Terms of service

Last updated: 4 October 2026

1. About us

This website is run by Fenn & Folk. You can contact us by emailing hello@fennandfolk.com. These terms explain how we sell to you through www.fennandfolk.com. Please read them before you order. If you're a consumer, nothing in these terms affects your legal rights.

2. Your order

When you place an order, we'll email you to say we've received it. Our contract with you starts when we email to confirm your order has been dispatched. If we can't accept your order, for example because an item is out of stock or there's an obvious pricing error, we'll let you know and won't charge you, or we'll refund you in full if you've already paid.

3. Prices and payment

Prices are shown in pounds sterling. Delivery costs are worked out at checkout and shown before you pay. We take payment when you place your order. If we find a price was clearly wrong, we'll contact you before sending anything.

4. Delivery

We deliver to addresses in the United Kingdom. Our products are sent directly from the British brands who make them, so an order with items from more than one brand may arrive in separate parcels. You'll find more detail in our shipping policy. Items are your responsibility once they've been delivered to you or to someone you've nominated.

5. Changing your mind

You can cancel your order within 14 days of the day it arrives, for any reason. Our refund policy explains how to return items and when you'll be refunded.

6. Faulty items

Everything we sell should be as described, of satisfactory quality and fit for purpose. If something isn't, get in touch and we'll put it right with a refund, repair or replacement, in line with your rights under the Consumer Rights Act 2015.

7. About our products

We try to show our products as accurately as we can, but colours can look a little different on screen, and sizes and measurements are approximate. Please follow the care and safety guidance supplied with each item, particularly for hot water bottles.

8. Our responsibility to you

If we break these terms, we're responsible for loss or damage you suffer that is a foreseeable result of that. We don't exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for your rights as a consumer. We sell to customers for their own private use, so we aren't responsible for any business losses.

9. Things outside our control

If something outside our control delays or prevents an order, such as severe weather or a problem with a courier, we'll let you know as soon as we can. If the delay is likely to be long, you can cancel and we'll refund you for anything you've paid for but haven't received.

10. Using our website

The text, photos and design on this website belong to us or the people we work with. Please don't copy or reuse them without our permission. We may update the website or these terms from time to time, and the version shown when you order is the one that applies to your order.

11. Your personal information

We only use your personal information as set out in our privacy policy.

12. Law and disputes

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or if you live in Scotland or Northern Ireland, in the courts there. If you have a problem, please email us first at hello@fennandfolk.com and we'll do our best to sort it out.