Refund policy

You have 14 days after receiving your item(s) to request a return. 

To start a return, you must request a return authorisation by sending us an email to hello@foxandflame.co.uk. Please include your original order number in all communication.

Returns are not free of charge; the buyer must pay return delivery. It is advised that returns are properly packaged to avoid damage in transit. We strongly suggest that a fully insured and tracked delivery service is used. The seller accepts no responsibility for lost or damaged returns. Items sent back to us without first requesting a return will not be accepted. 

To be eligible for a refund, your item must be returned in the same condition that you received it, unused and in its original undamaged packaging. Should returns be received where the item(s) are not in a resalable condition the seller reserves the right to charge a restocking and or repackaging fee of up to 50% of the original purchase price.

If you benefited from a discount or special offer when you purchased your returned item(s) the value of such will be deducted from the amount refunded.

Damages and issues
Please inspect your order upon receipt and contact us within 48 hours if the item(s) are defective, damaged or if you receive the wrong item(s), so that we can evaluate the issue and make it right. You will need to send an email to hello@foxandflame.co.uk including your order number and photographs of the defective, damaged or wrong item(s).

Exceptions / non-returnable items
Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item(s) you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@foxandflame.co.uk