Customer Service

Please note that all our orders are fulfilled by TTS.

We are open Monday – Friday 09.00 – 17.00 (excluding UK Bank Holidays).

‌Email: hi5@mffy.com

If contacting us via email, please allow 24 hours (Mon - Fri) for us to get back to you.

Customer Complaints & Returns

Any dissatisfaction with the products must be reported within 14 days of goods being received. All goods supplied will carry a 12-month warranty, covering faulty returns.

Frequently Asked Questions

General Enquiries

How do I get in touch with you?
You can get in touch via email hi5@mffy.com.
How quickly can I expect a response to my query?
We are working to respond to all emails within 24 hours, but please note we are only open Monday - Friday.
I need a copy invoice; how do I request one?
Please email your request to hi5@mffy.com and we will respond within 24 hours (Mon – Friday excl. UK Bank Holidays).
I want to cancel my order; how do I do this?
Please email our team who will be happy to assist you using the information in the Model Cancellation Form (below). Please also see the Right to Cancel information in our Terms & Conditions.
I need to return my items; how do I do this?
Please email our team who will be happy to assist you. Please provide order number and reason for returning items e.g., faulty, damaged, not suitable, no longer required. We may ask for pictures, so please be prepared, as this speed up resolution. Please also see the Right to Cancel information in our Terms & Conditions.
I am waiting for a refund, when will I receive this?
Once your cancelation or return has been processed please allow up to 5 working days for the money to show in your account. Some receiver banks may take longer to process the refund which is out of our control.
I no longer wish to receive marketing information, what should I do?
Please contact us on hi5@mffy.com
I over-ordered in error, my item has not been dispatched, how do I stop the delivery?
Depending on the order journey we may be able to stop the error, please contact us.
The order arrived with packaging and documentation from TTS, who are TTS?
TTS are the company that design, manufacture and fulfil the orders for the TTS Exclusive resources.

Delivery

What are your current delivery times?
Orders processed same day if received before 4pm. Our standard delivery time is 3-5 working days. Your order acknowledgement will state expected due date.
The item I require is in stock and I need is urgently, do you offer a quicker service?
Unfortunately, we don’t offer this express delivery at the moment.‌

Where is my order acknowledgement?
You will receive an order acknowledgement for each order processed. Where expected despatch dates change, our customer service team will contact you.
How do I confirm my delivery address when placing an order?
At point of placing your order please check that the delivery address is correct and that you will present to take delivery. We use Parcelforce and Royal Mail who will leave a failed delivery note and will reattempt delivery/recommend collection as advised on the note.
Can I choose a specific time of day to take delivery?
Parcelforce are unable to deliver at specific times of the day. They do not carry mobile phones and are therefore unable to call ahead of delivery.
How much is delivery?
Delivery is currently free to the UK for orders over £50 (excluding the Highlands, Islands and Northern Ireland). For orders below £50, delivery will be £4.50 per order.
Do you deliver worldwide?
Not at the moment, but hope to in the future.

Returns & Refunds

How long do I have to report a fault, damaged or unsuitable item?
14 days from receipt of goods
How do I report a fault, damaged or unsuitable item?
You can do this by contacting us on hi5@mffy.com
Why am I being asked for photos?
We may ask you to provide evidence of damaged or faulty items, as it may not be cost effective to collect the items. We also use this for quality auditing purposes.
I am waiting for a refund, when will I receive this?
Once your return has been processed please allow up to 5 working days for the money to show in your account.
I have sent an email explaining I need to return an item, but nobody has responded.
We are operating on a 24 hour response rate, however during busier times of the year we may take a little longer to respond. We will respond as quickly as possible.

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To My First Five Years Ltd, Didsbury Business Centre, 137 Barlow Moor Rd, Manchester M20 2PW. Email: hi5@mffy.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract /for the supply of the following service:

Order Number,

Ordered on [*] / received on [*],

Item(s) ordered,

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate