Need help? Find answers to the most common queries below before contacting us.
We're still here to help
With the current uncertainties and warnings around COVID-19, we’d like to reassure our global community that the health and safety of our customers and team are our top priority and concern. Thank you for your continued loyalty and support, even during these unknown times. Our thoughts go out to all of you who have been affected. In this uncertain period we hope to support, inspire and distract.
We hope you stay safe, fit and well.
Due to the current circumstances and as we continue to closely monitor the daily updates, as of 23rd March we have temporarily closed our store at Fulham Road until further notice.
We are still dispatching orders to all countires. However, to ensure the safety of our staff, we are working-from-home where possible. Thus dispatching orders may be slightly slower than usual s. Please bear with us whilst we play our part and stay home and alert, to help the NHS.
We understand business as usual, has become very unusual so here are some benefits of shopping with us online:
- UK delivery is free on orders of £70 and over
- UK customers can also enjoy free & easy returns with Royal Mail.
- We can dispatch orders Worldwide see here for more info.
- We have extended our returns window to 40 days
- You can also take advantage of paying later, with our partner Klarna, either in 3 easy payment instalments or in 30 days after purchase.
For those of you that have trouble ordering online, try our step by step guide here.
Sending a gift? Send straight to their door, simply change the delivery address to your loved one’s and let us know in the comments box (at checkout) if you would like us to take out the payment invoice.
For the meantime, due to COVID-19, please do not send any returns back to us. There is currently no one to accept these parcels daily, so Royal Mail would have to hold any parcels. We are currently offering an extended returns window of 40 days. If you need to return an item please inform us by emailing at firstname.lastname@example.org, thank you for your cooperation. We will be accpeting returns again from the 1st of June.
If you have a query please check our FAQs below. If you can't find your answer please contact us via email at email@example.com if the matter is urgent. You may experience slightly slower response times. We are temporarily no longer using our phoneline. Want to hear the latest? Stay connected via our newsletter, sign up today.
Standard postage and package for delivery in the U.K. for 1-2 items is £4.50. All postage costs are calculated and displayed during the ordering process, before any payment needs to be made.
Parcels are sent by Royal Mail 24/48 Signed For Service, which need to be signed for upon delivery.
We strive to dispatch orders within 24 hours of receipt, although this is not always possible. Orders may take up to 5 workings days to be dispatched.
You can track the whereabouts of your parcel using the reference number enclosed in the shipping confirmation email. Here is a reference number example eg. XH545554533GB. Insert the reference into the Track & Trace page on Royal Mail. Please note you will receive a shipping confirmation email as soon as your order has been dispatched.
We accept Visa, MasterCard, Switch, Solo, Maestro, American Express, Electron, JCB, PayPal and now also Klarna. Klarna offers easy payments, either pay after 30 days or pay in 3 instalments.
Making purchases on our website is easy and secure. We use the strongest encryption possible (256Bit) to ensure your sensitive details are transferred 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.
So you're lucky enough to have a discount voucher code for Butler & Wilson, what do you do next?
So how do I redeem a discount code on Butler & Wilson?
Please note: Discount codes are not redeemable against sale items & can only be used at the point of purchase. We're afraid we can't retrospectively give money off an order that was placed in the past.
Check your password on the "Welcome to Butler & Wilson" registration email you received when you registered with Butler & Wilson.
If the answers above do not help you with your query, please don't hestiate to contact customer service at firstname.lastname@example.org or for more urget matters please call us on +44 (0)20 7409 2955. (Our phoneline is temporarily down due to COVID-19, we apologise for any inconvenience)