FAQ
Everything you need to know about ordering, shipping, and returns. Can't find your answer? Email us at support@buchan.store and we've got you.
Orders
Can I change or cancel my order? Yes, if it hasn't entered processing yet. Email support@buchan.store as soon as possible and we'll catch it before dispatch. Once a parcel is packed and handed to the carrier we can't stop it, but you can still return it once it arrives.
I entered the wrong address. What now? Email us right away and we'll update it before your order ships. If a parcel comes back to us because the address was incomplete or incorrect, we'll reship it once you cover the new shipping cost.
Do you offer gift cards? Yes. Buchan gift cards are available in the shop and delivered digitally.
Shipping & Delivery
Where do you ship? Worldwide, from Europe.
How long does delivery take? Standard orders arrive within 6 to 16 calendar days, depending on your destination:
| Destination | Estimated Delivery |
|---|---|
| Belgium, Netherlands, Luxembourg | 6 to 10 days |
| Germany, France | 7 to 12 days |
| Rest of EU | 8 to 14 days |
| UK, Switzerland, Norway | 8 to 14 days |
| United States, Canada | 8 to 16 days |
| Rest of the world | 10 to 16 days |
Orders are prepared for dispatch within 1 to 3 business days. During drops, restocks and sale periods, this can take slightly longer.
How much does shipping cost? Shipping is calculated at checkout based on your destination and order size. Delivery is free on all orders over €150.
Will I pay customs or import fees? No. We cover customs and import fees on worldwide orders. No surprise charges on delivery, and nothing to pay before your parcel is released.
How do I track my order? You'll receive a tracking link by email as soon as your order is registered with the carrier. Track it any time at buchan.store/apps/trackorder. A few quiet days at the start is normal, since scans only appear once the parcel physically moves through the carrier's network. If tracking hasn't moved at all after 10 days, email us with your order number and we'll chase the carrier for you.
My tracking says delivered, but I don't have my parcel. Check with neighbours, your building's reception, and any local pickup point first. Parcels are often left there without notice. Still nothing? Contact us within 7 days and we'll open an investigation with the carrier.
My parcel arrived damaged, or items are missing. Contact us within 14 days of delivery with your order number and photos. We'll sort a replacement or refund.
Pre-Orders
How do pre-orders work? Pre-ordered pieces are produced after you order. It's how we bring back sold-out styles and release limited runs without overproducing. Expect delivery around 4 weeks from your order date. The exact window is always listed on the product page, and we email you at every stage, including tracking once it ships.
My order has both in-stock and pre-order items. When does it ship? Everything ships together once the pre-order is ready. Want the in-stock pieces sooner? Email us and we'll split the shipment at no extra cost.
Can I return a pre-order? Yes. Pre-orders follow the same return conditions as everything else. The 14-day window starts on the day of delivery.
Returns & Refunds
What's your return policy? You have 14 days from delivery to register your return through our returns portal. Items must be unworn, unwashed, and in their original packaging. Returns sent back without registering through the portal can't be processed.
What are my options when I return something? Three ways to go:
- Store credit, with a 10% bonus on the returned item's value.
- Exchange: need a different size? Select store credit and place a new order.
- Refund: a full refund to your original payment method once we receive your return.
Do I pay for return shipping? If you choose store credit, return shipping is free in Belgium, the Netherlands, Germany, and France. If you prefer a refund, return labels are available through our portal: Belgium €8,95 · Netherlands €9,95 · Germany €9,95 · France €12,95. Returning from somewhere else? Email support@buchan.store and we'll set it up.
Can I return sale items? Yes. Sale items can be returned within the same 14-day window, under the same conditions.
How long does my refund take? Refunds go back to your original payment method within 5 to 10 business days of us receiving your return.
I received a damaged or defective item. We'll send a replacement free of charge. Contact us within 14 days of delivery with your order number and a photo of the damage.
I'm in the EU. What are my rights? In line with EU consumer law, you can withdraw from your purchase within 14 days of delivery, no reason needed. Return shipping costs apply as outlined above, unless the item is faulty.
Payments
Which payment methods do you accept? Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, PayPal, Klarna, Shop Pay, Bancontact, iDEAL, Wero, MobilePay, Twint, Przelewy24, BLIK, and Union Pay.
Is my payment information secure? Yes. Payments are processed through Shopify's secure checkout, and card information is always encrypted in transit.
Privacy & Your Data
What do you do with my personal data? We use it to process your orders, arrange shipping, handle returns, and, if you've opted in, send you updates and offers. The full details are in our Privacy Policy.
Can I access or delete my data? Yes. Depending on where you live, you can request access to, correction of, or deletion of your personal information. EU and UK customers can also object to or restrict processing, and withdraw consent at any time. Email support@buchan.store to exercise any of these rights.
How do I unsubscribe from emails? Use the unsubscribe link at the bottom of any of our emails. For SMS, reply STOP at any time.
Contact
How do I reach you? Email support@buchan.store and we'll get back to you as quickly as we can.
Who is behind Buchan? Buchan is a Belgian streetwear brand born in Ghent in 2020. What started in a bedroom with a pair of scissors has grown into a worldwide community. Ideas turned into physical form.
