Refunds & Returns

Contact us

For a cancellation, return, damaged item or missing parcel, use our contact form or email orders@tinyfoxhole.com with your order number. Please wait for our return instructions before sending an item; the registered office in Hong Kong is not automatically the return warehouse.

Cancellation before dispatch

You may ask us to cancel an order that has not yet been dispatched. We will confirm the cancellation and return the amount paid for the cancelled items using the original payment method, subject to any mandatory rights and payment-provider processing times. If a dispatch has already occurred, the return rules below apply.

Change-of-mind returns

For ordinary toys chosen from our catalogue, you may tell us that you wish to return the item within 14 calendar days after you receive it. We will give you return instructions. Please send it back within 14 calendar days of telling us and handle it only as needed to inspect it. Please package it safely. You normally pay the direct cost of a change-of-mind return unless applicable law requires otherwise. We will refund the eligible amount to the original payment method within the time required by applicable law; where the law allows, we may wait until we receive the item or evidence that it was sent back. Any original standard-delivery charge will be refunded when the law requires it.

Made-to-order does not automatically mean personalised

An ordinary catalogue toy is not treated as non-returnable just because we make it after the sales window closes. A specific item made to your individually agreed specifications may be subject to a lawful exception from change-of-mind returns, but we will identify that exception clearly before you pay. This does not affect your rights if the item is defective, incorrect or not delivered.

Damaged, defective or incorrect items

If a product arrives damaged, is defective or is materially different from what you ordered, contact us as soon as reasonably possible. Photos and packaging details can help us investigate, but we will not reject a valid claim solely because the original packaging is unavailable. We will arrange an appropriate repair, replacement or refund, and cover return costs where required by applicable law. Do not send an item to an address until we confirm the correct return route.

Undelivered items

Please tell us if tracking stalls or delivery is not confirmed. We will investigate with the carrier. If the parcel is lost or cannot be delivered, we will offer a replacement or refund as required by applicable law. The Shipping & Delivery page explains the 90-day investigation milestone.

How refunds are made

Approved refunds are initiated to the original payment method unless another lawful arrangement is expressly agreed. We will tell you when the refund is initiated. Your bank or payment provider may need additional time to display it. Nothing in this policy reduces rights that cannot be excluded under the law that applies to your purchase.