Refund policy
Buchanan Albert is built on a simple idea: own fewer, better things and keep them for years. Every piece we offer is chosen for its cloth, its cut and how it wears over time. We want each one to feel right the day it reaches you. On the rare occasion it does not, sending it back should be straightforward, and the terms below set out exactly how.
This policy applies to all orders shipped within the United States.
Return Window
You have 50 days from the date of delivery to request a return. Requests made after the 50-day window has closed cannot be accepted.
Condition of Returned Items
To be accepted, an item must be:
- Unworn, unwashed and unaltered, in its original condition
- Returned with all original tags attached and in its original packaging
- Accompanied by proof of purchase, such as your order confirmation or receipt
Items that show signs of wear, are missing tags, or arrive without their original packaging cannot be approved for a refund.
Return Shipping
Return postage is the customer's responsibility. We do not provide prepaid labels, and we do not deduct any fee from your refund to cover it. There is no restocking fee. We recommend a tracked and insured service for your return, as we cannot take responsibility for parcels lost or damaged on the way back to us.
How to Start a Return
1) Email customercare@buchanan-albert.com with your order number and the reason for the return.
2) Wait for return instructions and the correct return address from our team. Please do not send anything back before you receive this confirmation.
3) Repack the item carefully, with all tags and original packaging in place.
4) Send it with your chosen carrier and keep your tracking reference until your refund is complete.
Exchanges
If you would like a different size or colour, the quickest route is to start a return and place a new order for the piece you want. If you would prefer we arrange the swap, mention it when you first get in touch. For non-faulty items the standard return terms above apply, including return postage. Faulty items are always handled at no cost to you, as set out below.
If Your Order Arrives Damaged, Faulty or Incorrect
If anything is wrong with your order, contact customercare@buchanan-albert.com as soon as possible, and within 50 days of delivery. Include your order number and clear photographs of the issue. You do not need to send the item back. We will put it right at no cost to you, with your choice of a full refund or a free replacement.
Order Cancellations
If your order has not yet entered our shipping process, you can request a cancellation by emailing us as soon as possible. Once an order has been handed to the carrier and is in transit, it can no longer be cancelled. In that case, please wait for it to arrive and follow the return process above.
Refund Processing
Once your return reaches us, we inspect it against the conditions above and email you to confirm whether it has been approved. Approved refunds are returned to your original payment method within 2 business days of inspection.
Please also note:
- Any shipping you paid at checkout is non-refundable, unless the return is the result of an error on our part.
- Your bank or card issuer may need extra time to show the refund on your statement after we have issued it.
- If 7 business days have passed since we confirmed your refund and you still cannot see it, please contact us so we can look into it.
Contact Us
Email: customercare@buchanan-albert.com
Support Hours: Monday to Friday, 8:00 AM to 3:00 PM EST.
We reply within 1 business day.
Address: 58 Water Street, Suite 252, New York, NY 10041