Help Centre

FAQs

Help Centre

Help Centre
FAQs
I would like to service a FELCO product NOT listed on this website

Please Contact Us for help and advise servicing other FELCO products

How will I know you've received my secateurs?

We would recommend using a ‘signed for’ service so you can track your tool’s journey to us.

What do I do if my secateurs have not reached you?

Without proof of delivery, you will need to contact your parcel carrier as we cannot take responsibility for packages lost in transit.

What does the lifetime warranty cover?

Please find full details at https://felco.com/warranty

I’m not sure if my FELCO is genuine or a counterfeit. How can I tell?

Unfortunately, we cannot service counterfeits as the official FELCO spares/components are mostly incompatible. To tell the difference, please find full details at https://felco.com/en_gb/get-your-hands-on-a-real-felco

Where can I buy FELCO products from?

You can find FELCO products at good garden centres, and also widely available online. When visiting a garden centre to purchase FELCO products, we do recommend calling in advance to check availability as we have a very large range.

Can I buy the secateur handles?

Replacement handles are available but it is much more cost effective to send your tool for a service, and to ensure they are fitted correctly.

How long does the servicing take?

Due to high demand for our service, we advertise a 28-day turnaround. If it is possible to service and return your secateurs sooner, then we will.

Do you sharpen the blade or replace?

Many blades come into us partially damaged (i.e. from cutting wire) or already in need of replacement, so we will typically replace this component for new.

Are parts available?

Spare parts are available widely online, and in some garden centres. There are excellent diagrams on www.felco.com that show the part numbers by model. When visiting a garden centre to purchase FELCO spares, we do recommend calling in advance to check availability.

Can I maintain my secateurs myself?

It is possible to perform many service operations at home with the right tools, parts and skill. You can find some official instructional videos here.

Where do I need to send my product for servicing?

FELCO Servicing

Burton McCall Ltd

Conqueror House

Hasting Road

Leicester

LE5 0HU

I live nearby. Can I drop the secateurs into you?

Unfortunately not. We operate on an enclosed site with moving forklift trucks and heavy goods vehicles, so as a safety measure we do not allow in-person deliveries from the public.

It has been 28 days, and I have not received my secateurs. Where are they please?

This is rare, so please contact us by phone (0116 2344646) or email (customer.services@burton-mccall.com) so we can investigate.

My secateurs have been severely damaged (for example, by fire or machinery) and I think they may be beyond repair. Can you still help?

We have to evaluate on a case-by-case basis where serious damage is involved. Please email a photo of your secateurs into us at customer.services@burton-mccall.com and we`ll check with our workshop.

I want to keep my original handles. Can you service them without changing these parts?

Yes, please just enclose a written note with your secateurs saying that you do not want the handles to be replaced.