Change of mind & returns

The Foxes Den Returns Policy

Can I return items? Yes — provided your item is full price, in original condition, and returned within 14 days of purchase. Please read our full policy below.

Our return policy offers store credits only.

Returns Overview 

You have 48 hours from the time of delivery to inspect your order and determine if it meets your expectations. This window allows sufficient time to unpack and assess your purchase.

Return shipping costs are the responsibility of the customer, unless the item is damaged or faulty.

We strongly recommend using a tracked courier service, as returned items remain your responsibility until they arrive safely at our warehouse.

How to Return an Item

Please download and include this form with your return: - Download Return Form

Send your item back to us using a tracked courier service

When we receive and inspect the item we will issue your store credit

Return shipping for change of mind is the responsibility of the customer.

The Foxes Den Store Credit Only Return Policy

At The Foxes Den we want you to love every piece you bring into your home. If something is not quite right we are here to help. Our return policy only offers store credit so you can find the perfect replacement from our beautiful collection.

Store credits can be used online and do not not expire. We do not offer refunds on any products.

To qualify your item must:

Be unused and in perfect condition

Still be in its original packaging

Be returned with proof of purchase - Our return form with your order number.

Be returned within 14 days of receiving your order

Store credit will be issued once your return has been received and checked by our team.

Exclusions

For hygiene reasons we cannot accept returns on pillows, pillowcases, mattress protectors, duvet inners, or any bedding or Clothing that has been used or washed.
Items purchased on sale or during promotional events are final sale and cannot be returned unless faulty.

Faulty or Incorrect Items

Due to the rise of fraud due to sophisticated AI digital image manipulation has made it necessary for us to verify all claims in person, this is now a requirement of NZ and AU post for items damaged via shipping.

Digital image manipulation - Due to an increase in fraudulent digital documentation and AI-generated imagery, we can no longer process claims based solely on photographs or courier reports. All items reported as damaged must be returned to our warehouse or the freight company for physical inspection by our Quality Assurance team.

Once the physical item is received and the damage is verified, we will immediately initiate your refund or replacement. We appreciate your cooperation in helping us maintain a fair and secure shopping environment for everyone.

If your item arrives faulty we will put it right. You may be entitled to a repair or  replacement under the Consumer Guarantees Act.
Please contact us at returns@thefoxesden.co.nz within 7 days of receiving your order and include photos of the issue so we can help quickly.

Conditions of Return

Items must be unused, unwashed, and in original packaging with all tags attached.

Items used for photography, staging, or display are not eligible for return..

Return shipping costs are the responsibility of the customer unless the item is damaged or faulty.

We highly recommend using a tracked service, as returned items remain your responsibility until they reach our warehouse.

Shipping fees are non-refundable on returned or cancelled orders.

SALE items or any product purchased using a discount code (including welcome codes or personal offers) are fine to return, and a store credit will be issued.

Custom & Made-to-Order Items We do not offer refunds or returns on custom-made items, including:

Bedlinen

Curtains

Made-to-order goods

Items sourced on special request

If a custom item isn’t quite right, please contact us — we’re happy to assess and make sewing adjustments where possible.

Health & Hygiene Restrictions For safety reasons, bedding and clothing cannot be returned once used or laundered. This includes items used in photography. Items must be in original, sellable condition to be eligible for return.

Damaged or Faulty Items If you believe your item is faulty or damaged on arrival, please contact us immediately at: returns@thefoxesden.co.nz

We’re here to help — and want to ensure your experience with us is seamless and satisfying.

Please download and include this form with your return: - Download Return Form

Please also refer to our. 

Linen Warranty & Guarantee