These answers summarise our main customer policies. The full policy pages apply where more detail is required.
Where do you deliver?
We deliver only to eligible addresses within the United Kingdom. We do not currently offer international shipping.
How much is shipping?
Standard shipping is free on every order.
How long does delivery take?
The estimated delivery time is 3 to 5 business days after order confirmation. Orders received outside Monday to Friday, 09:00 to 18:00 UK time are treated as received on the next business day.
How can I track my order?
Use the tracking link in your dispatch email or visit the Track My Order page. Tracking may take time to update after dispatch.
Can I change or cancel an order?
Email us as soon as possible. We will try to make the requested change, but cannot guarantee it once fulfilment has begun. If the order has shipped, use the return process after delivery.
What is the return window?
You may request a return or exchange within 14 business days after delivery. Statutory cancellation and faulty-goods rights continue to apply independently.
Who pays return shipping?
We cover the reasonable costs of approved returns and exchanges and normally provide a prepaid return label or collection instruction.
When will I receive my refund?
We submit an approved refund to the original payment method within 3 business days after receiving and inspecting the returned goods. Your payment provider may take additional time to display it.
What if my item is damaged faulty or incorrect?
Contact support as soon as reasonably possible with the order number and details. We will provide an appropriate remedy under the Return and Refund Policy and UK consumer law.
Can I exchange an item?
Yes, within the return window and subject to availability. If a replacement is unavailable, we will offer a refund.
Are prices inclusive of VAT?
Prices shown to UK consumers include VAT where applicable unless clearly stated otherwise.
Is Filmhawk Shop a separate company?
No. Filmhawk Shop is the online trading name and storefront operated by FILMHAWK LIMITED, company number SC560183.
How do I contact customer support?
Email support@filmhawkshop.com. Support is available Monday to Friday, 09:00 to 18:00 UK time, excluding UK public holidays. Messages received outside these hours are handled on the next business day.
Do you have a telephone number?
We do not currently provide telephone support. Email and the website contact form are our official support channels.
Do you use a mediator or ADR provider?
We do not currently subscribe to a specific alternative dispute resolution provider. Contact us first so we can try to resolve the matter. Your statutory rights remain unaffected.