Delivery Times / FAQ's
All our Umbrellas are made to order, we do not carry stock of pre-made umbrellas.
How long will my order take?
Standard Orders: We will normally dispatch your order to you in 5 to 7 working days
Engraving: If you have selected engraving on your order, the order should be dispatched within 7 to 12 working days.
Bespoke Orders (Bespoke sections): Depending on the options chosen please allow between 12 to 17 working days for dispatch.
If at all possible we will dispatch your order sooner if it is ready.
Working days are defined as Monday to Friday and exclude bank holidays or Christmas periods.
How long does delivery take?
1-2 working days for UK orders (usually).
3-7 working days for overseas orders, depending which part of the world you are located in.
Do I need to be in and sign for my delivery?
YES. We use a courier service (usually TNT or DHL) that will require a signature when the item is delivered. If you are not in the courier should leave a contact card for you to arrange a different day for delivery.
Can my order be sent to a different address to my billing address?
YES. You can select the delivery address when you checkout.
How will I know my goods have been dispatched?
You will receive an email from us stating we have dispatched your order (as long as your email address is valid). Please check your junk mail in case the email goes astray.
Overseas orders will receive an email containing a tracking number. UK orders will not receive a tracking number.
What to do if the box turns up damaged?
If the box turns up damaged please note this with the delivery driver on the paperwork or electronic device, the parcel should be checked to see if any damage has occurred to the umbrella. If the umbrella is damaged write this on the drivers paperwork or on the signature screen or refuse the delivery altogether.
You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
Customs and Duties, will I need to pay any additional charges?
On occasion, customs at random will select a parcel for inspection. You may be required to pay import duty/tax or inspections charges if you are purchasing from overseas. Depending on your specific country's import laws and procedures TNT/DHL may require you to fill out additional paperwork to enable the delivery of your goods. We ship our umbrellas all over the world and very rarely have issues with importation of goods, but if there is an issue we will do our best to help advise you. Be aware you will be responsible for any specific duties payable once the parcel reaches its destination country.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges or repeated failed deliveries. If a parcel is returned to us due to repeated failed deliveries or unpaid custom charges, you will be charged for another delivery.
Is my box recyclable?
YES. Please recycle the box or keep it in case you ever need to return the umbrella for service or repairs that may be required.
Can I return my umbrella?
NO, unfortunately we do not operate a returns policy as all our umbrellas are made to order. Please visit the Terms & Conditions page for more information.
But what if the umbrella is faulty?
This would be very rare, but, If we have sent you an umbrella that you believe is faulty please contact us within 7 days. We will ask you to email some pictures of the fault in question. If the product is faulty we will rectify this for you under our manufacturers guarantee. Please visit the Terms & Conditions page for more information.
How should I care for my umbrella?
When you receive your umbrella the care guide is printed on the back of the packing list. If you wish to learn how to roll an umbrella please visit: http://www.foxumbrellas.com/index.php/faqs/umbrella-care-guide
For instructional videos and a copy of the care guide.
I have another question not listed here, who can I contact?
Please email us using the CONTACT US tab at the top of the screen or call us on 020 8662 0022 and someone will be happy to answer your questions.
Our terms and conditions need to be agreed to before placing an order.
You will be required to agree to our terms and conditions when you checkout.