CHRISTMAS FAQ'S

DELIVERY & PACKAGING

What are my delivery options?

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 £100 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.

*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 note all advertised delivery times are for guidance only. During busy periods of the year (in particular peak Christmas shopping periods) Royal Mail services may be subjects to delays beyond our control. Due to Royal Mail industrial action, there may also be additional delays outside of 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 order urgently we recommend using our UK Express service at checkout

When are the last order dates for Christmas?

UK Standard:
Monday 19th December

UK Express:
12pm Wednesday 21st December

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

Please note that no orders will be dispatched between 24th-27th December.
Normal delivery times will resume on January 3rd.

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 hello@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 some jewellery) includes gift packaging as standard. Please see individual products for full details.

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

Totnes
Monday to Saturday: 9.30am - 5.30pm

Truro
Monday to Saturday: 9.30am - 5.30pm

Exeter
Monday to Saturday: 9.30am - 5.30pm

Henley
Monday to Saturday: 9.30am - 5.30pm
Sunday: 11am - 4pm

Marlborough
Monday to Saturday: 9.30am - 5.30pm
Sunday: 11am - 4pm

Christmas store closures

Saturday 24th - 9am - 4pm
Sunday 25th - Closed
Monday 26th - Closed
Tuesday 27th - Closed
Wednesday 28th - Open as usual
Thursday 29th - Open as usual
Friday 30th - Open as usual
Saturday 31st - 9.30am - 4pm
Sunday 1st - Closed
Monday 2nd - Closed
Tuesday 3rd - Regular opening hours resume

Christmas events & late night shopping

Exeter

Saturday 26th November - Late night shopping until 8pm
Thursday 8th December - Late night shopping until 8pm
Thursday 15th December - Festive shopping evening with Emma until 8pm
Thursday 22nd December - Late night shopping until 8pm

Henley

Friday 25th November - Late night shopping until 9pm
Wednesday 7th December - Festive shopping evening with Emma until 8pm

Kingsbridge

Tuesday 29th November - Festive shopping evening with Emma until 8pm

Marlborough

Friday 18th November - Late night shopping until 7.30pm
Thursday 8th December - Festive shopping evening with Emma until 8pm

Totnes

Saturday 26th November - Late night shopping until 7pm
Tuesday 6th December - Late night shopping until 9pm
Tuesday 13th December - Late night shopping until 9pm
Tuesday 20th December - Late night shopping until 9pm

Truro

Friday 18th November - Late night shopping until 8pm
Wednesday 23rd November - Late night shopping until 8pm
Wednesday 30th November - Festive shopping evening with Emma until 8pm
Wednesday 7th December - Late night shopping until 8pm
Wednesday 14th December - Late night shopping until 8pm
Wednesday 21st December - Late night shopping until 8pm


GIFT CARDS

Where can I buy a gift card?

Gift Cards are available for purchase in all Busby & Fox stores and E-Gift cards can be purchased 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 and E-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

In addition to our standard returns policy, items purchased in-store between 16th November and 24th December 2022 can be returned or exchanged under the following conditions:

  • Returned in store for a full refund within 28 days of purchase
  • Returned in-store for an exchange or gift card until 14th January 2023  

 

You will be required to present proof of purchase and all items must be unworn and in fully resalable condition with original tags and packaging intact.

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 see full in-store return policy here.

Online returns

In addition to our standard returns policy, items purchased online between 16th November and 24th December 2022 can be returned or exchanged under the following conditions:

  • Returned in-store or via the online returns platform for a full refund within 28 days of purchase
  • Returned in-store for an exchange or gift card until 14th January 2023  
  • Returned via post for an exchange or gift card until 14th January 2023. To arrange a postal exchange please contact hello@busbyandfox.com with your order number and product details.

 

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 see full online return policy here.