Butler & Wilson

Frequently Asked Questions (FAQ's)

1. What is the standard cost for posting and packaging?
2. How can I redeem a Gift Voucher online?
3. Is the Butler and Wilson online booking system secure?
4. What credit/debit cards do you accept?
5. What is your refund policy?
6. How long will it take for my order to arrive?

1. What is the standard cost for posting and packaging?

Standard postage and package for delivery in the U.K. for 1-2 items is £3.90. All postage costs are calculated and displayed during the ordering process, before any payment needs to be made. Parcels are sent by Royal Mail First Class Recorded post, which need to be signed for upon delivery.

2. How can I redeem a Gift Voucher online?

To redeem a gift voucher please send in the voucher to us at:

Mail Order Department

Butler & Wilson

20 South Molton Street

LONDON W1K 5QY

Please enclose a letter including:

• Your contact details including telephone.
• The Gift Voucher itself.
• Which products you would like to order (including, if possible, the 5 digit product code from the website).
• A cheque to cover any additional costs over and above the Gift Voucher value (for security reasons please do not send credit card details in the post).
• Please allow for postage costs of £3.90 for 1-2 items, £5.70 of 3-4 items, and £7.80 for 5 or more items.

Please note that gift vouchers may not be exchanged for cash, and no refund can be given for any unused value.

Making purchases on this website is easy and secure. We use the strongest encryption possible (128Bit)  to ensure your sensitive details are tranferred to us securely. You can check the security certificate that will be displayed on the site when you are at the stage of entering your personal information.

We know of no documented cases of credit card fraud using our shopping system over the Internet.

4.  What credit/debit cards do you accept?

We accept Visa, MasterCard, Switch, Solo, Maestro, Electron and American Express.

5.  What is your refund policy?

Should you wish to return items please return them to us within 14 days and we will refund or exchange the cost of the goods - the choice is yours. Please note we can only accept items back in perfect condition. We recommend that items should be carefully wrapped and sent back using registered mail to provide you with proof of despatch and delivery. Please enclose a copy of your receipt and contact details.  As our products are sold through a number of different companies, we cannot process a refund without a copy of your receipt showing that the item was purchased directly from Butler and Wilson Ltd. Return postage will only be refunded if an item is faulty. Please contact our customer service team at the address below. Our aim is to make this process as simple as possible.

If for any reason you are unhappy with your Product, please contact customer services via email @ orders@butlerandwilson.co.uk or call +44  20 7409 2955.

6.  How long will it take for my order to arrive?

We strive to despatch orders within 24 hours of receipt, although this is not always possible.  Orders may take up to 5 workings days to be despatched.

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