Delivery & Returns

We pride ourselves on customer service and aim to provide a friendly, fast and efficient experience at every stage of shopping and delivery

We will do everything we can to ensure you are satisfied with your purchase. Just contact us, you will be dealing directly with me Jackie Shackleton-Fox the business owner. Please email at Jackie@shackletonfox.co.uk

Please don’t abuse our returns policy, unfortunately unscrupulous characters do exist. We have put several layers of fail safe security measures in place to identify our items. 

UK Deliveries

When it comes to delivery, you can’t be more careful. We know that each item is unique and irreplaceable which makes them valuable. We handle postage and packaging with the utmost care. Each piece is individually taken into account for its shape, size, fragility and distance of travel in order to find the best type of packaging and mode of transport. However, you can arrange your own transportation, though we must emphasise that we can not take any responsibility for the item once it leaves our premises.

We provide free shipping on all our items within England, Wales and some parts of Scotland. For northern Scotland, Ireland, Isle of Man, Isle of Wight and any other areas outside of mainland UK please contact us for a shipping quotation. We use ParcelForce and Fedex to handle most smaller items and a professional bespoke antiques courier for the large furniture items, who have years of experience handling antique furniture.

 

For sustainability we try to use recycled packaging wherever possible including recycled cardboard and recycled bubble wrap

UK Returns Policy 

General 

Before returning you must contact us first. We understand that occasionally customers wish to return items and we are happy to refund in accordance to our refund policy:

  1. In all cases you must contact us within 48 house hours of receiving your item, please email Jackie@shackletonfox.co.uk in the first instance 
  2. Provide the reason for return and item description 
  3. You will then be supplied with return instructions and return address 
  4. You will be responsible for returning the item back at your own cost, using the original packaging
  5. Item must be returned back to us within 14 days 
  6. Once returned, we will inspected the item and process the refund 

Damaged Returns

We take every precaution to prevent damage during transit. We appreciate your disappointment when the item arrives broken. In the unlikely event that an item has been damaged in transit please sign for item(s) as damaged

  1. Email us Jackie@shackletonfox.co.uk immediately
  2. We will ask you for a statement of the damage and photographs of the damage including the box and packaging
  3. We will arrange a courier to come and collect the item.

The full item(s) sale price is fully insured by us and will be fully refunded to you, provided that damage is noted upon attempted delivery.

Exceptions 

If we have sourced an item for you or provided any bespoke service

 

International Deliveries

Before buying 

In view of the extra time and expense involved with international shipments, we want you to be confident with your purchase and understand the returns policy

We offer a secure and insured air & sea freight shipping service. The greatest care must be taken when transporting antiques long distances, so we use a trusted company who has been delivering our antiques safely for years. All you have to do is let us know your address and we will obtain a quote for you. Of course you can organise your own courier service if that suits you better, though we must emphasise that we can not take any responsibility for the item once it leaves our premises. If you wish to take this option, please let us know at the time of purchase.

International Returns Policy

General 

Before returning you must contact us first. We understand that occasionally customers wish to return items and we are happy to refund in accordance to our refund policy:

  1. In all cases you must contact us within 48 house hours of receiving your item, please email Jackie@shackletonfox.co.uk in the first instance 
  2. Provide the reason for return and item description 
  3. You will then be supplied with return instructions and return address 
  4. You will be responsible for returning the item back at your own cost, using the original packaging
  5. Item must be returned back to us within 14 days 
  6. Once returned, we will inspected the item and process the refund 

Damaged Returns 

We take every precaution to prevent damage during transit. We appreciate your disappointment when the item arrives broken. In the unlikely event that an item has been damaged in transit please sign for item(s) as damaged

  1. Email us Jackie@shackletonfox.co.uk immediately
  2. We will ask you for a statement of the damage and photographs of the damage including the box and packaging
  3. We will arrange a courier to come and collect the item

The full item(s) sale price is fully insured by us and will be fully refunded to you, provided that damage is noted upon attempted delivery.

Failure or Refusal to pay Import Duties

We will not accept for an item you have failed, or have decided not to pay these amounts. We will have no liability to refund your purchase price or shipping costs.