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Frequently Asked Questions
General
Most of our garments are hand made to order, and we despatch within 7 working days. (We don't work Saturdays/Sundays/Bank Holidays). We always send our items tracked. Once your product has been shipped, you will get a notification with your tracking information.
If you have an urgent order, please contact us and we will see if we can ship it for your specific date.
If you have pre-ordered an item and have other items in your order, it will usually ship in one shipment once the pre-order is available to send. If you wish to have separate shipments to revise the other products earlier, please contact us as we can arrange that.
Yes, we offer returns or exchanges on all non-personalised orders. If you order a product that is 'ready to wear' they can be returned within 14 days of receipt. If you have had your order customised with the personalisation service, unfortunately, we cannot accept returns.
Unfortunately, we do not cover the postage on returns but we are happy to accept them should you wish to do so.
Yes, we do. If you do live outside of the UK, please contact the page and we can give you a quote for a postal service.
Currently our postal services are to UK, USA, Canada and Australia. Due to new legislation, we don't currently ship within the EU.
Please be aware, customs charges and tariffs may apply dependant on your country. For orders to the USA, please contact us for a postage quote.
Undelivered, Unclaimed & Returned-to-Sender ParcelsWhere an order is returned to Buck Stone because delivery could not be completed due to circumstances within the customer’s control, a £15 Returned Parcel Administration & Handling Charge will be deducted from any refund due.This includes, but is not limited to, parcels returned because:the customer has failed or refused to pay customs duties, import taxes or clearance charges;the parcel has been refused by the recipient;the parcel has not been collected from a delivery office, depot or collection point within the carrier’s specified timeframe;an incorrect or incomplete delivery address has been supplied by the customer; orthe customer has otherwise failed to take reasonable steps required for delivery of the order.The £15 charge contributes towards the reasonable costs incurred by Buck Stone in processing a failed delivery and returned order, including administration and staff time, travel and collection costs where applicable, packaging and consumable materials, unpacking and inspection of the returned goods, preparing garments for resale including pressing or steaming where required, repackaging and returning the goods to stock.Any postage, courier return-to-sender fees, customs charges or other third-party charges incurred by Buck Stone as a direct result of the failed delivery may also be deducted from any refund where permitted by law.Resending a Returned ParcelIf a customer would like an undelivered or returned-to-sender order to be sent out again, a new postage/delivery charge must be paid before the order can be redispatched.The original postage charge relates to the original delivery attempt and cannot be transferred or credited towards a second delivery.The customer will also remain responsible for any applicable customs duties, import taxes or clearance charges associated with the new delivery.Buck Stone will not redispatch a returned parcel until the applicable postage charge and any other amounts properly due in relation to the returned parcel have been paid.The £15 Returned Parcel Administration & Handling Charge will not apply where the failed delivery or return resulted from an error by Buck Stone, or where the goods are faulty, damaged or not as described.This policy relates specifically to failed, refused or unclaimed deliveries and does not affect a customer’s statutory cancellation, return or refund rights.
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