customer service policy
At Fathead & Fox, we want to help you turn your house into the ideal home for you and your family. How? By making timeless and unique furniture and designs easy to find. First and foremost, we are furniture and decoration enthusiasts and believe active communication is the cornerstone of any good relationship. It is our aim to ensure an excellent but straightforward buying experience for you, our customer, via an attractive webshop.
How can I place an order on Fathead & Fox?
Ordering on Fathead & Fox is a matter of just a few clicks. After selecting all the products you want, go to the Shopping Cart by clicking on the top right icon, review the items you’ve added and click on the “Proceed to Checkout” button. Do not worry: you will still be able to modify the selected products or change your mind before the end of the purchase process.
Some details are required to continue with the order, including the shipping address. At this stage, choose whether to save your data for future purchases or proceed without registering.
How can I modify or delete my order?
Once you’ve completed your order, you will not be able to change it. That is why we recommend that you review the items you are purchasing before proceeding with the payment.
If you wish to cancel your order or part of it, email our customer service at email@example.com.
Please note that orders cannot be cancelled if they have already been shipped: in this case, you must follow the return procedure.
The response time will be a maximum of 48 hours. We however aim at providing you, our customer, with an answer to your question within 24 hours.
Delivery is offered at an extra cost, via third party companies. The cost is entirely at the customer’s expense. You, our customer, will be informed about the shipping cost – either a fixed amount or a percentage of the purchase price – in your shopping cart.
We are currently looking at an option to have the items installed. More information will be added to this page as soon as available.
Fathead & Fox is committed to doing its part to protect the environment. As a furniture and decorations retailer, Fathead & Fox looks for brands that are committed to the responsible sourcing of forest products or to the reclaiming, recycling and re-using of materials.
The company’s long-term intention is to buy whenever possible from brands that adhere to independent standards for sustainable sourcing and use recycled/reclaimed materials. We recognise the Forest Stewardship Council (FSC) as an important tool to promote responsible forest management and have a preference for sourcing FSC certified wood furniture as it becomes available.
Fathead & Fox is committed to avoiding wood from unacceptable sources, including:
- Illegally harvested or traded timber;
- Timber harvested in violation of traditional or civil rights;
- Timber harvested from areas in which high conservation values are threatened by poor forest management
Fathead & Fox aims at taking great care in providing you, our customer, with information which is accurate and useful. However, due to human error and the automated and complicated nature of the internet, content may sometimes have errors. We will apologise for the potential error, set it straight and ask you, our customer, to contact our customer service by email to firstname.lastname@example.org to confirm information.
Fathead & Fox aims at giving you the best service, also when it comes to possible returns. We would like to ask you however, when buying a piece of furniture, to make sure that you have carefully measured that the pieces you buy, will fit into your premises. This not only includes the actual measurement of the piece and where it is going to be, but also whether it can fit through your front door, front window and/or front porch at the time of delivery.
Apart from the measurements, Fathead & Fox would like to stress the fact that, at the time of delivery, it is of utmost importance to check the delivered goods for any damages, faults or errors. If a delivered piece is damaged, it will make the returns claim easier for all parties. In case of damage, fault or an incorrect delivery, please inform our customer service by e-mail (email@example.com) as soon as possible. The return cost in this case will be taken upon by Fathead & Fox.
The company however does also understand that due to exigent circumstances, a return might be necessary. Please inform us within 48 hours of the delivery of the reason you want to return the piece and we will review if it is possible. If the return is accepted, the necessary arrangements can be made for the physical return of the piece in question. Please note that in this case we ask that they are returned in their original packaging and are in perfect condition.The costs incurred in returning the goods by a third party delivery service will be charged to you, the customer.
Fathead & Fox will not, under any condition, provide your personal information to any marketing companies or third parties (except to the delivery & installation service companies). Any of your account information including your addresses, phone numbers and purchases are kept in house and will be used solely for own marketing events, communication and billing purposes.