FAQs

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

UK Standard costs £5.95 (unless you spend £85 or more, in which case delivery is on the house*) and UK Express costs £8.95.

Orders placed before 12pm, Monday to Friday, with UK Express delivery (excluding Bank Holidays) will be dispatched the same day.

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.

Orders placed with UK Standard are sent via Royal Mail Tracked 48 and usually arrive within three working days.

UK Express deliveries are sent via Royal Mail Tracked 24 Express or DPD Next Day, depending on the postal address, and should arrive within one working day from dispatch. Orders placed after 12pm on weekdays, or on a Saturday, Sunday or Bank Holiday, will be dispatched the following working day and should be delivered on the second working day after the order is placed.

To order items to different addresses, you will need to place multiple, separate orders.

To get your items to you as quickly as possible, our team processes orders straight away. This means we can't always change a delivery address or amend an order once it's been placed.

If you’ve made a mistake and need to amend your delivery address, please email hello@busbyandfox.com immediately after completing your purchase and include the correct address. If the order hasn't been processed yet, we will do our best to update the address, but this cannot be guaranteed.

If your order hasn’t arrived within the expected timeframe, please contact us at hello@busbyandfox.com and include your order reference number in your message.

Please be aware that during busy periods (notably the peak Christmas shopping period and around Bank Holidays), postal services may experience delays beyond our control.

You can track your order via the tracking link provided in your dispatch confirmation email.

If your order has been dispatched and you can't find your tracking link, please email us at hello@busbyandfox.com with your order reference number.

We currently offer free UK returns on all orders.

Please find more information in the Returns and Exchange section below.

We don’t currently deliver outside of the UK.

No, you can shop with us without creating an account, but if you do save your details, it will make shopping with us next time even more effortless, allowing you to:

• Check your order and payment history
• See the status of any live orders and track your delivery
• Update your account details

All online promotion or discount codes need to be entered at checkout.

First, enter your delivery information and then select a delivery method.
In the order summary, look out for the box marked ‘Discount code or gift card’.
Enter your promo code and click ‘Apply’.

If you have any problems applying your code, drop us a line at hello@busbyandfox.com, and we'll be happy to look into it for you.

Please check that the code hasn't expired and that the items in your basket aren't excluded from the promotion. If the code is valid, please email us the code and the items you'd like to purchase, and we'll look into this for you.

An order confirmation will be sent out shortly after you place your order. If you have not received one, it may be due to an error in your email address or an incomplete order. The confirmation email may also be in your spam or junk folder.

If you can’t find your order confirmation, please contact us with your name, delivery address and order date, and we'll be happy to help.

Orders are hand-wrapped in 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 include additional packaging inside the mailing bag to keep them safe.

All our items are wrapped in tissue paper, but we don't currently offer additional gift wrap.

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

Orders are dispatched with a packing list that includes the delivery name and address, the billing name and address, and the product names and sizes/colours.

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

Absolutely. You can check store availability on any individual product page, then call a store with the item available during opening hours (see here). Our in-store team will be happy to help place an order over the phone for delivery within the UK.

Orders placed online can be returned via the following methods:

• Returned or exchanged in a Busby & Fox store
• Free postal returns using our online return portal

Returns and exchanges in-store

You may return or exchange your goods at any of our stores within 28 days of delivery.
To process your in-store return, you must provide at least one of the following.

• Your order number and email address or delivery postcode.
• The original printed packing slip that was included with your delivery.
• The confirmation email received when you placed the order.

Free postal returns via our online portal

We offer a free returns service via Royal Mail, allowing you to log your return and track its delivery online.
To request a return with Royal Mail, 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, you'll receive a confirmation and an email with a link to generate your Royal Mail label.

To read our full Returns Policy, please click here.

You have 28 days (starting from the date on which your order was delivered) to send your items back to us and/or return your goods in store.

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

It is free to return items via our online portal or to a Busby & Fox store.

If you would like to exchange something due to its size - for example, you require a medium instead of a large - please email hello@busbyandfox.com with your order number and requested exchange, and we will do our best to accommodate this for you.

If you’d like to order an alternative product, then you will need to return your goods and place a new web order. We recommend doing this as quickly as possible to secure the goods.

If you are returning your goods to a Busby & Fox store, you can also exchange them in-store, provided the relevant items are available.

Don’t worry – we’re here to help. Drop us an email at hello@busbyandfox.com and we’ll help you get a new label.

You will receive a confirmation email when your return has been processed (usually within three working days). At this time, refunds will be processed to your original payment method, which can take up to ten working days.

Please email hello@busbyandfox.com, and we’ll look into this for you as quickly as possible. To speed things up, please provide your order number, a summary of the issue and any photographs.

To get your items to you as quickly as possible, our team processes orders straight away. This means that we can't cancel or amend an order once it's been placed.

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.

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 on clothing and footwear measurements and sizing, click here.

Absolutely – our styling experts are here to help.

Whether you need help finding the right fit, choosing a colour, or picking the perfect gift, you can email us at hello@busbyandfox.com or contact us via Live Chat.

To find your nearest Busby & Fox store, click here.

In-store purchases can be returned in any of our Busby & Fox stores within 28 days of purchase.
You’ll need to provide your original proof of purchase and comply with our store returns policy, which is detailed at the bottom of your sales receipt.

You can view the in-store return policy here. If you have any questions, message us at hello@busbyandfox.com.

Whether you’re looking for a quick fix or a wardrobe overhaul, we’re here

To arrange a one-to-one shopping appointment with a member of our friendly styling team, please email hello@busbyandfox.com with your telephone number and a date that suits you. We'll be in touch to confirm a time and ask a few questions about what you're looking for, so we can prepare pieces to suit your shopping list.

You don't need to have a private appointment for styling tips and advice. Pop into our stores and meet the team – they're always happy to help guide you through the collection with personal styling advice tailored to you.

Gift Cards are available for purchase in all Busby & Fox stores and online here.

They 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.

Gift Cards can be used both in-store and online.

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

To find out how much you’ve left to spend on your gift card please email hello@busbyandfox.com

Full gift card terms and conditions can be found here.

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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 hello@busbyandfox.com).

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 hello@busbyandfox.com and we’ll reply to confirm when your request has been fulfilled.

If you’d like to contact us about anything not covered above, please email hello@busbyandfox.com and the most suitable member of our team will get back to you as soon as possible.