FAQ's

Tell me about Forest Fox...

If you love colour and pom poms you've certainly come to the right place! Forest Fox is a basket lovers dream!  All our baskets are made from natural and eco-friendly natural seagrass, and are handcrafted in a traditional way rather than being mass produced in factories. 

Our pom-poms have a handmade vibe and are lovingly spun, trimmed and coiffured at 'Fox HQ'. We also celebrate colour in a big way here too and offer a variety of options, allowing you to compliment your interior style, and enhance your home beautifully.

We are a small team based in Suffolk by the East coast and we are an eco-friendly alternative to conventional plastic boxes. We partner with traditional craftspeople and artisans in Vietnam and we continue to nurture our relationships with our friends there for creating fair trade, eco-friendly quality baskets.

 

How do I contact Forest Fox?

If you have any questions about any Forest Fox products you are intending to or have already purchased, please feel free to contact us at: info@forest-fox.com or call us on + 44 (0)7394 237 531 from 9.00am - 5.00pm, Monday - Friday (GMT). We'll respond as quickly as we can.

 

Can Forest Fox personalise pom poms in certain colours for special occasions or gifts?

We appreciate that there may be a colour that you really would like but can’t find on our website therefore we can look into personalising your pom pom seagrass belly baskets with a specific colour you want. Please email us direct at info@forest-fox.com for further details and let’s get creating! Please note there will be extra time required to source wool, craft and receive your basket.

 

Can I buy Forest Fox gift cards / vouchers

We currently don’t offer online gift cards or vouchers however this is something we will be looking at in the near future. We will keep you posted!

 

I have a Forest Fox promo / discount code, how do I use it?

Well hi there lucky! All you need to do is enter your discount code at the checkout in the DISCOUNT CODE BOX and click APPLY. Once you have entered the discount code then proceed to make your payment. You will only be able to redeem the promoted discount code once on your order. Please note that some promo / discount codes may have an expiry date in which to use by.

 

Can I place my order over the telephone?

Our business trades online only, therefore we are not able to take orders over the telephone. However, if you are having trouble with the website please do give us a call from 9am-5pm + 44 (0)7394 237 531 to speak to a member of our team. Alternatively you can email us at info@forest-fox.com.

 

What are Forest Fox's delivery charges?

UK Mainland Deliveries

Our handmade seagrass baskets with crafted pom poms are made to order and can take up to 7 working days to make in busy periods, however, if you require an urgent order delivery please email us at info@forest-fox.com we may be able to organise this for you.

We use Royal Mail, My Hermes & Parcel Force.

UK Signed For £3.50, which take approx 1-2 working days from leaving Fox HQ.

Channel Islands £12.00 per package. Approx delivery 3-5 working days from leaving Fox HQ.

Orders to Ireland
Signed For Courier approx 3-7 working days £10.00 / €12.00 (price based on one-two baskets per package)

Please note, for three or more baskets, please contact us at info@forest-fox.com prior to placing your order so that we can email and confirm increased postage costs. Unfortunately we are unable to refund the postage costs for returning your item.

We will keep you updated as we process your order, and will inform you by email if any products are unavailable or if there is a delay to delivery time. Please allow extra order / delivery time during and around busy holidays (e.g. Christmas, Easter) 

 

Does Forest Fox offer international shipping?

Currently we deliver to the UK Mainland, Channel Islands and Ireland, however we are hoping to increase our shipping destinations internationally in the near future.

 

When will I receive my Forest Fox order?

Forest Fox aims to deliver orders within 7 working days. All orders are allocated their own unique tracking details that we will send to you.

 

I haven’t received my order?

Please do get in touch on +44 (0)7394237531 or email us at info@forest-fox.com.

 

What is your returns policy?

There is a lot of love that goes into a Forest Fox basket. All our baskets are lovingly handmade by artisans in Vietnam, all pom poms are created, coiffured and fluffed at Forest Fox HQ in Suffolk, however, if for any reason you change your mind and decide to return the item, we offer a 14 day return policy, from when you have received your order. Unfortunately we will not be able to offer you a refund or exchange after this 14 day period. In addition we cannot offer a refund on custom or personalised orders.

For a return, please email info@forest-fox.com for a returns form. All return items must be returned back  in a saleable condition and with their original packaging. The cost of return postage is the buyers responsibility.

Please return all items to:
Forest Fox Limited 
442, London Road South 
Lowestoft 
Suffolk 
NR33 0LB, UK

 Refunds 

Once your seagrass basket is returned safely to the address above, we will issue you a return. In addition, we will contact you if there is an issue with your return.

Please allow approximately 2-7 working days for the funds to be processed and  transferred back into your account (credit/debit card etc) 


Please note if you purchased seagrass baskets using a special discount code/offer this will be deducted from the original price and you will be refunded the cost you purchased the baskets for.

 

Exchanges 

Please email: info@forest-fox.com regarding an exchange or replacement if the item is in stock. If not we will offer a refund. 

 

What if your basket is delivered damaged or is faulty?

Each Forest Fox belly basket is unique, for this reason, there may be a slight size and colour variation. Our baskets are 100% natural seagrass and may flake a little as it expands, flexes. Spray painted baskets need to be handled with care. 

Our baskets are packaged up securely to avoid any damages on their journey to you however, on a rare occasion they can be damaged in the post and we do apologise for any inconvenience this may cause you.

If you receive your order damaged please contact us immediately within 48 hours of receipt of delivery via email at info@forest-fox.com along with a photo of the damaged item and we can discuss exchange/replacement or a full refund option. If we are not notified within this timeline then damaged items will not be refunded and a credit note maybe issued.