Delivery & Returns


Dispatch timescales:
Orders for stock items (i.e non personalised, not made to order/commission pieces) are usually dispatched within 1-3 working days (Monday to Friday, we do not post orders on Saturday/Sunday or on Bank Holidays).
Items that are personalised, made to order/commission pieces have their own dispatch times, full details can be found on the relevant item. Please note: If you order a made to order item and a stock item together your order will be dispatched with your made to order item.
We currently only post to UK Mainland addresses (we do not currently post items to Northern Ireland).  Our current postage & packaging rates are as follows:
Orders up to £15 - options for 2nd class or Tracked 48 (£2.00 or £2.70)
Orders £15.01 - £24.99 - Royal Mail Tracked/Signed for - £3.50
Orders £25 and over - Royal Mail Tracked/Signed for - £4.50

Timescales for arrival via Royal Mail may vary, but are usually received within 2-5 working days of dispatch.  Please note at busier periods (eg: due to public holidays/national holidays, strike action, Covid, etc...) this may be much longer than usual, so please bear this in mind before ordering.

If you have not received your item after 10 days of receiving your dispatch notification email (and there isn't an obvious reason for delay like national/local strike action, public holidays, busy periods - Easter/Christmas etc...) please contact me at mrsfox@foxatfive.co.uk and I will investigate this for you. 

Please contact me within 30 days of dispatch if you haven't received your item so a full investigation can be carried out, after 30 days it is unlikely we will be able to investigate or process a refund/replace the item. 

 

RETURNS & EXCHANGE POLICY

Please read the following before ordering so you are fully aware of our returns and exchange policy.
If you change your mind, you are welcome to cancel/amend your order within 24 hours of purchase using the following email address mrsfox@foxatfive.co.uk 
Refunds and exchanges are gladly accepted if the item is undamaged and returned in the condition/packaging in which it was received. 
Please note: personalised, made to order, commissioned pieces and digital downloads are non-returnable/non-refundable.  Sale items are not eligible for a cash/card refund. I will happily exchange the items or I will issue you with a credit note valid for 6 months.

 

I really hope you love your order but if you are unhappy with your purchase, please contact me within 7 days of delivery at mrsfox@foxatfive.co.uk and I will be happy to discuss how you can return the item(s) with you.  All returns must be sent back within 14 days of delivery. 

The buyer must provide proof of postage (available free from the Post Office or from your chosen courier) on returning your item. Please package it safely and securely as we will not be held responsible for any damage or loss on route. Any damages on arrival due to poor packaging may result in a smaller amount than you originally paid being refunded. The buyer will be responsible for enquiring with Royal Mail/the courier should there be any delay in the parcel arriving back at The Fox At Five. No refund will be provided until the item has arrived back to us.

Any returns/refunds for orders which have received a free gift during a promotion period will be expected to return the free gift, should this not occur the gift value will be deducted from your refund.

Multiple exchanges will incur an administrative charge.