Refund policy
Returns & Refunds
I want you to be happy with your Fox & Fennel purchase. Every item is made or carefully hand-finished by me, and I take great care when preparing orders for their journey to you.
If you have a problem with your order, please get in touch and I’ll always do my best to help.
Changed your mind?
If you purchase an item online and simply change your mind, you have the right to cancel your order and return the item under UK consumer law.
Please contact me within 14 days of receiving your order if you would like to return something.
Items should be returned within 14 days of notifying me that you wish to cancel.
To be eligible for a change-of-mind return, items should be:
- Unused and in their original condition
- Returned in suitable packaging
- Complete with any original packaging or accessories where applicable
You are responsible for the cost of returning an item because you have changed your mind, unless the item is faulty or incorrect.
Once the returned item has been received and checked, your refund will be processed.
Personalised and made-to-order items
Because personalised and made-to-order items are created specifically for you, they generally cannot be returned simply because you have changed your mind.
However, this does not affect your statutory rights if an item is faulty, damaged or not as described.
If you have ordered a personalised item and there is a mistake in the personalisation that was made by me, please contact me as soon as possible so I can put things right.
Faulty or damaged items
I take great care when making and packaging your order, but occasionally things can happen during production or delivery.
If your item arrives damaged, faulty or is not what you ordered, please contact me as soon as possible.
Where possible, please include:
- Your order number
- A description of the problem
- Photographs of the item and packaging if it arrived damaged
I will work with you to find an appropriate solution, which may include a replacement, repair or refund depending on the circumstances.
If an item is faulty or incorrect, I will cover the reasonable cost of returning it where a return is necessary.
Incorrect or missing items
If you receive the wrong item or something is missing from your order, please contact me and I’ll investigate this as quickly as possible.
Please don’t return an incorrect item before contacting me, as I may need to provide specific instructions.
Refunds
Once your return has been received and accepted, I will process your refund to the original payment method.
For a standard change-of-mind cancellation, I will refund the payment you made for the goods and the applicable standard delivery charge.
If you selected a more expensive delivery option, only the cost of the standard delivery service will be refunded.
Refunds will be made without undue delay and within the timescales required by UK consumer law.
Exchanges
If you would prefer to exchange an item, please contact me before returning it. As many Fox & Fennel products are handmade in small quantities, I cannot always guarantee that an identical replacement will be available.
Sale and clearance items
Sale and clearance items have the same legal rights as full-price items if they are faulty, damaged or not as described.
If an item is reduced because of a particular fault that was clearly explained before purchase, that specific fault would not normally be grounds for a return.
Contact
If you have any questions about returning an item or receiving a refund, please get in touch through the Contact page.
I’d much rather you contact me so we can sort out any problem together.
Thank you for supporting a small handmade business. 🦊🌿
Your statutory rights
Nothing in this policy affects your legal rights under UK consumer protection law. Where your legal rights provide greater protection than this policy, your legal rights will apply.