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Customer support / FAQ
1 Orders
1.1 Can I change my size or cancel my order after it has been placed?

Please email our customer care team as soon as possible! Our team work very swiftly to ensure your order is packed and shipped out to you as soon as possible, so we cannot guarantee your required changes will be applied. Nevertheless, we will do our very best to try and accommodate your request. Kindly note that we cannot swap items to a different style.

1.2 I accidentally entered the incorrect shipping address – can you change it for me?

Please contact us immediately with your correct address. If your order has not yet been shipped we may be able to amend your shipping label accordingly, however if your order has already been packed and/or dispatched then we sadly cannot make any changes for you.

1.3 What currency are your prices in?

All of our prices on our website are listed in Australian dollars (AUD) and are inclusive of GST.

1.4 What payment methods do you accept?

We accept Visa, MasterCard, Amex and Afterpay as valid payment methods on our website.

2 Shipping
2.1 I still haven’t received my order! What should I do?

Please check your tracking information that was emailed to you prior to reaching out to us. 

If you have any troubles with the delivery of your parcel or the order has far exceeded the estimated delivery time frame, please email us so we can investigate further for you.

2.2 When will I receive my order?

If you place an order before 10AM AEST on any business day then it will generally be shipped the following business day. Please allow 2-3 business days for delivery. Delivery is taking longer at the moment due to increased demand through Covid. 
Please note our couriers do not operate on weekends or public holidays. For example, if you place an order before 10AM AEST on Friday, then it will be shipped the following Monday.

3 Sizing
3.1 What sizing are your items in?

All of our products are listed in Australian sizing. Please see our sizing chart here if you require a sizing conversion. If you are still unsure about your size, please be sure to email our customer care team – we will do our best to ensure you find your perfect fit!

3.2 Are your garments true to size?

Please note that as we stock a variety of clothes from different suppliers, our garments will not be exact to our size guide. Sizing may also depend on style, material and fit.

Most of our products have the approximate flat front measurements listed in the description to help you decide which size to go for. Using our flat front measurements, when doubled, should be a few centimeters more than your actual bust and waist measurement (depending on desired fit and garment stretch).

4 Gift Registry
4.1 How do I create a Gift Registry?

To create a new gift registry, login to your customer account on the Fox & Willow online store.  Once logged in, in the account menu you should see a link for “My Gift Registries”.  Click that, then on the page that loads, click “Create a New Registry” button.

In the form that loads, fill in the following fields:

  1. Registry Name: Title the registry as you like.  This will show as the registry’s name to anyone looking for the registry.
  2.  Active: Check this box to make the registry active (will show in search results if Public).  Leave unchecked to have the registry be inactive (won’t show in search results).
  3. Public or Private: Determine if you want this registry to be public (available to anyone, shows in search results when searching registries) or private.  Private registries do not show up in search results and require a special key (URL link provided after saving registry as private) to view.
  4. Registry Type: Determines the type of the registry this is.  Baby Shower type has a special fields for baby info, but all other types have the same fields.  Type can be used when searching for a registry.  The options displayed here can be controlled by the “Registry Type Options” setting in the app’s Settings tab.
  5. Event Name: Enter a name for the event this registry is for.
  6. Event Date: If event for this registry is occurring on a particular date/time, set that here.  The registry will no longer show to public after the event date has passed.
  7. Event Description: Describe the event this registry is for.
  8. Registrant Name: Your name, or the name of the primary person this registry is created for.
  9. Registrant Email: The email address that should be notified when an item is purchased for this registry.
  10. Co-Registrant Name: Commonly used for spouses name (if wedding or baby shower). If registry type is Baby Shower…
  11. Baby’s Name: name of the baby this shower is for
  12. Baby’s Due Date: date baby is due to be born
  13. Baby’s Gender: select the gender of the baby.  The options displayed here can be controlled by the “Gender Options” setting the app’s Settings tab.
  14. Is first child: check if this is the first child for the registrant.

Once you’ve filled out the required fields, click “Save Changes”.  The registry will be created and you’ll be forwarded to the “Manage” page for the registry.  It’s now time to add items to the registry.

4.2 How do I add items to my Gift Registry?

To add items to a registry, simply browse the catalogue on the online store.  When you find an item you want to add to the registry, click to view the product’s details page.  Just below the “Add to Cart” button will be a link to “Add to My Registry”.  Clicking this will display a couple of fields:

  1. Select a Registry to Add this Item To: Choose the registry you’d like to add this item to.  This field is required as you can have multiple registries setup at the same time.
  2. How many of this item do you want?: Enter the quantity of this item you’d like.  This amount will show up as the “Quantity Wanted” amount on your registry so registry users will know how many of this item you want.

Once you’ve selected the registry and entered the amount you want, click “Add to Selected Registry Now”.  The item will now be listed on the registry you selected.

4.3 How do I manage my Registry?

Need to edit one of your registries?  Simply login to your customer account on the online store, then go to “My Gift Registries” (a link in the account menu).  This will list any registries in your account.  You can delete the registries in the list using the “Delete Registry” button, or click on the registry’s name to edit it.

When editing a registry, you can manage the items assigned under the “Products” tab.  This displays any products you’ve added to this registry.  You can update the quantity wanted for each item (change the quantity, then click outside the field and change will be auto saved), or remove an item from the registry using the “Remove from Registry” button.

To edit a registry’s info, click on the “Details” tab where you can edit any of the fields you first set when creating the registry.

To view a log of items ordered from this registry, click the “Orders” tab.

To view a log of any changes made to this registry, click the “History” tab

5 Returns
5.1 How do I return an item?

To check if you are eligible for a return, please read through our returns policy carefully here.

Please contact the team by email to advise of the return. 

Upon receiving your return, we will issue you an online credit code that you can then use to purchase another size or item that you love!

Please be sure to obtain a tracking number for your return parcel, as we cannot compensate for any returns that are lost in transit.

5.2 Can I return my item for a refund?

We do not offer refunds on any purchases unless the item is deemed faulty. This also applies to purchases made via Afterpay. For items returned due to purposes such as sizing, change of mind, or wrong selection, we will offer an online credit to purchase another item from our website.

5.3 Where is my credit code?

Once your return has been received at our warehouse, please note it will take us 2-4 business days to process your return. An email containing your online credit code will be sent to the same email address used to place your order. Unfortunately the email can sometimes be forwarded to your junk mail folder, so please be sure to check up on this folder in case it has ended up there. If you have any issues locating or using your online credit, please email us so we can assist you.

5.4 Do you offer exchanges?

Unfortunately we cannot process exchanges due to a fast turnover of stock. We recommend returning your original item back to us and using your credit code to reorder the item or size you wish to exchange for.

5.5 Can you hold an item for me while you wait for my return?

Unfortunately, we cannot place items aside for customers. If you have fallen in love with a certain item, we would recommend purchasing it as quickly as possible to avoid any disappointment!   

5.6 I think my item is faulty, what should I do?

Oh no! We do inspect our garments prior to sending these out to our customers to maintain a high standard of quality. However, if on the very rare occasion you do happen to receive a faulty item, please email us right away at [email protected] so we can take the best possible course of action for you. Please be sure to include your order number, the product name and image/s of the fault.

Faulty items do not include those that have already been washed and/or worn by the customer. If damage occurs after the customer has used the product, we cannot accept a return due to fair wear and tear. 

Please note that loose threads are not considered to be a manufacturing fault. This occurs naturally during the manufacturing process and these can easily be cut off without damaging your garment.

6 Contact
6.1 Where are you located?

Online is separate from our Retail store and not all of the online goods are available in store. Likewise we have things in store that we don't have online. Please contact us if you have any sizing or styling queries. 

If you are around Warners Bay in NSW, feel free to drop in and say hi to the Foxy Ladies at 456 The Esplanade, they would love to see you.

6.2 Do you have any storefronts where I can try on clothes?

We have a retail store at 456 The Esplanade, Warners Bay NSW 2282 but not all of the online goods are available in store. Likewise we have things in store that we don't have online. Please contact us if you have any sizing or styling queries

7 Promotions
7.1 General Info

Promotions are not in conjunction with any other offer and not valid when purchasing gift vouchers. Any discount offered via SMS,  Email, Post or given in person are subject to the following conditions. Promotions are only valid during a specified time frame, which will be noted below the offer. Discount offerings are not to be used in conjunction with any other offer. Promo codes are one use per customer and available on full price products only, unless otherwise specified.

8 Gift Cards
8.1 Can I use a Gift Card online?

Unfortunately, at the moment, Gift Cards can only be purchased in store. If you have a Gift Card and would like to use it online, please call us as we will need to process the order manually.

8.2 Gift Card T&C's

Terms & Conditions of use for Fox & Willow, Sweet Baby Fox or Hendrixx Supply Company Gift Cards:

Treat the card like cash.

Defaced, mutilated, altered, lost or stolen cards will not be replaced, refunded or redeemed.

The card is redeemable for merchandise at all Fox & Willow Emporium, Sweet Baby Fox or Hendrixx Supply Company  stores.

Not redeemable for cash and cannot be used for payment of credit or retailer accounts.

Cannot be reloaded, is partially redeemable. Cash will not be given for any unused balance. Unused balance on expiry of the card will not be refunded or cancelled.

Purchases exceeding available balance require difference paid by another method.

Card must be redeemed within 36 months of the date shown on the card. Cards will be void and may not be redeemed after expiry date.

We reserve the right to change any terms contained in these Terms of Use at any time. 

FREE Shipping over $100!
Wear NOW - Pay Later - Afterpay
New styles arriving daily!
Follow us on Facebook and Instagram.