Last updated: June 2026
If something has gone wrong, we’d much rather fix it than lose your trust. This page explains exactly how to raise a problem and what happens next.
How to raise a complaint
Email support@foxnfound.co.uk or use the contact form. To help us resolve things quickly, please include:
- your order number,
- a description of the problem,
- photographs, if the issue is visible (condition, damage in transit, item not as described).
What happens next
We acknowledge every complaint within 2 working days and aim to resolve it within 14 working days of acknowledgement. If the investigation needs longer — for example, while a parcel claim is processed by Royal Mail — we’ll keep you updated rather than leave you waiting in silence.
Possible outcomes
Depending on the issue, and in line with the Consumer Rights Act 2015, we may offer:
- a full refund on return of the item,
- a partial refund where you’d like to keep the piece,
- a replacement — rarely possible, as every piece is one of a kind, but we’ll suggest alternatives where we can.
An honest note about vintage
Preloved pieces have already lived long lives. Wear consistent with age — described in the listing and visible in photographs — is part of what vintage is, and isn’t a fault. At the same time, we test stones and materials before listing, and if we’ve genuinely missed something, we’ll put it right without quibbling. We cannot guarantee that vintage pieces are suited to continuous daily wear, so please use your judgement.
If you’re still unhappy
If you feel we haven’t resolved your complaint fairly, you can seek free, independent advice from Citizens Advice, who can also refer cases to your local Trading Standards office. Nothing in this procedure affects your statutory rights.
Record keeping
We keep records of complaints and their outcomes for six years, in line with the Limitation Act 1980 — and we read them, too: repeated themes shape how we improve.