Frequently Asked Questions

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General:

Where is Fox Under The Moon based?

In the UK.

 

Do you offer wholesale pricing?

Yes! Please send me an email at foxunderthemoon@yahoo.com for further information.

 

Are your products available to buy in stores?

Not at this time, the only way to buy Fox Under The Moon goodies is online, directly from my website. 

 

UK orders:

 

How long with my order take to arrive?

I aim to dispatch orders within 4 business days of your order being placed, and often much sooner. On occasion it may take up to a week for your order to be dispatched, as I am just one fox-lady running my business on my own! If free shipping is selected, I use Royal Mail’s 2ns class service, which aims to deliver within 2-4 days of me dropping them off at the delivery office. You can choose to upgrade your shipping to 1st class, or a signed for service at checkout.

 

My item hasn’t arrived / arrived damaged, what should I do?

Please be patient when waiting for your item. Once I dispatch your order, it’s journey is with the Royal Mail and out of my hands. Royal Mail aim to deliver UK items within 2-4 days, however sometimes this delivery aim cannot be met for various reasons. If you have not received your order within 2 weeks of getting the dispatch notification email, please get in touch with me at foxunderthemoon@yahoo.com. Please note, the Royal Mail does not consider an item lost until it is 4 weeks past the expected delivery date, and so I will not be able to issue refunds or replacement products until this date has passed.

 

If your item has arrived damaged, please get in touch with me as soon as possible.

 

I will not consider refunds or replacement orders for items that are more than 6 weeks past their expected delivery date, if you have not previously been in touch with me to notify me of a damaged or missing item.

 

Can you track my item?

Generally I don’t use tracked services for my items, as this is not cost effective for me, however, on higher value orders I will often use a signed for service, or a service with a notification of delivery. If you wish to have your items sent via a tracked service, please get in touch prior to ordering, and I can work out a quote for you. Shipping upgrades are also available at checkout.

 

Can I have one order split and sent to two addresses?

Unfortunately not. As a small business, my margins are tight, and so I can’t afford to post orders to multiple addresses. This includes the two for £25 book deal, which is only available when posted to one single address. If you wish to send items to more than one address, please complete two transactions, and put the correct address on each one.

International orders:

 

Do you ship internationally?

Yes! I ship to most places in the world, including the USA, Australia and Canada, using Royal Mail’s international tracked services. For many countries, you can also choose to add a signature to your delivery. Regretfully I am unable to ship to EU countries at this time due to the high volume of customs issues I have been experiencing.

 

How long will international shipping take?

I aim to dispatch orders within 4 days of the order being placed. The Royal Mail tracked services aim to deliver international items within 7-14 days. On occasion it may take longer, if unexpected delays are experienced, for example at customs. Please see your shipping notification email for your tracking number, or alternatively, get in touch and I will share the information with you. Royal mail tracking numbers can be used here: https://www.royalmail.com/track-your-item

 

Can you convert the order total to my home currency?

I am not able to convert the order or shipping amount for you into $ or other currencies. This is because the exchange rate changes all the time, and so I am not able to give you an accurate figure. To get a rough estimate for yourself, add the items you wish to order to your cart and proceed to checkout to get the final total + shipping. Before you pay, you can take this £GBP figure and convert it into your home currency using an online converter. You can do this simply by typing ‘currency converter’ into Google and following the instructions.

Remember, this will only be an estimated figure as some banks add processing fees at the point of purchase, and each bank’s own exact exchange rate may vary.

 

How much will international shipping cost?

Global shipping is calculated at checkout based on the weights and sizes of the items in your cart. You can view this amount as you proceed to checkout, before you enter payment details.

 

My bank statement shows two charges, have you charged me twice?

I will only ever take one payment for each order you make. If you see two transactions on your statement, this is usually because your bank is still processing the payment as it is an international transaction. If two amounts are still listed on your statement after a week, please contact your bank to check it is not a duplicate transaction, and check with me whether the double payment shows up my end. Don’t worry – we can always sort these things out!

 

My statement shows a higher figure than the order – have you over charged me?

Absolutely not! I only ever charge your account with the amount on the order total, which you see on screen before entering your payment details. If you think you have been over charged, the most common reason is that you may be confusing currencies. Remember, the amount for £GBP on my website will be different to the amount in your home currency (e.g. $USD) so the figure will show as a different one on your bank statement, although the amount converts to the same.

 
 
 
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