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 and VAT
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 personal information
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.