Frequently Asked Questions:
Do you ship to the UK?
Yes! We ship within the UK as we are a UK based business, specifically located in the North West!
Please Note: “UK” includes England, Wales and Scotland.
Can you ship internationally?
Unfortunately, we can only ship within the UK at the moment, although we are hoping to expand our shipping range in the future.
We are unable to ship to the entire EU and NI due to the new GPSR laws. The new laws have made it incredibly difficult for small businesses to ship there; we are very sorry for this and we hope this changes in the future. However, you can still book slots for digital commissions as these will be emailed to you rather than physically shipped to you.
Do you take commissions?
Yes! If you’re interested in booking a commission slot, please contact me via the “Contact Us” page which can be found under the “Contact” tab, or directly via the email address: merlyn@foxandfiver.co.uk to discuss your idea! You can also find out more information about commissions under the “Commissions” tab on the website.
How long will it take for my order to arrive?
Orders are processed and dispatched within 3-5 business days, during busier times this may take slightly longer, and during less-busy times this may be quicker. Once your order has been dispatched, the delivery time will vary depending on which delivery option was selected at the checkout - this ranges between 1-3 working days on average (but may take longer during busier periods and postal strikes).
Pre-order items will take longer to be processed as they are not currently in stock.
Custom items, like commissions, will take longer as they are illustrated to order.
How much does shipping cost?
Orders will be sent with Royal Mail Second Class as standard, with prices starting from £1.50. While I have tried to keep the shipping costs as low as I can, please note that the shipping cost will increase with the weight/size of the parcel, as well as the type of packaging required for your order.
You can also purchase shipping upgrades which will differ in price/delivery options depending on the weight of your order and the parcel size.
My order hasn’t arrived yet, what should I do?
We’re so sorry to hear your order hasn’t arrived! In the event that your order has somehow gotten lost in transit, please contact us via the “Contact Us” page which can be found under the “Contact” tab, or directly via the email address: merlyn@foxandfiver.co.uk - please include your name and order number so I can locate your order easily.
Please also ensure you have received an email to say your order has been processed and dispatched.
My order has arrived but there’s something wrong, can you help?
We’re so sorry to hear! In the event that an order has been damaged in transit or your order is incorrect, please contact us via the “Contact Us” page which can be found under the “Contact” tab, or directly via the email: merlyn@foxandfiver.co.uk as soon as possible. Please include your name and order number so I can locate your order easily.
I contacted you via email but haven’t heard back from you yet, what should I do?
I’m sorry for the delay in getting back to you. It may take longer for me to reply during busier periods, such as the run up to Christmas, especially as I am a one-human team doing all the work. Your patience is much appreciated and I will get back to you as soon as I can.
If you’re concerned about something and it requires an urgent response, you can also contact me via my alternate email: foxandfiver@gmail.com - either way, I will get back to you as quickly as I’m able to.
I want to leave you a positive review, how can I do this?
Positive reviews are really appreciated and help support us as a small business so we’d love to hear your feedback! You can leave us a review on the “Review Us” page, which can be found under the “Contact” tab. Thank you!
What is the significance of “Fox” and “Fiver”?
”Fox” is my artistic pseudonym - I came up with it because red foxes are one of my favourite animals and they’re also the animal I feel most connected to. I think if I wasn’t human, I’d be a red fox!
“Fiver” is the name of my rescue greyhound. He’s named after one of the characters from my favourite book, and he inspires a lot of my designs!
Have a question which hasn’t been answered here? Use the button below to get in touch and I will answer your query as soon as I can!