Terms of service

Terms of Service

Overview

This website is operated by Timbersmiths Ltd, trading as Fox & Folly. Throughout this website, the terms “we”, “us” and “our” refer to Timbersmiths Ltd T/A Fox & Folly.

By using this website or placing an order with us, you agree to these Terms of Service and the policies referred to within them.

1. Online Store Terms

  • Ownership: Products remain the property of Timbersmiths Ltd T/A Fox & Folly until payment has been received in full.

  • Currency: All prices are quoted and processed in UK Sterling (GBP), unless another currency is expressly displayed and agreed when placing an overseas order.

  • Order information: You agree to provide accurate and complete contact, delivery and payment information when placing an order.

2. Delivery and Shipping

  • Shipping areas: Our standard online delivery service is available to Great Britain (England, Scotland and Wales). We do not currently offer standard online checkout or delivery to Northern Ireland, the Channel Islands or destinations outside Great Britain.

  • Overseas enquiries: If you are located outside Great Britain, please contact us before ordering. We may be able to accept an overseas order on a case-by-case basis, subject to agreeing the delivery cost, estimated delivery time and any applicable customs or import requirements.

  • Production time: Our products are handmade to order. Our standard production time is 7–10 working days before dispatch.

  • Delivery time: Royal Mail Tracked 48 normally takes approximately 2–4 working days after dispatch. Delivery times are estimates and are not guaranteed.

  • Charges: Delivery charges are displayed at checkout. Standard Great Britain delivery starts from £2.75, with free standard delivery on orders of £75 or more.

  • Customs and import charges: Where we agree to send an order outside Great Britain, import duties, tariffs, customs charges, local taxes or carrier fees may apply. Unless expressly agreed otherwise, these charges are the customer’s responsibility.

  • Delays: We are not responsible for delays caused by couriers, customs authorities or circumstances outside our reasonable control.

  • Loss in transit: If a parcel is confirmed as lost by the courier, we will offer a replacement or a full refund.

Further information is available in our Shipping Policy.

3. Products and Personalised Orders

  • Natural materials: Wood is a natural material. Variations in colour and grain, knots and minor natural movement are characteristic features and are not necessarily faults, provided they do not materially affect the product’s appearance, durability or intended use.

  • Personalised goods: 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.

  • Production: Change-of-mind cancellations cannot normally be accepted for personalised or bespoke products once production has begun.

  • Statutory rights: The personalised-goods exemption does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.

4. Cancellations, Returns and Refunds

Non-personalised products

For non-personalised products, 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.

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.

The customer is responsible for the cost of returning a non-faulty product. We recommend using a tracked postal 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.

Personalised and bespoke products

Personalised and bespoke products cannot be returned because of a change of mind. They remain eligible for an appropriate remedy if they are faulty, damaged, incorrectly supplied or do not match an approved design.

Faulty, damaged or incorrect products

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

Please include your order number, a description of the problem and 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 cover the reasonable cost of returning a confirmed faulty or incorrectly supplied product.

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.

We do not currently provide a separate exchange service for non-faulty products. A replacement supplied as a remedy for a faulty or incorrect product is not treated as a standard exchange.

Further information is available in our Refunds and Returns Policy.

5. Governing Law

These Terms of Service and any contract between you and Timbersmiths Ltd T/A Fox & Folly are governed by the laws of England and Wales.

Nothing in these Terms affects any mandatory consumer protections that apply in the country or state where you live.

6. Contact Information

Timbersmiths Ltd T/A Fox & Folly

  • Email: hello@foxandfolly.co.uk

  • Registered in England and Wales

  • Company number: 10067642

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