Christmas FAQs

Delivery, Gift Wrap & Packaging

What options do I have for delivery?

We offer two delivery services via Royal Mail; you’ll be asked to select your preferred method at checkout.

UK Standard costs £5.95 (unless you spend £150 or more, in which case delivery is on the house*) and UK Express costs £8.95.

The cut-off time for placing an order with UK Express delivery is 12pm on a standard weekday (excluding weekends or Bank Holidays).

It’s not currently possible for you to collect your order from a Busby & Fox store.

During the month of December you can enjoy FREE DELIVERY on all orders over £75.

*This may change from time to time in line with ad hoc promotions.

How long will delivery take?

Orders placed with the UK Standard are sent using the Royal Mail Tracked 48 service and will usually arrive within three working days.

UK Express deliveries are sent using the Royal Mail Tracked Express service and should arrive in one working day provided you order before midday, Monday to Friday. Orders placed after 12pm on weekday – or on a Saturday, Sunday or Bank Holiday – will be dispatched the following working day, so should be delivered on the second working day after the order is placed.

Please be aware that during busy times of year (in particular the peak Christmas shopping period), Royal Mail services may be subject to delays beyond our control.

Can you guarantee delivery before Christmas Day?

All orders placed before the last order dates should arrive before Christmas, however there may be unforeseen postal delays outside of our control. To guarantee you have yours items for a specific date, we recommend ordering as soon as possible.

If you need your urgently we recommend using our UK Express service at checkout.

When are the last order dates for Christmas?

UK Standard:
Monday 20th December

UK Express:
12pm Wednesday 22nd December

Orders received after these cut-off times will still be dispatched as soon as possible but Royal Mail advise they may not arrive before Christmas.

Please note that no orders will be dispatched between 25th-28th December and 1st-3rd January.

What should I do if my delivery is late?

If you order hasn't arrived within the anticipated timeframe, you can use the tracking code provided in your dispatch confirmation email to check Royal Mail for live updates or arrange a redelivery if required. If you need further help, please drop us a line at website@busbyandfox.com and include your name and order reference number in the message.

Please be aware that during busy times of year (in particular the peak Christmas shopping period), Royal Mail services may be subject to delays beyond our control.

What packaging will my order be shipped in?

Orders are hand-wrapped in pretty tissue paper (100% recyclable and made using a high recycled, chlorine-free pulp), packed inside a brown paper mailing bag or brown cardboard box (both 100% recyclable) and sealed with branded masking tape.

Our tissue paper, mailing bags and cardboard boxes as well as our branded tape can all be recycled.

If you are ordering delicate or breakable items, your order may also include extra packaging inside the mailing bag to keep these items safe.

Is it possible to add gift wrap?

Certain products (for example charm jewellery) include gift packaging as standard; please see individual product pages for full details.

Gift wrap can be added to your order at checkout or on product pages for an additional fee.
When selecting gift wrap, you are able to include a gift message with your order. Your message will be hand-written on a Busby & Fox card.

Gift wrapped items will be packaged in tissue paper and a black gift box or luxury black paper.
Items in a gift box are secured with gold ribbon, a gift tag and a Busby & Fox wax seal.
Items wrapped in black paper are secured with gold ribbon, a gift tag and a large gold sticker.

Is it possible to have my order sent with a gift receipt?

Good news – we don’t disclose price information in any deliveries.

Orders are dispatched with a packing list which states the delivery name and address, the billing name and address, and the name and size/colour of the products included in the order.

If you’re shopping for someone else, your name and address will appear under the billing details (which means it’s nice and easy for them to determine who the gift is from) and your recipient’s name and address will appear under the delivery details.


Christmas Opening Hours & Events

Store opening hours

Kingsbridge
Monday to Saturday: 9.30am - 5.30pm

Salcombe
Monday to Saturday: 9.30am - 5.30pm
Sunday: 10.30am - 4.30pm

Totnes
Monday to Saturday: 9.30am - 5.30pm

Truro
Monday to Saturday: 9.30am - 5.30pm

Exeter
Monday to Saturday: 9.30am - 5.30pm
Sundays from 28th November to 19th December: 10.30 - 4.30pm

Henley
Monday to Saturday: 9.30am - 5.30pm
Sunday: 10.30am - 4.30pm

Marlborough
Monday to Saturday: 9.30am - 5.30pm
Sunday: 10.30am - 4.30pm

Christmas store closures

Friday 24th - All stores close at 4pm
Saturday 25th - Closed
Sunday 26th - Closed
Monday 27th - Closed
Tuesday 28th - Closed
Wednesday 29th - Open as usual
Thursday 30th - Open as usual
Friday 31st - All stores close at 4pm
Saturday 1st - Closed
Sunday 2nd - Closed
Monday 3rd - Closed (Kingsbridge, Truro, Totnes)
Open as usual (Salcombe, Exeter, Henley, Marlborough)

Christmas events in store

On Saturdays and Sundays throughout December you can enjoy and mulled wine across our stores.


Gift Cards

Where can I buy a gift card?

Gift Cards are available for purchase in all Busby & Fox stores and via busbyandfox.com. Gift Cards can be used to purchase goods online or at any Busby & Fox store. The balance will be valid for 12 months from the date of purchase.

Can I use a gift card online?

Gift Cards can be used both in store and online.

Do gift cards have an expiry date?

Any gift card balance must be redeemed within 12 months from the date on which the card was originally bought (this date will be marked on the card itself or on your invoice at the time of purchase). Any balance not spent on or before the date of expiry will be forfeited.

Where can I read your gift voucher terms and conditions?

Full gift card terms and conditions can be found here.


Christmas Returns Policy

In store returns

If wish to return anything you bought from our shops, we’ll be happy to offer a refund or exchange providing that:
i) you make the return within 7 days of purchase;
ii) that you present your proof of purchase; and
iii) that the item you’re returning is unworn and in a fully resalable condition, with original tags and packaging intact.

For items returned within 8-14 days from purchase, we are happy to offer an exchange or gift card so long as the above criteria ii) and iii) are met.

If the product returned is not in a fully resalable condition, or if the packaging or tags are damaged, we reserve the right to refuse to issue a credit note or exchange the item, or deduct up to 50% of the original selling price from exchange or gift card value.
In any case, the amount offered by way of a refund, exchange or gift card will be matched to the selling price of the product at the time of the return, not to the original purchase price.

We’re unable to offer returns, exchanges or refunds on earrings, cosmetics, face masks, personal grooming products, personalised goods, made-to-measure/order items or perishable goods (such as flowers).

Please note: In line with the Consumer Rights Act 2015, we are not obliged to offer a refund unless the item in question is found to be faulty or not of saleable quality. None of the above affects your statutory rights.

Online returns

For items purchased online you have 14 days (starting from the date on which your order was delivered) to request a return. Once your request has been approved by our team, you then have a further 14 days to return the item/s to us.

In support of our quest to reduce waste and ensure that every Busby & Fox piece goes to someone who will value and care for it, we ask that you please process and return any unwanted order as quickly as possible.

For more information see our full returns policy.