Refund policy

Returns and Refunds

We want you to be happy with your order. If something isn't right, we're here to help.

Our Return Policy

We operate a 30-day return policy, which means you have 30 days from receipt of your goods to request a return. To be eligible, your goods must be in the same condition that you received them: unused and in their original packaging.

How to Request a Return

To request a return, please email us at support@foxandfray.com.

When submitting your return request, please include the following details:

  • Your name
  • Your order number (found in your order confirmation email)
  • Your reason for the return
  • A photo of the goods you received

What Happens After I Request a Return?

Once we receive your request, our team will get in touch. If additional information is required, we'll let you know.

  • Our customer service team works Monday to Friday and aims to respond within 24 hours. Requests made on weekends will be addressed the following Monday.
  • If your return is approved, you'll have 14 days to send the goods back to us.
  • Returns must be pre-approved. Unsolicited returns will not be accepted.

Please note that all returns must be sent to the address provided to you when your return is approved.

Return Shipping Costs

We cover return shipping costs only in cases where:

  • We've sent the wrong item
  • There is a confirmed manufacturing defect

For all other returns — including ordering the wrong size or model, changing your mind, or personal preferences such as not liking the look or feel — return postage will need to be covered by the customer.

If you believe your item is faulty, we will request photo or video evidence to verify the issue. In some cases, we may be able to resolve the issue without requiring a return.

If you choose untracked delivery for your return, please make sure you obtain proof of postage, as we cannot be held responsible for parcels lost in transit on the way back to us.

Exchanges

As all our cases are made to order, exchanges are only possible in cases where:

  • The wrong size or model was ordered
  • The incorrect item was sent

Exchanges are limited to the same design as the original purchase.

Refunds

If your return is approved, the refund will be processed to your original payment method once we've received and inspected the returned item. Please note:

  • Refunds may take up to 10 working days to appear, depending on your bank or payment provider.
  • We'll send you a confirmation email when your refund has been processed.

Refunds on Promotional Offers

For promotional offers, such as promotional bundles, refunds are calculated based on the discounted price paid for each item within the promotion.

Example: if three items are purchased in a bundle offer, the total cost is distributed evenly across all three items. If one item is returned, the refund will reflect the adjusted price of that item under the promotion.

Cancellations

We can cancel or make changes to your order within 3 hours of purchase. After this time, your order is sent to production and can no longer be changed or cancelled, as all items are made to order. If your order has already gone into production, you'll need to wait for it to arrive and then return it to us for a refund.

Questions?

If you're not sure whether your situation qualifies for a return, just email us at support@foxandfray.com and we'll do our best to help.