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FAQs

  1. What is your returns policy?
  2. How do I return items to you?
  3. When can I place a telephone order?
  4. When can I contact your Customer Query team?
  5. Which delivery companies do you use?
  6. What are your delivery charges and time-scales?
  7. Can I order an item that is temporarily out of stock?
  8. If I send an item as a gift, will the prices be displayed on the invoice?
  9. Can I change my delivery address?
  10. Can I add an extra item to my order?
  11. Can I choose a different delivery address to the billing address?
  12. Can I order items to be sent outside the UK?
  13. Do your prices include VAT and what happens if VAT charges do not apply?
  14. Do you use Cookies? Do I need to accept Cookies to use the website?
  15. How do I find out if cookies are enabled on my PC?

 

1. What is your returns policy ?
In the unlikely event that a parcel arrives damaged or faulty please contact our Customer Services team on 0771 966 9421(Monday to Friday 9am to 5pm) or by email at iona@ionabuchanan.com so we can arrange a replacement, exchange, or refund for you.


If you wish to return an item we need to receive it back into our warehouse within twenty eight days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach our warehouse please ensure you package your return to prevent any damage to the items or boxes.


With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.


If an item is returned to us outside of the 28 day time frame or is in a non re-saleable condition a credit note will be issued at the discretion of Iona Buchanan.


If you wish to cancel your order and return it to us, under the Distance Selling Regulations, you must let us know within eight working days of receiving your parcel. This can be done by calling our Customer Services team on 01360 860 121 or 0771 966 9421 or via email at iona@ionabuchanan.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund including the original delivery charge paid.


Please note that it can take up to 21 days to process a return.


2.How do I return items to you?


Please see above for information on our Returns Policy. With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage.


Smaller items: Once you have contacted us, please ensure that you include the Returns Slip within the parcel and return your parcel via Royal Mail.


Please use the returns label at the bottom of the invoice or return the parcel to:
Iona Buchanan Returns, Loaningside, Lernock Road, Balfron, Glasgow, Stirlingshire, G63 0QF

We recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us.


Please note that it can take up to 21 days to process a return.

3.When can I place a telephone order?


We have now extended our opening hours and you can order from 8am to 9pm (Mon - Fri) and 9am to 9pm (Sat - Sun) on our orderline 01360 860 121 or 0771 966 9421.

4.When can I contact your Customer Query team?


You can contact our friendly customer queries team on 01360 860 121 or 0771 966 9421 (9am to 5pm)

5.What are your delivery charges and time-scales?


Standard UK Delivery is £5.95 and is 2-5 working days.


Next Working Day UK Mainland Delivery is £8.50 and delivery is usually between 8am and 7pm and Next Day UK Mainland Delivery before 12pm is £10 - these have to be ordered before 1pm to qualify.
Saturday Delivery before 1pm UK Mainland orders only and is £15.


Note that only standard delivery is available for the following areas and post codes:
The Isle of Wight, Isle of Scilly, AB31 - AB38, AB40 - AB56, IV1 - 28, IV30 - 32, IV36 - 40, IV52 - 54, IV63, KW1 - 14, PA21 - PA38, PH4 - PH41, PH49 - PH50, Northern Ireland, IV41 - IV49, IV51, 55, 56, KA27 & 28, KW15 - 17, PA20, PA41 - 49, PA60 - 78, PH42 - 44, ZE
Isle of Man / Guernsey / Jersey all need to be selected as a different country.


Please note that if there is an item which is out of stock, but is due to arrive in the Warehouse within 48 hours, your order will be held and dispatched together and the Next Day or Saturday options will not be available. If the delay is longer than 48 hours your order will be part dispatched.


The postage charge will only be taken once, even if your order is part shipped due to an item being back-ordered.


If a Next Day Delivery Order is placed after 1pm on a Friday it will not be dispatched until the Monday, with the exception of Bank Holidays.


Please check all goods on receipt as any damaged or faulty goods need to be reported within 8 working days. Please note only Monday to Friday are classed as working days.

6.Can I order an item that is temporarily out of stock?


If something is temporarily out of stock, it can be ordered over the telephone or online. The website and our order line team will be able to provide information on when it is due to arrive into our warehouse

7.If I send an item as a gift, will the prices be displayed on the invoice?


If you add a gift message at the time of purchase, it is printed on a gift invoice with the prices automatically removed.

8.Can I change my delivery address?


Unfortunately once an order has been placed we are unable to amend any details.

9.Can I add an extra item to my order?


If you wish to add an item to your order, you can add it provided it has not already been packed. Please phone us to check and so that we can take payment for the additional items.


 10.Can I choose a different delivery address to the billing address?


Yes it is possible to choose a different delivery address to billing address. The first address is the delivery address. This will automatically fill the billing address which is on the second page. This needs to be changed to the billing address if it is different. If it is a gift, you can add a gift note and this is hand written and included in the parcel. If requested we can send the invoice to your billing address for your records.

11.Can I order items to be sent outside the UK?


We do not deliver outside the UK (yet!)

12.Do your prices include VAT and what happens if VAT charges do not apply?


All prices are quoted in GBP (Great Britain Pounds Sterling) and we take payment in GBP. The price includes VAT (Value Added Tax)

13.Do you use Cookies? Do I need to accept Cookies to use the website?


Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).


_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits


_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.


cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional


storefront_digest, unique token, indefinite. If the shop has a password, this is used to determine if the current visitor has access.