Refund policy
As Fox & Wren endeavours to be as environmentally friendly as possible, we would like to keep our returns to a minimum to avoid any unnecessary transport of goods.
We are also of the "Buy Less, Choose Well, Make it Last" philosophy.
With this in mind, we ask that you mindfully select your products when shopping and only purchase what you love.
We do not offer refunds for change of mind.
Natural Products
Many of our products that you will find on our website are natural, for example our crystals, incense, candles and cleansing bundles. They come from the Earth, making each and every piece unique. Therefore we cannot offer refunds on natural products due to natural imperfections.
Handmade Products
Fox & Wren loves to support makers, creators and artisans of handmade products. This means that each piece is made by human hands, making each and every piece unique. Therefore we cannot offer refunds for any variations in size, shape and colour.
Perishable Products
Perishable goods such as our teas cannot be returned for health and safety reasons.
Personal Care Products
Personal care products such as our beauty products and essential oils cannot be returned for hygiene reasons.
Sale Items
Unfortunately, we cannot accept returns on sale items, except where Australian Consumer Law guarantees apply.
What if my product is damaged or defective?
Fox & Wren has great respect for our products and takes a lot of care and attention when sourcing, handling and packaging, so we certainly hope that you never receive a damaged or defective product from us.
Please inspect your order upon receipt and email us immediately if the item is damaged, faulty or if you have received the wrong item, so that we can evaluate the issue and find the most suitable solution.
Fox & Wren has a 7 day returns policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it in, unused and in its original packaging.
Please note that we do not offer any refunds for a defective item if you knew, or were made aware, of any defects in that item before purchasing it.
How to request a return for a damaged item
To start a return, email eloisa@foxandwren.com.au with a photo of the item in the exact condition that you received it. Please also include all order details and receipt or proof of purchase. We will assess the request and respond as quickly as possible.
If your return is accepted, we will send you a return shipping label with instructions on how and where to send your package. Items cannot be sent back to us without first contacting us to request a return.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, your refund will be processed and you will be automatically refunded in the same form as your original method of payment. Please remember it can take some time for your bank or financial institution to process the refund.
We do not offer Exchanges
If your item is damaged or defective however, please follow the steps for requesting a return, as specified above. If the return is accepted and a refund has been issued, you can then make a separate purchase for your desired new item on our site.
You can always contact us for any return queries by emailing eloisa@foxandwren.com.au.
Thank You,
Fox & Wren