Returns, Refunds & Exchanges
Can I return an item?
You are more than welcome to return any eligible item for a full refund as long as the item has been unworn and all include all attachments, if applicable.
You need to inform us of this return within 14 calendar days of delivery to you. You can complete the form above to inform us of your return. Kindly pack the item for safe transportation and inform your local courier to send it to us at the address provided above.
Once we receive the item it will be inspected and if approved a refund will be processed within 10 business days and should reflect in your account within 12 business days. Given the current Covid-19 conditions, we isolate all returns for 3 calendar days in the interest of our health before opening it for inspection. Kindly note that shipping fees will not be refunded. This includes both standard and free shipping rates that will be deducted at a standard rate of R75 from the refund value.
Please ensure to obtain a tracking/waybill number as we cannot be held liable for any parcel that did not reach us. We will be unable to refund any parcel we did not receive back.
Can I return discounted items?
Any eligible item that has been bought with any form of discount is only available for exchange only. Discounts may include any item bought on sale or through any form of discounted code or special offer.
You are welcome to exchange the product as long as we are informed of your decision to do so within 30 calendar days of delivery to you and as long as the item is unworn, unused and/or in the same original condition and/or packaging as it was delivered to you.
Kindly note that standard shipping fees of R75 will apply regardless of order value.
Are any products excluded from returns?
Some products are not eligible for refunds or exchanges. This includes clothing items or any product that have been worn or used.
For personal hygiene reasons, we do not accept exchanges or returns on any underwear.
Any beauty or health product will only be accepted for returns in the event that the seal has not been broken and that it is still in the original sealed container/box as delivered to you and is in no way damaged.
If unsure, view the item’s eligibility for returns on the product specific page.
Items that were bought on any form of sale or discounted price are only valid for exchanges as long as it is not one of the items mentioned above.
How do I inform you of a return?
Please be so kind as to fill in the returns form HERE. You will need to inform us of your decision to return any item for refund within 14 calendar days of delivery to you or any exchanges within 30 calendar days of delivery to you.
Please ensure that the item is eligible for return and or exchange and that you inform us of your reason for return.
Please allow 1-2 business days for feedback once the form has been submitted.
Can you suggest a courier to use?
We only accept courier deliveries straight to our door and do not collect parcels from other points. So be sure to use a courier that does this. Services such as Postnet and Pep Paxi are therefore excluded as options.
In the event that you do not have a courier of your own, we can suggest you use The Courier Guy cash option, Aramex at Pick ‘n Pay or DSV prepaid boxes available at Engen.
If you prefer, we can arrange a collection with our The Courier Guy account and deduct fees from your refund/exchange.
Can you arrange the return courier for me?
Yes, we can arrange a return collection with The Courier Guy on our account. The fees will still be your accountability and will be deducted from your refund or will be payable prior to an exchange. We will treat each collection on an individual basis and give you the options available. This may mean that your return courier fees may be less or more than our standard shipping fees as it is based on your specific location.
We will only initiate the collection once we have written confirmation from you on the charges. If we arrange collection you still remain responsible for any damage in transit.
We will arrange that a courier bag is provided.
Can I send a return to be collected at another point?
We do not collect returns and as such services similar to Postnet and Pep Paxi are excluded as we try to minimise both turnaround time to process an exchange or return and we have young members of the family that we do not wish to unnecessarily risk exposure to the current Covi-19 conditions.
Perhaps consider come of the suggestions for other courier partners contained in this document.
Do you accept COD returns?
Couriers that are sent for cash or any form of payment by us in order to accept the parcel, will be rejected and returned to sender. You will remain liable to conclude the return in the set timeframe as indicated in this document. We will not be held liable for any rejected return that is lost or damaged in transit.
Perhaps consider some of the suggestions for other courier partners contained in this document.
How do I prepare a return or exchange?
Given the current Covid-19 circumstances we ask you to take extra special care when preparing any item that has to make its way back to us.
Only send items back to us in the event that you do not have Covid-19 or do not have any symptoms related to Covid-19 or do not in any way suspect that you have Covid-19. In the event that you think you may have Covid-19 or if you are confirmed to have Covid-19, please inform us immediately to find an alternative solution.
Ensure that your item is eligible for return or exchange and that we have been informed of your pending parcel.
Before handling any item, we ask you to ensure that your hands are clean by washing with soap and water for at least 20 seconds or to use hand sanitiser to disinfect your hands. Inspect the item to ensure that any swing tags and/or any attachments that were on the garment is still there and that if the item was delivered to you with a seal and/box that the seal is unbroken and that the box is sealed and in the same condition and undamaged as delivered to you.
Ensure the item is packaged for safe travelling so that the item will not be damaged in transit as we cannot be held liable for any damages during transit with couriers. Place the item in a plastic bag and seal it with box tape or Sellotape. Spritz the plastic covering with disinfectant or sanitiser for safe handling.
If you have arranged the courier, place inside the courier bag and inform them to collect your parcel. If you have requested us to assist with a courier, we will arrange that a courier bag be provided.
Keep the waybill number or tracking reference number safe for easy reference. If the parcel gets lost in transit and you do not have a tracking/reference number then we will not be able handle your exchange.
In dealing with the courier ensure that you:
- Wash your hands with soap and water for 20 seconds or more OR clean our hands with hand sanitiser
- Be sure to cover your mouth and nose with a face mask before opening the door
- Maintain a 2 meter distance from the courier delivery person
- You may instruct the courier person to collect the parcel at a safe spot that you may indicate to them
- Rewash your hands with soap and water for 20 seconds or more OR clean our hands with hand sanitiser
- Refrain from touching your mouth, nose or face during and after the collection process
Can I return an item if I currently have Covid-19?
We have updated our returns request form to include any health concerns including the current Covid-19.
This means that every garment that we receive is handled extra cautionary and strict sanitisation protocols are followed for accepting the parcel from the courier and each garment that is returned is isolated for 2 weeks and steamed on arrival and again after 2 weeks.
We treat every return as if it could possibly contain the virus, but ask you to honestly inform us if you are positive or suspect you may have Covid-19 so that we can be super extra careful and rather extend the returns timeframe for the safety of all parties involved.
You are still liable to inform us of your decision to return or exchange an item in the same timelines as indicated in this document. However we will extend the physical return timelines so that you can do it once cleared by a test.
This means that every garment that we receive is handled extra cautionary and strict sanitisation protocols are followed for accepting the parcel from the courier and when unboxing it to inspect. We only unbox the garment for inspection after it has been isolated for a minimum of 3 calendar days and packaging has been sanitised on collection and before opening it.
We take this very seriously as we have a family which consists of a small toddler, a lockdown baby and parents with comorbidities to consider.
When will I receive my refund?
Given the current Covid-19 conditions, our timelines have been adjusted so that we can process all returns in a safe environment.
This means that a return is isolated 3 days before inspecting it. If we are happy with the condition of the return your refund will be processed within 10 business days of receiving the item back.
Please allow 1-2 business days for the money to reflect in your bank account.
Thank you for understanding that even though we would love to do this quicker, we need to be extra cautious during this time.
I received a defective or damaged item, what now?
If an item has been delivered damaged or defective in any way, kindly inform us within 7 days of delivery to you and include a detailed description of the issue before sending the item back.
We may request pictures to understand the circumstances surrounding the damage/defect and we request your support on this.
Whilst we pride ourselves on speedy feedback, please allow 5-10 business days to investigate the matter and provide feedback to you.
In the event that it is determined that the item was damaged/defective/faulty by no fault if your own we will be happy to replace and/or exchange the item at no expense to you. We will arrange a courier to collect any damaged/defective or faulty item.
Foxy Mama will treat each query on a case by case basis. Foxy Mama reserves the right to make a decision based on the available information. This decision will be at the sole discretion of Foxy Mama and no debate will be entered into. The decision may or may not include penalties based on each unique circumstances. No refunds or exchanges will be processed until such time as we are satisfied that we have a full understanding of the circumstances surrounding the damage.
Can I cancel an order prior to delivery?
You are more than welcome to cancel your order at any time during the process. In the event that an order is cancelled before arriving at your provided address we will do our best to refund you. However where an order has already incurred shipping costs, we will not be able to refund the shipping cost to you.
A cancellation fee of 7% will apply and will be deducted from your refund. This fee is to cover non-refundable expenses incurred relating to the transaction. This 7% will be calculated on the full order value including shipping costs if applicable.
A refund will be processed against the card used to make the transaction. Please inform us of your decision to cancel an order as soon as possible. If you are eligible for a refund as outlined above, it will be processed within 10 business days of notifying us. You will receive a confirmation e-mail from us that your refund has been processed. Kindly allow 1-2 business days for the payment to reflect in your bank account.