Frequently Asked Questions

Orders & Shipping

Welcome to our Frequently Asked Questions page. At Bristowdirect, we want to ensure your shopping experience is smooth and straightforward.

What are your delivery times and costs?

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

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

For Scottish Highlands, Offshore Islands & Northern Ireland (Zone 2), the rate is £6.99. Please allow up to 7 working days for these deliveries.

International shipping is also available via Bristowdirect.com. You can find specific rates listed in the international section below.

Do you offer international shipping?

Yes! We ship to a range of international destinations. Rates vary by location to ensure your items arrive safely and securely.

  • 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 for these orders are 2–10 working days.

No next-day or weekend service is available for international orders. Check our Frequently Asked Questions for updates on shipping territories.

How do I track my order?

Once your order has been dispatched, you will receive a confirmation with tracking details. We use several reliable courier partners.

Our couriers include Amazon, Evri, DPD, DHL, Yodel, Tuffnells, and Translink Express to provide the best service across the UK.

Returns & Refunds

What is your returns policy?

We offer a 14-day return policy from the date you receive your order. This is part of our commitment to your satisfaction at Bristowdirect.

Items must be in original condition. They must be unworn, unused, with tags attached, and kept in all original packaging.

A receipt or proof of purchase is required for all returns. We cannot process any requests without valid verification of your order.

Perishable goods like food, flowers, and plants cannot be returned. Custom or personalised items are also excluded from our return policy.

We do not accept returns on personal care goods, hazardous materials, sale items, or gift cards due to safety and hygiene reasons.

How do I return or exchange an item?

To start a return, please contact us at orders@bristowdirect.com. We will review your request promptly.

Once your return is accepted, we will send you a shipping label. We also provide clear instructions on how to send your package.

Items sent back without prior authorisation will not be accepted. Always contact us first to ensure a smooth resolution for your return.

For exchanges, please return the original item first. You can then place a new order for the replacement item on Bristowdirect.com.

How long do refunds take?

Once we receive and inspect your return, we will notify you of the outcome. This ensures the item meets our return standards.

Approved refunds are processed to your original payment method within 10 business days. Note that banks may take extra time to post funds.

If you haven't received your refund after 15 business days, please contact us at bristowdirect22@gmail.com.

Product Frequently Asked Questions

Are your products gift-wrapped or gift-ready?

We do not offer a bespoke gift wrapping service. However, our products are carefully selected and packaged to arrive in great condition.

Our items are perfect for gifting. They are ideal for birthdays, weddings, anniversaries, baby showers, and various seasonal celebrations.

If you have more queries, visit our Frequently Asked Questions section. We aim to make gifting as simple as possible for you.

Can I personalise or customise a product?

Selected items may have custom options. Please note that all personalised or custom items are strictly non-returnable once produced.

For specific personalisation enquiries, please contact us at info@bristowdirect.com. We are happy to discuss your needs.

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

Care instructions vary by product type. Proper care ensures the longevity and beauty of your new items from Bristowdirect.

Please refer to the individual product page for specific guidance. You can also contact us if you need further advice on maintenance.

Gift Services

Do you offer gift messaging?

For any gift messaging enquiries, please get in touch with us at info@bristowdirect.com. We will do our best.

We understand the importance of a personal touch. Our team tries to accommodate these requests whenever logistics allow for it.

Can I send an order directly to the recipient?

Yes. Simply enter the recipient's address as the delivery address at checkout. We will ship the order directly to their door.

This is a convenient way to send gifts across the country. Check our Frequently Asked Questions for more delivery tips.

Do you offer corporate or bulk gifting?

For corporate or bulk gifting enquiries, please contact us at info@bristowdirect.com to discuss your requirements.

You can also call us on 07346121729. We provide tailored solutions for businesses and large events throughout the year.

General

How do I contact you?

You can reach us easily through several channels. Our team at Bristowdirect is ready to assist with any of your enquiries.

Weekend enquiries can be submitted via email or our contact form. We strive to respond to all Frequently Asked Questions quickly.

Do you have a physical store?

We are an online-only store. You can shop our full range of curated products at any time on bristowdirect.com.

Being online allows us to offer a wider selection. Browse our collections and read our Frequently Asked Questions for more info.

We hope this Frequently Asked Questions guide helps. Please reach out to Bristowdirect if you have any further questions or concerns.