Shipping & Returns
At The Buddyhood Shop, we want shopping with us to be simple and straightforward. This page explains how deliveries, returns, cancellations and refunds work, and what to do if something goes wrong with your order.
Shipping & Delivery
Order Processing
Orders are prepared and dispatched on working days, excluding weekends and public holidays.
Orders placed outside normal working hours may be processed on the next available working day. Processing times may vary depending on product availability.
Delivery Options, Times & Charges
Available delivery methods, estimated delivery times and shipping charges will be displayed at checkout before you place your order.
Delivery times are estimates unless a specific delivery date has been expressly agreed. Delivery availability and charges may vary depending on the products ordered and the delivery destination.
We aim to deliver orders within the estimated timeframe shown at checkout. Unless a different delivery period has been agreed, goods will be delivered within 30 days of the order being placed, in accordance with applicable UK consumer law.
Delayed or Missing Deliveries
If your order is delayed, has not arrived by the agreed delivery date, or appears to be missing, please contact us at shop@thebuddyhood.com with your order number.
We will investigate the issue and work to resolve it.
If an order is not delivered within the agreed timeframe, you may be entitled to cancel it and receive a refund in accordance with your statutory rights.
We remain responsible for your goods until they are delivered to you or to a person you have nominated to receive them, subject to applicable law.
Returns & Cancellations
Your 14-Day Right to Cancel
If you change your mind about a purchase, you have the legal right to cancel most online orders within 14 days of receiving your goods, without giving a reason.
For orders delivered in multiple parcels, this period generally begins when you receive the final item or parcel.
To exercise your right to cancel, notify us within the cancellation period by emailing shop@thebuddyhood.com with a clear statement that you wish to cancel your purchase.
Please include your order number and the item or items you wish to return so we can assist you promptly.
Once you have notified us of your cancellation, you have a further 14 days to send the goods back.
Your statutory cancellation right does not depend on receiving return authorisation from us, provided you notify us within the applicable cancellation period.
How to Return an Item
- Email shop@thebuddyhood.com with your order number and details of the item you wish to return.
- Package the item securely to help prevent damage during transit.
- Include your order number or any return reference provided, where possible.
- Send your return to the address below within 14 days of notifying us of your cancellation.
We recommend using a tracked postal service and keeping your proof of postage.
Returns Address
Gardners Books Limited
1 Whittle Drive
Eastbourne
East Sussex
BN23 6QH
England
United Kingdom
This is our designated returns address.
Please do not send returns to any other address unless instructed by our Customer Service Team.
Condition of Returned Items
You may inspect goods as you would in a physical shop to establish their nature, characteristics and functioning.
Please take reasonable care of the goods while they are in your possession and package them securely when returning them.
Where handling goes beyond what would reasonably be permitted in a shop and reduces the value of the goods, we may make a deduction from your refund to reflect that reduction in value, as permitted by law.
Original packaging is appreciated where available, but its absence does not automatically remove your statutory right to cancel.
Return Shipping Costs
For change-of-mind returns, you are responsible for the direct cost of returning the goods unless we have expressly agreed to cover that cost.
If an item is faulty, damaged, not as described or incorrect, please contact us before returning it. Where you are exercising a statutory right to reject faulty or non-conforming goods, we will cover reasonable return costs or arrange an appropriate return method at no cost to you.
Refunds
When Will I Receive My Refund?
For an eligible change-of-mind cancellation, we will issue your refund without undue delay and within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
We may withhold the refund until we have received the goods or evidence of their return, where permitted by law.
If we have agreed to collect the goods, the applicable refund period will run from the date you notify us of your cancellation.
Refunds will be issued using the original payment method unless you expressly agree otherwise. We do not charge any refund processing fees.
Your bank or payment provider may take additional time to display the refund in your account.
What Will Be Refunded?
For an eligible cancellation of your entire order within the statutory cancellation period, your refund will include:
- The price paid for the returned goods.
- The cost of the least expensive standard delivery option offered for your order, where a delivery charge was paid.
If you selected a more expensive shipping method, such as express or premium delivery, the additional cost above the standard delivery charge will not normally be refunded.
For partial returns, any refund of delivery charges will depend on the circumstances of the order and the applicable legal requirements.
Any lawful deduction for excessive handling of returned goods may also apply.
These provisions do not limit any additional refund entitlement you may have where goods are faulty, incorrectly supplied or delivered in breach of the contract.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, contains an incorrect item, is not as described or develops a fault, please contact us at shop@thebuddyhood.com.
To help us investigate promptly, please provide your order number, a brief description of the problem and photographs where available.
Photographs are helpful but are not a mandatory condition for exercising your statutory rights.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Depending on the circumstances, your statutory rights may include:
- Within the first 30 days: The right to reject faulty or non-conforming goods for a refund, subject to the conditions and exceptions set out in law.
- After 30 days: The right to request a repair or replacement where applicable.
- If a repair or replacement is unsuccessful, unavailable or not provided within a reasonable time: The right to a price reduction or final rejection, where the law allows.
Additional legal protections may apply for faults discovered later. These rights are separate from, and are not restricted by, our 14-day change-of-mind cancellation policy.
Please contact The Buddyhood Shop directly for assistance. You do not need to contact our suppliers or delivery partners to exercise your consumer rights.
Items Excluded from Change-of-Mind Cancellation
Certain goods are excluded from the statutory 14-day cancellation right, including, where applicable:
- Goods made to your specifications or clearly personalised.
- Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery.
- Sealed audio recordings, video recordings or computer software that have been unsealed after delivery.
- Digital content not supplied on a physical medium where supply has begun with your express consent and acknowledgement that you will lose the right to cancel, where the relevant legal requirements have been met.
These exclusions apply only where permitted by law.
Your statutory rights remain unaffected if an item is faulty, not as described or otherwise fails to meet the requirements of the Consumer Rights Act 2015.
Cancel Before Your Order Is Dispatched
If you wish to cancel an order before it has been dispatched, please email shop@thebuddyhood.com as soon as possible.
We will try to stop the order before dispatch. If it has already been dispatched, you may still exercise your statutory cancellation rights where applicable.
Need Help?
For questions about your order, delivery, cancellation, return or refund, please contact:
The Buddyhood Shop Customer Service
Email: shop@thebuddyhood.com
For further information, please refer to our Consumer Terms and Conditions.
Nothing in this Shipping & Returns Policy excludes or limits your statutory rights under applicable UK consumer law.