Delivery & Returns

DELIVERY PROCESS

Once your order has been dispatched you will receive a Shipping Confirmation email with a tracking number for you to follow. Fabric, cushion and candle orders usually ship within 2-3 working days of your order being placed. For furniture pieces, we will be in touch with you directly to arrange a convenient time for delivery with you.

Your order will be delivered to the delivery address you specify when placing your order. Products within the same order cannot be delivered to different addresses, if you would like to send the products to different addresses then you will need to please place multiple orders.

Please note if you have ordered a combination of items, your order will be dispatched as the items become available. If you would like to receive items together in one shipment, kindly contact us on shop@buchanan.studio to let us know.

DELIVERY QUOTES AT CHECKOUT FOR FURNITURE PIECES

Please note that delivery charges which will be added at checkout are estimates only. Whilst we take case to ensure that these are as accurate as possible, occasionally there may be additional costs involved. We will contact you immediately to clarify if this is the case.

An accurate shipping price is calculated by our delivery partners once your order has been received, based on the delivery address and the level of service you require. A white glove service and overseas shipping and crating is available if required.

Should you wish to no longer proceed with your order once we have provided an updated shipping quote then we will cancel your order and refund you in full.

CURB SIDE/ WHITE GLOVE DELIVERY

Any delivery estimates offered on our website are for curb side delivery only, unless stated otherwise in the product information details.  Please note that curb side delivery means the courier will deliver to the main street entrance, they will not take the crate inside.  If you would like to upgrade your delivery to be White Glove, which includes internal placement and unpacking, then please contact us on shop@buchanan.studio and we can arrange this for you and let you know in case of any additional charges that may be due.

INTERNATIONAL DELIVERY

For international orders, we use UPS or DHL for fabric, cushion and candle deliveries, and Convelio for larger items.  Convelio are a specialist delivery company with experience in crating, handling and installing high value pieces. 

Please note that for orders outside of the UK, additional costs may be incurred including import duties and taxes. These will be charged to you by the shipping company before releasing your order from customs. You will be responsible for payment of any such import duties and taxes. Please bear in mind that we have no control over these charges and cannot predict what their amount will be. If you have any doubts, please contact your local customs office for further information before placing your order.

CUSTOMER OWN COLLECTION

If you would prefer to arrange for your own collection of your order from our London studio/showroom, then please select the 'customer own collection' delivery option at checkout. We will be in touch to arrange a mutually convenient time for you to collect your order. Please note that we have limited space at our studio/showroom and therefore all orders must be collected within a maximum 2 weeks otherwise we reserve the right to charge you any applicable storage charges which may be necessary.

HEAVY AND/OR LARGE ITEMS

Some of our furniture pieces are particularly large or heavy and will require specialist delivery and installation. Therefore, no delivery charge will be applied at check out, instead we will contact you to arrange delivery and installation for an additional fee which will depend on your address and further access information. Should at this point you wish not to proceed with the purchase, we will cancel your order and refund you in full.

DELIVERY AND INSTALLATION ACCESS

Please check carefully, before ordering, that the dimensions of the product you have ordered will allow it to be moved through the doorways, corridors and any stairways of the delivery address to your chosen room. It is your sole responsibility to be sure that delivery of the piece you have ordered will be possible with safe and reasonable access. Please contact us as soon as possible in case of any concerns regarding access.

RETURNS

Please note that custom or made to order products may not be returned, nor will we provide any refund, unless the product is faulty. Please contact shop@buchanan.studio for further information.

For in stock items, please email shop@buchanan.studio within 14 working days to request a refund, stating your name and order number. Please return the item in perfect condition in its original packaging in order to receive a full refund, minus the delivery charge which will not be refunded. You will be responsible for the cost of returning the goods to us and will remain responsible for the goods in transit until they reach us, therefore we strongly recommend you obtain tracking details from the delivery company.