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Frequently Asked Questions

Returns

  • My order is incomplete or items are damaged, what should I do?

    In the unlikely event that you receive an item that is broken, faulty, deficient of items shown on the delivery note, or fails to match the items you ordered, we will be pleased to replace this item free of charge. Please contact us within 3 days of receipt if this is the case as all returns must be agreed in advance. Please call us during office hours, Monday to Friday 9am-6pm GMT on +44 (0)1823 703907 or email us at enquiries@themerchantfox.co.uk. If we require the item to be returned to us we will refund the cost of postage. Unless we receive notification within 3 days, you will be deemed to have accepted the items as satisfactory.

    Please click here for full details of our returns policy

  • What if I need a refund?

    In the unlikely event that you are not entirely satisfied with your purchase we would be happy to offer a refund within 14 days of receipt. All returns must be agreed in advance. To discuss, please call us during office hours Monday to Friday 9am-6pm GMT on +44 (0)1823 703907 or email us at enquiries@themerchantfox.co.uk. We regret that the delivery costs incurred in returning any items to The Merchant Fox will not be refunded, except in the case of faulty or damaged goods.

    Please click here for full details of our returns policy

  • What if I need to have an item repaired?

    We work with a small number of manufacturers in Britain and the majority of our items come with a standard manufacturers' guarantee, although this will vary depending upon the manufacturer. Please telephone us in the first instance so that we can advise you further.

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