FAQs

SCROLL DOWN FOR INFORMATION AND ANSWERS TO FREQUENTLY ASKED QUESTIONS ON DELIVERY, RETURNS, SIZING, STORE SERVICES, GIFT CARDS AND MORE.

SCROLL DOWN FOR INFORMATION AND ANSWERS TO FREQUENTLY ASKED QUESTIONS ON DELIVERY, RETURNS, SIZING, STORE SERVICES, GIFT CARDS AND MORE.

DELIVERY AND 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 £85 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 hello@busbyandfox.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?

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.

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 hello@busbyandfox.com 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 hello@busbyandfox.com with your order reference number, and we'll send over your tracking reference number.

WHAT PACKAGING WILL ME ORDER BE SENT 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.

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 hello@busbyandfox.com 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 FREE INTERNATIONAL DELIVERY?

We currently deliver to any address within the UK. 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

WHAT OPTIONS DO I HAVE TO RETURN SOMETHING I'VE BOUGHT ONLINE?

Orders placed online can be returned via the following methods:

  • Returned or exchanged in a Busby & Fox store
  • Free postal returns using Royal Mail
  • Postal returns using a courier of your choice (please note this is at your expense)



Returns and exchanges in store

You have the option to return or exchange your goods in one of our stores within 28 days from the date in which your order was delivered.

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.



Free postal returns via Royal Mail

We offer a free returns service using Royal Mail, which allows 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, 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 label.

Postal returns via an alternative courier

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 Returns, Unit 21-22 Loddiswell Business Park, Devon, TQ7 4QG.

We recommend using a tracked service as we cannot be held liable for items lost or damaged in transit when sent via an alternative courier.

 

To read our full Returns Policy, please click here.

Please note: Goods purchased online may only be returned according to the process outlined above.

HOW LONG DO I HAVE TO RETURN AN ITEM?

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 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 use Royal Mail for return delivery) is free of charge.

Returning goods in a Busby & Fox store is also 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?

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 try to accomodate 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 suggest that you do this as quickly as possible in order to secure the goods).

If you are returning your goods to a Busby & Fox store, you will also be able to exchange goods provided the relevant items are available.

WHAT HAPPENS IF I'VE LOST MY RETURNS LABEL?

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

Please email hello@busbyandfox.com and we’ll look into this for you as quickly as possible. When writing, please provide your order number as well as a summary and photograph/s of the issue.

CAN I CANCEL MY ORDER BEFORE IT IS DISPATCHED?

Please email hello@busbyandfox.com, stating the order number, your full name, address and phone number. It's also helpful for us if you can provide the reason for cancellation.

SIZING

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 hello@busbyandfox.com for advice.

You can also send us a message via Instagram or Facebook.

However you get in touch, we'll always come back to you as quickly as we can.

STORE SERVICES

WHERE CAN I FIND A BUSBY & FOX STORE?

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

HOW DO I RETURN A PRODUCT PURCHASED IN-STORE?

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 ensure that you comply with our store returns policy, details of which can be found at the bottom of your sales receipt.

You can see the full in-store return policy here or if you have any questions you can message us at hello@busbyandfox.com.

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 hello@busbyandfox.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.

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.

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 hello@busbyandfox.com

WHERE CAN I READ YOUR GIFT CARD TERMS AND CONDITIONS?

Full gift card terms and conditions can be found here.

OTHER

DO I NEED TO OPEN AN ACCOUNT TO PLACE AN ONLINE ORDER?

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?

Not a problem – simply click here and select 'Forgot password?'.

Enter your email and, if there's an account associated with that address, we'll send you a link to generate a new password.

CAN I PLACE MY ORDER OVER THE PHONE?

Certainly, simple check store availability on any individual product page and call a store with the item available during opening hours (see here) and our in-store 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 hello@busbyandfox.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 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.

I HAVE A GENERAL ENQUIRY - HOW DO I GET IN TOUCH?

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 they can.