Refund policy

Refunds & Returns Policy

Overview

At Fox & Folly, most of our products are handcrafted to order or personalised specifically for you in our Devon workshop. This policy explains our procedures for returns and refunds. Nothing in this policy affects your statutory rights under UK consumer law.

1. Bespoke & Personalised Items

As many of our products are custom-made to your specifications (including personalised text, custom layouts, specific sizes, or unique finishes), they are exempt from the standard right to cancel under UK law.

  • Change-of-mind returns: These are not accepted for bespoke or personalised items once production has begun.

  • Faulty or Incorrect Items: If a personalised item is found to be faulty, damaged, or does not match your approved design, you are fully entitled to a remedy under your statutory rights.

2. Faulty, Damaged, or Incorrect Items

If your order arrives damaged or is not what you ordered, please contact us at hello@foxandfolly.co.uk within 30 days of delivery. To help us resolve the issue quickly, please provide:

  • Your order number.

  • A brief description of the issue.

  • Supporting photographs of the item and packaging.

Where a fault is confirmed, we will provide a repair, replacement, or full refund (including the original standard delivery cost) as appropriate.

3. Non-Personalised Items

For items that are not personalised or bespoke, you have the right to return them within 14 days of receipt.

  • Service Area: This applies to orders delivered within our service area of Great Britain (England, Scotland, and Wales).

  • Condition: Items must be unused and in their original condition and packaging.

  • Return Shipping: Return shipping costs for non-faulty, "change-of-mind" returns are the responsibility of the customer.

  • Exchanges: We do not currently offer an exchange service.

4. Refund Processing

Once a return is authorised and received by our workshop, refunds are typically processed within 7 working days to your original payment method. We do not provide prepaid return labels for non-faulty items; however, for confirmed faults, we will coordinate the return shipping arrangements with you directly.

5. Business Identity

Fox & Folly is a trading name of Timbersmiths Ltd.

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

  • Workshop & Despatch: Unit 9, Riverside Workshops, 14 Riverside Way, Seaton EX12 2UE.