Can I return my order?

Once you have received your order, you can notify us of your intention to return it within 14 days. Your intention can be communicated by emailing info@thefoxtale.com. Your intention can also be communicated by sending the free resolution form, but this is not obligatory. If you make use of this option, BrandBiz, Lda. will send you an acknowledgement of receipt of the withdrawal form on a durable medium (e.g. by email) within 24 (twenty-four) hours.

In what situations can I return my order?

In addition to the Customer's right to return the order within 14 days of receipt, the products will be promptly replaced by BrandBiz, Lda. in the event of damage. In the event of a production/packaging error for which BrandBiz, Lda. is responsible, the product may be replaced/returned. In the case of personalized products, BrandBiz, Lda. reserves the right to analyze each case and accept the return or not.

How is the return made?

Payments made by the Customer will be refunded using the same means of payment used in the initial transaction. Alternatively, the Customer may expressly indicate that they wish the refund to be made by another means, which will not entail any costs for them. In particular, with a view to speeding up the refund process, the Customer may indicate the details of the bank account (IBAN and respective holder) to which they wish the refund to be made.

Do I have to pay to return my order?

If the return is due to a processing error, BrandBiz, Lda. will be responsible and the order will be collected, borne by the company itself. Collection takes place at a place and date to be agreed - the time being determined by the carrier itself. If the return is due to a reason beyond BrandBiz, Lda's control, the customer will have to pay for the return via a carrier. For more information on how to make a return, please contact us at info@thefoxtale.com. In both cases, the order must be properly sealed so that it can be handled by the carrier responsible for the return. When any product sold by BrandBiz, Lda. is damaged and the customer wishes to make a claim for this reason, they must send a photograph as proof and keep the damaged product(s) for return. If the damaged products are not returned, the new exchange product will not be sent. BrandBiz, Lda. will not exchange glasses if they are sent to addresses outside mainland Portugal. In the case of a damaged product, BrandBiz, Lda. will not send it back for replacement. BrandBiz, Lda. guarantees the utmost care and safety in the preparation of all orders and, for this reason, is not responsible for damage caused by the transportation of products.

Can I cancel my order?

In the event of cancellation at the customer's option, without any fault on the part of the seller, the following rules apply: 1 - The customer can cancel the order and will receive the full amount if they cancel within one hour of paying for the order; 2 - After this period, the customer will have to pay shipping costs, even if the value of the order is included in the purchase price; 3 - If the customer decides they no longer want the order when it is already in their possession, without there being any damage to it or a delay of more than 2 days in delivery, they are responsible for paying the return and shipping costs. In this case, you will be refunded the full amount you paid, minus the shipping and return postage. For more information on the consumer's right to free resolution, please refer to Decree-Law no. 24/2014, of February 14.