Fig & Fox returns and refunds
We want you to be happy with everything you buy from us. If something is not right, here is exactly where you stand.
Your right to cancel
Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days to send the goods back. We give you longer. You have 30 days from the day your order is delivered to let us know you would like to return it.
To cancel, email whodavila1@gmail.com with your order number and what you would like to return. You can use these words if it helps: "I hereby give notice that I cancel my contract of sale for the following goods, ordered on [date] and received on [date]." You do not have to give a reason.
Condition of returned items
Items must be unused, in the condition you received them, and in their original packaging with any tags still attached. You are welcome to inspect an item as you would in a shop. If an item is handled more than that and its value is reduced, we may deduct a reasonable amount from your refund.
Items we cannot accept back for hygiene reasons
Once opened or removed from sealed packaging, we cannot accept returns of teats, dummies, bottles and feeding accessories, swimwear, or any item where a hygiene seal has been broken. This does not affect your rights if an item is faulty or not as described.
Who pays for return postage
- Change of mind: you pay the return postage. We recommend a tracked service, because the item remains your responsibility until it reaches us.
- Faulty, damaged, incorrect or not as described: we pay. Email us first and we will arrange it or refund your postage cost.
Faulty or unsatisfactory goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have 30 days from delivery to reject them for a full refund. After 30 days and up to six months, you are entitled to a repair or a replacement, and to a refund if that is not possible. These rights sit alongside the 30 day return window above, not inside it.
Please email whodavila1@gmail.com with your order number and a photograph of the issue. Do not send an item back before contacting us.
Refund timescales
Once we receive your return, or proof that you have sent it, we will refund you within 14 days. Refunds go back to your original payment method. If your order qualified for free delivery only because of its value and a return takes it below £50, we may deduct the standard delivery charge we would otherwise have applied.
Where we paid for outbound delivery, we refund the cost of standard delivery. If you chose Express, we refund the standard rate rather than the express rate.
If we cannot sort it out
Email whodavila1@gmail.com first and we will do our best. If you are still unhappy, you can escalate to an alternative dispute resolution provider or to Citizens Advice.