FAQ
Got a question? You can find all answers here:
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How do I know my size?
When buying online it can be hard to know what's the perfect size for you, we have made sure to add a sizing guide below all items on the website to make sure you can order your garment with the perfect fit.
Our sizing is true to size unless stated otherwise, so if you wish for an oversized fitting we would recommend for you to order a size larger than your perfect fit.
If you still have doubts make sure to contact us on Instagram and we will be more than happy to help.
What payment methods do we accept?
We currently accept the following payment methods: Visa, MasterCard, American Express, Maestro, iDEAL, Bancontact, Shop Pay, Apple Pay, Google Pay, PayPal and Klarna.
How do I take care of my Buchan item?
We recommend that you wash all your clothing inside out on 30°C, with separate colors if possible. Buchan Shoes we recommend you hand wash with soap and warm water.
Shipping & Delivery
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Where is my order?
To track the status of your order, please use the tracking number provided in the shipping confirmation email. For pre-order items, the estimated time of arrival (ETA) is provided in the product description.
Do you ship internationally?
Yes, we ship worldwide!
Shipping prices differ in each region, view the checkout page for the correct amount.
Why hasn't the tracking info been updated?
Shipping labels are occasionally created before the items are shipped, leading to delays in tracking updates. If you encounter such delays, rest assured that your order is in progress.
How do I change the shipping address for my order?
Only if your order has not been shipped yet, you can update the shipping address by contacting us at support@buchan-official.com with your order number and the corrected address details.
My shipment was marked as delivered, but I haven't received it.
Please check that your order wasn't delivered with neighbours or in a pickup point. If you still haven't found your order send us an email on support@buchan-official.com including your order number and the concern. We will initiate an investigation with the shipping carrier and resolve the issue!
Returns & Refunds
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What is your return policy?
If the item doesn't fit or doesn't work for you, there is possibility to return your order within 14 days after the delivery date. You can find all info about returns here.
Can I exchange an item?
If you wish to exchange you can simply retour the item you don't want, you'll get a refund once it arrived at Buchan. You can order a new item yourself from our website!
Do I have to pay for the return shipment?
Yes, you are responsible for covering the cost of the return shipment. Shipping fees are non-refundable, it is advised to use our designated return portal to ensure a smooth return process. If you choose to return in store it has no extra cost!
Can I return my order to The Buchan Store?
Absolutely! In addition to our online return portal, you have the option to bring the items back in person to our store for returns or exchanges. No extra charges apply!
Orders
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How long will it take to receive my order?
Typically it takes 3-5 business days to receive your order. Except if your order contained a pre-order item or in busy days (black Friday, big drop, sale) it may take longer.
We’re doing our best to deliver it as fast as possible! You can also check the estimated date underneath each product.
I've paid for an order but haven't received an order confirmation?
Please check your spam or junk folder. If the confirmation email is still not found, contact us at support@buchan-official.com, and we will assist you in verifying your order status.
Can I change or remove items from my order after it's been placed?
Yes, items can be added or removed from your order if they haven't been shipped yet. Please email us at support@buchan-official.com with your order number and the specific changes you'd like to make. We will send an invoice or process a refund accordingly.
How can I cancel my order?
To cancel your order, please send an email to support@buchan-official.com with your order number and the request to cancel. We will do our best to assist you, but once the order has been shipped out cancelling isn't possible.
What should I do if the item I received is damaged or defective?
Please email us at support@buchan-official.com with your order number and clear photos of the damaged or defective item.
We will assess the situation and provide instructions on how to proceed.
What happens if I receive an incorrect item in my order?
Please contact us at support@buchan-official.com with your order number and details of the incorrect item received. We will work to resolve the issue and provide instructions for the return or exchange process.