard Terms & Conditions of Sale. Additionally, the information below applies to online and telephone orders.
Terms & conditions
General
These conditions shall apply to all quotations and all orders and contracts for the manufacture or sale of goods accepted by Far East Europe Limited, Wok 2000 Limited, Far East London Limited and Far East Industries Limited (Far East Group, herein referred to as the Company). These Terms & Conditions are in addition to those outlined at https://www.fareastwok.com/standard-terms-conditions-of-sale/
Property in the Goods
The legal title to any goods supplied by us shall not pass to the customer until the full price of the goods and all monies payable by the customer to us in respect of the goods have been paid.
If the customer defaults in any payment due to us then we may forthwith take possession of all goods in respect of which such payments are due. It is hereby agreed that for the purpose of recovery of our goods we shall have the right to enter into the customer’s premises where the goods are stored for the purpose of removing our goods. Where the company is forced to take recovery of goods a re-stocking charge of 25% will be made to the customer.
Liability
The goods supplied by us should only be installed by suitably qualified tradesmen and in accordance with the relevant standard. The goods should only be installed and operated in accordance with the manufacturers instructions. The customer is responsible for ensuring that all persons using the goods shall be trained and familiar with the proper method of operation.
Image Accuracy
We take great care to ensure that all images are a true representation of our products. We take no responsibility for slight changes in manufacturers deviations or changes in specification, especially with naturally occurring products such as slate and stone. Please note that for products with several variants, we are sometimes only able to show images for one of the variations, so please check which model you have selected carefully.
Terms of Payment
Unless otherwise stated in writing payment is due in full at time of order. Without prejudice to any other remedies we may have upon cancellation of an order for specially commissioned items the customer agrees to pay any costs we have incurred at the time of cancellation plus a handling charge of 25% of the total original contract price. Where any payment is made later than these conditions stipulate interest at the rate approved under Late Payment Legislation shall be applied to the amount outstanding on a daily basis from the date of the original invoice until such time as the debt is paid.
Prices
All prices are subject to Value Added Tax at the relevant rate in force at the time of supply.
Law
The Laws of England shall govern all contracts and the parties submit to the exclusive jurisdiction of the English Courts.
Translation and language
Only English language text on this website and received in communications from us has legal standing. Any translations, where provided and wherever human or computer generated are provided for convenience only and are not legally binding. Correspondence that Far East Group receives in languages other than English we may take to have legal standing and/or contractual agreement and obligation where no English translation has been provided by the sender.
Privacy Policy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998. We collect information about you in order to process your orders and to provide you with the best possible service. We respect the privacy of our customers.
We do not make our mailing list available to any other company, but the information you provide may be used for direct marketing purposes by us. If you do not wish your information to be used for such purposes please inform us when you have entered your personal details.
The type of information we will collect about you includes:
1. your name, delivery and/or payment addresses, telephone numbers, email address
2. Payment details
We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. Any payment details we hold will be removed/destroyed once we have processed your payment. If you have any questions/comments about privacy, you should email us.
Payment methods
Pay online using a debit or credit card
We process all major debit and credit cards (Visa Debit, Debit Mastercard, Maestro, Visa Electron, Visa and Mastercard) securely through WorldPay. Regrettably, we are unable to accept AMEX. You will be e-mailed a payment receipt and order confirmation immediately, a printed invoice will be delivered with your goods. Note: We only accept credit cards online through our webshop, if you place an order through the phone or e-mail then payment is debit card or BACS only.
We offer a variety of ways for you to pay for your order. Whatever method you choose, you can feel safe in the knowledge it will be secure and we will only hold your payment details as long as necessary. We do not accept online payment through out website at this time.
Debit card (via Telephone)
Pay with a debit card over the phone, call 01246 251188 (0900-1700 weekdays) and ask for “online shop payment”.
We can process all major debit cards (Visa Debit, Debit Mastercard, Maestro, Visa Electron). Regrettably, we are unable to accept any credit cards or AMEX.
We will need the following information to process your payment:
16 digit card NumberStart dateExpiry dateSecurity code on reverse (CVC2)Card type (debit or credit)Name on cardHouse number and postcode of account holderDaytime contact telephone numberOrder ID
Bank Transfer (Faster Payments, BACS etc)
Pay from your online banking directly into our bank account, please use your Order ID as the payment reference. We’ll e-mail you our bank sort code and account number when you’ve placed your order.
Your order won’t be shipped until the funds have cleared into our account. If your order is urgent, please call or e-mail when you have sent funds to so we may dispatch your order promptly.
Cheque (via Post)
Post your cheque to Far East, Coney Green Farm, Lower Market Street, Clay Cross, Derbyshire S45 9NE.
Please make cheques payable to “FAR EAST” and write your Order ID and postcode on the back of the cheque. Your order won’t be shipped until the funds have cleared in our account. We do not recommend paying by cheque for goods which are time critical, as the combination of post and cheque clearance delays can typically add 5 working days to our normal order processing time.
All orders are subject to our Standard Terms & Conditions of Sale. Additionally, the information above applies to online and telephone orders.