Refund policy

RETURNS & REFUNDS

YES you can request a refund and return of the products.

Email hello@fillyandfox.co.uk within 14 days of the receipt of the goods to advise you wish to return the products. (please state your order number and full contact details, also the reason for the return)

Ensure the goods are in "as new condition", unused and not worn and have all the original packaging and tags still attached.

The cost of the returns will be at your cost and we strongly advise using a tracked or signed for service. Filly & Fox  will not be responsible for the failure of goods to be returned to us, or lost in transit.

We do not offer free returns as this we feel encourages multiple purchases and returned goods that have to be sold as seconds or discounted heavily. By asking our customer to pay for the returns, we trust this will ensure that excessive ordering and larger quantities of returns can be avoided.

Any goods returned showing signs of wear or damage may be returned to you and the refund request rejected.

As we are a bespoke made to order business, please ensure that you order the correct size when placing your order.  Should you wish to re order a different size then please place a new order for the required product and new size required.  We will not commence production of the new order until the original item has been returned and refunded. 

Unfortunately we are unable to expedite exchanges as we are a made to order business and therefore any exchanges will take time to deliver. Your patience and cooperation is greatly appreciated.

If we do have capacity with our makers we will do our utmost to expedite the exchange but please don't expect this.

All refunds are credited back to your chosen payment method used to pay for the goods. Please note that it can take upwards of 7–10 days to receive the funds back into your account or from your card issuer Filly & fox has no control over how long this process takes.

Any refunds due will be in full less any deductions for additional costs pre agreed.

 

 

(Brand Ambassadors) - Where products are manufactured and sent out by way of our Brand Ambassador collaboration programme - All products remain owned by the company Filly & Fox Ltd (unless otherwise agreed)  and are expected upon termination of the collaboration to be returned within the same time frames in the original condition in which they have been supplied.

When the products are not returned, Filly & Fox Ltd reserve the right to invoice these items as new replacement products will need to be re made for re issue to new brand ambassadors and or for sample product marketing.

Where the company has pre invoiced or offered reduced priced product purchases in lieu of the brand collaborations and the brand ambassadors has already paid for products the ambassadors may seek to retain the goods for personal use after termination of the collaboration agreement. This will be confirmed in writing upon termination.

Filly & Fox reserves the right to amend alter and change this policy in the interests of the business.