Returns & Exchanges

How to start a return

If something is not right with your order, please contact us and we will help you find the most appropriate solution. The quickest way to get started is to email us with your order number and a short explanation of the issue.

Please contact us at info@jamesfox.ie. You can also call us on +353 1 677 0533.

To help us deal with your query as quickly as possible, please include:

• your order number, if available;
• the name or email address used when placing the order;
• a clear description of the issue;
• photographs of any damage, fault or incorrect item, where relevant;
• whether you are looking for a refund, exchange, replacement or another solution.

Where possible, please contact us before sending anything back. This helps us confirm the best return method and avoid unnecessary delay.

Change-of-mind returns

If you make a purchase online, over the phone or otherwise outside our physical premises, you generally have the right to change your mind within 14 calendar days. This is sometimes referred to as the cooling-off period.

For goods, this 14-day period starts from the day you receive the items. If your order was placed for in-store collection, the period starts from the day you collect the items from our store.

To use this statutory cooling-off right, you need to let us know within the 14-day cooling-off period that you wish to cancel or return the order. Once you have notified us, you then have a further 14 days to return the items to us.

If the standard cooling-off period has passed, please still contact us. We cannot guarantee a change-of-mind return in every case, but we will review the circumstances and do our best to help where possible.

For change-of-mind returns, you are responsible for the cost of returning the items to us, unless we have agreed otherwise. You may use a delivery method of your choosing, but it is your responsibility to ensure that the returned items arrive with us on time and in appropriate condition.

Items returned because you have changed your mind should be unused, complete and in a resaleable condition, with original packaging and accessories included where reasonably possible.

Purchases made in our physical store are not covered by the online cooling-off period. For in-store purchases, change-of-mind returns or exchanges may be considered at our discretion, provided the item is unused, complete and in resaleable condition. This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet the standards required by law.

Faulty, damaged or incorrect items

We take care to ensure that the items we sell are in appropriate condition and match the description provided. If your order arrives damaged, contains the wrong item, or you believe an item is faulty, please contact us as soon as reasonably possible.

In most cases, photographs of the issue and the outer packaging will help us assess the situation more quickly. Please keep the item and packaging until we have advised on the next step.

Depending on the nature of the issue and the item involved, possible solutions may include a replacement, repair, exchange, credit for future purchases or refund.

Your statutory rights for faulty, damaged, incorrectly supplied or misdescribed goods are separate from change-of-mind returns. The exclusions that may apply to change-of-mind returns do not remove your rights where goods are faulty or otherwise do not meet the standards required by law.

Exchanges

Where possible, we are happy to discuss an exchange. Exchanges depend on the item, its condition, current stock availability and the circumstances of the return.

If you would like to exchange an item, please contact us before sending it back. In some cases, the simplest solution may be to return the original item and place a new order for the replacement item.

If the exchange relates to a faulty, damaged or incorrectly supplied item, we will assess the issue in line with your statutory rights and the circumstances of the order.

Items that cannot usually be returned

Some items may not be suitable for return where you have changed your mind. This may include, for example:

• personalised or made-to-order products;
• items that have been opened, used or handled beyond what is necessary to inspect them;
• items that cannot be returned for health, hygiene, safety or resaleability reasons once opened or unsealed;
• items that are incomplete, damaged after delivery, or missing original components or accessories.

This section applies to change-of-mind returns only. It does not affect your rights where an item is faulty, damaged, incorrectly supplied, not as described or otherwise does not meet the standards required by law.

International orders and refused deliveries

For international deliveries, particularly those outside the European Union, you should check with the relevant customs authorities in the destination country before ordering. You are responsible for ensuring that the items you order can lawfully be imported into your country and for paying any customs duties, taxes, import fees or similar charges that may apply.

If a delivery is refused on arrival for any reason, including refusal to pay customs charges or import fees, the shipment may be returned to us automatically. Return shipments can take a considerable amount of time to reach us.

Unless otherwise agreed by us, any refund relating to a refused or undelivered international shipment will only be processed after the return shipment has been received by us. We reserve the right to deduct any costs we incur in recovering the shipment from any refund due.

Refunds

Where a refund is due, we will process it using the original payment method where possible.

For change-of-mind returns, we may wait until we have received the returned items, or until you have provided suitable proof that the items have been sent back, before processing the refund.

Refunds for faulty, damaged or incorrectly supplied items will be handled in line with your statutory rights and the circumstances of the issue. If we ask you to return an item because it is faulty, damaged or incorrectly supplied, we will advise you on the appropriate return process.

Delivery charges, return postage and any international recovery costs will be handled in line with applicable consumer law, our Terms & Conditions and the circumstances of the order.

Return address

Any items shipped back to us should be sent to the following address, unless we have advised otherwise:

Please include your order number or contact details inside the parcel so we can identify the return when it arrives.

Contact us

For returns, exchanges or order issues, please contact us before sending anything back where possible.

Email: info@jamesfox.ie
Phone: +353 1 677 0533

For the full contractual terms that apply to orders placed with us, please see our Terms & Conditions.