Refunds

Returns, Exchanges & Refunds Policy

Last updated: 17 September 2026

We want you to be completely happy with your Folly & Wild purchase.

Please read this policy carefully, as your return rights vary depending on whether a product is standard, personalised, custom-made, faulty or purchased in person.

Nothing in this policy affects your statutory consumer rights.

This policy applies primarily to physical products. Workshops, events and other dated services may have separate cancellation terms displayed at the time of booking.

Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible:

Email: hello@follywild.co.uk
WhatsApp: 07540 464422

If production has not started, we will normally be able to cancel the order.

Personalised, bespoke or custom-made products may not be cancelled once materials have been ordered or production has begun, unless we agree otherwise.

Standard products purchased online

If you purchase an eligible standard, non-personalised product online, you have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel 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 have to provide a reason, although any information you give us may help us improve our products and service.

Condition of returned products

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 your refund if handling beyond what is reasonably necessary has reduced the product’s value.

Using, lighting, melting, spraying, pouring, decanting or burning a fragrance product will normally go beyond the inspection that would be possible in a shop and may reduce the amount we can refund.

Products purchased in person

There is no automatic legal right to return a non-faulty product purchased in person simply because you have changed your mind.

However, please contact us and we will always try to help where reasonably possible.

This does not affect your rights if a product is faulty, damaged, incorrect or not as described.

Bespoke, custom-made and personalised products

Products made specifically to your individual requirements cannot normally be cancelled, returned or exchanged because of a change of mind.

This includes products featuring:

Personalised names, wording, photographs or designs.
 A custom fragrance blend created at your request.
Colours, finishes or product combinations created specifically for you.
 Specifications that are not part of our standard advertised range.

Please check all names, spelling, wording, fragrance choices, colours and personalisation details carefully before submitting your order.

A product is not automatically considered bespoke simply because it is handmade, poured or prepared after an order is placed. Standard products selected from our usual advertised range remain covered by normal cancellation rights unless they have been personalised or produced to individual specifications.

This exception does not affect your statutory rights if a personalised or bespoke product is faulty, damaged, incorrect, not as described or contains an error made by us.

Faulty, damaged, leaking or incorrect products

Products must be of satisfactory quality, fit for their intended purpose and as described.

If your order arrives faulty, damaged, leaking, incorrect or not as described, please contact us as soon as possible.

Please provide, where reasonably possible:

Your name.
 Your order number or other proof of purchase.
Details of the problem.
 Photographs of the product and packaging.

Photographs help us understand what has happened and may be required for a claim with the delivery provider. However, they do not replace or restrict your statutory rights.

Please do not dispose of a damaged or leaking product or its packaging until we have confirmed whether it needs to be retained or returned. If retaining it would be unsafe, please tell us and follow any relevant safety information supplied with the product.

Depending on the circumstances and your statutory rights, we may offer:

A full or partial refund.
 A replacement.
A repair, where appropriate.
 Another suitable remedy agreed with you.

Consumers generally have a short-term right to reject faulty goods within 30 days of delivery. After that period, a repair or replacement may usually be offered first, where appropriate. Your legal rights may continue for longer depending on the circumstances.

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.

Exchanges

If you would like to exchange an eligible, unused standard product, please contact us within 14 days of receiving it.

Change-of-mind exchanges are subject to product availability. You will normally be responsible for the cost of returning the original product and sending the replacement product.

If the product is faulty, damaged or incorrect, reasonable return and replacement delivery costs will be covered by Folly & Wild.

Personalised, bespoke and custom-made products cannot normally be exchanged unless they are faulty, damaged, incorrect or contain an error made by us.

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 eligible order, we will refund the original standard delivery charge.

If you chose a more expensive delivery service, such as Royal Mail Tracked 24, we are only required to refund the equivalent cost of our least expensive standard delivery option.

Original delivery charges are not normally refunded when only part of an order is returned.

Refunds

Refunds will be made to the original payment method unless otherwise agreed.

For an eligible online cancellation, we will process the refund without undue delay and no later than 14 days after:

We receive the returned products; or
 You provide evidence that the products have been sent back,

whichever occurs first.

We may withhold the refund until the products have been returned or you have supplied reasonable evidence of posting.

Once processed by us, your bank or payment provider may require additional time to show the refund in your account.

No administration fee will be deducted from a statutory refund. However, we may make an appropriate deduction where unnecessary handling has reduced the product’s value.

Sale products

Products purchased in a sale have the same statutory rights as full-price products.

The same change-of-mind conditions apply unless a product was sold at a reduced price because of a specific fault or imperfection that was clearly explained before purchase.

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 product within a set or bundle is faulty, damaged or incorrect, please contact us. We will resolve the problem with the affected product and confirm whether anything needs to be returned.

You do not need to return or dispose of the complete set unless we ask you to do so.

How to arrange a return

Before sending anything back, please email hello@follywild.co.uk so that we can confirm the return instructions and help you through the process.

You may request a returns form, but you do not have to use one.

Please include the following information with your return:

Your full name.
 Your order number.
Your email address.
 Your telephone number.
Your postal address.
 Details of 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 products carefully and securely.

We recommend using a tracked delivery service and retaining your receipt and proof of postage until the return and refund have been completed.

Proof of postage may be required if a returned parcel is delayed or lost. This does not affect your statutory rights.

Cancellation form

You may use the following form to cancel an eligible online order, although you are not required to use it.

To: Folly & Wild, Folly & Wild House, 15 Fernham Road, Faringdon, Oxfordshire, SN7 7JY
Email: hello@follywild.co.uk

I hereby give notice that I wish to cancel my contract for the following products:

Products ordered:
Order number:
Order date:
Date received:
Customer’s full name:
Customer’s address:
Email address or telephone number:
Date of cancellation:

Contact us

If you have any questions about a cancellation, return, exchange, refund or faulty product, please contact:

Email: hello@follywild.co.uk
WhatsApp: 07540 464422

We are always happy to help.