Online Returns Policy

Online Returns


We want you to be happy with your purchase from Busby & Fox and take great care to ensure that you are. However, if you do need to cancel an order or return an item, we aim to make that as simple as possible for you.

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.



To cancel your order before it has been dispatched:

Please email hello@busbyandfox.com stating the order number, your full name, address and phone number. We also ask that you provide the reason for cancellation.

 

To return or exchange in store once you’ve received your order:

  • You have the option to return or exchange your goods in one of our stores.
  • Your items must be returned within 28 days from the date on which your order was delivered.
  • In order 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 the delivery.
    • The confirmation email received when you placed the online order.
  • If you are returning all items within your order, your refund will include the original postage charge. If you are returning part of an order, you’ll be refunded the cost of those goods only.
  • Returned items must be in the condition in which they were received, unworn, in the original packaging, with all labels attached. We are unable to accept the return of any items that have been worn, washed or damaged while in your keeping, or lost or damaged in transit to us.
  • We’re also unable to offer refunds or exchange on pierced earrings, face masks, certain personal, cosmetic or grooming products, carbon neutral shipping and personalised or made-to-measure/order items, unless they are faulty.

 


To request a free postal return once you’ve received your order:

  • We offer a free returns service using Royal Mail. To request a return, please click here. 
  • Your items must be returned within 28 days from the date on which your order was delivered. 
  • If you would like to exchange an item e.g. for a different size, please email hello@busbyandfox.com with your order number and details of the items you would like to exchange.
  • To start the return process, you’ll need your email address or phone number and the 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 an email directing you to your Royal Mail return label.
  • Should you choose to use an alternative postal service, please note that you, the customer, will bear the direct cost of returning the item. Our returns address is Busby & Fox, Unit 21-22 Loddiswell Business Park, Devon, TQ7 4QG
  • Package the item up and send it back to us as quickly as possible. Items must be received back to us within 28 days of delivery.
  • Items received after the 28 day window will not be eligible for a refund.
  • We will process any refund directly to your original payment method no more than 14 days after the return package is received by us.
  • If you are returning all items within your order, your refund will include the original postage charge. If you are returning part of an order, you’ll be refunded the cost of those goods only.
  • Returned items must be in the condition in which they were received, unworn, in the original packaging, with all labels attached. We are unable to accept the return of any items that have been worn, washed or damaged while in your keeping, or lost or damaged in transit to us.
  • We’re also unable to offer refunds or exchange on pierced earrings, face masks, certain personal, cosmetic or grooming products, carbon neutral shipping and personalised or made-to-measure/order items, unless they are faulty.
  • Please do not destroy or throw away any item, even if it’s faulty, before you’ve contacted us and agreed that doing so won't affect any refund you may be entitled to.

This policy does not affect your statutory consumer rights.

 

View the In-store return policy