Refunds and Returns Policy

Overview

At Fox & Folly, most of our products are handcrafted to order or personalised specifically for you.

This policy explains how we handle cancellations, returns, faulty products and refunds. Nothing in this policy affects your statutory rights under UK consumer law.

1. Bespoke and Personalised Products

Many of our products are made to the customer’s specifications. This may include personalised text, custom artwork or layouts, specific sizes, bespoke designs or unique finishes.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard right to cancel does not apply to goods made to the customer’s specifications or which are clearly personalised.

• Change-of-mind returns: We do not accept change-of-mind returns for bespoke or personalised products once production has begun.

• Faulty or incorrect products: This exemption does not affect your statutory rights if a personalised product is faulty, damaged, incorrectly supplied, not as described or does not match an approved design.

2. Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged, incomplete or incorrect, please contact us at hello@foxandfolly.co.uk as soon as reasonably possible and preferably within 30 days of delivery.

Please provide:

• Your order number.

• A brief description of the problem.

• Photographs of the product and packaging where appropriate.

This reporting request does not limit your statutory rights if a fault is discovered later.

Where a fault is confirmed, we will provide an appropriate repair, replacement or refund. We will also refund the original standard delivery charge where appropriate and cover the reasonable cost of returning a confirmed faulty or incorrectly supplied product.

3. Non-Personalised Products

For products that are not personalised or bespoke, you may notify us that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days in which to return the product.

This standard online returns policy applies to orders delivered within Great Britain: England, Scotland and Wales.

Products should be returned in their original condition and packaging where reasonably possible. You may examine a product as you would in a shop, but we may reduce the refund if its value has been diminished through unnecessary handling.

For non-faulty change-of-mind returns:

• You are responsible for the cost of return postage.

• We recommend using a tracked postal service.

• We do not provide a prepaid return label.

• We do not offer a separate exchange service.

Where the right to cancel applies, we will refund the product price and the original standard delivery charge. Any additional amount paid for an enhanced or express delivery service is not refundable.

If we accept an overseas order on a case-by-case basis, the applicable delivery and return arrangements will be confirmed before payment. This does not affect any mandatory consumer rights that apply.

4. How to Arrange a Return

Before returning a product, please email hello@foxandfolly.co.uk with your order number and the reason for the return.

Once the return has been authorised, we will provide the appropriate return instructions and address.

Please package the product securely. We cannot accept responsibility for a return that is lost or damaged because it was inadequately packaged.

5. Refund Processing

Refunds are normally processed within seven working days of receiving the returned product or confirming that a refund is due.

Refunds will be made to the original payment method. The time taken for the refund to appear in your account may depend on your bank or payment provider.

A replacement supplied as a remedy for a faulty or incorrect product is not treated as a standard exchange.

6. Business Identity

Fox & Folly is a trading name of Timbersmiths Ltd.

• Email: hello@foxandfolly.co.uk

• Registered in England and Wales

• Company number: 10067642

• Registered office: Sideways, North Street, Axminster, Devon EX13 5QF