FAQ

WHAT ARE YOUR

SHIPPING RATES?

Our shipping rates are determined on where you live and the weight of your parcel.

Read more below.

WITHIN

SPAIN

ORDER OVER €30 TO ENJOY FREE SHIPPING (Correos 3 Day Service)
OVER €30 (Correos 24 Hour Service) - Surcharge of €1.50
ORDER LESS THAT €30.00 (Correos 3 Day Service) - €2.95

SHIPPING TO

UNITED KINGDOM

Postage costs to United Kingdom are based on weight.

ORDER OVER £70.00 TO ENJOY FREE SHIPPING (Correos 3-7 Business Days Service)

ORDER UNDER £70.00

(Shipping costs based on weight)

0.01-1KG: €4.00
1KG-1.5KG: €6.00
1.5KG-2KG: €8.00
2KG-5KG: £9.95
5KG-7KG: £10.95

* Prices shown exclude Northern Ireland.

SHIPPING TO

NORTHERN IRELAND

Postage costs to Northern Ireland are based on weight.

0.01-2KG: €12.00
2KG-3KG: €18.00
3KG-4KG: €20.00
4KG-5KG: €28.00
5KG-6KG: €30.00
6KG-7KG: €35.00
7KG-13KG: €39.00

SHIPPING TO

REST OF EUROPE

ORDERS OVER €100 ENJOY FREE SHIPPING

ORDER UNDER €100
POSTAGE COSTS ARE BASED ON WEIGHT

0.01-2KG:
€6.95
2KG-10KG: €10.95
10KG-15KG: €21.00
15KG-20KG: €27.00

WHOLESALE

For larger orders and wholesale, rates are available on request.

WHAT IS YOUR RETURN/EXCHANGE POLICY?

Fox & Wolf is not responsible for any damages that occur once you have received the products and inspected them. You have 24 hours to make a complaint about any damages caused during transit. And these must be submitted in writing via email. We ask for photographic evidence of any damages.

If damage isn't visible in photographic evidence, we will arrange collection of the item. When we have received the item and examined it, if there is a fault, we will issue an alternative item. 

We do not refund on wholesale orders, and there will be no refund or exchange based on product scent or colouration, due to the hand made nature of our products. There will be slight variations in wax colour etc..

Fox & Wolf only replace, exchange or refund products that have been purchased through our web store.

WHEN WILL YOU SHIP MY PRODUCTS?

We ship orders Monday through Friday only.

Orders ship 1-4 business days after they are placed. Orders are not shipped on Saturdays, Sundays, or Spanish National or Local Holidays, relevant to the region of Fox & Wolf HQ. Once your order has been shipped, you will receive tracking information by email. If, for some reason, you don't receive this information please get in touch with us at concierge@foxandwolf.es

DO YOU OFFER INTERNATIONAL SHIPPING?

Yes we ship within most of Europe. But unfortunately there are a few places that we have decided not to ship too. And these include the United States, Australia, the Far East, the Middle East, the continent of Africa, Canada and Malta. The only reason for this is the cost of shipping.

WHAT DO I DO ABOUT A LOST OR DAMAGED ORDER?

If you suspect your order has been lost in transit, please reach out to us at concierge@foxandwolf.es and we will then contact the courier used for your order.  Fox & Wolf is not responsible for lost or stolen packages once they are received at your location. Fox & Wolf is not responsible for incorrect shipping information at checkout.

All claims for damages must be reported to Fox & Wolf within 24 hours of receipt of your products. Please provide supporting photos/documentation for any damages you wish to report. Once we have looked at the evidence in detail we will contact you with the outcome. The outcome will either be: 1) a refund to your original payment method or 2) a dispute based on our findings.

We do not refund postage costs, only those relating to the purchase price of the products.

ORDERING

I’M HAVING TROUBLE PLACING AN ORDER, CAN SOMEONE HELP ME?

Absolutely. Just give us a call on ES: +34965648468 or UK: +442080640474 or email us at concierge@foxandwolf.es. You can also chat with us via the 'chat to us' button on every page of our online store. We are usually online everyday between 10:00 - 18:00 CEST.

DO YOU OFFER WHOLESALE OR BULK DISCOUNTS?

Yes we do. We have a volume discount system. To find out more please contact us at concierge@foxandwolf.es or give us a call. Or, you can read more on our wholesale page. We can setup an account for you if you wish to buy in volume from us.

LETS TALK FOX & WOLF

PRODUCTS

ARE ALL FOX & WOLF PRODUCTS VEGAN?

We have done everything we can to ensure that the ingredients that go into our products are vegan. Can we 100% guarantee that they are vegan in every way? Unfortunately not… we’d LOVE to, but we have to be 100% honest and transparent with you.. it’s how we are! The reason that we word it this way is this…  we only use ingredients in our products that have not been, and are not, tested on animals. There are no animal derived ingredients in our products.  We even make sure that the glue on our labels and packaging is vegan. But, what we cannot guarantee, are things like the paint on our candle glass. Very few companies are 100% transparent about all of their manufacturing processes. This is due to protection of their USP and IPR. But as vegans ourselves, we do our very best to ensure that Fox & Wolf products are cruelty free and free from animal derived products. We find that claiming anything as 100%, is a very difficult thing to do.

ARE FOX & WOLF CANDLES STRONG?

Yes is the really short answer, but the scent throw of any aromatic product is dependant on a few things. Firstly, the size of your room. Secondly, how you burn your candles or where you place products like reed diffusers.

GOT A

QUESTION?

Our Customer Service Team can help.

Use the chat button on any page of our online store to chat with us instantly. Available Monday-Friday 10:00-18:00 CEST.

Or call ES: +34965648468 or UK: +442080640474 or email: concierge@foxandwolf.es

Available Monday to Friday 10:00-18:00 CEST

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