Refund policy
Last updated : 1 November 2025
We want you to love every toy you buy from Fox & Fable Toysellers. If something isn’t right, we’ll put it right in line with UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1. Summary at a glance
| Scenario | What we do | Cost to you |
|---|---|---|
| Item arrived damaged, faulty or “not as described” | Replace or refund (your choice) | £0 – we cover return shipping* |
| Change of mind / ordered the wrong item | Refund on return of item(s) in resalable condition within 7 days | You pay return postage; original shipping non-refundable |
| Late, lost or missing parcel | Investigate with courier; resend or refund if unresolved after 10 working days (UK) / 20 working days (international) | £0 |
* International customers pay return shipping; we refund it when the fault is ours (see §2.1).
2. Your right to return
2.1 Goods that are damaged, defective or not as described
Please email support@foxandfabletoysellers.com within 30 days of delivery (include photos if possible). We will:
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Offer a free prepaid return label (UK) or reimburse reasonable return costs (international).
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Send a replacement the next working day or issue a full refund to your original payment method within 2 working days of receiving your return (14 days max required by law).
2.2 Change-of-mind (“cooling-off”) returns
UK distance-selling law lets you cancel within 14 days of delivery, but we extend this to 30 days. To qualify, items must be:
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Unused and in the same condition you received them.
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In the original shrink-wrap or packaging where applicable.
Post the parcel to the address in §5 using a tracked service. Keep your proof of postage. We refund the toy price when it arrives; original delivery fees are non-refundable unless you cancelled before dispatch.
2.3 Exclusions
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Digital downloads and e-gift cards once delivered.
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Goods personalised or made to order.
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Items returned more than 30 days after delivery (unless faulty).
2.4 Price Match Guarantee Refunds
Our Price Match Guarantee may result in a partial refund if you find an identical item cheaper elsewhere after your purchase. This is not a product return. For full eligibility criteria and instructions on how to make a claim, please refer to the "Price Match Guarantee" section in our main Terms of Service.
3. Refund processing times
| Payment method | Refund speed once processed |
|---|---|
| Credit / Debit card | 3-5 working days |
| PayPal | Same day – 48 hrs |
| Klarna / Clearpay | Adjusted balance visible in 24-72 hrs |
| Gift card | Credited instantly to original code |
We always refund to the original payment method.
4. Lost / missing parcels
Check safe places and neighbours first. If still missing after:
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10 working days (UK)
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20 working days (international)
email support@foxandfabletoysellers.com. We will open a claim and, if the courier confirms loss, resend the order or refund you in full.
5. How to return an item
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Email support@foxandfabletoysellers.com with: order number, reason for return, photos if damaged.
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We’ll reply within one working day with a prepaid label or next steps.
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Pack the item securely; enclose a note of your order number.
- Head to your nearest delivery office and follow the instructions in our email.
6. Need help?
Email: support@foxandfabletoysellers.com
Policy updates
We may revise this policy to reflect changes in law or courier pricing. The version published here at the time you initiate a return will apply.
Thank you for shopping with Fox & Fable – great toys, even better service.
