Mabel & Fox Returns Policy

Return Window Full-price items : Return within 28 days of delivery for a refund. Sale items : Return within 14 days of delivery for a refund. Return Conditions Items must be unused , in resaleable condition, and in their original packaging . We reserve the right to refuse refunds if items appear used or damaged. Please don’t attach return labels directly to the item - a refund will not be issued if the packaging is damaged upon return. For hygiene reasons, the following can only be returned unopened, unused, and with seals intact . Otherwise, they qualify for credit note or exchange only: Changing Mats Fitted Sheets Changing Mat Covers Cot Sheets Moses Basket Sheets Mattress Protectors Note : Opened Mabel & Fox changing mats cannot be refunded due to hygiene safety. Dimensions are listed on each product page, and packaging is clear so you can view prints before opening. Please include your packing slip or a note with your order number, name and return details. Failure to do this may result in a delay in your return being processed if we are unable to identify your order upon return. Refunds Refunds are issued to your original payment method (excluding postage). We aim to process returns within 7 days of receiving them. Please allow 10 working days for the refund to appear. We are not responsible for any interest charges during this period. Returns After 28 Days After 28 days, items may be eligible for exchange or credit note (up to 10 weeks from delivery). All exchanges will be issued to the value of the item when it was purchased . Items being received in exchange will be sold at the current value at the time of exchange. Please be aware that we do have to charge standard shipping on all exchanges. If you would like to arrange an exchange or credit note for your return, please contact us directly at info@mabelandfox.com and we will be able to assist you further. Return Shipping As a small business, we are afraid that we cannot absorb the additional cost of returns shipping so the cost of the return is down to the customer. Items Not Eligible for Return Sample Sale, Personalised, Made to Order & Custom items are not eligible for return, exchange or credit note unless faulty. Direct Dispatch Items Individual return policies are in effect for Direct Dispatch items, as they are shipped directly from and returned to each brand. Please see the Direct Dispatch Return Policies section below.

Contact our customer care team on info@mabelandfox.com within 48 hours of receiving your order. If you think your order has been damaged during transit, please ensure that you keep the original packaging box and send a photograph of both the packaging and the damaged item to support in the claim process. If an item has been missed during the picking and packing process, or if you have been sent an incorrect item, please ensure that you take a picture of the item along with the packing slip so we can assist you. We will always rectify any mistakes on our behalf as quickly as possible. Please note that damaged items as a result of wear and tear, are not considered to be faulty. An item that has been clearly used and which has been subject to wear and tear will not be refunded. If you are in any doubt of this, please contact us on info@mabelandfox.com for further support. Please note that we will ask for photographic/video evidence of any faults, so we can ascertain the problem and offer advice. If this cannot be provided, we are unable to help you further.

Which products are not eligible for Return or Exchange?

Sample sale items are clearly described on their listings and any faults or points to note are mentioned. These items are often heavily reduced to account for this and therefore all sample sale products are not eligible for return. Seconds items that are sold as seconds/faulty are not eligible for return. These items are described clearly; descriptions should be read carefully before purchasing. Personalised, Made to Order and Custom Products are not eligible for return. Please ensure that all products, sizes, colours/prints and spellings are correct before proceeding to the check out.

RETURNS

Please read our Returns Policy below in full before making a purchase with Mabel & Fox.

We will always try to support our customers as much as possible, but we must have processes in place to protect our current and future customers along with Mabel & Fox too. Thank you for shopping with us.

RETURNS POLICY

Before requesting a return, please read through these important factors:

Return Window

Full-price items: Return within 28 days of delivery for a refund.
Sale items: Return within 14 days of delivery for a refund.

Return Conditions

Items must be unused, in resaleable condition, and in their original packaging.
We reserve the right to refuse refunds if items appear used or damaged.
Please don’t attach return labels directly to the item - a refund will not be issued if the packaging is damaged upon return.

For hygiene reasons, the following can only be returned unopened, unused, and with seals intact. Otherwise, they qualify for credit note or exchange only:

Changing Mats
Fitted Sheets
Changing Mat Covers
Cot Sheets
Moses Basket Sheets
Mattress Protectors

Note: Opened Mabel & Fox changing mats cannot be refunded due to hygiene safety. Dimensions are listed on each product page, and packaging is clear so you can view prints before opening.

Please include your packing slip or a note with your order number, name and return details. Failure to do this may result in a delay in your return being processed if we are unable to identify your order upon return.

Refunds

Refunds are issued to your original payment method (excluding postage).
We aim to process returns within 7 days of receiving them. Please allow 10 working days for the refund to appear.
We are not responsible for any interest charges during this period.

Returns After 28 Days

After 28 days, items may be eligible for exchange or credit note (up to 10 weeks from delivery).
All exchanges will be issued to the value of the item when it was purchased. Items being received in exchange will be sold at the current value at the time of exchange.
Please be aware that we do have to charge standard shipping on all exchanges.

If you would like to arrange an exchange or credit note for your return, please contact us directly at info@mabelandfox.com and we will be able to assist you further.

Return Shipping

As a small business, we are afraid that we cannot absorb the additional cost of returns shipping so the cost of the return is down to the customer.

Items Not Eligible for Return

Sample Sale, Personalised, Made to Order & Custom items are not eligible for return, exchange or credit note unless faulty.

Direct Dispatch Items

Individual return policies are in effect for Direct Dispatch items, as they are shipped directly from and returned to each brand. Please see the Direct Dispatch Return Policies section below.

WANT TO RETURN SOMETHING?

We really hope you love your products, but of course we understand that at times you may wish to return an item. In the event you want to request a refund or exchange (and you have read the terms above) please follow the process below:

1. Log in to your customer account.
- In the Email field, enter the email address used to place your order, and then click Continue.
- You will receive an email sent from our store with a six-digit verification code included in the email.
- Return to our online store, and then enter a six-digit verification code.

2. Once logged in, click the order that you want to submit the return for.

3. If your order has more than one item, then select the item(s) that you wish to return.

4. Select a return reason and add a note with any additional information you would like us to know. For example, you may wish to tell us about an item you would like to exchange for.

5. Click request return.

If your return request is approved, you will receive an email with shipping instructions on how to get your parcel back to us. Please note that all postage costs for returning items are to be covered by the customer. We always suggest using a tracked and insured service as we cannot accept responsibility for items that are lost in transit.

We recommend using https://www.parcel2go.com/ to search for the best prices.

We aim to complete all returns within 7 working days of receiving them. Please allow up to an extra 5 working days for the funds to return to your bank account.

FAULTY, MISSING OR DAMAGED PRODUCTS?

Please always inspect your order and products immediately upon receipt. Should there been an issue with your order please ensure you follow the process below:

Contact our customer care team on info@mabelandfox.com within 48 hours of receiving your order.
If you think your order has been damaged during transit, please ensure that you keep the original packaging box and send a photograph of both the packaging and the damaged item to support in the claim process.
If an item has been missed during the picking and packing process, or if you have been sent an incorrect item, please ensure that you take a picture of the item along with the packing slip so we can assist you. We will always rectify any mistakes on our behalf as quickly as possible.
Please note that damaged items as a result of wear and tear, are not considered to be faulty. An item that has been clearly used and which has been subject to wear and tear will not be refunded. If you are in any doubt of this, please contact us on info@mabelandfox.com for further support.
Please note that we will ask for photographic/video evidence of any faults, so we can ascertain the problem and offer advice. If this cannot be provided, we are unable to help you further.

DIRECT DISPATCH RETURN POLICIES

We offer a selection of products as direct dispatch or 'drop ship' from certain brands to enable us to offer you a broader range of products and prices. The brands currently working on a direct dispatch basis are listed below. As each company has their own shipping and return policies, we have gathered information here for you to review prior to ordering:

Obaby Returns Policy

If you are not completely satisfied with the items purchased they can be returned within 14 days of delivery. Please email Mabel & Fox at returns@mabelandfox.com in the event that you wish to return your product(s). To qualify for a refund, the goods must be returned in an unused condition, in the original packaging and complete with all original parts and accessories.

Obaby will use nominated couriers and will organise the collection. Items being returned due to a change of mind will be subject to a collection charge. This will be typically charged at £10 per parcel depending on the weight and dimensions of the item(s).

Faulty or Damaged Products

If your order arrives damaged we are able to offer an exchange or refund. Please email Mabel & Fox at returns@mabelandfox.com within 30 days of delivery.

Snuz Returns Policy

If you are not completely satisfied with the items purchased they can be returned within 30 days of delivery. Please email Mabel & Fox at returns@mabelandfox.com in the event that you wish to return your product(s). To qualify for a refund, the goods must be returned in new and unused condition and within the original packaging, unless faulty. Please ensure that all mattresses are not unrolled unless you are keeping the mattress, otherwise we will be unable to process a full refund.

Faulty or Damaged Products

If your order arrives damaged we are able to offer an exchange or refund. Please email Mabel & Fox at returns@mabelandfox.com within 30 days of delivery.

Banwood Returns Policy

If you wish to return all or part of your order you must email Mabel & Fox at returns@mabelandfox.com within 14 days of delivery. The item(s) must be unused, packaged in the same box and in perfect packaged condition. A collection will be booked with you in advance, and once received back at the warehouse and inspected, the refund will be issued for the order amount minus the return costs, which is typically around £15.

Faulty or Damaged Products

If your order arrives and is faulty or damaged, please notify Mabel & Fox on email at returns@mabelandfox.com within 14 days of delivery. Banwood may offer an exchange or replacement part as appropriate.

Scoot & Ride Returns Policy

If you wish to return all or part of your order you must notify Mabel & Fox by emailing returns@mabelandfox.com within 14 days of delivery. The item(s) must be unused, packaged in the same box and in perfect packaged condition. If the item is simply not suitable Mabel & Fox can arrange a collection, the cost of which will be deducted from your refund. The charge for returning a Scoot & Ride product is dependent on size and weight.

Faulty or Damaged Products

If an item is faulty or is damaged on delivery please notify us by emailing returns@mabelandfox.com within 14 days of delivery. Scoot & Ride may be able to arrange a new part to be sent out to you.

Hauck Returns Policy

All Hauck products are sent directly from the manufacturer and so will take up to 7 days to dispatch. Unfortunately we can't accept cancellations or returns on these orders once payment has been received. To qualify for a refund, the goods must be in an unused condition, in the original packaging and complete with all original parts and accessories.

Faulty or Damaged Products

If your order arrives damaged please email Mabel & Fox at returns@mabelandfox.com within 14 days of delivery.

If you have any questions that you'd like further help with, please feel free to email us at info@mabelandfox.com.

Minibeau Returns Policy

All Minibeau wallpaper is printed to order, and sent directly from the manufacturer and so will take 3-6 weeks to dispatch. Unfortunately we can't accept cancellations or returns on these orders once payment has been received.

Faulty or Damaged Products

If your order arrives damaged please email Mabel & Fox at returns@mabelandfox.com within 7 days of delivery.

If you have any questions that you'd like further help with, please feel free to email us at info@mabelandfox.com

If you are not completely satisfied with the item purchased it can be returned within 28 days of delivery. Please email Mabel & Fox at returns@mabelandfox.com in the event that you wish to return your product. The item(s) must be unused, packaged in the same box and in perfect packaged condition. A collection will be booked with you in advance, and once received back at the warehouse and inspected, the refund will be issued for the order amount minus the return costs, which is typically around £10.

Faulty or Damaged Products

If your order arrives damaged we are able to offer an exchange or refund. Please email Mabel & Fox at returns@mabelandfox.com within 28 days of delivery

FREQUENTLY ASKED QUESTIONS

You'll find answers to our most popular FAQ's below, but if there is anything more you'd like to ask you can email us at info@mabelandfox.com

Sample sale items are clearly described on their listings and any faults or points to note are mentioned. These items are often heavily reduced to account for this and therefore all sample sale products are not eligible for return.
Seconds items that are sold as seconds/faulty are not eligible for return. These items are described clearly; descriptions should be read carefully before purchasing.
Personalised, Made to Order and Custom Products are not eligible for return. Please ensure that all products, sizes, colours/prints and spellings are correct before proceeding to the check out.

Please view our Returns Policy and How to Request a Return above.

Yes you can, please clearly state this on your Returns Request email and also on the packing slip or a note inside the parcel when returning your order. Once this has been processed, we will issue you a credit note (minus the original shipping cost) so you can purchase the item you would like in exchange. If you would like us to raise the exchange for you this can be arranged, and you will be emailed a payment link for any additional product or shipping costs.

Your refund will be returned to the original method of payment. This will exclude original shipping costs (except for faulty items if applicable). Please allow 5 working days for the refund to reach your bank account.

Unfortunately, at this time we cannot offer free returns. Customers are responsible for the return postage costs.

No, our credit notes do not expire.

Mistakes can happen and we always try to rectify these as quickly and as easily as possible for our customers. If we are at fault, we will offer you a collection or a pre-paid label for returning any incorrect items. Collections are booked with DHL and our Pre Paid Labels are booked with EVRI.

Please note: If a collection is arranged and agreed by the customer and the customer is not at the premises when the courier arrives, you will be charged the collection price (this will be taken off any refund amount or invoiced accordingly).

We often spot customer errors whilst processing orders and contact them to confirm details, such as delivery address. However, the customer is responsible for checking the information they input in at checkout – ensuring that everything is correct.

If an order is returned to us by being rejected at the point of delivery (this happens when incorrect or insufficient address details are entered at checkout), then the customer is responsible for paying any reshipping costs. If Mabel & Fox are at fault, we will resend these out free of charge.

If you want to cancel your order, please contact us via info@mabelandfox.com

Please include: URGENT CANCEL ORDER (#order number) in the subject line, and confirm your details/the cancellation request in the email body. Providing we receive this before dispatch and collection from our couriers, we can cancel this for you. Please note, if we do not receive this in time and your order is dispatched/we have already paid for your postage label, any cancellation will be refunded minus shipping costs.

If you want to change your delivery address, please contact us as soon as possible via info@mabelandfox.com

Please include: URGENT ADDRESS CHANGE (#order number) in the subject line, and confirm your details along with the changes to address in the email body. Providing we receive this before dispatch and collection from our couriers, we can amend this for you.

Please be aware: We are unable to redirect orders once items have been dispatched. It is the customer’s responsibility to ensure the delivery address it correct before making payment. Mabel and Fox cannot take responsibility for a parcel going missing or being returned to sender (our warehouse) due to incorrect details being entered during check out.