FAQs
GENERAL
Q What are your customer support hours?
A We are open from 10.30am to 5.00pm GMT Monday to Friday.
Q I am trying to telephone you and I can't get through.
A Our telephone number is 0238 202 7934 – (from overseas +44 238 202 7934). Please note that our offices are not open on the weekend, but you can email us at customerservice@basilbush.co.uk and someone will get back to you as soon as possible.
Q Are your offices open to the public / Do you have a physical store?
A Our offices are not open to the public, and we do not have a physical store.
Q Can I collect my order?
A Unfortunately, collections are not currently available at this time. All orders must be delivered by courier.
SHIPPING
Q Which couriers do you work with?
A We work with both DPD and DHL, as well as Wings for delivery of orders over 30kg in weight. Our Full shipping terms of service can be found here.
Q How can I track my order?
A Once despatched, you will receive an order confirmation to the email address submitted at checkout along with your invoice and a tracking link which can be used to track your parcel.
Q How are orders sent out?
A All of our orders are dispatched in either mailing bags or cardboard boxes via one of our two courier services. The contents of your order are not mentioned on the package to ensure discreet delivery.
Q My order was place on Friday afternoon, when will my order be sent?
A All orders placed after 12:00 on a Friday may be dispatched on Monday, and could take up to 3 days to be delivered. If your order status has not progressed on Monday, please get in touch either by telephone (+44) 0238 202 7934 or email us at customerservice@basilbush.co.uk.
Q I missed my delivery, what do I do?
A If you missed your delivery, the courier will automatically attempt to re-deliver the next working day, up to three times before returning the delivery to us. You can also follow the tracking link within your Order Confirmation to rearrange the delivery to a time which suits you, or be able to provide further delivery instructions.
PAYMENTS
Q How can I pay?
A You can use a VISA or Mastercard credit, debit card, American Express, Google Pay or Apple Pay.
Q I want to pay in a currency other than British Pounds.
A We are a British company, so all items are priced in British Pounds (GBP) and all payments are taken in British Pounds. Most non-British credit and debit cards will permit you to make a payment in British Pounds, but the payment will show up in your card’s currency on your statement.
Q I have funds on my card but the payment will not go through.
A Firstly, check all your details are correct including the correct billing address for the payment method used. Sometimes it is necessary for customers placing orders with a non-UK issued card to contact their bank and authorise them to allow use of their card for an overseas transaction.
Q Will Basil Bush appear on my card statement?
A Yes – Basil Bush will appear as the business/description on your card statement.
RETURNS & REPLACEMENTS
Q My Order arrived damaged, what do I do?
A If an item in your order has arrived damaged or broken, please email us within 48 hours of receipt at customerservices@basilbush.co.uk with a photo of the damaged items and the condition of the parcel when received. Our team will then offer a credit or replacement (depending on availability, and subject to terms). If part of an item arrives broken which is replaceable, then a replacement part may be offered.
Q How long do I have to return my item?
A In line with the consumers rights act of 2015 you have 30 days to return unused items in lieu of a full refund. Please note that items must be returned in saleable condition.
Q Help! I’ve broken a part of my purchased item which I think may be replaceable - what do I do?
A If you have broken part of an item purchased with us and cannot see it available to purchase, please get in touch via email with your order number and a photo of the broken part and we will try to assist you where possible.