Returns & Refunds
At Foxwood, we want you to be delighted with every item that you purchase.
NB: Please note that we do not store credit card details and we do not share customer details with any 3rd party.
Individual & Unique
Please bear in mind that everything is hand-made and so slight variation in appearance is inevitable. The items crafted from salvaged and reclaimed materials will always be slightly different to each other and display the unique characteristics that each individual old beam, plank or floorboard has gained over time.
We hope that you agree that the variation in patina from this ageing process adds to the charm and unique appeal of each item. Your item will be different to anyone else’s and you can cherish it as such. That said, we make every reasonable effort to ensure that the items closely match the photos and descriptions on the website.
If you place an order for an item shown as a standard product on our website but change your mind within 5 days, you can cancel without charge. Please notify us – by telephone for preference – immediately (07802 549045) and confirm by email to firstname.lastname@example.org.
This 5-day period is when your item will be being prepared, as it is likely that it will be being made to order.
If you have ordered a bespoke item and then change your mind, again please notify us immediately by telephone. We will discuss with you how we might be able to alleviate any concerns, and if you still wish to cancel your order we will only charge a reasonable proportion of the agreed cost to cover materials specific to the project and time spent to date.
We will refund as appropriate within 48 hours of the cancellation being agreed.
How can we help?
If for any reason you are unhappy with the item when it arrives, firstly – sorry! We hope that we can rectify that. To help us do so quickly, let’s talk!
Please contact us as soon as possible, and certainly within 7 days of receiving it: you can either email or telephone through the details on the Contact Us page, or email to email@example.com. Please send photos if you can. We will listen to the issue and suggest solutions for you. Please also feedback your thoughts and suggestions to us through the life of the item.
Returns & Refunds
If we can’t find a solution that meets your needs we will happily refund your purchase price for the item in full. Please then arrange for the item to be returned to us in the condition in which it was received via www.parcelforce.com. When the item is received back at Foxwood, if we agree that your complaint is valid we will refund you the courier charge for both the delivery to you and recovery to us. If you have simply changed your mind, we’re afraid that we cannot refund the delivery charges.
If you experience a problem where the item arrives damaged in any way apparently during delivery, please firstly either refuse the delivery or mark the delivery note that there is damage when you sign. Then please immediately contact us and – if possible – send a photograph. We will take up the issue with the delivery company and discuss with you the best recompense for you of either a replacement or refund of the full item price including delivery.
Once again, we want you to be delighted with your Foxwood item, and with the service you receive. It’s what we count on to help us grow.