Shipping & Returns
SHIPPING & DELIVERY
Most orders arrive within 3-10 working days. Our printers typically dispatch within 1-4 working days, and the rest of the time is dependent on the carrier. If you need your order by a specific date, please contact us and we'll do our best to make it happen.
- All UK orders ship from the UK
- All EU orders ship from The Netherlands
- All US orders ship from the US
- Most Canadian orders ship from Canada
- All Australian orders ship from Australia
- Other International Orders ship from the closest lab from the list above.
PACKAGING
- Unframed prints are packed in postal tubes (some smaller sizes are packed flat). We have found that this is the safest way to get them to you in perfect condition.
Framed prints (UK Mainland only) are packed securely in specially designed boxes to ensure safe delivery.
- Most orders arrive in perfect condition. If your order is damaged in transit, please take a photo of the print and the packaging and send it to us, and we will arrange a replacement at no cost to you.
RETURNS POLICY
- We hope that you love your order as much as we loved making it for you! However, if you decide that you would like to return your order, you have 30 days to return an order after receiving it. Please contact us at hello@foxandvelvet.com to arrange the return.
- Unless arrangements are made with us, you are responsible for the costs of return shipping.
- Custom orders are not refundable.
REFUNDS
You will be refunded as soon as possible, and within 14 days of the refund approval. Please note however that the payment will be delayed until we have received the returned products. We recommend using a tracked and insured method of returned shipping. This will ensure that you are covered in the unlikely event that your order is damaged or lost in the mail. The refund will be paid with the same payment method that you paid with unless otherwise agreed.
LATE OR MISSING REFUNDS
If we have confirmed that the refund has been paid and you haven’t received the refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@foxandvelvet.com.
EU ORDERS RIGHT TO CANCEL
You may cancel your order by emailing us (hello@foxandvelvet.com) within 30 days from the day that you receive your order. You must send us a cancellation notification with your name, delivery address and order number, and a specification of which products you wish to cancel. You may use the provided cancellation form to do this. We will reply by email to confirm if you are eligible for a refund. If your order has already been dispatched, you must then return the cancelled products back to us before receiving the refund.
When an order is cancelled by you, we will refund the price that you have paid for the cancelled products, including any shipping costs for standard delivery to you (standard delivery is the cheapest available method of delivery, so you will not get a refund for extra costs if you have chosen to upgrade your delivery method). You are responsible for ensuring that the returned goods arrive back with us in their original condition. If the products have been damaged, either by yourself or in return transit, we reserve the right to deduct any loss of value from your refund.
Your right to cancel does not apply to customised products, as these will have been made to your specifications and cannot be re-sold. If we are creating a custom illustration for you and you wish to cancel your order, you may still be required to pay for any hours already worked on your project.