Shipping policy
Shipping & Returns Policy
This Policy sets out how products purchased through our website are dispatched, delivered, and (where applicable) returned. It applies to all customers, regardless of location, and operates alongside our Terms & Conditions.
1. INTRODUCTION
This Shipping & Returns Policy explains how your order is fulfilled, where it ships from, the timelines you can expect, and your rights if something goes wrong.
It applies to all orders placed through our website and is aligned with applicable EU, UK, and international consumer protection laws. It must be read together with our Terms & Conditions.
2. DEFINITIONS
• "We", "Us", "Our" - FKSuffering
• "You", "Customer" - any user purchasing products through the website
• "Distributor" - the third-party fulfilment, print, and logistics partners we use to manufacture, store, and dispatch products
• "Books" - physical book products published under the fksuffering™ imprint
• "Apparel & Merchandise" - clothing, accessories, prints, and other branded goods produced on demand
• "Order" - any confirmed purchase made through the website
3. FULFILMENT MODEL
Orders are fulfilled by separate distributors depending on the product category and your delivery address. This is intentional. It allows us to dispatch from the location closest to you, which reduces shipping costs, shortens delivery times, and avoids cross-border customs charges.
As a result, an order containing more than one product type may arrive in two or more separate shipments, with separate tracking numbers and separate delivery dates. This is normal and does not indicate a problem with your order.
4. BOOKS
4.1 Where Books Ship From
Books are dispatched by our fulfilment distributor from one of two warehouses, based on your delivery address:
• EU orders: shipped from our distributor's warehouse in Germany
• UK orders: shipped from our distributor's warehouse in the United Kingdom
This split is in place to keep shipping affordable and to avoid cross-border customs duties for EU and UK customers.
4.2 Delivery Times
Estimated delivery times are provided at checkout and depend on your location and the carrier used. These times are estimates only and are not guaranteed. Risk in the goods transfers to you upon delivery.
4.3 Tracking
Once your order is dispatched, you will receive a confirmation email containing tracking information.
5. APPAREL & MERCHANDISE
5.1 Where Apparel & Merchandise Ship From
Apparel and merchandise are produced on demand and dispatched by a separate distributor. Items are shipped from the production facility closest to you:
• EU orders: produced and dispatched from within the EU
• UK orders: produced and dispatched from within the United Kingdom
This routing is designed to reduce shipping costs and avoid cross-border customs charges for our EU and UK customers.
5.2 Production & Delivery Times
Because apparel and merchandise are made to order, total delivery time consists of a production window followed by a shipping window. Estimated timelines are shown at checkout. These are estimates only and are not guaranteed.
6. SPLIT SHIPMENTS
If your order contains both books and apparel, or contains items produced by different distributors, you should expect:
• Two or more separate parcels
• Separate dispatch confirmations and tracking numbers
• Different delivery dates for each parcel
Each parcel is fulfilled independently by the relevant distributor. Receiving one parcel before another is expected behaviour and not a sign that part of your order is missing.
7. INTERNATIONAL ORDERS (OUTSIDE EU & UK)
For deliveries outside the EU and the UK, customs duties, import taxes, and handling fees may apply on arrival. These charges are determined by the destination country and are the responsibility of the customer. We have no control over these charges and cannot estimate them in advance.
8. RIGHT OF WITHDRAWAL (EU/UK CONSUMERS)
8.1 14-Day Withdrawal Right
If you are a consumer based in the EU or the UK, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. To exercise this right, contact us at info@fksuffering.com with your order number before the 14-day period expires.
8.2 Exceptions
In line with applicable consumer law and our Terms & Conditions, the right of withdrawal does not apply to:
• Goods that have been used, worn, washed, or damaged after delivery
• Sealed goods that have been opened after delivery and are unsuitable for return for hygiene reasons
• Items personalised, customised, or made to your specifications, including made-to-order apparel and signed limited editions
• Digital content, including ebooks and audiobooks, where access has been granted with your consent
Where the right of withdrawal does apply, goods must be returned in their original condition and original packaging. You are responsible for return shipping costs unless the goods are faulty or were sent in error.
9. RETURNS PROCESS
9.1 Initiating a Return
To initiate a return, email info@fksuffering.com with your order number and the reason for return. We will reply with the correct return address. Do not return items without contacting us first. Returns sent to the wrong address may be refused or lost in transit, and we cannot accept responsibility for such returns.
9.2 Return Destination
Returns must be sent back to the same distributor and warehouse from which the item was dispatched:
• Books shipped from the EU warehouse: must be returned to that EU warehouse
• Books shipped from the UK warehouse: must be returned to that UK warehouse
• Apparel & merchandise shipped from within the EU: must be returned to the EU production facility
• Apparel & merchandise shipped from within the UK: must be returned to the UK production facility
If your order arrived as multiple shipments, each item must be returned to its respective origin. We will provide the correct address for each item when you contact us.
9.3 Refunds
Once your return is received and inspected, we will confirm whether the refund is approved. Approved refunds are issued to the original payment method within 14 days of receipt of the returned goods. Original shipping costs are non-refundable unless the return is the result of a fault on our side.
10. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your item arrives damaged, defective, or is not what you ordered, contact us at info@fksuffering.com within 14 days of delivery. Include your order number, a description of the issue, and clear photographs of the product and packaging.
Damaged, defective, or incorrect items are handled in accordance with Section 12 (Faulty Goods) of our Terms & Conditions. Depending on the circumstances and applicable consumer law, you will be entitled to a repair, replacement, or refund.
Damage caused after delivery, including damage caused by misuse, washing errors, alteration, or general wear and tear, is not eligible for return or refund.
11. UNITED STATES ORDERS
All sales to customers in the United States are final. We do not accept returns or exchanges for change-of-mind reasons on US orders.
The only exception is for items that arrive damaged, defective, or incorrect. In those cases, contact us at info@fksuffering.com within 14 days of delivery, with your order number and clear photographs of the product and packaging. Eligible cases will be resolved through repair, replacement, or refund in accordance with Section 12 (Faulty Goods) of our Terms & Conditions.
12. UNDELIVERED, LOST, OR DELAYED PARCELS
If your parcel has not arrived within the estimated delivery window, contact us at info@fksuffering.com with your order number and tracking reference. We will work with the distributor and carrier to locate the parcel.
Where a parcel is confirmed lost in transit, we will arrange a replacement or refund. Where a parcel is returned to the distributor due to an incorrect address, an unsuccessful delivery attempt, or non-collection, we may charge for redelivery.
13. CANCELLATIONS
Orders may be cancelled before they are dispatched. Once an order has entered production or has been handed to the carrier, it cannot be cancelled and must be handled through the returns process where applicable. To request a cancellation, contact us at info@fksuffering.com as soon as possible.
14. CHARGEBACKS
In line with our Terms & Conditions, raising an unjustified chargeback in place of contacting us first may result in account restrictions and recovery of associated losses. Please reach out to us before initiating a chargeback. We will work with you to resolve the issue.
15. GOVERNING LAW
This Policy is governed by the laws of Malta. Mandatory consumer protections in your country of residence remain unaffected.
16. UPDATES
We may update this Policy at any time. Continued use of the website and placement of new orders constitutes acceptance of the updated version.
17. CONTACT INFORMATION
FKSuffering
Email: info@fksuffering.com