Because, the small print matters.
Terms and Conditions
Please always contact us in the first instance with any queries here. We strive to resolve any issues to the satisfaction of all parties.
These terms constitute the Contract made between us “Fox and Furb Ltd” and you “the purchaser/customer”
1. Shop Product(s) Details
1.1 We will make every effort to ensure that all descriptions, prices, colours and sizes are correct. Due to our products being handmade, please accept a small allowance for sizing and appearance due to varying fabric thicknesses, handmade metal and upholstery works and note online images may vary slightly to the finished delivered product. We recommend you read the full product descriptions, including any care information and order fabric samples prior to placing an order with us as each item is made bespoke and will be non returnable outside of the "14 day cooling off period".
1.1a If sets are ordered together of the same item, we endeavour to create them as uniform as possible however the upholstery and metalwork is 100% handmade, not factory manufactured and by purchasing items with us, you agree to accept there may be slight variations in each product in the set due to the bespoke nature of our products.
1.2 Slight variations in both the fabric colour and texture may occur, the fabrics may vary slightly from the photographs we provide online to offer an example of the finished , to in person. We therefor strongly recommend that customers take advantage of our sample service before committing to their purchase as we are unable to offer returns for wrong fabric choice due to each item being bespoke made to order for each customer.
1.3 Products may slightly vary from samples received. Whilst every effort will be made by us to ensure that dye colours match the sample shown to you, perfect matching cannot be guaranteed by our suppliers. If a sample varies more than what is considered a reasonable amount we will contact you in writing before commencing any work on your order and provide a new sample to confirm your happy with the variation before continuing with any order.
1.4 If providing your own fabric for a bespoke product, this must comply with the 1988 Fire safety legislation for domestic upholstery. We may require a fire certificate/receipt from your fabric supplier to let us know the fabric is fire retardant and suitable for domestic upholstery use or we can provide you a quote for arranging fire retardant treatment for you if required. It is the responsibility of the consumer, (you), to check with your supplier if a fire treatment is required for domestic upholstery use.
1.5 We reserve the right to decline a fabric if we don’t feel it is suitable or a certificate cannot be obtained. In this event, we will strive to find similar suggestions and can arrange fabric samples for you.
1.6 All our products are designed to meet the Furniture and Furnishings (Fire Safety) 1988 legislation meeting the safety provisions requirement for general domestic upholstery. Details of our suppliers can be provided upon request, including any fire safe certificates, should they be required. They will come with a fire label/swing tag that must be attached to your furniture to meet regulations and if you wish to resell in the future.
1.7 We reserve the right to update our product and refurbishment terms at any time as the business grows with new products and services in order to provide accurate up to date information for our consumers.
1.8 Any bespoke version of our online shop products will be estimated in writing, and are subject to price increases subject to bespoke fabric choice/alternatimaterials, this must be accepted and paid in full prior to the order being accepted. If we have not had a confirmation email from you within 7 days of our quotation email to you, we will cancel the order request and no charge will be made. A new quote would need to be requested if you would like to place the order outside of the 7 day confirmation email and the price may vary dependant on stocks and suppliers costings.
1.9 Once an order has been placed, if you request any changes outside of the 14 day cooling off period, this must be made in writing. The cost of any alterations or administrative costs will be charged to the customer and notified in writing. Fox & Furb can not be held responsible for any resulting delivery delays due to requested changes but we will ensure to keep you updated of any updated timescales in writing.
2. Refurbished Furniture Service Details/Bespoke services
2.1 We will make every effort to ensure that all descriptions of our refurbishment, bespoke design services and products used are correct at the time of undertaking any reupholstering or bespoke services and supply fabric samples should they be required, prior to commencing work.
2.2 You will be responsible for safe delivery of your item to us for refurbishment (unless alternative arrangements are agreed with us in writing. We do offer a local collection and delivery service if your unable to do so, but will charge a small fee). Please ensure your item is fully insured if you are using a third party carrier, we will not accept any liability should an item arrive to us damaged.
2.3 We will ensure our processes and materials meet the Furniture and Furnishings (Fire safety) 1988 legislation meeting the legal requirements for general domestic upholstery.
2.4 If providing your own fabric for a bespoke piece, this must comply with the 1988 Fire safety legislation for domestic upholstery. We will require a fire certificate/receipt from your fabric supplier to let us know the fabric is fire retardant and suitable for use or we can provide you a quote for arranging fire retardant treatment for you. It is the responsibility of the consumer, (you), to check with your supplier if a fire treatment is required for domestic upholstery use. If your fabric contains at least 70% natural fibres, we can use a fire retardant interline and will let you know this is an option rather then chemical treatment when providing your estimate to you.
2.5 We reserve the right to decline a bespoke fabric supplied by you if we don’t feel it is suitable or a fire certificate cannot be obtained. In this event, we will strive to find similar suggestions and can arrange samples for you.
2.6 We will provide a labour estimate for our refurbishing service following your enquiry with us. If you wish to use our design services to help choose your top fabric a £25 fee (per half hourly session) this will be charged on top of this labour estimate to cover our time prior to the meeting taking place. If you cancel before any refurbishing services have commenced, this £25 design service fee would be non-refundable to cover design time and administration fees.
– Following your confirmation of top fabric for use, we will provide you with a final estimate including any extra sundry material costs and final top fabric cost.
2.7 All customers must pay a 25% deposit, plus full materials cost, prior to collection/drop off of furniture for our refurbishing service and the balance will be due 2 days prior to collection/delivery, in full with any price amendments clearly outlined in the final invoice. To avoid any delays to delivery, this will all be confirmed in writing once the works have been completed and we request that prompt payment is made so this does not hold up delivery/collection. If the customer chooses to cancel the refurbishments due to any additional unexpected, uncovered costs, they will still be liable for payment of the service time spent, and if this is less then the original 25% deposit, the difference will be refunded.
2.8 If we cannot accept your order for any reason, we will inform you of this in writing and will not charge you any costs if no work has been undertaken.
2.9 If you wish to make a cancellation to your order please contact us as soon as possible. This we be agreed in writing by both parties. If we have commenced work on your furniture or placed an order for materials, you will be liable to pay any additional costs which arise above the 25% non-refundable deposit already paid on acceptance of your estimate.
2.10 Please contact us in writing to make any changes to your order. We will let you know if the change is possible and any impact on the price payable or anticipated delivery dates. We are not obliged to make any changes to your order due to the bespoke nature of refurbishing furniture but we will endeavour to do our best to resolve any issues to the satisfaction of both parties.
2.11 We may need to make a change to a product we are refurbishing to (a) reflect changes in relevant laws and regulatory requirements; and (b) to implement minor technical adjustments and improvements, for example improvements in manufacturing processes. These changes will not materially affect the quality, appearance or use of the finished product but can affect the final completion and delivery time of any work(s) undertaken and we will confirm these in writing.
2.12 We are not responsible for delays outside our control. If their is a delay for any reason, then we will contact you as soon as possible to let you know. We will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for compensation in recognition of the delays caused by the event.
2.13 If any item is not collected within 14 days of the final payment request, we will charge a storage charge of £25 per day until the date it is collected.
3. Measurements
3.1 We will use every effort to ensure that all descriptions, prices, colours and sizes are correct. Due to our products being handmade, please note all sizes given are approximate and may vary slightly.
3.2 If you require a specific size for your item(s), please make sure to specify that the measurement needs to be exact and provide correct measurements for your space. This would fall under our bespoke made to order category on the shop, and will be priced as such. We can’t take responsibility for any item which doesn’t fit or is too small if the measurement provided by you for a bespoke piece is incorrect at the time of sale.
4. Payment & Prices
4.1a We send a confirmation email with the details of your order on receipt of payment when ordering directly through our shop.
4.1b. We will send an estimate, invoice and receipt to your specified email address for bespoke services and refurbishment works.
4.2 Payment will be taken in full at the time of the order, unless a deposit or payment plan has been agreed. You must pay by credit or debit card at the time of order. You undertake that all details you provide to us for the purpose of purchasing products will be correct; that the credit charge or debit card which you use is your own and that there are sufficient funds to cover the cost of any products.
4.3 The price of any product in our online shop is the price at the date and time of your order as outlined on our website.We reserve the right to adjust our pricing at any time to reflect sale prices, our company growth, implement new designs, change materials or make service improvements.
4.4 On bespoke shop orders, (shop products designed using our bespoke option online) we will contact you with a bespoke product price via email. You must confirm and pay the invoice in full before we accept the order (unless a deposit or payment plan has been agreed in writing by us) or you can cancel the order for no charge. If we do not receive a confirmation email from you after 7 days of sending a quote we will treat the order as cancelled, not charge you, and notify you of this.
4.5 Transactions will be handled securely for you by Stripe on our website, bank transfer details will be given for bespoke orders and refurbishments and iZettle for in person events. We reserve the right to change these methods at any time.
4.6 You can choose to pay using Klarna. Klarna will provide you with their specific payment terms for their pay in 30 days and 3 interest-free payment options as displayed for you the consumer, if you select them as a payment option on our checkout page. For further information or questions regarding your payment options with Klarna please visit Klarna’s website or contact Klarna’s customer service.
4.7 We reserve the right to cancel any order placed by you at any time due to stock supplies but will endeavour to find a suitable alternative if requested. Should this occur we will confirm this in writing and offer you either a full refund or agreed alternative for the same cost.
5. Customer Complaints and contract information
5.1 In the case of a dispute, we will aim to resolve the problem immediately. In the event of a dispute or problem with your goods, you should contact us as soon as possible so we can resolve any issues to the satisfaction of both parties.
5.2 When we quote for a bespoke product or refurbishment service, you agree to enter a contract with us in writing. We may end the contract for a purchase or service at any time by writing to you if:
(a) you do not make any payment to us when it is due;
(b) you do not provide us with information that is necessary for us to provide the product(s) or service(s) within 14 days of written confirmation of a purchase or service;
(c) you do not adhere to the terms of the contract agreed or you fail to make payment for any unforeseen additional costs that arise, or changes requested by you, the consumer.
(d) you do not, within 14d ays allow us to deliver the finished product.
5.3 You must compensate us if you break the contract. we may deduct or charge you reasonable compensation for the net costs we will incur as a result of you breaking the contract. If we have already commenced manufacture of your product(s) or started any services, this may be the full price of the product paid, which we will confirm in writing. If we have not commenced any services, we will refund any monies you have paid in advance for products we have not yet started working on.
6. Data Protection
6.1 Fox & Furb will process your data in accordance with the Data Protection Act 1998. Please read our privacy policy for more information.
7. Applicable Law
7.1 This Agreement shall be governed by and construed in accordance with the laws of England and Wales.
8. Liability
8.1 In any claim against us, our maximum liability, in any event, will be limited to the original value of the goods supplied by us that are in dispute.
9. Care & Claim Procedure
9.1 We cannot be held responsible for changes in the fabric due to environmental factors, accidental spillages, stains or negligence once delivery has been made. We recommend customers read our product care guides online, consult the fabric supplier information which will be provided with your order for full care information and read our online fabric descriptions clearly before making a purchase. It is the customers responsibility to follow the care recommendations direct from the fabric suppliers provided to ensure the longevity of their product, and we will not take any responsibility if care advice is not followed correctly..
9.2 Upholstered furniture will lighten over time if it’s exposed to direct sunlight, so be careful where you place your furniture pieces. To keep seat cushions looking their best and to help them wear evenly, be sure to regularly turn them. Give foam, feather or fibre-filled cushions a shake as often as possible to help them keep their shape.
9.3 Make sure any feet on your furniture are tightly fastened. Try not to drag them to avoid damage, and take care when folding the legs on our ‘Foldstools’ to avoid personal injury, damage to the product or your furnishings and flooring.
9.4 We recommend you use an upholstery brush to keep your fabrics looking their best and avoid unwanted marks. Any damage cause by brushes that are not supplied by us will not be covered as we cannot guarantee the quality or supplier.
9.5 Any stain removers or similar products, unless specifically recommended by us that cause damage to the product will not be covered within the returns window.
9.6 We endeavour to always send out quality products, however mistakes can occasionally happen. Should you receive a faulty or damaged item(s) you should notify us within 7 days. Provide a detailed description in writing, with photographs and/or videos of any area(s) that are damaged/defective within 7 days of receiving the item(s). Provided evidence is received within the time frame, we will assess the fault and arrange to repair or replace the item(s) as soon as reasonably possible.
9.7 We will not accept returns where you, the consumer has attempted to carry out a repair yourself or by using a third party company. We will not accept returns which have been caused due to personal negligence or environmental factors behind our control once the product has been accepted following delivery. We encourage you to contact us directly so we can deal with any fault or damage queries to reach a satisfactory outcome for both parties. Please refer to our returns policy page for further details on refunds and returns.
We strive to provide a high quality of personal service support to our customers and endeavour to provide accurate information to the best of our ability as outlined by consumer law. Please refer to the Consumer rights Act (2015) should you require any further details about your statutory rights outside of this informative agreement.
Thank you for visiting our website, as a local family business we strive to provide an exceptional service and we actually do a little happy dance when someone makes an order. If their are any issues, questions or suggestions please do get in touch with us directly in the first instance. 🙂