FAQ - Frequently Asked Questions

Who are we?
Fusion Battery is part of Fusion Path Ltd. We are a family run business since 2008. We are registered at the Companies House in London with a company registration number 06525813. If you any have questions that aren't answered in this page, feel free to contact us.

When shall I receive my order?
Orders are processed and dispatched every day, 5 days a week, except weekend and bank holidays. Our daily cut-off time for same day dispatch is 2pm Monday-Friday (excluding bank holidays). So all orders placed after the Friday cut-off time and during the weekend and bank holidays will be processed first thing in the next working day. The average delivery lead time is 3-7 days.

How much is the shipping cost?
We offer FREE shipping to the mainland UK. So it is absolutely free shipping unless you require the next day delivery service or other courier shipping method of your choice.

If I buy two or more items, how it will ship?
We are always happy to combine multiple items to ship in one go. However, sometimes we will ship them out in separate packets, it all depends on the size of your order and items.

What will happen if the parcel is too large to fit in the letter box?
If you choose the express next day delivery service, DHL will send a text message to you for a one hour time slot on the day of delivery so that you can expect the delivery.

For usual orders,¬†the driver will attempt to deliver it to you twice. They will leave you a card if they missed you and will attempt another delivery to you on the following day. And you will get an email from us regarding to the tracking number, when you see the shipping status shows ‚Äėout for delivery‚Äô¬†in the courier's website, please expect the driver is coming for delivery on the day.
If you really missed your delivery, please contact the courier to arrange re-delivery as soon as possible.

Can I choose a date to receive my parcel?
Yes, please select the DHL next day delivery service at checkout at extra cost. However, for usual order, it will usually be delivered within 3-7 working days.

Can I change my shipping address?
It depends on whether we have dispatched your order yet, please email your new shipping address  to us as soon as possible. But it is not possible to change it if we have already dispatched your order.

I have not received all my items in my order, what should I do?
It is possible that we have shipped out your order in one or two deliveries. Please contact our customer service, we can check it out from our end and let you know it in details.

If I receive a wrong item, what should I do?
Please contact our customer service if you receive the wrong item, we are happy to resolve any problem together with you. We are happy to reimburse the return cost.

Can I reach you by phone or email?
As to keep the price low, we strongly suggest you to send us an email instead of give us a call. By this way we can run our business with minimum overhead costs, in returns we can offer the low price as well as free delivery to you. We aim to reply any emails within 24 hours. Therefore, if you have any enquiry, feel free to send an email to us.

Why am I not receiving an answer by email?
First of all: please check your Junk mail or Spam folders. In average, we do answer any enquiry within a few hours, it depends on the complexity of your question. We aim to reply any emails within 24 hours. In case you have already registered an account from our website, if you have not received a greeting email from us, it is most likely you have made a mistake by filling in your email address with us. Please do contact us in order to update your record, so you can login to our website and check the order status and messages.

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