Frequently Asked Questions
Welcome to the Bristow Direct Frequently Asked Questions page. We want to make your shopping experience as smooth and straightforward as possible.
Orders and Shipping
Can I cancel my order?
Contact us as soon as possible at orders@bristowdirect.com if you wish to cancel an order.
We cannot guarantee that an order can be stopped once processing or dispatch has begun. If it has already been dispatched, you may return eligible items in accordance with our Return and Refund Policy.
This does not affect your statutory cancellation rights.
Can I change my delivery address after ordering?
Contact orders@bristowdirect.com immediately with your order number and the correct delivery address.
We cannot guarantee that an address can be changed once processing has begun. If the order has already been dispatched, we will be unable to amend the delivery address, but we will advise you of any options that may be available through the courier.
What are your delivery times and costs?
We offer the following delivery options for UK Mainland, including England, Scotland, and Wales but excluding offshore islands, the Scottish Highlands, and Northern Ireland:
- Non-fragile items: £4.99
- Fragile items: £7.50
- Oversized items: £9.95
For the Scottish Highlands, offshore islands, and Northern Ireland (Zone 2), delivery costs £6.99. Please allow up to seven working days for these deliveries.
Do you offer international shipping?
Yes, we ship to a range of international destinations. Current rates include:
- Channel Islands, Ireland, Belgium, France, Germany, Luxembourg, and the Netherlands: £12.49
- Austria and Denmark: £14.99
- Czech Republic, Italy, Slovakia, and Spain: £19.99
- Estonia, Finland, Hungary, Poland, Portugal, Sweden, Slovenia, and Bulgaria: £24.99
- Croatia, Greece, Latvia, Lithuania, and Romania: £34.99
Large, fragile, or bulky items cannot be shipped outside the UK.
International delivery normally takes between two and ten working days. Next-day and weekend delivery services are not available for international orders.
How do I track my order?
Once your order has been dispatched, you will receive a confirmation containing your tracking details.
Our couriers may include Amazon, Evri, DPD, DHL, Yodel, Tuffnells, and Translink Express.
What if my parcel is delayed?
Check your tracking link for the latest information from the courier.
If the tracking has not updated for three working days, or the parcel has not arrived within the expected delivery timeframe, contact orders@bristowdirect.com with your order number. We will investigate the delay with the courier and update you as soon as possible.
My tracking says delivered, but I haven’t received my parcel. What should I do?
Check with household members and neighbours, and look in any safe place where the courier may have left the parcel. Please also review the tracking page for a delivery photograph or location note.
If you still cannot locate it, email orders@bristowdirect.com as soon as possible, preferably within 48 hours of the delivery scan. Include your order number and tracking details so that we can investigate with the courier.
Reporting the issue after 48 hours does not affect your statutory rights.
Payments and Checkout
Are my payments secure?
Yes. Payments are processed securely through Shopify’s encrypted checkout and trusted payment providers. The payment methods currently available for your order will be displayed at checkout.
Bristow Direct does not directly store your complete card details.
Returns
Do I need to contact you before returning something?
Yes. Please contact orders@bristowdirect.com before sending anything back so that we can provide the correct return instructions.
Contacting us first does not affect your statutory rights.
How long do I have to return an item?
You have 14 days after receiving your order to tell us that you wish to cancel or return an eligible item. After notifying us, you normally have a further 14 days to send it back.
How do I request a return?
Email orders@bristowdirect.com with your order number and the reason for the return. We will then provide the correct return instructions.
Where do I send my return?
Unless we provide different instructions, returns should be sent to:
Bristow Direct
82A James Carter Road
Mildenhall
Bury St Edmunds
IP28 7DE
What condition should returned items be in?
Items should be returned in the same condition in which they were received, unworn or unused, with any tags attached and, where possible, in their original packaging.
You may inspect an item as you would in a shop. However, we may make a lawful deduction from your refund if it has been handled beyond what is necessary and its value has been reduced.
Should I use tracked return postage?
We recommend using a tracked return service and keeping your proof of postage. This helps protect you if the parcel is delayed or lost while being returned.
Who pays for return postage?
For a change-of-mind return, you are responsible for the return postage cost.
If we provide a prepaid return label, its cost may be deducted from your refund. We will confirm the amount before arranging the return.
If an item is faulty, damaged, not as described, or if we sent the wrong product, we will cover reasonable return postage costs or arrange collection.
What should I do if my item is damaged or faulty?
Contact orders@bristowdirect.com as soon as possible. Include your order number and details of the issue.
We may ask for clear photographs of the item, packaging, barcode, or product code to help us assess the problem.
If the issue is confirmed, we will arrange an appropriate replacement or refund and cover reasonable return postage costs or arrange collection.
What should I do if I receive the wrong product?
Contact orders@bristowdirect.com as soon as possible. Include your order number, a clear photograph of the product received and, where possible, a close-up photograph of its barcode or product code.
We will arrange an appropriate replacement or refund and cover reasonable return postage costs or arrange collection.
Which products cannot be returned?
Certain products may be excluded from change-of-mind returns where permitted by law, including:
- Goods that deteriorate or expire rapidly, such as certain fresh flowers, plants, and food
- Bespoke, made-to-order, or personalised products
- Sealed personal-care or hygiene products after the seal has been broken
- Hazardous materials, flammable liquids, or gases
- Gift cards that have been used or where cancellation rights no longer apply
Sale items remain covered by applicable cancellation and statutory rights. These exclusions do not apply where an item is faulty, damaged, incorrect, or not as described.
Contact us if you are unsure whether your item is eligible for return.
Can I exchange an item?
The quickest way to obtain a different item is to return the original and place a separate order after the return has been accepted.
If we sent the wrong item, or it is faulty, damaged, or not as described, contact us before placing another order.
Refunds
When will I receive my refund?
We will notify you after receiving and inspecting your return.
Approved refunds will be issued to your original payment method. Where statutory cancellation rights apply, refunds are processed within 14 days of receiving the returned goods or acceptable evidence that they have been sent back, whichever is earlier.
Your bank or card provider may take additional time to process and display the refund.
Can you withhold my refund?
Where permitted by law, we may withhold the refund until we receive the returned goods or acceptable evidence that they have been sent back.
Will you refund my original delivery cost?
If you cancel an entire eligible order under applicable UK or European cooling-off rules, we will refund the original standard delivery charge where required by law.
If you selected enhanced or express delivery, the additional amount above the standard delivery cost is not refundable.
Can deductions be made from my refund?
If an item has been handled beyond what is necessary to inspect it, we may make a lawful deduction to reflect any reduction in its value.
My refund has not arrived. What should I do?
Your bank or card provider may take additional time to display the refund.
If more than 15 business days have passed since we confirmed that your refund was issued, contact orders@bristowdirect.com.
Product FAQs
Are your products gift-wrapped or gift-ready?
We do not currently offer a gift-wrapping or gift-message service. However, our products are carefully packaged and are ideal for gifting.
Can I personalise or customise a product?
Selected products may offer custom or personalised options.
Personalised or custom-made products cannot normally be returned for a change of mind once production has begun. This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.
For enquiries, contact info@bristowdirect.com.
How do I care for my items?
Care instructions vary by product. Refer to the individual product page or contact us for guidance.
Gift Services
Do you offer gift messaging?
No, we do not currently offer gift messaging.
Do you offer gift receipts?
No, we do not currently offer gift receipts. Any paperwork supplied with an order will be our standard order documentation and should not be treated as a gift receipt.⠋
Can I send an order directly to the recipient?
Yes. Enter the recipient’s delivery address during checkout and we will send the order directly to them.
Do you offer corporate or bulk gifting?
Yes. Contact info@bristowdirect.com to discuss your requirements.
General
How do I contact you?
Email: info@bristowdirect.com
Customer-service hours are Monday to Friday, 9am to 6pm.
Weekend enquiries can be submitted by email or through our contact form.
Do you have a physical store?
No. Bristow Direct is an online-only store. You can shop our full range at bristowdirect.com.
This FAQ does not affect your statutory rights.⠋