Frequently Asked Questions
> Where should
complaints be directed?
If you have any problems that haven’t been resolved by our team, you can
complain by letter, phone, fax or email. Complaints will be managed
confidentially and you’ll receive a reply within 5 working days.
> Published prices
Goods are charged at price shown on the product page on the date the
customer places the order. Prices are inclusive of UK VAT (value added
tax) – we are unable to supply goods net of VAT outside the UK. Prices
are correct at time of publication. Errors and omissions are excepted.
Orders will be processed at our published prices, but in the case of any
unexpected change in price, you will be asked if you wish to proceed
with your order.
> Protecting your
We do not and will not disclose any of your information to third party
companies. From time to time we might use your contact details to invite
you to promotional events like sales or announce new lines and to send
our e-magazine to you. You can unsubscribe to our promotional
communications at any time.
Your payment details are 100% secure when you shop at FHTM. We hold a
secure certificate denoted by the address https: when you click through
to your shopping cart. Credit card transactions are processed through Secure Trading and Alliance and Leicester (Santander) Bank
> Supply of Goods
We know it’s irritating when you place an order for something which
turns out not to be in stock! As such, we manually update the site with
stock levels every day. If you do order an item which is unavailable,
you’ll be offered a refund or alternative – as you prefer. Nothing will
be sent without your agreement. We endeavour to supply goods as
described on our site.
> Telephone Orders
Credit card fraud is an increasing problem, so Visa and Mastercard have
introduced online security password systems (Verfied by Visa, Mastercard
Secure) to protect customers. Unfortunately we cannot use these systems
on telephone orders, so we have taken the decision to only take orders
placed through our internet site. If you need any help placing an order,
please call our enquiry line on 0845 867 8879. In addition, we reserve
the right NOT to supply goods where we suspect a fraudulent or
unauthorised transaction has taken place. In these circumstances we will
inform you and make an immediate refund to the card used.