If something you bought from Fern Trail Market is not right for you, you can send it back within 30 days from delivery and get your money back. This page explains how.
1. The Return Window
Your 30 days begin on the day the order is delivered to you, not the day you placed it.
2. What Can Be Returned
Opened and unopened products are both eligible for return and refund. An item does not have to be unused, unworn or still boxed in its original packaging to qualify. Carrying a tote to the market once, or wearing a hat for an afternoon to see how it sits, makes no difference.
All we ask for is proof that you bought it, such as the order number or the confirmation email.
This covers everything we sell. We do not offer personalised, engraved or made-to-order goods, or gift cards.
3. Starting a Return
Get in touch at support@ferntrailmarket.com or on +1 866 402 9907. Tell us the order number and which item is coming back; a reason is welcome but not required. Within 3 business days you will have an RMA (Return Merchandise Authorisation) number from us, along with the return address.
Wrap the item so it survives the trip, and write the RMA number large on the parcel. Parcels that turn up with no RMA number can be refused or slowed down. Paying a little extra for tracked postage is worth it.
4. When and How You Are Refunded
Once the parcel is with us, we match the item to your order and send an email confirming the refund. Within 5–10 business days, the amount is credited back to the card or account you used. Banks and card issuers sometimes take a few more days to post it.
Opened or worn, the refund is the full price you paid, exactly as for an item that was never unwrapped.
5. Swapping for Something Else
If you would rather have a different item at the same price or less, tell us when you get in touch. We post the new item at no charge once your return reaches us. If the item you want has sold out, we refund you in full instead.
6. Who Pays Return Postage
If you are returning something because you changed your mind, you pay the return postage, and that cost is not refunded.
If we sent the wrong item, or it arrived damaged or faulty, the return postage is ours to pay. We send a prepaid return label by email, and in some cases we let you keep the item.
7. Damaged, Faulty or Wrong Items
Let us know within 48 hours of the parcel arriving. Include the order number, a line or two on what is wrong, and photos that show the item and the box or bag it came in. You then choose between a replacement and a full refund, and any shipping charge comes back to you too.
8. Refund Not Showing Yet
If we have confirmed your refund but it has not appeared yet:
- Look at your statement again, since refunds can take several business days to show.
- Ask your bank or card issuer whether a credit is pending.
- Still missing 15 business days after we confirmed it? Contact support@ferntrailmarket.com or +1 866 402 9907 and we will trace the payment.
9. Contact Us Before Disputing a Charge
Please contact us before you file any dispute or chargeback through your bank. A bank dispute usually takes between 30 and 90 days to resolve, and your refund is held up for all of that time. We can normally put things right within a day.
Our support inbox is support@ferntrailmarket.com, and the phone line is +1 866 402 9907, open Monday – Friday, 9:00 AM – 6:00 PM EST.
10. Contact
BIRCH SHOP LTD, trading as Fern Trail Market
Registered office: 3rd Floor Suite, 207 Regent Street, London, W1B 3HH, United Kingdom
Company number 17531695, registered in England and Wales
Email: support@ferntrailmarket.com
Phone: +1 866 402 9907
Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
We reply within one business day.