Delivery/Returns
DELIVERY & SHIPPING POLICY
IMPORTANT DELIVERY INFORMATION
Delivery estimates apply from the date your order is dispatched. They do not include the time required to process, prepare or make your order.
All orders are carefully packed and dispatched using a tracked delivery service. We primarily use Royal Mail Tracked 24 and Royal Mail Tracked 48 for UK orders. Available delivery options and charges will be displayed at checkout.
Once your order has been dispatched, you will receive a confirmation email containing your tracking information.
ORDER PROCESSING
Orders are processed Monday to Friday, excluding bank holidays.
• Orders placed before 2pm are typically processed within 1–2 working days.
• Orders placed after 2pm will be treated as having been received on the following working day.
• Orders placed during weekends or bank holidays will enter processing on the next working day and will typically be processed within 1–2 working days from then.
Orders are normally prepared in the order in which they are received. Orders using our faster Royal Mail Tracked 24 service will be prioritised where reasonably possible. However, choosing Tracked 24 does not remove normal processing, production or setting times.
BESPOKE AND MADE-TO-ORDER PRODUCTS
Many Folly & Wild products are handmade, blended or personalised especially for you.
Please allow up to 7 working days for bespoke and made-to-order products to be produced, set and prepared for dispatch.
If your order contains both ready-made and made-to-order products, the entire order will normally be dispatched together when everything is ready.
Selecting Royal Mail Tracked 24 does not shorten the production or setting time required for handmade, bespoke or personalised products.
ROYAL MAIL DELIVERY SERVICES
Royal Mail Tracked 48
Royal Mail aims to deliver Tracked 48 parcels within 2–3 working days after dispatch.
Royal Mail Tracked 24
Royal Mail aims to deliver Tracked 24 parcels on the next working day after dispatch.
These are Royal Mail delivery aims rather than guaranteed delivery dates. Delivery times can vary depending on the destination, seasonal demand and circumstances outside our control.
NORTHERN IRELAND
Delivery to Northern Ireland is available. Delivery charges are calculated according to the weight and size of the parcel and its destination.
Royal Mail delivery aims may differ for Northern Ireland and certain other postcode areas. The delivery estimate begins only once your order has been dispatched.
INTERNATIONAL DELIVERY
International delivery is available to selected destinations. Charges vary according to the destination, parcel weight and the products ordered.
Available options and charges will be shown at checkout where possible. If an international delivery option is not displayed for your location, please contact us before placing your order and we will confirm whether we can send the products to you and provide a delivery quote.
Some fragrance products may be subject to international carrier restrictions. Customers are responsible for any applicable customs charges, import duties or local taxes.
LOCAL DELIVERY AND COLLECTION
We offer the following local options:
• Local delivery within Faringdon town (please note this does not include surrounding villages) – Free
• Collection from Tribe Zero Waste, Market Place, Faringdon – Free
• Collection from Folly & Wild, Pioneer Road, Faringdon – Free
We will contact you when your order is ready for collection or local delivery. Please wait until you have received confirmation before travelling to collect your order.
LATE, MISSING OR LOST PARCELS
If your parcel is significantly delayed, the tracking information has stopped updating or your order has not arrived, please contact us at hello@follywild.co.uk with your order number.
As the sender, Folly & Wild will contact Royal Mail or the relevant delivery provider and investigate the parcel on your behalf. Customers are not expected to make a compensation claim directly with the delivery provider.
We may need to allow the delivery provider a reasonable amount of time to investigate before a parcel can be formally treated as lost. If the parcel is confirmed as lost or cannot be delivered within a reasonable period, we will arrange an appropriate replacement or refund.
Folly & Wild remains responsible for your order until it is delivered to you, or to a safe place, neighbour or other recipient specifically nominated by you.
PEAK PERIODS AND DELIVERY DELAYS
During busy periods, including bank holidays, Black Friday and Christmas, both our processing times and Royal Mail’s delivery times may be longer than usual.
We will always prepare orders as quickly and carefully as possible, but postal delays occurring after dispatch are outside our control. Please use the tracking information supplied in your dispatch email to follow your parcel.
ANNUAL CHRISTMAS CLOSURE
Folly & Wild closes annually from 20 December until 3 January.
Orders placed during this period will begin processing from 4 January, or the next working day where 4 January falls on a weekend or bank holiday. Orders will be processed in the order in which they were received.
Customer service responses may be limited during this closure, and replacement products cannot be dispatched until we reopen.
CONTACT US
If you have any questions about processing, delivery or collection, please contact us:
Email: hello@follywild.co.uk
WhatsApp: 07540 464422
We are always happy to help.
RETURNS, CANCELLATIONS AND EXCHANGES POLICY
We want you to be completely happy with your Folly & Wild purchase.
Please read the information below carefully, as return eligibility varies depending on the nature of the product ordered. Nothing in this policy affects your statutory consumer rights.
STANDARD, NON-PERSONALISED PRODUCTS
If you purchase an eligible standard product online, you may notify us that you wish to cancel or return it within 14 days of receiving your order.
Once you have notified us, you then have a further 14 days to return the product.
You do not need to provide a reason for cancelling, although any information you give us may help us improve our products and service.
Please take reasonable care of products while they are in your possession. Returned products should be:
• Undamaged
• In their original condition, as far as reasonably possible
• Returned with their original packaging where possible
• Free from unnecessary signs of use, damage, scratches or marks
You may inspect a product as you reasonably would in a shop. However, we may make an appropriate deduction from the refund if handling beyond what is reasonably necessary has reduced the product’s value.
CHANGE-OF-MIND RETURN COSTS
Customers are responsible for arranging and paying the return postage for change-of-mind returns.
If you cancel and return your complete order, we will refund the original standard delivery charge. If you selected a more expensive delivery service, such as Royal Mail Tracked 24, we are only required to refund the equivalent cost of our standard delivery service.
Original delivery charges are not normally refunded when only part of an order is returned.
Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
BESPOKE, CUSTOM-MADE AND PERSONALISED PRODUCTS
Products made specifically to your individual requirements cannot be returned or exchanged because of a change of mind.
This includes products featuring:
• Personalised names, wording or designs
• A custom fragrance blend created at your request
• Specifications or combinations produced especially for you that are not part of our standard range
Please check all names, wording, fragrance choices and personalisation details carefully before submitting your order.
A product is not automatically excluded from return simply because it was prepared or poured after the order was placed. Standard products selected from our usual range remain covered by your normal cancellation rights unless they have been personalised or made to your individual specifications.
This does not affect your statutory rights if a bespoke, custom-made or personalised product is faulty, damaged, not as described or contains an error made by us.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
If your order arrives faulty, damaged, leaking, incorrect or not as described, please contact us as soon as possible at hello@follywild.co.uk.
Please provide:
• Your name
• Your order number
• Details of the problem
• Photographs of the product and packaging where reasonably possible
Photographs help us understand what has happened and may also be required as part of a claim with the delivery provider.
Please do not dispose of a damaged product or its packaging until we have advised you whether it needs to be retained or returned.
We will resolve the matter in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, refund or another appropriate remedy.
If we ask you to return a faulty, damaged or incorrect product, we will provide an appropriate return method or reimburse reasonable return postage costs. Please retain your proof of postage and receipt.
HOW TO RETURN A PRODUCT
Before sending anything back, please email hello@follywild.co.uk so that we can confirm the return instructions and assist you.
You may request our returns form, but you do not have to use it. You may instead include the following information with the return:
• Your full name
• Your order number
• Your email address
• Your telephone number
• Your postal address
• The product being returned
• The reason for the return or exchange, where applicable
Returns should be sent to:
Folly & Wild
Folly & Wild House
15 Fernham Road
Faringdon
Oxfordshire
SN7 7JY
Please package returned products securely. We recommend using a tracked delivery service and retaining your proof of postage until your return has been completed.
We cannot accept responsibility for a customer return that is lost before it reaches us. Your chosen delivery provider should be contacted using your proof of postage and tracking information.
SETS AND BUNDLES
If you change your mind about a set or bundle sold as one complete product, the entire set or bundle must be returned.
If an individual item within a set or bundle arrives faulty, damaged or incorrect, please contact us. We will resolve the problem with the affected item and let you know whether it needs to be returned. You do not need to return or dispose of the complete set unless we ask you to do so.
CONTACT US
If you have any questions about a cancellation, return, exchange or faulty product, please contact:
Email: hello@follywild.co.uk
WhatsApp: 07540 464422
We are always happy to help.