We are shipping as normal, to all countries. View the latest here.

Customer Care

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.

Online shopping

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 info@butlerandwilson.co.uk, thank you for your cooperation. We will be accpeting returns again from the 1st of June.

Latest news and how to contact us

If you have a query please check our FAQs below. If you can't find your answer please contact us via email at info@butlerandwilson.co.uk 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.

The usual FAQs

What is the standard cost for posting and packaging?

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.

How long will it take for my order to arrive?

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.

Where is my order?

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.

What credit/debit cards do you accept?

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.

Is the Butler and Wilson online booking system secure?

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.

Do you have a voucher code?

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?

  • Add your item(s) to your basket
  • Click the 'Checkout'
  • You're now at the 'Shopping Basket' page
  • Enter your code into the 'voucher code' box
  • Once you have entered the code, click the 'Apply' button
  • The discount will now be redeemed
  • Click continue
  • Fill in the rest of your details

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.

Are you having trouble accessing your account?

If you are experiencing problems with your Butler & Wilson account login details then you will need to do one of the following:

1. Check your registration email

Check your password on the "Welcome to Butler & Wilson" registration email you received when you registered with Butler & Wilson.

2. Forgot your password?

Use the forgot password link (click here) to reset your password (you must supply the email address used when registering with Butler & Wilson).


  • Ensure Javascript and cookies are enabled in your browser.
  • You must supply the email address used when registering with Butler & Wilson.
  • All the details required to login are case-sensitive 
  • There must also not be any whitespace before (or after) the email address or password. Use the delete/backspace keys to avoid this - especially if you are cutting/pasting details.
If you are accessing the site via a firewall, check any settings, as a firewall may prevent you from logging into the site. This includes using the Internet Firewall Connection, if using Windows XP. Check settings for software firewalls you may be using, such as Zone Alarm or Norton Internet Security.

Contact Us 

If the answers above do not help you with your query, please don't hestiate to contact customer service at info@butlerandwilson.co.uk 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) 

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