Returns & Exchange Policy

THE FOX COLLECTION — RETURNS & EXCHANGES POLICY

At The Fox Collection, we genuinely want your crafting experience to be enjoyable from the moment you purchase your kit to the moment you place the final stitch, diamond or brushstroke. We take great care in sourcing a wide range of beautiful craft products from trusted, specialist manufacturers and fulfilment partners.

Our returns and exchanges policy has been designed to be fair, thoughtful and supportive, while also following the requirements of consumer law and the practical nature of craft materials.

We’re here to help—but we also need to ensure we can keep offering great prices, reliable quality and a wide selection for all our customers.

Change of Mind

If you change your mind, most items can be returned within 30 days of delivery for an exchange or store credit.

To qualify:

  • Please contact us first regarding your request.

  • Items must be unused, unopened, and in original condition.

  • Proof of purchase is required.

  • Return postage for change-of-mind returns is the customer’s responsibility.

  • Some items may be non-returnable if they are produced to order or cannot be resold once opened.

Refunds are not offered for change-of-mind returns.

Our team is always happy to guide you through your options and help you choose something you’ll love.

If Something Is Wrong With Your Order

If your item arrives faulty, incomplete, damaged in transit, or incorrect, please contact us as soon as possible so we can help put things right.

We always aim to ensure you receive the product you intended to enjoy.

Under consumer law, the appropriate remedy depends on the nature of the issue. This may include:

  • Sending missing components

  • Providing a replacement

  • Issuing store credit

  • Providing a refund only where required by law

We follow the remedy that consumer law sets out for the specific type of problem reported, and we always aim to resolve matters as quickly and kindly as possible.

Missing Components (Threads, Diamonds, Paint Pots, Accessories)

Craft kits include many small parts, and occasionally a colour, thread, bead, paint pot or accessory may be missing.

To make this easy:

  • We will promptly send the specific missing component needed to complete your project.

  • A photo may be requested so we can identify the correct replacement part.

  • Most issues can be resolved with a simple replacement component, as full kit replacements are generally not required unless the law requires a different remedy.

Our goal is always to help you finish your project happily and confidently.

Project Support Period (6-Month Timeframe)

To ensure we can provide accurate replacements, any requests for missing components or concerns related to production issues should be made within 6 months of receiving your order.

This is because:

  • Dye lots, thread colours, paint batches and diamond shades may change over time

  • Some materials naturally age (for example, paint can dry or thicken)

  • Certain manufacturer colours or parts may be discontinued

After 6 months, we may no longer be able to supply exact matches, but we will still offer guidance where possible.

This timeframe protects both the customer experience and the integrity of the finished design.

Colour Variations & Printed Canvas Appearance

Many craft products—especially paint-by-numbers, cross-stitch and diamond painting kits—look different before they are completed. Colours may appear lighter, darker or less detailed until the project is underway or finished.

For this reason:

  • We encourage customers to begin their project before assessing whether a colour or printed area appears incorrect.

  • If a genuine issue persists once the project has been reasonably started, our team will review the case and determine the appropriate consumer-law remedy (replacement colours, canvas, component, etc.).

This approach ensures you see the artwork as it is intended to appear once complete.

Items Not Eligible for Change-of-Mind Returns

Unless faulty, the following cannot be returned:

  • Started or opened kits

  • Partially or fully completed projects

  • Custom-made or produced-to-order items

  • Digital downloads

  • Clearance items marked Final Sale

  • Consumables once opened (paints, tools, pens, glues, applicators, etc.)

  • Books, magazines and patterns once opened (as printed content can be viewed or copied)

We appreciate your understanding, as these items cannot be resold once opened.

Our Returns Assessment Process

  1. Contact our Customer Care Team with your order number and a brief description of the issue.

  2. Photos may be requested so we can assist accurately and quickly.

  3. Remedies are determined according to consumer law guidelines and the type of issue reported.

  4. Once confirmed, we will resolve your case promptly and with care.

Our goal is always to provide a smooth, reassuring experience.

Our Commitment to You

At The Fox Collection, our mission is to keep the joy of crafting alive. We want you to feel supported before, during and after your purchase.

Our policies are designed to balance:

  • your happiness and confidence,

  • the requirements of consumer law, and

  • the practical realities of specialised craft items.

If you ever need help choosing a product or understanding a kit, our friendly team is always here for you.