We hope that you are happy with your purchase but if you are not, we promise to refund any unused item you are not completely happy with when you return it to us in saleable condition by post within 30 days of receipt. Items bought on sale must be returned to us within 14 days of receipt. Please also note the returns exceptions below.
How do I return an item?
You can return an item by post within 30 days (or 14 days if purchased in sale) of receipt. Customers are required to return unwanted orders at their own cost.
To return an item by post, email email@example.com to notify us of your return.
Label the parcel to the address: Fox & Lark, Suite 505, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, UK post it to us within 30 days of the day that you received it.
Please remember to ask the Post Office for your postage receipt and tracking details and retain them for your reference. Your receipt will contain proof of postage to prove the item(s) have been sent. Customers are responsible for ensuring goods reach us, if we do not receive the returned items, we cannot process a return.
When will I receive my refund?
Returned parcels are on average refunded within 14 days of posting, however in the event of a delay in receiving the parcel this may take up to a maximum of 30 days. Please note this does not include your bank's processing time. Refunds will be credited to your original method of payment. If you paid partly by Gift Card, the Gift Card will be credited first, with any remaining balance being credited to the other method of payment used.
The refund will be processed once your goods are received and can take up to 14 days. Please note that the time taken for the refund to show in your account will depend on your bank or card issuer's processing time normally 3-7 working days. Order refunds will show on your statement as a refund / credit from Fox & Lark. Refunds will be credited to your original method of payment. If your card expires before we process your refund please contact Customer Service with your order number, postcode and new card details.
What can't I return?
We do not offer refunds on personalised stationery or made to order items, these include fabrics, cushions, lampshades, pocket mirrors and garland party tins. Our fabrics are woven from natural fibres and minor variations and irregularities may be present in the final cloth or any item made of this fabric, we consider these normal and part of the beauty of natural fibre fabrics. Due to the manufacturing process of 3rd party suppliers there may be slight colour variations between subsequent manufacturing runs of products. We are also unable to offer refunds for hygiene reasons for pierced jewellery or cosmetic products if they have been used or the hygiene seal is broken, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all of the tags intact, unused and unworn in a saleable condition.
Can I exchange an item instead?
Unfortunately we are unable to offer exchanges by post at this time. Please place a new order for the required item and return the unwanted item to us for processing.
Can I cancel my order?
You may cancel an order at any time before it has been processed for shipping. To cancel your order after it has been despatched to you, you will need to follow the Returns procedure as stated above. If you are returning an item from overseas because it is faulty, then please call us first using the number provided above or email us at firstname.lastname@example.org. Your statutory rights are not affected by our returns policy.
I made a mistake on my order, can I change it?
We are sometimes able to amend address details or cancel an item from the order, please email us at email@example.com as soon as possible after placing your order and we will do our best to help (note: customer service is available Monday – Friday 09:00 – 17:00).
Faulty or Damaged Items
We strive to deliver your products in perfect condition however on the rare occasions our customers receive a faulty or damaged item, you can return this to us for a replacement or a refund. If you receive an item that is faulty or damaged please notify us as soon as possible or return the item to us within 30 days of receipt for a full refund. Make sure you tell us if you would like a replacement or a refund on your returns form. We will refund any postage on a faulty item and ensure you are reimbursed for standard return postage on the item.