REFUND AND EXCHANGE POLICIES
IN-STORE PURCHASES
Here at FOX & WOLF our refund policy is very simple...
You can return any item within 14 days of purchase and we will offer a refund or exchange, providing you have your proof of purchase. Even if you simply change your mind, we can offer an exchange or refund. The item(s) must be unopened, unused, in new condition and in the original packaging. We can not exchange or refund Gift Cards or any item(s) that has been used. We can not refund or exchange an item without a receipt. So, please keep your receipt safe.
HOW WILL I RECEIVE MY REFUND?
Refunds are issued to the original payment method.
If you paid using a debit or credit card, it will be issued to this card. We are unable to refund your purchase to a different payment method.
If you paid using a gift card, we will issue a new gift card for the value of the returned items. We are unable to refund gift card purchases in cash or card.
ELECTRONIC DEVICES
These devices have a 6 month warranty. If faulty, they can be exchanged for the same product or similar device, whichever is in stock.
The 6 month warranty period starts from your date of purchase. You must present your proof of purchase, so please keep your receipt safe. Without a receipt, we are unable to offer an exchange.
FAULTY ITEMS
In the unlikely event that your candle doesn’t perform correctly, you must have followed our candle care instructions. User instructions can be found here. The item must have been returned to our stores within 14 days of purchase.
If you have followed these instructions, we will investigate within 72 hours and contact you with an update. If the item is faulty, and user instructions were followed, we will offer an exchange or refund.
We are unable to exchange or refund an item if you simply dislike the fragrance after using the product. Our stores have fragrance stations to enjoy and experience the fragrance before purchase.
PLEASE NOTE
We can only exchange or refund products that have been purchased from an original FOX & WOLF store. This excludes online stores or our partners.
We apologise if this policy does not meet your expectations. Our in-store team members have to adhere to the company policy and are unable to exchange or refund items that are not in line with our policies. However, our Customer Care team are happy to assist you further, where possible.
Your customer experience, in any of our stores, is incredibly important to us. So, please chat with our Customer Care team but clicking the chat button, if you wish to discuss anything further.
ONLINE STORE PURCHASES
Here at FOX & WOLF our refund policy is very simple...
You can return any item which has been bought online within 30 days of purchase. We will offer a refund or exchange. Even if you simply change your mind, we can offer an exchange or refund. The item(s) must be unopened, unused, in new condition and in the original packaging. We can not exchange or refund Gift Cards or any item(s) that has been used.
You can return an online order to any official FOX & WOLF store. This excludes our partners. You can also return it by post. If posting it back to us, you must cover the shipping costs to our studio in Spain.
HOW WILL I RECEIVE MY REFUND?
Refunds are issued to the original payment method.
If you paid using a debit or credit card, it will be issued to this card. We are unable to refund your purchase to a different payment method.
If you paid using a gift card, we will issue a new gift card for the value of the returned items. We are unable to refund gift card purchases in cash or card.
ELECTRONIC DEVICES
These devices have a 6 month warranty. If faulty, they can be exchanged for the same product or similar device, whichever is in stock.
The 6 month warranty period starts from your date of purchase. Proof of purchase or order number is necessary.
FAULTY ITEMS
In the unlikely event that your candle doesn’t perform correctly, you must have followed our candle care instructions. User instructions can be found on our website here. The item must have been returned to us within 30 days of purchase.
If you have followed these instructions, we will investigate within 72 hours and contact you with an update. If the item is faulty, and user instructions were followed, we will offer an exchange or refund.
We are unable to exchange or refund an item if you simply dislike the fragrance after using the product.
You can return a faulty item to any official FOX & WOLF store. This excludes our partners. You can also return it by post. If posting it back to us, you must cover the shipping costs to our studio in Spain.
PLEASE NOTE
We can only exchange or refund products that have been purchased from our FOX & WOLF official online store. This excludes other online stores or our partners.
We apologise if this policy does not meet your expectations. However, our Customer Care team are happy to assist you further, where possible.
Your customer experience is incredibly important to us. So, chat with our Customer Care team by clicking the chat button, if you wish to discuss anything further.
HOW DO I MAKE A RETURN?
You can return an item directly to any FOX & WOLF official store.
Alternatively, if you'd prefer to return by post, please get in touch with us. You can chat with us via the chat option.
Please include your order number and reason for the return.
We will then discuss the best possible options with you.
Returns can be made to any official FOX & WOLF store, or by post.
Please note that you have 30 days to make the return. After this timeframe, we apologise, but we will be unable to assist.
HOW LONG DO I HAVE TO REQUEST A RETURN?
With online purchases, you have 30 days (from the date of purchase) to return the item for a full refund or exchange.
HOW DO I PREPARE MY PACKAGE FOR SHIPPING?
If you have the original packaging, please use this. If not, you can return your order in any other box. Please make sure it is packaged to prevent damage of the contents. You will also need to add the shipping label that we send to you.
It is necessary to include you order number in the package.
DO I NEED TO PRINT A LABEL FOR THE RETURN?
Yes. If you have received the return label, you need to print it and add it to the box.
WHEN WILL I RECEIVE MY REFUND?
We will issue a refund within 72 business hours of receiving your items back to our studio. The refund will be issued to the card that you used to make your purchase. Depending on your card issuer, it can then take a further 7-10 days for it to show on your statement. Alternatively we can issue a gift voucher and send this via email. You can then redeem this against future purchases.
WHAT IF YOU DON’T RECEIVE MY PARCEL?
If we have arranged collection of the parcel, we will contact the courier to investigate further. This can take 14 business days.
If you have arranged the return via your own courier, you will have to investigate the loss.
WHO IS RESPONSIBLE FOR RETURN COSTS?
We offer a 30 day returns policy when purchased from our online store. You would be responsible for the shipping costs to return the item(s) to us. We have preferential rates with our couriers, so we can find the best possible shipping costs for you, then send the shipping label to your email for you to add to the box. We would then arrange a collection from your home or you can drop the parcel off to a drop-off point (if available).
RETURNS ON PURCHASES WHERE YOU USED A GIFT CARD
If you completed your purchase using an E-gift card, we will issue a new E-gift card and email it to you. This will be processed within 72 business hours, from when we receive your items back to the studio.
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