Order Help
Placing an order with us is safe, straightforward and simple. Here's how it works:
How to Order
Ordering is easy and you can do it in three different ways:
We accept Visa, Mastercard & American Express credit cards and Visa Delta, Visa Electron, Switch and Solo debit cards. Please note that cheques must clear before orders can be shipped and should be denominated in Pounds Sterling, drawn on a UK bank and made payable to 'Fantom Ltd'. Please also remember to include postage and packaging otherwise there may be a delay in processing your order. For all the offline numbers and addresses you may need, check our contact details.
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- Online via our secure website; and
- By telephone; and
- By post
We accept Visa, Mastercard & American Express credit cards and Visa Delta, Visa Electron, Switch and Solo debit cards. Please note that cheques must clear before orders can be shipped and should be denominated in Pounds Sterling, drawn on a UK bank and made payable to 'Fantom Ltd'. Please also remember to include postage and packaging otherwise there may be a delay in processing your order. For all the offline numbers and addresses you may need, check our contact details.
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Order Processing & Dispatch
Most orders placed before 2:30pm (Monday-Friday) are dispatched from our warehouse the same day, subject to stock availability and any security checks, via Royal Mail 1st Class Recorded Delivery or our secure couriers, DPD.
Orders placed after 2:30pm during the week or at weekends are processed and dispatched the following working day.
We dispatch orders normally on regular working days throughout the festive season.
During times of peak seasonal demand (for example Valentine's Day, Father's Day, but especially Christmas) there may be a slight delay in the dispatch of your order, so please check our homepage for details and allow extra time for delivery.
The delivery time for Orders is set out below and in the Terms & Conditions. If a Product is not in stock our ordering system on No.1 Fan should inform you and not allow you to process your Order. If you do place an Order for a Product that is out of stock we will email you with your options. If for any reason there's a major delay with the expected delivery time, we'll contact you and explain the situation.
Please allow a couple of extra days delivery time for orders to Scottish Highlands & Islands, Northern Ireland and Channel Islands.
Please note we cannot deliver orders to PO Box addresses.
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Orders placed after 2:30pm during the week or at weekends are processed and dispatched the following working day.
We dispatch orders normally on regular working days throughout the festive season.
During times of peak seasonal demand (for example Valentine's Day, Father's Day, but especially Christmas) there may be a slight delay in the dispatch of your order, so please check our homepage for details and allow extra time for delivery.
The delivery time for Orders is set out below and in the Terms & Conditions. If a Product is not in stock our ordering system on No.1 Fan should inform you and not allow you to process your Order. If you do place an Order for a Product that is out of stock we will email you with your options. If for any reason there's a major delay with the expected delivery time, we'll contact you and explain the situation.
Please allow a couple of extra days delivery time for orders to Scottish Highlands & Islands, Northern Ireland and Channel Islands.
Please note we cannot deliver orders to PO Box addresses.
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Delivery Options
We do not offer a choice of delivery services. Rather our system chooses the fastest and most cost effective dispatch method depending on the number and weight of Products in your Order and the Order delivery address. The delivery charges are as follows:
UK Orders
Please note: Our UK Delivery Service is the same cost for all UK destinations including Scottish Highlands & Islands, Northern Ireland, Channel Islands and BFPO addresses.
UK Single Product Service - £3.99
Orders sent via our UK Single Product Standard Delivery Service are all sent by Royal Mail 1st Class Recorded Delivery and require a signature on delivery. They should usually arrive within 1-2 working days of your order being placed. We would ask you to wait 5 working days before contacting our Customer Service Team for assistance if your parcel has not yet arrived.
Our UK Single Product Standard Delivery Service is used to dispatch all individual Product orders, namely 1 (one) No.1 Fan Toy, with or without batteries added to the Order.
UK Multiple Product Service - from £6.99
Orders sent via our UK Multiple Product Standard Delivery Service are all sent by DPD Courier and require a signature on delivery. They should usually arrive within 1-2 working days of your order being placed. We would ask you to wait 5 working days before contacting our Customer Service Team for assistance if your parcel has not yet arrived.
Our UK Multiple Product Standard Delivery Service is used to dispatch all multiple Product orders, namely all Orders for MORE than 1 (one) No.1 Fan Toy, with or without batteries added to the Order.
The delivery charge under our UK Multiple Product Standard Delivery Service is dependent solely on the number of No.1 Fan toys in your Order, regardless of whether you add batteries to your Order or not.
The charges under this service are:
2 - 4 No.1 Fan Toys - £6.99
5 - 8 No.1 Fan Toys - £8.49
9 - 12 No.1 Fan Toys - £9.99
If you wish to order more than 12 (twelve) No.1 Fan Toys in one Order, you will not be able to complete such an Order on the No.1 Fan site automatically and will be referred to our Customer Service Team as set out in Supersize Multiple Product Orders below.
Please note: our Orders dispatched by DPD courier cannot be delivered to PO Box addresses.
UK Single Product Service - £3.99
Orders sent via our UK Single Product Standard Delivery Service are all sent by Royal Mail 1st Class Recorded Delivery and require a signature on delivery. They should usually arrive within 1-2 working days of your order being placed. We would ask you to wait 5 working days before contacting our Customer Service Team for assistance if your parcel has not yet arrived.
Our UK Single Product Standard Delivery Service is used to dispatch all individual Product orders, namely 1 (one) No.1 Fan Toy, with or without batteries added to the Order.
UK Multiple Product Service - from £6.99
Orders sent via our UK Multiple Product Standard Delivery Service are all sent by DPD Courier and require a signature on delivery. They should usually arrive within 1-2 working days of your order being placed. We would ask you to wait 5 working days before contacting our Customer Service Team for assistance if your parcel has not yet arrived.
Our UK Multiple Product Standard Delivery Service is used to dispatch all multiple Product orders, namely all Orders for MORE than 1 (one) No.1 Fan Toy, with or without batteries added to the Order.
The delivery charge under our UK Multiple Product Standard Delivery Service is dependent solely on the number of No.1 Fan toys in your Order, regardless of whether you add batteries to your Order or not.
The charges under this service are:
2 - 4 No.1 Fan Toys - £6.99
5 - 8 No.1 Fan Toys - £8.49
9 - 12 No.1 Fan Toys - £9.99
If you wish to order more than 12 (twelve) No.1 Fan Toys in one Order, you will not be able to complete such an Order on the No.1 Fan site automatically and will be referred to our Customer Service Team as set out in Supersize Multiple Product Orders below.
Please note: our Orders dispatched by DPD courier cannot be delivered to PO Box addresses.
International Orders
We offer two different delivery options for our international customers - Royal Mail Air Mail International Signed For or DPD couriers (via our Supersize Multiple Product Orders terms).
Our No.1 Fan website system will choose the most appropriate option and cost depending on the weight of your order and your delivery location. In practice this means that for International Orders of 3 (three) Products or less we will use Royal Mail Air Mail International Signed For and for International Orders for more than 3 (three) Products we will use DPD couriers but will refer you to our Customer Service Team before taking your order as per our Supersize Multiple Product Orders terms.
Postage Costs are calculated automatically and displayed at the appropriate part of the order form when you select the destination country and depend on the number and weight of the Products that you are ordering.
The charges under this service are:
The delivery charge for in excess of 3 (three) No.1 fan Toys dispatched to an address outside the UK will be individually priced under our Supersize Multiple Product Orders terms.
Please note that when you pay with a credit card you will be charged in Pounds Sterling and your credit card will be debited in your own currency. The actual exchange rate used for the transaction (and thus the final amount in your local currency) will be determined by your credit card company.
The delivery times for International Orders are as follows:
We continue releasing International orders, in time for Christmas, until mid December. Please order in plenty of time to allow for extended delivery times that are outside our control.
Please note: our Orders dispatched to addresses outside the UK cannot be delivered to PO Box addresses.
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Our No.1 Fan website system will choose the most appropriate option and cost depending on the weight of your order and your delivery location. In practice this means that for International Orders of 3 (three) Products or less we will use Royal Mail Air Mail International Signed For and for International Orders for more than 3 (three) Products we will use DPD couriers but will refer you to our Customer Service Team before taking your order as per our Supersize Multiple Product Orders terms.
Postage Costs are calculated automatically and displayed at the appropriate part of the order form when you select the destination country and depend on the number and weight of the Products that you are ordering.
The charges under this service are:
| Europe | Rest of World | |
| 1 No.1 Fan Toy - | £8.99 | £12.49 |
| 2 No.1 Fan Toys - | £12.99 | £19.99 |
| 3 No.1 Fan Toys - | £15.99 | £24.99 |
The delivery charge for in excess of 3 (three) No.1 fan Toys dispatched to an address outside the UK will be individually priced under our Supersize Multiple Product Orders terms.
Please note that when you pay with a credit card you will be charged in Pounds Sterling and your credit card will be debited in your own currency. The actual exchange rate used for the transaction (and thus the final amount in your local currency) will be determined by your credit card company.
The delivery times for International Orders are as follows:
- Air Mail (for orders less than or 3 (three) Products)
- Europe - delivery in 2-7 working days
- ROW - delivery in 7-10 working days
- DPD Courier
- Europe - delivery in 1-6 working days
- ROW - delivery in 2-8 working days
We continue releasing International orders, in time for Christmas, until mid December. Please order in plenty of time to allow for extended delivery times that are outside our control.
Please note: our Orders dispatched to addresses outside the UK cannot be delivered to PO Box addresses.
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Supersize Multiple Product Orders
Orders in excess of 12 (twelve) Products for delivery to a UK address and Orders in excess of 3 (three) Products for delivery to an address outside the UK will NOT be completed on the No.1 Fan website.
In such cases, you will not be able to complete an Order using the website and will be asked to email Fantom (customerservice@no1fan.co.uk) with the details of your Order - this is because our dispatch methods are not designed to deal with these occasional order volumes.
We will then respond to your email with a specific price quote to fulfil your order dependent on your international location (or volume of order if in the UK) and the number of Products you wish to order.
Should you wish to proceed at the price quoted, we will then complete the Order by processing your card details via email or by telephone. Please bear with us in the case of wishing to make such an Order - the process is designed for you to have an opportunity to assess otherwise prohibitive dispatch costs and make an informed decision.
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In such cases, you will not be able to complete an Order using the website and will be asked to email Fantom (customerservice@no1fan.co.uk) with the details of your Order - this is because our dispatch methods are not designed to deal with these occasional order volumes.
We will then respond to your email with a specific price quote to fulfil your order dependent on your international location (or volume of order if in the UK) and the number of Products you wish to order.
Should you wish to proceed at the price quoted, we will then complete the Order by processing your card details via email or by telephone. Please bear with us in the case of wishing to make such an Order - the process is designed for you to have an opportunity to assess otherwise prohibitive dispatch costs and make an informed decision.
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'Signed for' Deliveries
All Orders from No.1 Fan require a signature on delivery, so please choose a delivery address where you will be able to sign for your order during the day.
If no-one is at the address that we attempt delivery to, our dispatch partners may try neighbours to the left and right of your property to save you the hassle of arranging re-delivery.
In the event a neighbour takes your parcel in for you, the driver will leave a card advising you. If you have any queries about delivery of your order please contact us.
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If no-one is at the address that we attempt delivery to, our dispatch partners may try neighbours to the left and right of your property to save you the hassle of arranging re-delivery.
In the event a neighbour takes your parcel in for you, the driver will leave a card advising you. If you have any queries about delivery of your order please contact us.
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Security & Credit Card Safety
Your safety is guaranteed because No.1 Fan and Fantom use the latest security measures to protect your details when you shop with us. We use 128-bit SSL Software to encrypt your credit/debit card information when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.
After you click on the "Complete Your Order" button, secure pages are indicated by:
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After you click on the "Complete Your Order" button, secure pages are indicated by:
- the web address changing from "http://" to "https://"; and
- a "padlock" symbol (or key) in the right-hand status bar of your web browser.
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Complaints
We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.
If you feel you have a complaint you wish to make please e-mail us at customerservice@no1fan.co.uk or call our Customer Service team on 0208 208 8170.
We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.
Fantom takes it relationships with customers very seriously and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within 1 (one) working day of receipt, whether they're enquiries or complaints.
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If you feel you have a complaint you wish to make please e-mail us at customerservice@no1fan.co.uk or call our Customer Service team on 0208 208 8170.
We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.
Fantom takes it relationships with customers very seriously and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within 1 (one) working day of receipt, whether they're enquiries or complaints.
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Returns And Refunds...
We believe that you'll be delighted with your Product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.
Unwanted Goods
You can return a product within 14 (fourteen) days of the date on which you received it and we will refund you any money which you have paid us for that product. The product needs to be in an 'as new' condition and complete with all packaging and components. All you pay for is the return postage of the goods. Please contact us by telephone (on 0208 208 8170) or email (at customerservice@no1fan.co.uk) to inform us of your wish to return the goods and we may, if necessary, allocate you a Returns Code.
Please include a separate letter with your return detailing all the relevant information - including the Returns Code - if supplied.
We recommend that you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.
If you return a product to us that is not in an 'as new' condition we reserve the right return the product to you.
Faulty Goods
If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please contact us by telephone (on 0208 208 8170) or email (at customerservice@no1fan.co.uk) to inform us within 14 (fourteen) days of receipt and we will arrange a refund or replacement.
We may provide you with a Returns Code (if necessary) and advise you how to send the item back to us.
Please use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) and return to:
Fantom Customer Returns
PO Box 4
Rugby
Warwickshire
CV21 1RU
United Kingdom
You will be responsible for the returned Products until they reach us.
For help with items later than 14 (fourteen) days after purchase please contact us by telephone (on 0208 208 8170) or email (at customerservice@no1fan.co.uk) for more information.
Please note that we are unable to accept returns in person at either our head office or warehouse.
Please read the Fantom Terms and Conditions.
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Unwanted Goods
You can return a product within 14 (fourteen) days of the date on which you received it and we will refund you any money which you have paid us for that product. The product needs to be in an 'as new' condition and complete with all packaging and components. All you pay for is the return postage of the goods. Please contact us by telephone (on 0208 208 8170) or email (at customerservice@no1fan.co.uk) to inform us of your wish to return the goods and we may, if necessary, allocate you a Returns Code.
Please include a separate letter with your return detailing all the relevant information - including the Returns Code - if supplied.
We recommend that you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.
If you return a product to us that is not in an 'as new' condition we reserve the right return the product to you.
Faulty Goods
If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please contact us by telephone (on 0208 208 8170) or email (at customerservice@no1fan.co.uk) to inform us within 14 (fourteen) days of receipt and we will arrange a refund or replacement.
We may provide you with a Returns Code (if necessary) and advise you how to send the item back to us.
Please use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) and return to:
Fantom Customer Returns
PO Box 4
Rugby
Warwickshire
CV21 1RU
United Kingdom
You will be responsible for the returned Products until they reach us.
For help with items later than 14 (fourteen) days after purchase please contact us by telephone (on 0208 208 8170) or email (at customerservice@no1fan.co.uk) for more information.
Please note that we are unable to accept returns in person at either our head office or warehouse.
Please read the Fantom Terms and Conditions.
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