Z - FAQs

Is your site secure?
Yes! We use Shopify, one of the world’s largest hosting platforms. Shopify are accredited and certified by GeoTrust, so we can be sure your payment details are secure. When you enter the checkout you will see the small padlock sign on the top right of the screen in the address bar - this confirms that you have entered a secure payment page.
If you chose to create an account with us you can be safe in the knowledge that we are fully registered with the ICO and comply with their terms of use. We do not share or sell your details with any body - we hate spam as much as you do.
I am ordering from overseas, will I have to pay duty in my destination country?
We ship to the USA and Europe international goods Delivery Duty Paid; that means we take care of the charges that customs will add to your goods if you are importing from us in the UK, so there wont be any additional duty payable when your items are delivered to you.
If you are ordering from countries other than the USA and Europe, there are occasionally additional charges outside of duty charges that are applied to imports by the destination country's government. We do not have any control over these charges therefore if you are in any doubt about paying additional fees it would be advisable to contact the customs office in your home country.
Please contact us at info@shopfactandfiction.com if you would like to check on your country status before ordering and we'll do our best to help.
I'm ordering from overseas, will my item be zero rated for VAT?
If you would like to order products for delivery to a non-EU address, please contact us first at customer services as we are unable to remove the VAT on sales through our website. We can arrange for you to purchase items through a personal invoice and the products will be zero-rated, with no UK VAT chargeable on either. However, the price paid by you for the products and delivery services will remain the same as shown on the website.
Because of this, our website may not be the best way for you to buy products if you're either a non-UK resident and wish to claim back VAT on orders for delivery outside the EU, or you're an EU business customer expecting to buy goods and delivery services without VAT
on them.

Where are you stocked?
You can find a list of our stockists here

Where is my order?
If you have not received your order or you have a question, you can contact us at info@shopfactandfiction.com
UK deliveries are despatched via DPD and depending on your geographical location, can take up to 3 days to be delivered.
For international orders, it can take a few days for your tracking number to be emailed to you as our shipper releases these details when the goods have arrived at the port of the destination country, rather than when the goods are in transit in the UK. If you are in any doubt, or you do not receive notification please don't hesitate to contact us.

How easy it to return my order?
See our Returns policy here.

What is your returns policy?
See our Returns policy here.

Do you pass on my personal details?
No. We do not capture or store any payment details, all transactions are routed through our merchant accounts and we are a fully PCI compliant merchant.
We do not sell or pass on your personal details under any circumstances. We understand that spam is unwanted and nobody likes getting a call about their washing machine warranty from "Jim" in a call centre 3000 miles away, so our policy is that your details are for us, and remain with us.