Not right? It happens. You have 14 days from delivery to send it back, and three ways to settle it: store credit with a bonus, an exchange, or your money back.

The 14-Day Window

You have 14 days from the date of delivery to let us know you're returning something. The fastest way is our returns portal, which registers your return and generates your label. Once registered, you have a further 14 days to send the parcel. Please don't post anything back before registering, as unregistered parcels are slower to process and harder to trace.

Conditions

Items must be unworn, unwashed, and returned complete with all original tags and packaging. Try things on the way you would in a fitting room, over clothes and off the floor.

For hygiene reasons, swimwear must be returned with the hygiene liner intact, and underwear, socks and pierced jewellery can't be returned once opened. Bundles and sets must be returned in full and can't be split. Gift cards are non-returnable.

Sale and discounted items can be returned on exactly the same terms as everything else, with the same 14-day window and the same three options. Refunds and store credit are calculated on the price you actually paid.

Your Three Options

Once we receive and approve your return, you choose:

• Store credit, with 10% added on top of the returned item's value.
• Exchange. Wrong size or colour? Choose store credit and place your new order straight away. We don't do direct item-for-item swaps, because credit gets you your replacement faster and lets you change your mind about the colour.
• Refund, back to your original payment method.

Return Shipping Costs

Return shipping is the customer's responsibility. Whichever option you choose, the cost of sending your parcel back to us is yours to cover.

Return labels can be bought through our portal. The cost is shown before you confirm, so you always know what you're paying before committing to the return.

Returning from anywhere else? Email support@buchan.store and we'll arrange it with you.

The only exception is when an item arrives faulty, damaged, or isn't what you ordered. In those cases we cover the return cost in full.

Inspection and Processing

Returns are inspected within 5 to 7 days of arriving at our warehouse, and we'll email you the outcome either way. Approved refunds are issued to your original payment method within 5 to 10 business days. Store credit is issued immediately on approval.

Depending on your bank, refunds can take a few extra days to appear on your statement after we've sent them.

Damaged or Faulty Items

If your order arrives damaged or develops a fault, contact us within 14 days of delivery with your order number and photos. We'll replace it free of charge, or refund you in full, including original and return shipping. Your statutory rights around faulty goods apply on top of everything in this policy and aren't limited by it.

Pre-Orders

Pre-orders carry exactly the same rights as everything else. The 14-day window starts the day your order is delivered, not the day you placed it. You can also cancel a pre-order for a full refund at any point before it ships. Just email us.

EU Right of Withdrawal

If you're based in the EU, you have the right to withdraw from your purchase within 14 days of delivery without giving a reason. Where you exercise this right, we refund the full order value including the standard outbound shipping you originally paid. Return shipping costs are yours to cover, unless the item is faulty.

Returns We Can't Accept

We may refuse a return that arrives worn, washed, incomplete, outside the return window, unregistered, or sent to an address other than the one given in the portal. If that happens we'll email you first and explain why. Nothing gets quietly rejected. You can have the item sent back to you at your own cost, or we'll hold it for 30 days while you decide.