Preguntas más frecuentes
¿TARIFAS DE ENVIO?
Nuestras tarifas de envío se determinan según el lugar donde viva y el peso de su paquete.
Lea más a continuación.
PIDA MÁS DE 30€ PARA DISFRUTAR DEL ENVÍO GRATIS (Correos 3 Day Service)
MÁS DE 30€ (Correos 24 Hour Service ) - Recargo de 1,50€
PEDIDO MENOR DE 30,00€ (Servicio Correos 3 Días) - 2,95€
Los gastos de envío a Reino Unido se basan en el peso.
PIDA MÁS DE 70,00 £ PARA DISFRUTAR DEL ENVÍO GRATUITO (Servicio de Correos de 3 a 7 días laborables)< br/>
PEDIR MENOS DE £ 70.00
(Gastos de envío según el peso)
0.01-1KG: € 4,00
1KG-1,5KG: 6,00 €
1,5KG-2KG: 8,00 €
2KG-5KG: £ 9,95
* Los precios mostrados no incluyen Irlanda del Norte.
IRLANDA DEL NORTE
Los gastos de envío a Irlanda del Norte se basan en el peso.
0,01-2 kg: 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 €
REST OF EUROPE
ORDERS OVER €100 ENJOY FREE SHIPPING
ORDER UNDER €100
POSTAGE COSTS ARE BASED ON WEIGHT
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 up to 72 business hours 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 firstname.lastname@example.org
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 email@example.com 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.
I’M HAVING TROUBLE PLACING AN ORDER, CAN SOMEONE HELP ME?
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.
¿SON FUERTES LAS VELAS ZORRO Y LOBO?
Sí, es la respuesta realmente corta, pero el aroma de cualquier producto aromático depende de algunas cosas. En primer lugar, el tamaño de su habitación. En segundo lugar, cómo quemas tus velas o dónde colocas productos como difusores de caña.
Nuestro Equipo de Servicio al Cliente puede ayudar.
Use el botón de chat en cualquier página de nuestra tienda en línea para chatear con nosotros al instante. Disponible de lunes a viernes de 10:00 a 18:00 CEST.
Disponible de lunes a viernes de 10:00 a 18:00 CEST