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.
Where are your products made, and where do they ship from? Our products are designed in Ghent and made by our production partner in China. Your order ships directly from there to you.
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. Customs, duties and import fees are included in the price you pay at checkout. If a carrier still asks you to pay anything, send us the receipt at support@buchan.store and we refund it in full.
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 as soon as possible and we'll open an investigation with the carrier.
My parcel arrived damaged, or items are missing. Email us as soon as you can with your order number and photos. We'll send a replacement or refund you, and we pay all shipping costs.
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 4–6 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 after delivery to change your mind, no reason needed. Tell us through the returns portal, by email, with our Withdraw from contract here button, or with the withdrawal form. Then you have another 14 days to send the items back. Try them on like you would in a shop. The full rules are in our Return & Refund Policy.
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? Yes, you pay for sending the items back, unless the item is faulty, damaged or wrong. You buy the label in our returns portal and see the price before you confirm: Belgium €8,95 · Netherlands €9,95 · Germany €9,95 · France €12,95. We don't take any other costs off your refund. 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? We refund within 14 days after you tell us you're withdrawing, to your original payment method. We may wait until the items are back or you send proof that you posted them. We refund the standard shipping you paid too.
I received a damaged or defective item. You have the 2-year legal guarantee. Email us with your order number and a photo, ideally within 2 months after you notice the problem. We repair or replace it for free, and if that's not possible you get a price reduction or your money back. We pay all shipping costs.
I'm in the EU. What are my rights? You can withdraw within 14 days after delivery, no reason needed, and then send the items back within another 14 days. We refund everything you paid for them, including standard shipping. You pay the return label, unless the item is faulty. Use the Withdraw from contract here button to do it online.
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.
