If you've got a question about your order, our products or our shops then you should hopefully find an answer here.
But, if you can't find what you are looking for, then please don't hesitate to contact us and one of our customer service team will be able to help you.
Click on a question to reveal the answer
Postage & Delivery
Where do you deliver to?
We try to deliver as far across the world as we can, but there are some restrictions depending on the type of goods, size or shape.
Please email email@example.com if you are unsure if we deliver to your country.
What items can you deliver overseas?
Most of the items we stock can be sent overseas but unfortunately there are some restrictions due to size or if the item is classed as a dangerous article. We have endeavoured to make this as clear as possible on the product page. Items we can’t send overseas include:
Dip It Fantasy Film
A1 card and board that cannot be rolled
When will my order be shipped?
At Fred Aldous we pride ourselves in the speed with which we process and deliver your order. It is fast, efficient and hassle-free.
All orders we receive Monday to Friday before 10:45am are dispatched that day, unless there are exceptions such as when there is a stock, payment or delivery problem. In any of these cases we will always contact you.
Where can I have my item delivered?
Your package can be delivered to wherever is most convenient to you. This could be your home, work or a friend’s address. If you would like to have your order delivered to somewhere other than your billing address don’t forget to tick the box to add a separate billing address.
What happens if I am not there when my order is delivered?
If your order doesn’t fit through your letterbox, Royal Mail should leave a delivery card with details how to rearrange delivery or collect from a sorting office.
Here's how to find the nearest sorting office to your delivery address:
Next Working Day
If UPS are unable to deliver your order because you are not in a new delivery slot will be allocated to you the following day.
What payment methods do you accept?
VISA, VISA debit, Maestro, Mastercard, American Express, PayPal, Fred Aldous Gift Card
In our shops
VISA, VISA debit, Maestro, Mastercard, American Express, Apple Pay, Fred Aldous Gift Vouchers
Can I buy Gift Cards online?
Yes you can! You can buy Gift Cards here. These can be spent instore, online or by calling us!
Do prices include VAT?
Yes all our prices are inclusive of VAT. On your invoice you can see the VAT breakdown.
My country is VAT exempt; do I still need to pay it?
Yes, you will need to pay the full price including VAT at the point of purchase. Once you have received your order you can contact us for a VAT refund. Please
email firstname.lastname@example.org once your order has been delivered with your VAT number and we can issue you with the refund.
Can I pay by cheque?
Unfortunately we no longer accept payments by cheque
Do you accept purchase orders?
Unfortunately, due to a change in our order processing system, are no longer able to accept purchase orders or offer credit accounts. We hope that this doesn’t cause you any major issues and that you will still be happy to continue to use us as a supplier. Please feel free to either place your orders via our fredaldous.co.uk or by calling us on 0161 236 4224.
My Online Order
My order hasn’t been delivered yet, where is it?
Firstly, please check with your local sorting office to see if they have a parcel waiting for you there, as sometimes the card from delivery person can get lost or not left at all. Here's how to find the nearest sorting office:
If there is nothing at the sorting office, please allow up to 10 working days from dispatch for "standard" deliveries to arrive. If the parcel has not arrived in this time please get in touch with us and we will investigate further.
Next Working Day orders
Express deliveries will arrive next working day before 5:30pm if placed before 12pm.
Please allow up to 15 working days from dispatch for "overseas" deliveries to arrive. If the parcel has not arrived in this time please get in touch with us and we will investigate further.
No matter what happens we won't leave you out of pocket. We just have to give Royal Mail the chance to get there.
I want to cancel my order
Please email or call us as soon as possible and we will endeavour to cancel your order. If we are unable to cancel your order because it has already been shipped please return it to us. We'll refund the value of the order including the initial postage charge when we receive the goods.
I want to add something to my order
If your order hasn’t been shipped we will be able to add new items without incurring any extra postage charges. Please email or call as soon as possible.
My VAT number needs to be included on my order, can you do this?
Please add the VAT number in the company line of your shipping address. If you have already placed the order please contact us either by email or by phone. If your order has not already been packed we will endeavour to add this to your package.
Can you gift wrap my order?
We don’t currently offer gift wrapping, unfortunately. If you are sending an item as a gift and don’t want us to include the invoice please call us on 0161 236 4224 as soon as possible.
Do you offer Click & Collect?
Yes, Click & Collect is available from both of our shops.
When will my Click & Collect order be ready?
We ask that you allow 24 hours for your click & collect order to be ready. In some instances it may be ready sooner but we can’t guarantee this. Feel free to give us a call to check up on the status of your order.
Do you offer free returns?
Yes we do, please return your goods back to us and we will refund your return postage.
I no longer need my item
You can return any unwanted items to us as long as they are unused and in a resalable condition, we have to be able to sell it again. We will refund you on the return of the goods. Please include a short covering note explaining that you would like a refund and include your name and postcode so we can process your refund as quickly as possible.
Please send it with a short covering note to
Fred Aldous Ltd
37 Lever Street
What is your returns policy?
We want you to be 100% happy with your purchase from Fred Aldous which is why we give you 60 days to return or exchange any item bought from Fred Aldous* To return an item, we need to see proof of purchase. This would usually be your receipt, if you no longer have your receipt we still need proof of purchase, this would normally be in the form of a bank statement. Items must be unused, returned in the original undamaged packaging and in a re-saleable condition. This returns policy does not take away any statutory rights you may have.
My order has arrived damaged
Sorry to hear that your order isn’t as expected. If possible, please take a picture of the damage and send it with a brief description to email@example.com so we can either issue you with a replacement or a refund.
The item I have ordered is faulty
Sorry that the item you have ordered is faulty. We will happily return or exchange any faulty items within six months of the original purchase date. Again please note that you need proof of purchase. If your items were purchased outside this six month period, we would ask for further evidence that this item was faulty at the time of purchase. You have six years to make a claim of any item bought from Fred Aldous Ltd. Please email us on firstname.lastname@example.org so that we can advise how to get the item back to us so we can assess the fault.
Can I return my online order to your shops?
Yes you can, please bring your paper work with you so we can process your refund as quickly as possible.
How long will my refund take?
We aim to process returns as quickly as possible and as soon as we receive the items we will begin the process. Please allow 1 – 3 days for your refund to appear in your account.
I’ve lost my receipt can I still return my item?
To return an item, we need to see proof of purchase. This would usually be your receipt, if you no longer have your receipt we still need proof of purchase, this would normally be in the form of a bank statement. Items must be unused, returned in the original undamaged packaging and in a re-saleable condition.
Do you refund postage charges?
For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items.
Are there any products that can't be returned?
We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:
Any products cut down from their original advertised size.
Anything made from our FA Studios.
Our Shops and Services
How do I get to your shop?
You can find details of how to reach us on Our Shops page. But if you are having trouble finding us, please don’t hesitate to ring us.
Are there any access issues at your shops?
We try to make your shopping experience with us as accessible as possible. Both our shops have basement floors which are accessed by stairs. If you are unable to reach these floors please refer to Our Shops page for further information.
I would like to work at one of your shops, do you have any vacancies?
If you sign up for our newsletter and follow us on social media, you will be the first to find out when we have any job vacancies.
I am interested in finding out about your studio services
Please refer to our Studios page. You will find lots of information and advice about the different services we offer and how you can use them.
What are Mo Points?
Mo Points are our way of rewarding you for shopping with us and participating in the Fred Aldous community. You can find out how to earn points here .
What happened to Monkey Points?
Monkey Points are now called Mo Points. With the launch of our new website we felt that we wanted to honour our shop dog Morus by making him a part of Fred Aldous history. Mo Points work in the same way as Monkey Points; you don’t need to change anything over.
Can I use Mo Points in your shops?
Watch this space! We’re working to make this possible. Sign up to our newsletter to be the first to find out when you can start spending your points in our Manchester and Leeds shops.
I sell products and I think they would be great for your shops
If you have samples that you feel will help our buying team get a better understanding of your products, please send them to our Manchester shop. Unfortunately we won’t be able to return these to you, so please only send samples if you don’t need them back. Our buying team considers everything that gets sent to us, and we review product samples and catalogues on a weekly basis.
Because we get sent such a high volume of samples and catalogues we are unable to reply to everyone, but please be assured that if we like your products and we think they will make a good fit in our shops will get in touch with you.
Do you offer wholesale discounts?
Unfortunately not, we are a retail only business
I would like to sell your Fred Aldous own brand products
Unfortunately we don’t currently offer these products for wholesale, but it’s something we might look to do in the future.
I would like to review your products
If you are interested in reviewing our products, head to our press and marketing page to find out how