Return and refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at concierge@fscmayfair.com.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at concierge@fscmayfair.com
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund has been approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we've approved your return, please contact us at concierge@fscmayfair.com.
Fraudulent activity
This section outlines our procedures for identifying, mitigating, and responding to fraud committed by external customers, clients, or third-party entities.
1. Types of Customer Fraud Covered
This policy covers intentional deceptive acts committed by customers resulting in financial or material loss to the Company, including, but not limited to:
- Payment Fraud: Use of counterfeit, stolen credit or debit cards, fraudulent checks, or unauthorised payment methods.
- Returns Fraud: Returning stolen or counterfeit goods, or making false claims about product damage/non-receipt for refunds.
- Identity Fraud: Using false or stolen identities to open accounts, secure credit, or purchase high-value goods/services.
- Warranty/Service Fraud: Making false claims to receive replacement products or services under warranty.
2. Detection and Due Diligence Procedures
All relevant departments, e.g., Sales, Credit, Shipping, must implement and adhere to due diligence protocols to detect potential fraud:
- Payment Screening: Utilise approved third-party services to verify payment details and flag suspicious transactions (e.g., mismatched billing/shipping addresses, high-velocity purchases).
- Suspicious Activity Monitoring: We recognise and report indicators of fraud (e.g., requests for rushed shipping to non-standard addresses, suspicious bulk purchases with non-matching names).
3. Response Protocol for Suspected Fraud
Upon suspicion of customer fraud, we follow these steps immediately:
- Stop Processing: Immediately halt the transaction, shipment, or service delivery associated with the suspected fraudulent activity.
- Documentation: Secure all relevant documentation, including order details, communication logs, IP addresses, and payment data.
- Investigation and Review: Will conduct a thorough internal review to determine the likelihood and extent of the fraud.
4. Remedial Action and Legal Process
Based on the severity and evidence of the fraud, we may take the following actions:
- Cancellation of Services/Orders: Immediately terminate any ongoing services or cancel orders associated with the fraudulent activity.
- Chargeback and Recovery: Initiate procedures with financial institutions to recover funds (e.g., filing chargebacks).
- Law Enforcement Notification: For serious offences involving significant financial loss or identity theft, we will coordinate reporting the incident to the appropriate agencies, such as ActionFraud and local police.
Privacy policy
Last updated: 18/11/24
Signed by: Ashley James Cracroft - (Founder and CEO of The AJC Collection)
Our policy is in full compliance with The Data Protection Act 2018 (UK Law) and General Data Protection Regulation (EU Law)
This Privacy Policy describes how FSC Mayfair (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from fscmayfair.com (the "Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" mean you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date, and take any other steps required by applicable law.
How We Collect and Use Your Personal Information
To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.
In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
What Personal Information We Collect
The types of personal information we obtain about you depend on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes, or can be associated with you. The following sections describe the categories and specific types of personal information we collect.
Information We Collect Directly from You
Information that you directly submit to us through our Services may include:
- Basic contact details, including your name, address, phone number, and email.
- Order information, including your name, billing address, shipping address, payment confirmation, email address, and phone number.
- Account information, including your username, password, and security questions.
- Shopping information, including the items you view, put in your cart, or add to your wishlist.
- Customer support information, including the information you choose to include in communications with us, for example, when sending a message through the Services.
Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.
Information We Collect through Cookies
We also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels, and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address, and other information regarding your interaction with the Services.
Information We Obtain from Third Parties
Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:
- Companies that support our Site and Services, such as Shopify.
- Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment to fulfil your orders and provide you with products or services you have requested, perform our contract with you.
- When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.
Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible or liable for the accuracy of the information provided to us by third parties and are not responsible for any third party's policies or practices. For more information, see the section below, Third Party Websites and Links.
How We Use Your Personal Information
- Providing Products and Services. We use your personal information to provide you with the Services to perform our contract with you, including to process your payments, fulfill your orders, to send notifications to you related to you account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and to enable you to post reviews.
- Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising, and promotional communications by email, text message, or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites.
- Security and Fraud Prevention. We use your personal information to detect, investigate, or take action regarding possible fraudulent, illegal, or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.
- Communicating with you. We use your personal information to provide you with customer support and improve our Services. It is in our legitimate interests to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.
Cookies
Like many websites, we use Cookies on our Site. For specific information about the Cookies that we use related to powering our store with Shopify, see https://www.shopify.com/legal/cookies. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve, and optimise the Services). We may also permit third parties and service providers to use Cookies on our Site to better tailor the services, products, and advertising on our Site and other websites.
Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties, such as our advertising partners.
How We Disclose Personal Information
In certain circumstances, we may disclose your personal information to third parties for legitimate purposes, subject to this Privacy Policy. Such circumstances may include:
- With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfilment, and shipping).
- With business and marketing partners, including Shopify, to provide services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices.
- When you direct, request us, or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations, with your consent.
- With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
- In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants, and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
Contact
Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call 0333 090 8786 or email us at concierge@fscmayfair.com or contact us at The AJC Collection Ltd, 11 Old Bond Street, Mayfair, London W1S 4PN, United Kingdom.
Terms of service
OVERVIEW
This website is operated by FSC Mayfair, a trading name of The AJC Collection Ltd. Throughout the site, the terms "we", "us" and "our" refer to FSC Mayfair. FSC Mayfair offers this website, including all information, tools, and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.