Frequently Asked Questions

Orders & Shipping

What are your delivery times and costs?

We offer the following delivery options for UK Mainland (England, Scotland, Wales, excluding offshore islands, Scottish Highlands, Northern Ireland):

  • Non-Fragile items: £4.99
  • Fragile items: £7.50
  • Oversize items: £9.95

For Scottish Highlands, Offshore Islands & Northern Ireland (Zone 2): £6.99 — please allow up to 7 working days.

International shipping is also available — see below for rates.

Do you offer international shipping?

Yes! We ship to a range of international destinations. Rates vary by location:

  • Channel Islands, Ireland, Belgium, France, Germany, Luxembourg, Netherlands: £12.49
  • Austria, Denmark: £14.99
  • Czech Republic, Italy, Slovakia, Spain: £19.99
  • Estonia, Finland, Hungary, Poland, Portugal, Sweden, Slovenia, Bulgaria: £24.99
  • Croatia, Greece, Latvia, Lithuania, Romania: £34.99

Please note: large, fragile, or bulky items cannot be shipped outside the UK. Lead times are 2–10 working days. No next-day or weekend service is available for international orders.

How do I track my order?

Once your order has been dispatched, you will receive a confirmation with tracking details. We use a range of couriers including Amazon, Evri, DPD, DHL, Yodel, Tuffnells, and Translink Express.

Returns & Refunds

What is your returns policy?

We offer a 14-day return policy from the date you receive your order. Items must be in their original condition — unworn, unused, with tags attached and in original packaging. A receipt or proof of purchase is required.

Please note the following items cannot be returned: perishable goods (food, flowers, plants), custom or personalised items, personal care goods, hazardous materials, sale items, and gift cards.

How do I return or exchange an item?

To start a return, please contact us at orders@bristowdirect.com. Once your return is accepted, we'll send you a return shipping label and instructions. Items sent back without prior authorisation will not be accepted.

For exchanges, please return the original item and place a new order for the replacement.

How long do refunds take?

Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are processed to your original payment method within 10 business days. If you haven't received your refund after 15 business days, please contact us at bristowdirect22@gmail.com.

Products

Are your products gift-wrapped or gift-ready?

We do not offer gift wrapping. However, our products are carefully selected and packaged to arrive in great condition — perfect for gifting for birthdays, weddings, anniversaries, baby showers, and seasonal celebrations.

Can I personalise or customise a product?

Please note that personalised or custom items are non-returnable. For personalisation enquiries, please contact us at info@bristowdirect.com.

How do I care for my items (candles, vases, tableware)?

Care instructions vary by product. Please refer to the individual product page for specific guidance, or contact us if you need further advice.

Gift Services

Do you offer gift messaging?

For any gift messaging enquiries, please get in touch with us at info@bristowdirect.com and we'll do our best to help.

Can I send an order directly to the recipient?

Yes — simply enter the recipient's address as the delivery address at checkout.

Do you offer corporate or bulk gifting?

For corporate or bulk gifting enquiries, please contact us at info@bristowdirect.com or call us on 07346121729.

General

How do I contact you?

You can reach us via:

  • Email: info@bristowdirect.com
  • Phone: 07346121729
  • Customer service hours: Monday–Friday, 9am–6pm. Weekend enquiries can be submitted via email or our contact form.

Do you have a physical store?

We are an online-only store. You can shop our full range at bristowdirect.com.