Refund and returns policy, Foloxy

This page is the single reference for returns, cancellations and refunds. It is provided by ECRH SCALE LTD, Company Number 15992434, Dept 5394, 196 High Road, Wood Green, London, N22 8HH, England. Contact, contact@foloxy.com

At Foloxy, we make our product descriptions as detailed as possible so there are no surprises when your order arrives.

Cancelling an order

Most orders are processed within 12 hours. If you want to cancel your order, email us as soon as possible at contact@foloxy.com with your order number.

Once an order has been processed or shipped, it can no longer be cancelled, without affecting your right to cancel described below.

Right to cancel, 14 days

If you live in the United Kingdom or the European Union, you have 14 days from receiving your products to cancel your purchase, without giving any reason.

To do so, send us a clear statement at contact@foloxy.com with your order number. You may use the model form at the bottom of this page, but you do not have to. We will then send you the return address.

You must send the products back no later than 14 days after telling us of your decision. Return costs are paid by you. Products must be returned in their original condition, complete and unworn.

We will refund everything you paid, including standard outbound delivery costs, no later than 14 days after we receive the products back or proof that you have sent them. The refund is made using the same payment method you used for your order. If you chose a more expensive delivery method than standard delivery, only the cost of standard delivery is refunded.

Exception for personalised items

In line with the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods made to your specifications or clearly personalised, such as engraved necklaces, name bracelets, birthstone pieces, and any item with a text, date, photo or symbol you have chosen. As these items are made especially for you, they cannot be returned or exchanged simply because you have changed your mind.

This exception does not apply to catalogue items sold without personalisation, which remain covered by the 14-day cancellation period.

Faulty, damaged or incorrect products

The exception above only covers a change of mind. It does not limit your statutory rights in any way.

If your item arrives faulty, damaged, or does not match your order (an engraving error on our part, wrong model, wrong size), contact us at contact@foloxy.com with photos of the product and its packaging. We will replace or repair the item at our own cost. If a replacement or repair is impossible or cannot be done within a reasonable time, you will receive a full refund of your order, including shipping costs. This also applies to personalised items.

Your statutory rights under the Consumer Rights Act 2015 apply to all products sold, free of charge and regardless of any commercial guarantee.

Minor variations in shade, finish or engraving appearance, which are part of handcrafted production, are not a fault.

Parcels returned to sender

If your order is returned to us because of an incorrect, incomplete or inaccessible address, or because the parcel was not collected, we will offer you, as you prefer, either a refund minus the shipping costs actually incurred, or a resend at your own cost.

Model cancellation form

(Only complete and return this form if you wish to cancel the contract. Does not apply to personalised items.)

To ECRH SCALE LTD, Foloxy, Dept 5394, 196 High Road, Wood Green, London, N22 8HH, England, contact@foloxy.com

I hereby give notice that I cancel my contract of sale of the following goods

• Ordered on / received on ...........................
• Order number ...........................
• Name of consumer ...........................
• Address of consumer ...........................
• Date ...........................
• Signature (only if this form is sent on paper) ...........................

Contact us

For any question about a return or a refund, contact@foloxy.com

For delivery times, costs and tracking, please see our shipping policy.