Delivery & Returns

BUTLER & WILSON 

Returns & Refunds Policy

Thank you for choosing Butler & Wilson. We are committed to ensuring your satisfaction with our products. Please review our Returns & Refunds Policy below.

1.   Eligibility for Returns

·         Items must be returned to us within 28 days of purchase

·         You have the right to cancel your order in line with the Distance Selling Regulations.

·         To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.

·         For items purchased with a promo code there will be deducted a sum equivalent to the percentage of the promotion value from one or more of the refunded item/s.

 

2. Exclusions

·         Earrings are non-returnable due to hygiene reasons, unless they are defective or damaged upon receipt.

·         Sale items must be returned within 14 days of receiving your order.

 

3. Return Process

·         To initiate the return process, visit our returns portal: https://butlerandwilson.returns.shop/

·         Follow the steps as prompted.

·         Once your return request has been submitted via the returns portal, our team will review it. Providing your return meets our criteria, a return authorisation will be issued.

·         Once your return request has been approved, items need to be returned to us with the dispatch note. The customer will bear the direct cost of returns

·         For exchanges, the customer will bear the direct cost of returns and re-postage.

·         For items purchased in the sale the customer will bear the direct costs of the return.  

·         For sale items, returns must be made within 14 days of receiving your order (excluding earrings).

·         A prompt refund of the price of the goods will be issued once all the information referred to above is received. The payment method used for the original purchase will be credited with the original price.

·         Our products are sold through various select sales channels so please be aware that we can only process a return where the item was purchased directly from Butler & Wilson Ltd and we will therefore need a receipt or dispatch note to verify this.

·         Loyalty points will be reversed for items returned.

·         Items purchased with an e voucher/gift card will be refunded by the reissue of an e-voucher / put back onto the original gift card.

 

4. Shipping / Return Costs

·         For all returns, except where the item is faulty or dispatched in error by us, you will be required to arrange and pay for the return of the products to us.

·         We highly recommend that you send items back to us via a tracked service. We cannot accept responsibility for parcels lost in transit.

Please return to:

Butler & Wilson
Returns Department
3 Charlotte Mews
London
W1T 4DZ

 

 5. Inspection and Refund

·         Upon receiving the returned item, we will inspect it to ensure it meets the return criteria.

·         Refunds will be processed within 14 days of receiving the returned item.

 

6. Refund Method

·         Refunds will be issued to the original payment method used for the purchase.

·         We offer a standard refund for eligible items, as described above in Sections 1 and 2. If, however, your returned item/s do not meet the criteria for a standard refund, we will offer a credit note for the value of the return. This credit note will be valid for 3 months from date of issue and can be used towards future purchases.

 

7. Defective or Damaged Items

·         If you receive a defective or damaged item, please contact us within 7 days of receiving the product. We will arrange for a replacement or refund.

 

8. Cancellation Process

·         To cancel an order, contact our customer service team at info@butlerandwilson.co.uk and follow their guidance for the cancellation process.

 

9. Compliance with English and EU Law

·         This policy adheres to the Distance Selling Regulations and other relevant consumer protection laws in both England and the European Union.

 

10. Contact Information

·         For any questions regarding our Returns & Refunds Policy, please contact our customer service team at info@butlerandwilson.co.uk.

 

Butler & Wilson reserves the right to update this policy.

 

 SHIPPING INFORMATION

 

UK Delivery

2-3 working days (Royal Mail Tracked 48)
£4.50
FREE for all orders over £150.

Next Working Day Delivery (DHL Express)
From £7.95
Next Working Day delivery is applicable to UK Mainland customers only on orders placed before 3pm (Monday to Friday).

Working days are classified as Monday to Friday and do not include bank holidays.
Please allow extra time for processing orders that are placed over the weekend, and during our promotional and sale periods for delivery.

 

EU & INTERNATIONAL SHIPPING   - From 21/01/2026

Our checkout process is designed to provide clear and accurate pricing, with duties and taxes calculated based on your shipping location, local regulations, and applicable import tariffs, ensuring that there are no unexpected charges upon delivery. For EU and International orders, the applicable charges will be calculated and shown at checkout, and can be collected from you at point of purchase.

EU Express Delivery from £25 - 1- 2 Working Days

Austria, Belgium, Bulgaria, Czech Republic, Germany, Denmark, Estonia, France, Gibraltar, Greece, Croatia, Hungary, Ireland, Italy, Liechtenstein, Lithuania, Luxembourg, Latvia, Monaco, Malta, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain & Holy See (Vatican City State). 

Please note that for European shipping, as the delivery address is outside of the UK you will be responsible for the cost of returning any item plus any additional delivery costs for exchanged items.

Please note our shipping price varies with amount of items ordered.


International Delivery

Express International shipping from £29 - 2 - 3 working days.

Please note that for international shipping, you will be responsible for the cost of returning any item plus any additional delivery costs for exchanged items.

Please note our shipping price varies with amount of items ordered.

 

WHICH COURIER WILL DELIVER MY PARCEL?

For UK Mainland deliveries, we use Royal Mail Tracked 48. For our Express Shipping service within the UK, we use DHL. For all International deliveries, we use DHL.

If a delivery is unsuccessful due to no-one being available to sign (or any other reason which is not the fault of our nominated couriers) and the parcel is returned to us, we will need to charge a minimum fee of £4.50 to re-deliver the parcel. This will apply to all orders including those that benefited from free delivery originally.

The onus is on the customer to cover any return to sender fees applied by the carrier.

CLICK & COLLECT

We currently do not offer a Click and Collect Service for our Fulham Road Store.