FAQ

GENERAL

WHAT IS THE FOSSIL STORE?

The Fossil Store is a creatively-rooted British 'Palaeontological Preparator Studio' with a shared passion for balance, design and beautiful products created for interior design. We're driven by the aesthetic, craft and individuality making our product all that more unique.

WHERE CAN I FIND THE LATEST INFORMATION ON THE FOSSIL STORE?

Any news or information regarding The Fossil Store can be found on our website, thefossilstore.com, or you can sign up for our mailing list to receive updates to your email. Also, you can stay up to date by following us on Instagram, Youtube, Facebook and Twitter.

HOW DO I SIGN UP FOR THE FOSSIL STORE NEWSLETTER?

It's easy! You can register on our website by entering your email into the newsletter signup in the footer of every page. You will receive updates on any discoveries, promos or future releases!

HOW DO I SIGN IN TO MY ACCOUNT?

You can sign in to your account once you are on the 'Secure Checkout' page when you are promoted to enter your address details.

WHAT ARE THE FOSSIL STORE TESTIMONIALS?

Testimonials are a great way for us to share our customers experience with you. If you wish to have your testimonial added from our testimonial page then please let us know and we'll do this for you. For additions, you need to be a customer and hold an online friendly presence.

WHAT IF I'M HAVING TECHNICAL PROBLEMS?

Simply use our contact form on our contact page which can be found in the footer of our website on any page, or you can email us at info@thefossilstore.com, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday.

WHO'S THERE WHEN I NEED HELP?

We are, if you ever have any questions or concerns, need technical support or help getting started with your first purchase, just use our contact form on our contact page which can be found in the footer of our website on any page, or you can email us at info@thefossilstore.com, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday.. Our support team will be with you shortly.

PRODUCT

A PRODUCT I LIKED IS NO LONGER AVAILABLE?

100% of our items are unique, once sold they are removed from Thefossilstore.com. On occasion we may remove an item to enabling the fabrication of a custom fit stand. Discontinued or sold items are are generally removed as and when they sell out.

WHERE ARE YOUR PRODUCTS SOURCED?

All our products are sourced from around the world, for a more accurate origin, please refer to the product descriptions. We only work with the most reputable excavators and businesses who are known industry-wide for their exceptional quality and business practices. Our sourcing process prioritises quality and craftsmanship and we take pride in the specimens, materials and partners we work with.

HOW ARE THE FOSSIL STORE PRODUCTS SOURCED?

All our products are ethically and legally sourced. Providing a way of life for many families around the world. We refuse to work with unethical and illegal specimens and shall report these to the authorities if brought to our attention.

WHERE CAN I FIND YOUR PRODUCTS?

Our entire collection can be found exclusively on our website, thefossilstore.com. We also host seasonal PopUps in various cities across the country!

To find out if there is a PopUp near you and to stay up to date on the latest products, please sign up to our newsletter, simply add your email into our newsletter signup form which can be found in the footer of every page on our website.

I CAN'T FIND WHAT I’M LOOKING FOR, HOW DO I CONTACT YOU?

Looking for a special piece, something more prestigious or maybe you have a project we can help you with, you can email us at info@thefossilstore.com, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday.

CAN YOU OUTSOURCE A PRODUCT FOR ME?

Unfortunately we don't provide this service. Because Fossils are unique it is difficult to attain specific requirements on demand.

If we offer this service in the future, there will be a minimum product value per requirement, to be paid in full prior to securing the item upon discovery and delivery lead times will vary from 1-8 weeks thereafter. OUTSOURCED products (like SALE items and product COLLABORATIONS) are nonrefundable.

DO YOU BUY FOSSILS?

With over 20years of experience and relationships in our field, our international network is established to a point that we do not require further sources, although we appreciate enquiries regarding collections and rare discoveries, we will not be able to reply unless we have an interest. We can only respond to enquires showcasing high resolution images with good lighting from all angles for each item offered. All purchase are paid after we have vetted your fossil/s followed by payment or return of goods to you at your cost.

(we offer a service for marketing prestigious specimens such as skeletons and very large and rare specimens).

DO YOU PROVIDE VALUATIONS ON FOSSILS?

We no longer provide valuations due to high demand. Whilst we would like to offer this service, we prioritise our clients first, allowing us to better sustain and improve our services to you, the client.

DO YOU OFFER RESTORATION AND REPAIRS?

We no longer provide restoration or repair service. Whilst we would like to offer this service, we prioritise our clients first, allowing us to better sustain and improve our services to you, the client.

HOW DO YOU SUSTAIN PRODUCT QUALITY?

All our products go through vigorous quality checks, from discovery to excavation through to the restoration process allowing us to extract the best aesthetic from each individual item. All fossils and minerals consist of natural imperfections impacted by the process of fossilisation and mineralisation.

DO YOU DESIGN YOUR STANDS?

Absolutely! Our bespoke stands are designed in-house, hand crafted to match each item exactly. Because our fabrications are hand-crafted they consist of minor imperfections making them all the more unique.

CAN YOU MAKE ME A STAND?

We do not offer this service, our stands are solely fabricated in-house for products sold on thefossilstore.com. Any stand/s made to requirement for a particular fossil or fossils on thefossilstore.com will require additional payment.

PROJECTS

WHAT DO PROJECTS INVOLVE?

The Fossil Store Projects accommodates custom requirements to suit your needs. We are able accommodate site visits for large installations and provide a variety of products which include the following:

- Luxury fossil fish limestone mosaic wall.
- Holzmaden lily wall decor statement.
- ...

DO PROJECTS REQUIRE PRO FORMA PAYMENTS?

Yes, projects are custom designed to requirement and fall under product 'COLLABORATIONS' and 'OUTSOURCED' product categories and are therefore nonrefundable.

We provide guidance throughout the process for product design, layout and overall best procedures from start to finish. Project consignments will commence once 'Pro Forma Payment' and The Fossil Store's contractual signed agreement has been completed.

WHAT'S THE COMPLETION TIME FOR A SINGLE PROJECT?

Each project installation is determinable based on the scale of your enquiry. Products that fall under our Projects category are subject to availability due to seasonal conditions and other circumstances.

For more information please email us at info@thefossilstore.com, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday.

AUTHENTICITY

ARE ALL YOUR PRODUCTS AUTHENTIC?

Absolutely! We guarantee product authenticity throughout thefossilstore.com product range. Each item includes a signed certificate of authenticity by The Fossil Store.

We only work with the most reputable excavators and businesses who are known industry-wide for their exceptional quality and business practices. Our sourcing process prioritises quality and craftsmanship and we take pride in the specimens, materials and partners we work with.

DO PRODUCTS INCLUDE A SIGNED CERTIFICATE OF AUTHENTICITY?

Yes! All our products include a signed certificate of authenticity. Certificates of authenticity may be sent separately.

FINANCE

DO YOU OFFER FINANCE?

We have plans to introduce finance availability in the near future.

You may be eligible for 'PayPal Finance' which is available when you Checkout with PayPal as your payment method. For more information visit PayPal.com.

ORDERS & PAYMENT

WHAT CURRENCY ARE YOUR PRODUCTS IN?

All our products are in (Great British Pounds) GBP Sterling.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

THE FOSSIL STORE accepts all major credit cards as well as PayPal, Google Pay and Apple Pay.

Occasionally we have to cancel an order due to processing or payment issues. If we do cancel your order due to suspected fraud or other processing issues, we will contact you to verify the cancellation or obtain the additional necessary information to process the order.

We cannot hold items on orders for which we cannot collect payment. If we do not hear from you within 24 hours of reaching out to verify information, we will cancel your order.

ARE PAYMENTS ALWAYS REQUIRED UPFRONT?

Yes! Payment is required before we can process your order.

Payment plans are available, subject to a non-refundable deposit - orders are dispatched after final payment has been received.

Plans are 0%APR through THE FOSSIL STORE with no hidden fees. Additional payment may be required for international deliveries and admin fees. Return payment plan orders are also subject to an additional fee (excluding standard admin refund fees subject to finance settlements) for initial payment plan setup and hold of stock item/s.

WHAT ARE ADDITIONAL PAYMENTS?

Additional payments is designed for special order requirements including PROJECTS, fuel, delivery surcharges and price fluctuations where applicable for particular products or delivery charges, taxable products and bespoke stand fabrications for The Fossil Store products.

WHEN WILL I BE CHARGED FOR MY ORDER?

Your order will be charged as soon as it processes on our website.

CAN I CANCEL OR MODIFY MY ORDER AFTER IT IS PLACED?

Please double-check that all information is accurate on your order before submitting. Once an order is placed, we are unable to guarantee that changes can be made. If you do make a mistake on your order, please reach out to info@thefossilstore.com right away to avoid unnecessary delays. For security, we solely process transactions that match you billing address to your delivery address.

HOW DO I KNOW IF MY ORDER WAS PLACED SUCCESSFULLY?

After your order is placed successfully, you will receive an Order Confirmation to the email associated with the order.

HOW DO I CHECK THE STATUS OF MY ORDER?

You can check the status of your order once you receive a Delivery Confirmation email. Please use the tracking number provided to keep an eye on your order and track its progress! If you opted for a text message, you will receive your tracking information via text to the number you provided at checkout.

DO YOU HAVE A ‘SEND AS A GIFT’ OPTION FOR ORDERS?

We do not currently offer Gift options for orders.

DO YOU OFFER PRICE ADJUSTMENTS?

We do not offer price adjustments at this time.

IS MY ACCOUNT DATA SAFE?

Keeping your data secure is one of our top priorities - server systems are monitored 24/7 and process only 256-bit HTTPS encrypted data, securing your information all year round.

DELIVERY & RETURNS

UK, EU, ROW DELIVERY ESTIMATES

All our products include free delivery to the United Kingdom.

For EU and ROW delivery estimates, please add product/s to the 'BAG' and select BAG(0) in the header of our website, on the slide out BAG, select your location and enter your post/zip code and press calculate.

We may contact you to request further payment where applicable - this may occur in relation to rates of inflation, changes or additional delivery surcharges and bespoke order requirements.

WHEN WILL MY ORDER DISPATCH?

Orders are typically processed within 1-3 business days if not the same day of purchase. Delivery times vary based on destination and delivery method, we strive to get your next favourite fossil piece to you within 3-5 business days. International (non-UK) orders will take additional time.

WHERE DOES MY ORDER DISPATCH FROM?

Orders are dispatched from our depot in Liverpool and Lancaster, England. If your order is ever sent in multiple packages, you will receive all tracking numbers attached to the delivery notification. Certificates of authenticity may be sent separately.

HOW WILL I KNOW IF MY ORDER HAS DISPATCHED?

You will receive a Delivery Confirmation email or text message with all tracking information!

WHAT IF MY ORDER ARRIVED DAMAGED?

If you receive any damaged items in your delivery, please notify our customer service team right away by contacting info@thefossilstore.com - damages must be reported same day as receiving the item to be considered for a replacement or refund.

WHAT IF MY PACKAGE IS LOST?

If your package is lost in transit, please reach out to us right away at info@thefossilstore.com

All orders delivered to the correct delivery address are no longer the responsibility of THE FOSSIL STORE. We cannot be held responsible for lost or stolen packages after delivery.

WHAT IS YOUR RETURN POLICY?

Our return and restocking policy can be found on our returns page.

HOW DO I START A RETURN?

To start a customer return, please see our returns page found in the footer of our website pages - currently returns are not free. In the future we plan to setup a free returns policy accessible by visiting: returns.thefossilstore.com - whereupon you can simply enter the email associated with your order whereupon you will receive a FREE returns label - when this is available it will be stated here and on our returns page.

*If you need help creating a return or exchange, please contact us at info@thefossilstore.com, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday - please let us know why you’d like to return your item, what item you’re returning, and your order number.

DO YOU ACCEPT INTERNATIONAL ORDERS?

Absolutely! We deliver Worldwide but if you have concerns regarding delivery destination pricing or experiencing technical difficulty with your address details on checkout, please contact us at info@thefossilstore.com

HOW MUCH DOES INTERNATIONAL DELIVERY COST?

International delivery costs are country specific and can be calculated prior to checkout on our slide out BAG or will be calculated on checkout. International (non-UK) customers are responsible for payment of any additional duties, import taxes, and brokerage or customs fees associated with an International delivery.

For some countries, in addition to the delivery cost, these fees will be added to the total at checkout. For other countries, pre-paid duties and taxes is not available and deliveries will be sent on a DDU (Delivered Duty Unpaid) basis. In this case you will be charge the duties and taxes by the delivery provider when your order is delivered. Duties and taxes are nonrefundable.

Detailed information about international delivery rates can be found on the DELIVERY & RETURNS page of our website.

WHAT ITEMS ARE CONSIDERED FINAL SALE?

All SALE, OUTSOURCED and PROJECT orders are considered FINAL SALE and are not eligible for returns or exchange. This includes items purchased during site-wide sales, special Holiday sales, at a PopUp location sale and all sample sales.

Please note that all collaboration products are final sale, and not eligible for return or exchange.

CAN I RETURN FINAL SALE OR OUTSOURCED ITEMS? WHAT IF THE ITEM WAS A GIFT?

Final sale and outsourced items are non-refundable and cannot be returned or exchanged. Please reach out to us with any questions about a final sale items before purchasing.

CAN I RETURN A LIMITED EDITION COLLABORATION ITEM?

All items produced as part of a special Collaboration with another brand or person is considered final sale due to the limited quantities and availability of these items. Collaboration items are not eligible for return or exchange.

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