Scroll down for information and answers to frequently asked questions on delivery, returns, sizing, store services, COVID safeguarding, gift vouchers and more.
Scroll down for information and answers to frequently asked questions on delivery, returns, sizing, store services, gift cards and more.
Delivery & 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 (which means 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 24 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.
Is it possible to ship to multiple addresses?
Should you wish to split the goods within your order between multiple addresses, please email email@example.com immediately after completing your purchase. (Please note, you may be asked to pay an additional delivery charge.)
The best way to ensure your goods are dispatched to the correct addresses is to place multiple, separate orders.
Can I change my delivery address once the order is confirmed?
What should I do if my delivery is late?
If your order hasn’t arrived within the anticipated timeframe, please drop us a line at firstname.lastname@example.org and include your order reference number in the message.
Please be aware that sometimes, at busy times of year (in particular the peak Christmas shopping period), Royal Mail services may be subject to delays beyond our control.
Can I track my order?
If you'd like to track the progress of your delivery once it has been dispatched, please email us (no earlier than 12 hours after you receive your dispatch notification email) at email@example.com with your order reference number, and we'll send over your tracking reference number.
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 packaging?
Certain products (for example charm jewellery) include gift packaging as standard; please see individual product pages for full details.
We are working to develop a broader gift wrap offering for all other products; please keep an eye on our e-newsletter for more details.
If you would like to include a gift message with any delivery, please send details to firstname.lastname@example.org immediately after placing your order. Your message will be hand-written on a Busby & Fox card.
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.
Do I need to sign for my order?
No, you wont. While Royal Mail would usually request signatures with some services, they're currently running a contactless delivery scheme. Visit the Royal Mail website for more information on current delivery practices.
Do I need to pay for return delivery?
For information about returning goods purchased via our website, please see 'Returns & cancellations' below.
Do you offer international delivery?
We’re currently delivering to any address within the UK & Ireland. Regrettably, we don’t deliver overseas right now but do hope to in the near future.
What is carbon neutral shipping?
We’ve partnered with EcoCart which allows customers to opt into a carbon-neutral purchase and delivery service.
You can carbon offset both the production and the delivery of your order, and also help fulfil UN sustainable development goals such as creating jobs and education for local communities and fighting poverty.
At checkout, your carbon offset cost will be calculated automatically based on the items in your basket.
Select 'make my order carbon neutral' before payment to opt in.
Please note, all carbon offset payments are non-refundable.
Returns & cancellations
How do I return something I've bought online?
We offer an entirely free returns service using CollectPlus, which allows you to log your return and track its delivery online.
To request a return with CollectPlus, please click here.
To start the return process, you’ll need your email address and order number. You’ll then need to indicate the item/s you’d like to return and select the most appropriate reason for wanting to return your item/s.
Once you’ve submitted your return request, our team will be in touch to confirm the next steps. If your request is approved, you'll receive confirmation and a separate email containing your CollectPlus return address label and details of how to find your nearest drop-off point. You'll also find a link to track your return on its way back to us.
To read our full Returns Policy, please click here.
Please note: Goods purchased online may only be returned according to the process outlined above and not at any Busby & Fox store.
How long do I have to return an item?
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.
Do I need to pay for return delivery?
Returning goods via our standard process (which used CollectPlus for return delivery) is free of charge.
Should you choose to use an alternative postal service, please note that you will bear the direct cost of returning the item and its safe delivery will be your responsibility.
Can I make an exchange?
At present, we are only able to facilitate returns, not exchanges.
If you’d like to order an alternative product – for example, if you need a different size – then you will need to place a new web order. (We suggest that you do this as quickly as possible in order to secure the goods).
What happens if I’ve lost my returns label?
How long does it take to get a refund?
Returns will be processed directly to your original payment method no more than 14 days after the return package is received by us (this usually takes place much sooner in practice.)
Will the original delivery charge be refunded?
If you are returning all items within your order, your refund will include the original delivery charge. If you are returning part of an order, you’ll be refunded the cost of those goods only.
What do I do if I think an item that I’ve purchased is faulty?
Can I cancel my order before it is dispatched?
Where do I find sizing information?
All product pages include sizes and/or dimensions to help you make the right choice, whether you’re buying a dress, a handbag or a candle holder.
We’ve also measured the length of every item of clothing by hand to help you find just the right fit. You'll find these measurements on our product pages, along with useful pointers about the shape and fit of each piece and the size of our models.
For more information about measurements and sizing for clothing and footwear, click here.
Can I speak to someone for product information and advice?
Absolutely – your look is our love and we're always here to help.
Whether you need help finding the right fit, choosing a colour or picking the perfect gift, you can email us at email@example.com for advice.
However you get in touch, we'll always come back to you as quickly as we can.
How do I return a product purchased in-store?
Please liaise directly with the store from which the purchase was made. Contact details can be found here.
You’ll need to provide your original proof of purchase and ensure that you comply with our store returns policy, details of which can be found at the bottom of your sales receipt.
For more information, please speak to your local store or write to us at firstname.lastname@example.org.
How are you safeguarding against COVID?
The safety and wellbeing of our customers and staff is our number one priority.
When allowed to open, we employ easy to follow safe-distancing guidelines inside each of our stores, and allow our team plenty of time to thoroughly refresh and sanitise the shops at the beginning and end of each day.
If you book a private appointment, we’ll carry out a pre-appointment consultation by telephone – not only to find out what you’re hoping to see on the day, but to discuss our safeguarding measures and answer any questions that you may have.
Below are some of the steps that we’re taking to ensure a safe, comfortable and enjoyable experience for all, however you choose to shop:
- The public areas of our shops will be thoroughly cleaned on a regular basis, including (but not limited to) door handles, rails, hangers, payment desk surfaces, card machines, fitting room areas, curtains, tables and chairs.
- Hand sanitiser, face coverings and gloves will be offered to all customers. We ask that visitors make the most of our lovely-smelling sanitiser throughout their time with us; the use of face coverings and gloves will be discussed at the start of private appointments, too (our team are happy to wear them).
- Any staff present will be following hand-washing and sanitising procedures at regular intervals throughout the course of each day.
- We've installed protective screens at our cash desks.
- We’ll be helping everybody to observe the safe distancing rule at all times, with clear floor markings in place across the store to make life easy. We’ve also rearranged our shop fittings and furniture to allow easy accessibility and navigation around the store.
- Clear signage and polite reminders are in place to inform and remind customers and staff of the measures to be observed while on our premises.
- Ahead of private appointments, we’ll prepare individual rails for each customer with freshly-steamed pieces chosen specifically for their style and size.
- Refreshments are limited to pre-bottled cold drinks, which will be sanitised before being handed to customers unopened.
- Back-of-house facilities, including bathrooms, are limited to staff use only.
- Until further notice, we will only be accepting card or contactless payments (no cash, please).
- Customers will be encouraged to receive their payment receipt by email, though printed copies are available for those who prefer.
- Any stock tried on or handled by customers will be quarantined away from the shop floor, and will be thoroughly steamed at high temperature (or safely sanitised) before being re-displayed.
How do I book a private shopping appointment?
Whether you’re looking for a quick fix or a wardrobe overhaul, we’re here to help.
To arrange a one-to-one shopping appointment with an experienced member of our team, please email email@example.com with your telephone number and a date that suits you.
We'll be in touch to confirm a time, and to ask a few questions about what you're looking for so that we’re perfectly prepared with pieces to suit your shopping list.
Depending on local lockdown restrictions at the time of your appointment, your session will take place either in-person or via video call.
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.
How do I find out the balance on my gift card?
To find out how much you’ve left to spend on your gift card please email firstname.lastname@example.org
Where can I read your gift voucher terms and conditions?
Do I need to open an account to place an order online?
You can shop with us without creating an account. However, you have the option at checkout to save your details for next time. Doing so will allow you to:
- Check your order history and payment history
- See the fulfilment status of any live orders and track your delivery (if relevant to your order)
- Update your account address.
I’ve forgotten my password – what do I do?
Can I place my order over the phone?
Certainly – simply give our Kingsbridge store a ring on +44 (0)1548 854 021 during opening hours (see here) and the team will be happy to help.
How do I use an online promo code?
If you’ve received an online promotion or discount code, you’ll need to enter this at checkout.
First, enter your delivery information and select a shipping method.
When you reach the 'Payment' page, look out for the box marked 'Discount'. Enter your promo code and hit 'Apply'.
If you have any problems applying your code, drop us a line at email@example.com and we'll look into it for you.
How do I unsubscribe from your newsletter or update my contact details?
To unsubscribe from our e-newsletter, simply click ‘unsubscribe’ at the bottom of any newsletter that you’ve received from us (these will have been sent from firstname.lastname@example.org).
To update your contact details and/or preferences for e-newsletters, click the ‘preferences’ button at the bottom of the newsletter.
If you’d rather we do this for you, please drop us a line at email@example.com and we’ll reply to confirm when your request has been fulfilled.