Shop FAQ's

WHO ARE DUCHESS & BUTLER?

Duchess & Butler were the UK’s first luxury curated tablescape rental company created to bring a beautiful and never-before-available aesthetic to reception tables across the wedding and events industry. Our carefully considered line of timeless tabletop accents were hand picked from all over the world and have been gracing reception tables for almost five years. Since our inception, many of our clients have purchased items from our collection; the ultimate keepsake from their wedding by being able to recreate their most memorable tablescape at home. Many more have also been adding Duchess & Butler pieces to their home collections since we launched and we are really excited to now be able to share a selection of our pieces with you.

WHAT IS SPECIAL ABOUT BUYING FROM DUCHESS & BUTLER?

When curating our collection, we invested our time in scouring the globe for the most beautiful, special finds that no other rental company had; cultivating relationships direct with the artisans and manufacturers. For items available across our Rental & Shop Collection, we buy these in large quantities from our suppliers and so are able to offer our clients the best prices possible. Most of our collection is acquired directly from the companies that produce them. Why is this important? Well there is peace of mind knowing that should you ever want to buy more of any item in the future, chances are we will have it in stock. We don’t need to bring out new designs every season like the high street retailers, our ethos is about creating a timeless aesthetic with pieces of enduring beauty so our curated finds will always be at your fingertips.

CAN I ORDER BY PHONE?

Unfortunately, we aren’t able to take orders over the phone but please contact us at shop@duchessandbutler.com or 01442 262 772 if you are having any issues with placing your order.

HOW WILL MY ITEMS BE PACKAGED?

In order to minimise wastage, most of our items will be delivered in non-branded boxes and packaging. Where possible, we use the original packaging from the suppliers and have made a decision to avoid printing with ink where we can to ensure most of our boxes are recyclable.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Orders are usually shipped within 1-3 days of the order being placed. Should you be too excited to wait 3-5 days for your purchase, we are able to offer a faster turnaround on your order. Please see the options during the check-out process which will show once you have entered your delivery address or please do get in touch with us.

CAN I TRACK MY ORDER?

Once you have placed your order, you will receive a tracking number with your dispatch confirmation so you can keep a close eye on when you can expect to take delivery. Please do get in touch with us at shop@duchessandbutler.com if you are still waiting to receive a tracking number and it has been more than six days since your order was placed.

DO YOU SHIP OVERSEAS?

Due to the delicate nature of some of our goods, we currently only offer delivery to the UK as part of our online buying process. If you live abroad and would like us to ship internationally, please email us at shop@duchessandbutler.com with more information and we will be able to tell you whether we can fulfil your request and send a quote on a bespoke shipment for you.
Please note that international shipments have varying lead times and this will depend on the destination and shipping service selected. For those who live outside of the European Union, it may be necessary to pay important duties and taxes on your purchase which will need to be paid locally upon receipt. Duchess & Butler do not cover these costs and are unable to advise on what these would be. Please note that if we do ship internationally, we are unable to offer VAT refunds for international purchases.

WHAT IS YOUR RETURNS POLICY?

We hope that you will love our products as much as we do but understand that sometimes they aren’t quite right. Should you wish to return your items, you have 14 days from delivery to let us know that you would like to refund or exchange your product and a further 14 days from receipt of our Return Note to return the item to us. Goods and packaging must be in perfect condition. Please see our detailed Returns Policy for more information.

DO YOU OFFER EXTENDED RETURNS FOR CHRISTMAS GIFTS?

Absolutely. Our presents are perfect Christmas gifts and for peace of mind, our Christmas Returns Policy runs from November 14th until 2nd January for a full refund provided the items are unused, unwashed, in perfect condition and with the original packaging. Items need to have been returned to us no later than 10th January to be eligible for a refund. Please see our Returns Policy page for more information and kindly remember that we do not cover the postage or delivery fee for the return of the items nor do we refund the original delivery fee unless the item is damaged.