Our delivery costs are calculated based on the weight of the items ordered.
Delivery is via Royal Mail and usually takes 5-7 working days maximum, although currently orders may be delayed (please see below). For estimated international delivery times, please see the Royal Mail website: http://www.royalmail.com/personal/international-delivery/country-guides
Our online shop remains open. However, we are currently operating with a significantly smaller team so it may take up to 7-10 working days for your order to be sent out. We ask for your your understanding and patience whilst we process your order.
Whilst most orders are arriving within a few working days of being sent out, we are aware that some parts of the UK are now experiencing reductions in postal services as a result of Covid-19, so it is possible that your order may take longer to arrive.
We are aware of some overseas parcels taking up to 6 weeks to arrive. This is due to circumstances unique to the pandemic in different countries, which are affecting postal services, customs and air freight.
In both cases, unfortunately once the parcel leaves us there is nothing we can do to speed up its arrival.
We would like to take this opportunity to thank you for supporting us and we look forward to resuming normal service as soon as possible.
If you do have any questions about your order, please email usl at email@example.com and we'll get back to you as soon as possible.
To confirm whether your membership gift pack has been sent, please contact firstname.lastname@example.org who will be able to verify the status of your order.
Further information can be found here.
As a retailer, we care about reducing our impact on the environment. We collect used packing materials from deliveries and donations from across the wider BFI, and wherever possible our items are packaged using used materials. We do not purchase any new plastic packing materials.
Our returns period is 14 days from despatch and any products should be returned within this period. We will only offer a refund or exchange of products provided they are returned unused and unmarked and are in the original packaging.
Please enclose a copy of the invoice with the item you are returning, stating the reason for return and whether you require an exchange or refund. Please note that we do not refund delivery costs. Please pack your item(s) in suitable packaging and return the parcel to us at:
BFI Shop, Belvedere Road, South Bank, London SE1 8XT
For customer security, we recommend you obtain a Proof of Posting Certificate (available from the Post Office) for all returns. You should keep this until you have received your exchange or refund. We will make a refund or exchange once we have received the products, we do not accept any liability for products returned.
If you believe your products to be faulty, please return the item to us together with a copy of your invoice with a note explaining what you believe the fault to be with the products. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.
If the products supplied to you are damaged on delivery, please notify us in writing via the Contact Us page of the website within 14 days.
In line with the United Kingdom's Consumer Contracts Regulations 2013 (http://www.legislation.gov.uk/uksi/2013/3134/contents/made), you have the right to cancel your order within 14 working days of placing your order.
In the case that the products have not already been despatched, we will credit any sum debited to your credit or debit card.
If the products have already been dispatched you must return the products without unpacking them to us at soon as possible at your own expense. Once we have received your notification of cancellation and the returned products, we will credit to your credit or debit card any sum debited within 30 days of receipt of your products being returned.
If we do not receive the products back from you, we may arrange for collection of the products from the delivery address provided and are entitled to deduct the direct costs of recovery from the amount to be re-credited to you within 30 days after we receive your notification.