In the unlikely event that you are not entirely satisfied with your purchase we would be happy to offer a refund within 14 days of receipt. All returns must be agreed in advance.
Please contact us if you wish to return your order. We can help arrange the collection via DHL, all return shipments are chargeable. You can reach out to us via email: firstname.lastname@example.org for further information on our returns process. Or alternatively, please call us during our office hours, Monday to Friday 9am-5pm GMT on: +44 (0)1823 703907.
Any EU or International customer must use our return service.
In the event a return is not suitable, we can issue you with a store credit note, which will be valid for a period of 3 months or a full refund.
Made-to-order / Pre-orders
We cannot accept returns or cancellations on any made-to-order pieces, once any order is placed. However, we are of course more than happy to accept returns on pre-order items and in stock products. Please contact us for further details.
To discuss your order with a member of our team , please call us during office hours, Monday to Friday 9am-5pm GMT on +44 (0)1823 703907 or email us at email@example.com.
All exchanges must be agreed in advance. We regret that the delivery costs incurred in returning any items to The Merchant Fox will not be refunded, except in the case of faulty or damaged goods.
We encourage you to check the item(s) carefully on receipt and inform us within 3 days of any damage or faults. We regret that we will not be able to offer an exchange or refund for damaged items unless you inform us within this timescale.
Please note that we cannot accept return of any item(s) that has been used or is no longer in its original packaging.
If you do need to return an item, please remember to include a note explaining why you are returning it and also a copy of the invoice/receipt from the original packing.
The Merchant Fox, The Counting House, Tonedale Mill, Wellington, Somerset, TA21 0AW, United Kingdom.
In the unlikely event that you receive an item that is broken, faulty, deficient of items shown on the delivery note, or fails to match the items you ordered, we will be pleased to replace this item free of charge. Please contact us within 3 days of receipt if this is the case as all returns must be agreed in advance. Please call us during office hours, Monday to Friday 9am-5pm GMT on +44 (0)1823 662271 or email us at firstname.lastname@example.org. If we require the item to be returned to us we will refund the cost of postage. Unless we receive notification within 3 days, you will be deemed to have accepted the items as satisfactory.
Please be aware, that any authorised returns may incur additional taxes and duties upon sending the good/s back to us (depending on your countries regulations). The customer is solely responsible for paying any of these charges incurred, as well as the responsibility of safely shipping the item/s to our return address.
We work with a small number of manufacturers in Britain and the majority of our items come with a standard manufacturers' guarantee, although this will vary depending upon the manufacturer. Please telephone us in the first instance so that we can advise you further.
Incorrect, Broken and/or Faulty Items
Please return the item so we can obtain a quote for the repair. You will need to pay the postage costs for delivery to our address. We will advise you of any costs before sanctioning repair work.
Personalised & Bespoke Items
If you place an order for an item that is to be personalised by The Merchant Fox on your behalf, we regret that you will be unable to cancel the order. We are also unable to accept returns of personalised or bespoke items.
If you personalise an item after purchase from The Merchant Fox, we will be unable to offer a refund.