FAQ

SHIPPING

WHAT ARE YOUR SHIPPING RATES?

Our shipping rates are as follows:

WITHIN SPAIN:

  • €5.00 (UPS Standard)

REST OF EUROPE (based on weight):

  • Under 0.5kg: €14.00. As this is a low value order, we pass on the full postage cost to our customers. Please accept our apologies.
  • 0.5-2kg: €8.00
  • 2.1kg - 10kg: €10.00
  • 10.1kg - 15kg: €18.00
  • 15.1kg - 20kg: €24.00
  • 20.1kg - 29kg: €39.00
  • 29.1kg and above: €35.00
  • We ship with UPS Standard Delivery

WORLDWIDE:

  • Apologies, but we ship within Europe only.

 

WHAT IS YOUR RETURN/EXCHANGE POLICY?

Our work is 100% handcrafted. Slight variations from candle to candle are considered a part of the unique handcrafted process and are to be expected. Due to the handmade nature of our products, all sales are final on wholesale orders. No returns or exchanges will be offered on the basis of product scent. Fox & Wolf does not replace, refund, or exchange products that have been purchased from one of our retail partners. Fox & Wolf is not responsible for any damages that occur once you have taken ownership of the product.

HOW SOON WILL YOU SHIP?

We ship orders Monday through Friday with our pickup cutoff at 1pm GMT+2 unless otherwise noted. Orders ship 1-3 business days after they are placed. Orders are not shipped on Saturdays, Sundays, or major Spanish National Holidays. 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 team@foxandwolfcollection.com. We do not ship in extreme temperatures (both hot and cold) as it may damage our handcrafted products. If extreme weather occurs and we must hold your shipment, we will notify you by phone or email.

DO YOU OFFER INTERNATIONAL SHIPPING?

Yes absolutely, we ship anywhere within Europe. 

WHAT DO I DO ABOUT A LOST OR DAMAGED ORDER?

If you suspect your order has been incorrectly delivered or lost, please reach out to us at team@foxandwolfcollection.com and we will contact our shipping partner.  We will look into the issue and assess if a replacement order needs to be sent. Fox & Wolf is not responsible for lost or stolen packages once they are received at your location; please ensure your orders are delivered to a safe location. Fox & Wolf is not responsible for incorrectly shipped orders if the wrong address is input at checkout.

All claims for damages must be reported to Fox & Wolf within 48 hours of receipt of products. Providing supporting photos/documentation is required for all damages. After we review your request, we will either replace the damaged / missing goods or process a refund to your card. Only the exact items from the original order can be replaced.

Shipping and handling fees are not refundable. Fox & Wolf does not replace, refund, or exchange products that have been purchased from one of our retail partners. Fox & Wolf is not responsible for any damages that occur once you have taken ownership of the product.

 

ORDERING

WHY IS THE SCENT I’M LOOKING FOR NOT IN THE WEB STORE?

Over time we may choose to discontinue a particular fragrance in order to make room in our collections for new things! If a scent isn't available on our website it most likely means we no longer make it. We don’t keep stock of discontinued items and they are not available by special order.

I’M NOT ABLE TO ORDER THE QUANTITY OF PRODUCTS I WANT, WHAT CAN I DO?

Since we’re making handmade products with limited quantities being reserved for our webstore sales, we may run into a shortage of a particular item. Stock gets updated daily after current orders are shipped, so you may want to check back for more stock. You can also reach out to us if you are seeking a particular quantity and we can look into it for you!

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

Absolutely—just give us a call at +34965648468 or email us at team@foxandwolfcollection.com, and we can help you with your order!

DO YOU OFFER BULK DISCOUNTS?

For orders of 100 units and up, please reach out to us.

DO YOU HAVE ANY DISCOUNT CODES OR WEB STORE SALES?

The best way to find out about upcoming sales is to sign up for our mailing list! We keep emails to a minimum of a few per month or less, and you’ll be the first to know of any discounts. We do sometimes advertise sales on our Instagram account as well.

 

PRODUCT

ARE ALL FOX & WOLF PRODUCTS VEGAN?

Yes, absolutely.  Everything from the wax we craft, to the scents we use, to the labels on the packaging - all are 100% vegan and cruelty free. 

WHAT’S YOUR WAX MADE FROM?

Our wax is made from coconut oil and rapeseed, and absolutely nothing else.  We offer the highest-quality ingredients possible for our products. Our candles are packed full of scent. 

HOW SHOULD I BURN AND CARE FOR MY CANDLE?

On the first lighting, burn your candle for one hour for each inch of its diameter until you have a full melt pool. Candles have a "memory", so the first few burns will influence how it burns in the remainder of its life. By allowing your candles to have a "memory burn", you are actually increasing the candles burn time, and by allowing a full melt pool to form from edge to edge of the glass, you increase the scent throw. Additionally, at each subsequent lighting you should trim the wick to 1/4" for best quality. Please refer to our candle care page (located in the menu in our website footer below) for more helpful tips on how to care for your candle.

CAN THE CANDLE GLASS BE REPURPOSED OR RECYCLED?

Yes! We design our vessels to be repurposed once your candle has burned through. You can also return it to one of our stockists, to receive money off your next order.

HOW FRAGRANT ARE FOX & WOLF CANDLES?

We design our fragrances to enhance your space without being overpowering. Scent throw will be dependent on the size of the candle, fragrance type, as well as the size of the room you are burning it in. But, be rest assured, every Fox & Wolf candle has at least double the scent found in most stores.  What is the shelf life of a candle? We recommend burning your candles within a year of purchase, however a candle can live on indefinitely—it just will need to warm up again after being lit and fragrance may fade after two years of shelf life.