Literally the most important aspect of our business, as makers of truly bespoke products, is the close relationship we build with our clients. It is critical to us that you are informed and confident before deciding to work with us, and feel valued and secure in that decision after doing so.
We are therefore always available to answer any questions and handle any and all problems, no matter where in the world you are and no matter how small they might be. We will always meet client demands and expectations, and nothing cannot be resolved. We will always ensure that your investment in our services is a permanently happy experience. 

For all pre-sale enquiries: info@hancockandfox.com

For all after-sales/customer support: support@hancockandfox.com

Many enquiries about the ‘nuts and bolts’ of our services can be found by taking a moment to read the below Terms & Conditions.
If the answers you are looking for regarding payment, warranty, returns and ownership are not covered there, please contact us for any reason to discuss any aspect of Hancock & Fox and we would be delighted to hear from you.

It means everything to us that you are entirely happy and excited with your purchase of a Hancock & Fox product. All legal and contractual red tape aside, we will always help to resolve any problems you might have even outside of the terms of warranty.
When you make a purchase from Hancock & Fox, that is a purchase for life, it is more than just a cold financial transaction and we are always
here to help. We never let legal jargon get in way of a human relationship with our customers.

That said, life is never straight forward and things can go wrong, so it’s important to know where we all stand before or during a purchase.
We have therefore put together a list of any standard points you might encounter or think about during or after your purchase.

If there are any points not covered here which you would like to discuss, please visit the above ‘Contact’ page and get in touch.

• Payment

• Shipping & Returns

• Return & Warranty Period

• Appropriate Use & Ownership

• Manufacturing Tolerances & Variations

• Ethics & Standards

• Bespoke Orders & Projects

Payment

Currently we only display currency as £GBP (Great British Pounds, Sterling), and while this doesn’t make any difference to the price or purchase process, we apologise for the inconvenience of having to do your own conversion. Again, please contact us for a quotation in your native currency if required.

For anti-fraud reasons, the billing and shipping addresses must be the same. If for any reason you need to make special shipping arrangements prior to purchase, please email us. We cannot change the shipping address after payment has been made.

Payment is via Paypal or bank transfer, for which details will be provided at the relevant time.

We are always here to help with any questions or problems you have during the purchasing process.

shipping & Returns

All international buyers are welcome. As our products are packaged in bespoke packaging and boxes, shipping is not always as cheap as we’d like. We therefore offer several shipping options based on your exact location, to keep costs as fair as possible:

- UK & Ireland
- Mainland Europe
- N.America
- S.America
- Russia & Iceland
- Caribbean
- Rest of The World*

*’Rest of The World’ includes Australia, Japan, South Africa, S.E. Asia, China, Israel, Saudi Arabia, UAE, India, N. Africa etc
If you are unsure which option is applicable for your country of residence, please contact us and we will find the correct solution.

For anti-fraud reasons, the billing and shipping addresses must be the same. If for any reason you need to make special shipping arrangements prior to purchase, please email us. We cannot change the shipping address after payment has been made.

Dispatch Time and Shipping Method:

We try to minimise creasing, folding and any marks on the fabric caused by the packaging and shipping process, we therefore aim to keep items packaged for the minimum possible time. For that reason, we prefer not to use any shipping method which takes longer 3 working days to arrive anywhere in the world unless requested otherwise.

Tracking details and confirmation of shipping will be sent to you by email as soon as they are available and we keep you updated at every stage of the process.
We use global priority express couriers (UPS, Fedex or DHL depending on global destination). Delivery time is typically next working day within the UK, 1-2 working days to mainland Europe and up to 3 working days globally from date of dispatch.

If you have any specific shipping requests, requirements or general questions, please contact us and we can accommodate you.

Import & Customs Tax and Duty

All items are fully insured, and so that is the declared value. Hancock & Fox are not responsible for any import taxes or customs charges incurred when importing our products into your country of residence, these are not included in the price at checkout and will not be refunded by Hancock & Fox upon arrival. Please check your country’s customs and duty charges before making a purchase, and add that accordingly, if you are unsure. Again, we are happy to help research and discuss solutions for you.

In The Event an Item is Lost:
Unfortunately, accidents and mistakes happen. If the item is lost during shipping, we will refund you in full or replace the item (if possible) when the courier confirms it as technically lost and a claim can be made.

If Your Item Arrives Damaged:
We ask you to please take photographs to document any damage caused during transit on the day it arrives, if possible, and email us ASAP. If a box arrives damaged, address this with the driver so he can record the item as damaged.
If the item inside is damaged, we will arrange for it to be returned to us, at no expense to you, and offer a replacement* (if possible), repair or refund.

(*Note on Replacement Items: Due to the often one-off nature of our products, it is very rare that we can quickly replace a damaged or lost item, but rest assured that if we can, we will do it as quickly as possible.
If we cannot supply a like-for-like identical item, we will either offer an equivalent replacement item of your choice or manufacture a new item which is aesthetically as close as possible. Either way, we will always find a satisfactory solution to any problem.

Global Priority Shipping:
We will ship items to wherever major courier services will deliver. If you live in a part of the world where our global courier partners will not deliver, for whatever reason, that is out of our hands and we apologise. We recommend contacting us prior to discussing the project if you are unsure about your shipping location.
As above, we only ship to the billing address unless you have contacted us prior to sale to discuss alternative arrangements.
If you live in a part of the world where you have had issues receiving packages from the UK in the past or would like to check or discuss any potential issues you are welcome to email us prior to buying.

Return & Warranty Period

14 Day ‘Cooling-Off’ Period:
If the item(s) which you receive do not meet your expectations or agreed design, all consumers have a 14 day cooling-off period and the legal right to return any item bought online if it does not reach your expectations.
This means you must inform us of your intent to return the item within a 14 day period, along with your reasoning, from the delivery date of the item. You then have a further 14 days to return the item back to us at your own expense.
PLEASE NOTE: As all products are custom made, bespoke items, with every detail confirmed by the client at every stage, we cannot refund the cost of materials once they are confirmed and cut. We will only refund the manufacturing costs of a totally unused item, received in exactly the same condition as it was shipped to you in its original packaging.
Following a successful inspection of the item, a refund of those costs will be issued within 5 working days.

Please note: Any item returned in this instance must be fully insured and shipped at the customer’s expense. It is the customer’s responsibility to ensure the item arrives safely and within 14 days of the date on which you informed us of your intent to return the item. Failure to do so will void your right to a refund. It is the customer’s responsibility to make any claim for an item lost during this return.

If we feel a customer has returned an item without good reason, after previously confirming all the details, design and materials, we reserve the right to refuse future orders.

Warranty

Hancock & Fox are unlike any other company in this industry when it comes to our warranty and absolute faith in our products.
We offer a 5 year warranty on all workmanship providing the item has been used in accordance to our ‘appropriate use’ guidelines (which can be found here). The warranty only extends to the original owner of the item and includes a repair or replacement of the item where repair is not possible.

Leather elements of any items carry a 5 year warranty, while non-leather fabrics carry a 2 year warranty.

The warranty includes structural failure of any stitching fabrics, materials, hardware and fixings in accordance with our appropriate use guidelines or defective workmanship (which we do our best to always check prior to shipping).
An explanation of what we consider acceptable manufacturing tolerances, ‘defects’ and inconsistencies for handmade items and naturally occurring visual defects in materials can be found here.
As stated in the above link, aesthetic variations in manufacturing tolerances, textures and sizes are not valid warranty returns for a handmade item. We consider these to be normal and acceptable characteristics of products of this nature.

If, after inspection, there is any evidence of misuse or attempt to alter, repair or clean the item (by any means other than competent professional dry-cleaning), we will deem the warranty void, carefully document the details, and regretfully return the item to the buyer. 

PLEASE NOTE: If you are not the original owner or the item has become damaged due to improper usage, the owner is welcome to contact us for a quotation for a return-to-base repair or replacement of parts e.g. zipper.

If your item has become damaged by a dry cleaner, their insurance is responsible for the item and we are not liable to repair or replace it under warranty.

Correct Use & Ownership

To comply with our warranty policy, it is important that the item is used and enjoyed as it was intended.

Hancock & Fox products are designed and manufactured using materials selected for their tactility and aesthetic beauty. They are intended as purely decorative, luxury interior design pieces designed to make a statement.
For this reason, it is important to understand before making a purchase that, due to the nature of the materials, they are not designed for daily functional use e.g. to be sat on, or support the weight of a person or object. They are not intended to be subject to the same hazards as regular ‘utilitarian’ soft furnishings e.g. any heat, liquids, food, chemicals, detergents etc.

(Think of it like this… Our products are to a regular cushion or throw, what a luxury designer handbag is to a shopping bag. They have the same basic use, but have an entirely different purpose and meaning, status and visual impact to the owner and environment. One is a basic, disposable, functional item, the other is a cherished, special possession created for it’s aesthetic impact and appeal over a whole lifetime).

All Hancock & Fox products are therefore strictly dry clean only by an experienced and highly reputable cleaner.
We take no responsibility for any damage or inadequate work done by a cleaner on a Hancock & Fox product, but if we can help out to resolve the problem, we will.
If there is any evidence that the customer has attempted to remove stains or wash an item incorrectly, the warranty is void. Any repair or replacement required as a result of incorrect cleaning are subject to charge, even within the warranty period..

There will often be superficial and temporary creases and visual marks in the fabric upon arrival due to the manufacturing, packaging or shipping process. These marks are often unavoidable will almost always disappear with time and are not defects or ‘damage’. Never attempt to iron or steam any item to remove creases or marks. Again, always check with a professional, and any attempt to do wash/clean items incorrectly will void the warranty and any repairs will be charged.

Hancock & Fox cushions are fitted with a feather pad, premium synthetic fibre or luxury foam block, made to the exact correct size to display the item to its full potential. The foam block especially should never be removed by the owner, as doing so would likely cause damage to the cover (there is a process we employ to insert the foam block). If there is any sign that the owner has removed the foam block or replaced the feather pad, the repair/replacement warranty will be void.

manufacturing tolerances & variations

The acceptable tolerances for a handmade product are very different to an entirely machine made item. A machine is designed to replicate hundreds, thousands, if not millions of identical, perfectly formed items and any variation whatsoever is seen as a defect. An item made by a human, however, with their bare hands will never have the same appearance and will always have variations and differences. By their very nature, a handmade item is imperfect.
For this reason it is normal and expected, to have slight inconsistencies in stitching, dimensions and tolerances for example. It is these minor, unavoidable ‘defects’ which are characteristic of a handmade item. This is especially true when it comes to fabrics as very fluid, organic materials.

All of our products use natural, organic materials of some sort, whether it be leather, raw silk etc. These materials have naturally occurring variations in their grain or weave which are part of their beauty and not to be confused as faults or defects.

These ‘imperfections’ which are a product of something being handmade or using organic materials do not count as manufacturing defects and do not need to be replaced or repaired. We therefore only cover structural failure of stitching, adhesives, materials and hardware (zips, buttons, tags etc) within the warranty and not aesthetic inconsistencies and variation in tolerances.

Superficial creases in fabrics are also not covered as ‘damage’, are not grounds for a repair and will often disappear over time.

Ethics & Standards

At Hancock & Fox, we take our ethics, standards and principles very seriously, both in business and customer service, and they are always at the forefront of what we do. Other than always treating our customers how we would like to be treated ourselves, we also try to be as ethical as possible with the materials we use, where and how they are sourced.

All the leather we use is strictly sourced from premium EU-based suppliers with assured humane production methods and standards. Fine leather is a material which is unmatched in its aesthetic beauty, structural qualities and durability which is why it is universally used in the luxury goods industry. We do however acknowledge that some people are against the use of any animal products for any reason and we are happy to create any item using premium faux-leather vinyl if required as a bespoke project.

Despite all the leather we use being a bi-product of the food industry, this is very rarely the case with real fur, and while we make no judgement on others, we are categorically against the use of farmed animal fur in our own products. Instead, we use the very finest faux fur which provides all the aesthetic and tactile qualities of fur without the moral dilemma.

Hancock & Fox are a very proudly British company and we always try to source as many of our materials as possible from other British companies. That said, we only use the best material or product for any given purpose, so wherever they’re produced is where we source them.