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Help Centre

  • UK & International Delivery

      UK Standard Delivery: Free for all orders

    Standard Delivery is free. All orders placed (on a working day) by 1.30pm are shipped on the same day. Delivery is typically 2-4 days. We use a mixture of Royal Mail and Parcelforce, depending on the weight of the parcel. We will send a email to you confirming the service and tracking details when we send the parcel.

      UK Next Day Delivery: £4.95

    Orders placed before 3.00pm on a working day will be dispatched that day for delivery the next working day. Please choose an address where the goods can be signed for. All Parcels will be sent by Parcelforce or Royal Mail Special Delivery on a Next working day service. We will send a email to you confirming the service and tracking details when we send the parcel.

    The following services are available for international orders:

    Country Economy Service Priority Service Next Day Service
    Australia £9.95
    (5-10 Working Days)
    £40 (UPS, 3-5 Working Days) Not Available
    Austria £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
    £29.95
    (UPS, 1 Working Day)
    Belgium £5.95
    (3-5 Working Days)
    £9.95 (DHL, 2-3 Working Days)  
    Bulgaria £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Channel Islands £4.95
    (2-5 Working Days)
    £10.95
    (Parcelforce, 1-2 Working Days)
    2
    Cyprus £5.95
    (4-7 Working Days)
    £40
    (UPS, 3-4 Working Days)
    1
    Czech Republic £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Denmark £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Estonia £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Finland £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    France £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    Germany £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    Gibraltar £5.95 (
    4-7 Working Days)
    £40
    (UPS, 2-3 Working Days)
    1,2
    Greece £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Hungary £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Ireland £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    Italy £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    Latvia £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Lithuania £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Luxembourg £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    Malta £5.95
    (4-7 Working Days)
    £40
    (UPS, 3-4 Working Days)
    1
    Netherlands £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    New Zealand £9.95
    (5-10 Working Days)
    £40
    (UPS, 3-5 Working Days)
    1,2
    Norway £5.95
    (4-7 Working Days)
    £19.95
    (DHL, 3-4 Working Days)
    1,2
    Poland £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Portugal £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    Romania £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Slovakia £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Slovenia £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Spain £5.95
    (3-5 Working Days)
    £9.95
    (DHL, 2-3 Working Days)
     
    Sweden £5.95
    (4-7 Working Days)
    £12.95
    (DHL, 3-4 Working Days)
    1
    Switzerland £5.95
    (4-7 Working Days)
    £19.95
    (DHL, 3-4 Working Days)
    1,2
    Notes
    1: Certain heavy & low value items are not available with economy shipping. This will be identified at checkout.
    2: Your country is outside the EU, you will not be charged UK VAT. You may be liable for local customs charges.
  • Reward Scheme Information:

    Facewest Reward Points Scheme

    All customers who create an account at checkout are enrolled into our free rewards programme. The rewards programme is very straight forward. For every £1 you spend on-line you receive 1 reward point worth 10p.

    On future orders each reward point can be redeemed for 10p off that order. You can redeem up to the full order value (not including shipping charges).

    Your Current Points Total

    Please log in to see this total.

    Example

    Your first purchase is for a various items at £100. You pay £100 and earn 100 reward points.Your second purchase is for a items at £50.

    You have 100 reward points earned so you can get a discount of £10 against this order, so you only pay £40. You then earn another 40 points against any future orders.

    FAQ

    How do I know how many points I have?
    If you are logged on it will be shown above.

    How do I redeem my points?
    Add your items to basket, then go to checkout as usual. On the Checkout shipping selection screen it gives you the option to redeem your points. You can redeem as many points as you have earned up to the total order value. You cannot redeem points against shipping charges.

    Do telephone orders count?
    No- You can only earn or redeem points on line.

  • Special orders:

    We are happy to attempt to order in any product that we do not currently have in stock subject to availability. All orders for non stock items are handled by Graham.

    In order to place a special order you need to email Graham with the following details:

    • Your Name and Address
    • Your day time telephone number
    • Full name of product you wish to order and possibly the code as well.
    • Size you require
    • Colour you require (To find the full product name and colour options please see the manufacturer's website).

    You can contact Graham by telephone 01943 870550, but getting the initial information by email does speed the process up.

    Graham can be reached at graham@facewest.co.uk.

    After checking product availability Graham will contact you to confirm details and take payment, we cannot guarantee a delivery time for special orders however we will do everything we can to ensure that it is as short as possible.

    Special Order Conditions

    • Special Ordered items are exempt from our usual 14 day money back guarantee and cannot be returned unless faulty. Colour and size issues are nothing to do with us.
    • There will probably be a delivery charge from the supplier (unless we happen to have a delivery at the same time or the item costs over their shipping threshold.) This charge of will vary depending on the item but can be up to £15, this will be passed on to you. This is not a made up 'admin charge' but a genuine cost that we will have to pay. You may choose to wait and have your order added to our next delivery, or split with another special order customer but this could add several weeks, Graham will give you an estimate of when the next delivery would be.
    • Once the order is placed, it cannot be amended or cancelled.

    We know these conditions seem harsh but Special Orders are only for people who are sure of exactly what they want but are having trouble obtaining it. If that's not you then please do not ask us to special order something for you. However if you are sure then we would be pleased to help.

  • Returns Information:

    Faulty Goods

    In the event of any product being found to be faulty within 28 days of receipt, we will replace with a new item, or refund your money (Your choice). Outside of this 28 day period we but within a year we will arrange repair or replacement of the item.

    Unwanted goods

    We operate a no hassle returns policy. If, for whatever reason, you are unhappy with the products you buy then we will refund you. We just ask that the goods are unused with original packaging, and are returned within 28 days of purchase. For purchases in December the returns period is extended to the end of January - This is to allow for returns of unwanted Christmas presents. By unused we mean that it still is as good as new with the original packaging and any original clothing tags still attached. No returns will be accepted after 28 days except by prior arrangement.
    We cannot accept returns of personalised goods, such as engraved Leathermans.

    Returns Procedure:

    Returned items must be accompanied by a returns form. Click here to download .

  • Payment and Security:

    Payment details

    For online orders we accept payment by either Visa, Mastercard, Solo, Electron, Maestro or Paypal. We do not accept payment by cash, cheque or postal order except by prior arrangement

    Security

    All payment processing is done by SAGE, SAGE are a Natwest Streamline partner and guarantee the highest level of online security. We do not store your card details on any of our systems. We keep your address and order details on a secure system and never share these details with any 3rd parties.

  • Backorder & Stock Information:

    Our Site uses Live stock levels.

    These are 100% live and are a true reflection of our actual stock. All our stock is in our own warehouse, we do not drop ship from other suppliers.

    We use the following stock levels for our products.

    This item is in stock with us in our warehouse.

    Add to basket to back order

    This item is out of stock, we expect this item shortly. If you add it to basket we will ship it to you ASAP. If the item is delayed for more than 2-3 days we will contact you.

    To Order (7 day delivery)

    This is an item we do not stock hold but can get as a special order. Please expect your order to be delayed by about 1 week.

    Sold Out Untill Next Winter (October 11)

    This item is sold out, we are not expecting any more until the date specified. You will not be able to add this to your basket.

    Sold Out

    This item is sold out, we are not expecting any more. You will not be able to add this to your basket.

  • WEEE Regulations:

    The Waste Electrical and Electronic Equipment (or WEEE) Regulations are now U.K. law. All European member States including the U.K. have agreed to reduce the amount of WEEE that is being disposed of in landfill sites. It is important that the amount of WEEE sent to landfill sites is reduced because:

    • Some WEEE can be re-used or recycled. The amount of landfill space available in the UK is decreasing. If we can keep WEEE out of landfill sites it means there is more landfill space available for non-recyclable waste.
    • WEEE can contain hazardous substances. When left in landfill sites the hazardous substances in WEEE can pollute soil and contaminate water supplies. This contamination can damage human health and the environment.

    Distributors of new Electric and Electronic Equipment (or EEE) have a part to play in reducing the amount of WEEE going into landfill sites. Facewest.co.uk are offering our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product.

    For example, if a customer buys a new Headtorch from us we will take back their old Headtorch (provided it is of equivalent type and function) and prevent it going into a landfill site by disposing of it safely. Customers must return their old WEEE within 28 days of purchasing their new item. Customers do not have to pay to return their old item to us. If you wish to return your WEEE item, please contact us at the telephone number at the base of the page.

    Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

    Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste.

  • BFPO Details:

    We are happy to deliver to BFPO addresses., Certain BFPO addresses are eligible for VAT free sales.

    BFPO address outside EU

    If your BFPO address is outside the EU and the delivery address clearly has the country on it then we will not charge you VAT. When we process the order we will manually deduct the VAT.

    If your country is not listed then select UK as your country, and put the true country in the line above.

    If it is not obvious from the delivery address that the destination is outside the EU then we need a copy of a Vat exemption form signed by your CO. Please order by the online store. Please then send an email to sales@facewest.co.uk with your details and let us know that the exemption form will follow. Then fax us the form on 01943 870660. We can only send the goods once we receive the form. Or you can call us on 01943 870550.

    BFPO inside the EU

    Certain BFPO locations are eligible for VAT free sales. We can do these only if you fax a copy of the VAT exemption form to us, signed by your CO. Please order by the online store. Please then send an email to sales@facewest.co.uk with your details and let us know that the exemption form will follow.Then fax us the form on 01943 870660. We can only send the goods once we receive the form. Or you can call us on 01943 870550.

    Sample of the tax exemption form, your C.O. can ammend as necessary. (Word Document)

    Delivery Times

    We will send goods to the BFPO on a next working day service. Standard BFPO delivery times apply after that.

    Our VAT registration number is 780330055.

  • Contacting us:

    Our Office is open 9-5 Monday- Friday

    Email:
    Sales@facewest.co.uk
    Telephone:
    01943 870550
    For International customers the number is +441943 870550
    Fax:
    01943 870660
    Postal Address:
    • Facewest Ltd.
    • Unit 6,
    • Gordon Mill,
    • Netherfield Rd,
    • Guiseley,
    • LS20 9PD

    We are a small business committed to great customer service. For more information please see our About Us page