At Fox in Moss, every item is carefully handmade and thoughtfully packaged. We hope you love your purchase, but if something isn't quite right, this policy explains how returns and refunds work.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Returning an Item
If you change your mind about your purchase, you have the right to return most items within 14 days of receiving your order.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned with any original packaging where possible.
- Not be damaged due to misuse or normal wear and tear.
Please contact us before returning an item so we can provide return instructions.
2. Return Postage
Unless an item is faulty, damaged or incorrect, customers are responsible for the cost of returning their order.
We recommend using a tracked postal service, as we cannot be responsible for items lost during their return journey.
3. Refunds
Once we have received and inspected your returned item, we will notify you of the outcome.
If your return is approved, your refund will be processed to your original payment method within 14 days.
Original delivery charges will only be refunded where required by UK consumer law.
4. Damaged, Faulty or Incorrect Items
We take great care when packing every order. However, if your item arrives damaged, faulty or you receive the wrong product, please contact us within 14 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
Where appropriate, we will offer one of the following:
- A replacement
- A repair
- A full refund
- A partial refund
5. Handmade Items
Every Fox in Moss product is handmade, meaning no two pieces will ever be completely identical.
Small differences in:
- Colour
- Texture
- Shape
- Wood grain
- Natural fibres
- Stone or crystal appearance
are expected and are not considered faults.
Product photographs are intended to give the best possible representation, but natural variations are part of the charm of handmade craftsmanship.
6. Personalised & Made-to-Order Items
Personalised, customised or made-to-order products cannot usually be returned or refunded simply because you change your mind.
However, if a personalised or made-to-order item is faulty, damaged or not as described, please contact us and we will work with you to resolve the issue in accordance with your consumer rights.
7. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on certain items unless they are faulty.
These may include:
- Earrings or pierced jewellery
- Personal care products
- Opened consumable products
- Gift cards
Where a product cannot be returned, this will be clearly stated on the product listing.
8. Market Purchases
Items purchased in person at markets or events are covered by your statutory rights if they are faulty or not as described.
As there is generally no automatic legal right to return non-faulty goods purchased in person, returns for change of mind on market purchases are offered at our discretion.
9. Cancelling an Order
If you need to cancel your order, please contact us as soon as possible.
If your order has not yet been dispatched, we will do our best to cancel it.
Once an order has been shipped, it will need to be returned in accordance with this policy.
Orders for personalised or made-to-order items may not be cancelled nor refunded once production has begun.
10. Contact Us
If you have any questions regarding returns or refunds, please contact us via our 'contact us' page.
Fox in Moss
We aim to respond to all enquiries within 3-5 working days.
Effective Date: 03/08/2026
Last Updated: 03/08/2026