Cancellation, Returns & Refunds

At Fox & Rose we work hard to make sure buying luxury lingerie online is as simple as possible, we do our very best to display our products and aim to show them in their best light.  There is a fitting guide available here to help you select your perfect size.  That said we understand that from time to time your purchase may not be as you imagined and we want to make returns and exchanges as easy as possible.

Cancellation

You can cancel items or orders that have not yet entered the shipping process by emailing us at customer_services@foxandrose.com.  Items that have already entered the shipping process should be treated as a return, please see below for details on returning an item.

Returns Policy

We want you to be completely satisfied with anything you buy from us and if you are unhappy for any reason we'll offer an exchange or refund.  To be eleigible for refund or exchange all items must be returned to us in their original condition with the labels intact, the garment unworn and unwashed and in its original packaging. Please ensure any briefs, thongs or swimwear are tried on over your own underwear. We reserve the right to refuse returns on items where it is apparent this has not been done. We do not accept returns on hosiery when the pack has been opened.

Please note that we are unable to refund postage and packaging costs or any gift wrapping or boxes purchased.  These conditions do not affect your statutory rights.

Sale Items Returns Policy

Garments purchased from our Clearance category may not be refunded but may be exchanged at our sole discretion.

UK Customers

Returns must be received by us within 14 days of the date you received your order. 4 days must be allowed for postage so please ensure your item is posted within 10 days of receipt.

Please send your return to the address highlighted in the returns form and obtain a certificate of posting when returning your goods so that we can complete your request even in the event that a package is lost in transit.

Customers outside the UK

Returns must be received by us within 20 days of the date you received your order, allowing up to 10 days for postage. Please ensure your item is posted within 10 days of receipt.

Return postage is payable by you. Send your return by a traceable method and mark the package “Returned Goods” to avoid customs delays. Retain your shipping document in case the package should be lost.

How to request a return

To request a return, please email us at  customer_services@foxandrose.com.

 Our returns address is:

Fox & Rose Customer Returns
54 Charlton Road 
Shepton Mallet 
Somerset 
BA4 5PB

Faulty Items

All our garments are lovingly inspected before we carefully wrap them and send them to you. However if you believe your purchase to be faulty please contact us and we'll rectify the problem as quickly as possible.

Refunds

Refunds will be issued via the payment method used to make the original purchase.  Refunds will be issued within 48 hours of receipt of the item subject to the terms detailed above, funds may take up to 10 working days to arrive in the account.