Question 1

Do you offer free shipping to my country?

Accepted Answer

We currently only offer shipping within the United Kingdom.

Unfortunately, due to varying international shipping costs and regulations, we’re unable to extend this offer outside the UK at this time. We appreciate your understanding and are always exploring ways to improve our global shipping options.

Free shipping is available on orders over £25 for UK customers only.

Question 2

How long does shipping take? When will I receive my order?

Accepted Answer

Our goal is always to under-promise and over-deliver. Due to variations in production and processing times, we cannot provide exact shipping estimates beyond what is stated on our website at the time of your order.

🌍 Delivery times vary based on your location.  Check the table below for estimated delivery times:
 
Tracking numbers will be emailed to you after a brief processing period.

We typically process orders within 1-5 days. While we strive to ship on time, delays can occur in rare cases. If your order isn't received within 8 weeks, you’re eligible for a full refund 🌟

Question 3

My order has been dispatched, can I track it?

Accepted Answer

Depending on your location, you will be presented with one of the following shipping options:

Tracked Shipping
Tracked with Signature
Signed Delivery

⏰ Please allow up to 7 days for shipping activity to be updated.

Question 4

Can I return my items? Can I get a refund?

Accepted Answer

Supply of Physical Products

When you buy goods from a business, you have several legal rights as a consumer. These include the right to claim a refund, replacement, repair, and/or compensation if the goods are faulty or misdescribed, within 14 calendar days from the day after you receive the goods.

A consumer who has purchased goods via an online platform has the right to cancel and claim a refund without providing any reason or justification and without incurring any liability (unless the value of the goods has been diminished due to handling beyond what is necessary to assess their nature) within 14 calendar days of receiving them.

You cannot return or receive a refund for goods that have been personalised or custom-made to the consumer's specifications. The right to cancel does not apply to such products. This includes, but is not limited to, items like a mug or planner with a person’s name or initials on it, or a commissioned painting of the customer’s family or pets.

Supply of Digital Products

On our digital product pages, it is clearly stated that by downloading instant access digital products, you acknowledge that you have lost your right to cancel or receive a refund. This acknowledgement is also confirmed in the confirmation email we send as part of your download process.

If your download contains errors or is faulty and unusable, we’ll either provide a full refund or send you a corrected version, whichever you prefer, as long as you contact us within 14 calendar days of receiving the file.

What Are the Steps to Return an Item or Get a Refund?

If you receive faulty products, feel they have been misdescribed, or wish to return a product within 14 days of receiving it, please email our customer support team at:

foxcubdesignstudio@gmail.com

Here’s a step-by-step guide for returning items and requesting a refund:

1. Contact Us Within 14 Days
Email our customer support team within 14 calendar days from the day after you receive your order.

2. Provide Order Information
Include the email address linked to your order, an order number if available, and describe the issue. Attach photos if possible to help us understand the problem.

3. Wait for Our Response
We strive to respond within 3 days. You will receive further instructions on how to proceed with the return.

4. Return the Items
Once we've confirmed your return, you have an additional 14 days to send the goods back to us. Unless the item is faulty, you will be responsible for the return shipping costs, which must be tracked to ensure safe delivery.

(**Please return all original packaging and materials when sending back the item.)

5. Refund Issuance
After we receive the returned items, we will process your refund. We will reimburse you within 14 days of receiving the goods back. The refund will be issued using the same payment method you used originally.

Important Information

- If a refund is agreed upon, once all items are returned, we will refund the original amount paid for the items. However, unless the item is faulty, you will be responsible for the return costs.

- We reserve the right to deduct an amount from the refund (or charge the customer) if the value of the goods has been diminished due to handling beyond what is necessary to assess their nature, characteristics, and function, or if the entire product has not been returned in an unused condition.

- If the item is returned used or damaged beyond what is necessary to evaluate its condition, we may deduct up to the full amount from the refund to cover the loss in value.

- Please return all original packaging and materials when sending back the item.

Timeframe Clarification:
The 14-day return period starts from the day after you receive the products.

Clarity on Responsibility for Return Shipping Costs:
In cases of non-faulty items, the return must be tracked to ensure its safe delivery and customers will be responsible for return shipping costs.

Address for Returns:
We will provide details on how and where to return the items. We will be here to support you every step of the way.

Processing Refund Clarification:
Refunds will be processed within 14 days after receiving the returned goods. This timeframe complies with legal requirements.

Question 5

Can I change or cancel my order?

Accepted Answer

Absolutely! You can cancel or modify your order within 12 hours of confirmation. Please email us with your name and the email address associated with your order at:

foxcubdesignstudio@gmail.com

🕒 After 12 hours, your order will be processed, and changes or cancellations will no longer be possible.

Question 6

What methods of payment do you take?

Accepted Answer

We accept all major credit cards, as well as Apple Pay and Google Pay.

Question 7

How are shipping costs determined?

Accepted Answer

Our shipping and processing fees are calculated based on the order's weight, processing, handling, and packaging, as well as delivery to your location. 🙌

Shipping charges are determined by the current rates of the courier service we use and may vary depending on the items ordered and the delivery destination.

Question 8

Can I still qualify for free shipping if I use a promo code?

Accepted Answer

Unfortunately, if applying discounts during checkout reduces your subtotal below the qualifying threshold (£25 for UK orders only), you will no longer be eligible for free shipping.

Question 9

Do you offer expedited shipping?

Accepted Answer

Since all our products are handmade with love and made-to-order, unfortunately, we cannot provide overnight, express, or expedited shipping at this time.

👀 Keep an eye out though - once your order is ready, you'll receive a shipping confirmation email when your package is dispatched.

Question 10

Will I receive Order and Shipping Confirmation Emails?

Accepted Answer

- You will receive an order confirmation email when you make a purchase.

- You will receive a tracking number via email once your order has been shipped.

- If you don't see your confirmation emails in your inbox, be sure to check all your email accounts, as well as your Spam/Junk folder.

- If you think you may have entered your email address incorrectly during checkout, simply contact us, and we'd be happy to help!

Occasionally, we print shipping labels in advance of packing. This may trigger a shipping confirmation email with tracking information, but please note that the order will not be shipped until the package is processed and received by the postal carrier.

Question 11

Who Has the Rights to Custom-Made Commissioned Artwork?

Accepted Answer

If you request a custom digital download and provide the idea, please note that the final artwork and PDF file are still owned by the creator, Fox Cub Design Studio, who created the final design.

Unless explicitly stated otherwise in a written and signed agreement, the copyright for any commissioned work on this site remains with the original creator, trading as Fox Cub Design Studio.
As the copyright holder, the creator retains full and exclusive rights to the work, which include:

Economic Rights:
The right to reproduce, license, rent, lend, perform, display, adapt, and distribute the work.
The right to showcase the work on any and all platforms, including social media.

Moral Rights:
The right to be identified as the creator of the work.
The right to object to any derogatory treatment of the work.
The right to object to false attribution.

Ownership of copyright does not transfer to the customer unless a specific, signed contract states otherwise.

FAQ