Frequently Asked Questions
How do I contact Buller Ltd
Buller Ltd can be contacted by online chat, email or phone. Details are availabe here. Our customer service operates between 9.00 am and 5:00 pm Monday to Friday. You can also leave us a message outside of these hours and we will respond as soon as one of our agents is available.
Why has my order been marked as "On Hold"?
If your order has been marked as "On Hold". There could be a few reasons.
- You have ordered an "On Hold" product. This means a product you have bought had a red label on the products webpage stating that is it on hold due to supplier issues. If this is the reason, please contact us to find out what is going on.
- There is an issue with your order. This could be a delivery address issue or another reason. Please check your email to see if we have contacted you, if not please contact us to find out what has happened.
- You have specifically requested for the order to be On Hold until further notice.
What if an item is marked as 'Out of Stock' or 'Back Order' ?
If an item is marked as 'Out of Stock' or 'Back Order', we don't currently have it in stock but it can be pre-ordered. Lead time depends on stock availability and our transport schedule. We aim to despatch backorders within 14 days but please contact us through online chat, email or phone for a more precise lead time.
Is there a delivery charge?
Once a product is added to the basket our system will automatically calculate delivery charge. The initial charge is based on delivery within Mainland UK . Once you proceed to checkout and enter your actual delivery address the charge will be recalculated according to the delivery destination.
No charge will be made for delivery of products marked "Free Delivery", whatever the order value. Large items or orders will be transported directly to your home in our own vehicles and handled by qualified delivery staff but we also use the professional services of a carrier. Smaller items may be delivered by UPS, Royal Mail, Parcel Force, or a similar carrier, and relevant delivery charges will be displayed. We are able to deliver to areas other than mainland UK and Ireland . For example the Isle of Man, the Channel Islands and the Scottish Islands , but a delivery surcharge might apply.
What areas are excluded from offer of Free Delivery?
Offer of free delivery on orders over £100 excl. VAT applies to addresses in the mainland UK but excludes remote areas such as the Scottish Highlands (IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE), Isle of Wight (PO30-41), Scottish Islands, Northern Ireland, IOM, Jersey & Guernsey (BT, IM, TR21-25, JE, GY)
When can I expect my order?
All goods ordered by you and available ex-stock will be delivered within 2-3 days from the date of your order, unless we agree with you an extended period for delivery. Any item out of stock will be marked as such on the product page and approximate delivery time may vary. This would normally be between 7 and 21 days. Should we be unable to deliver within said period, or within any extended period agreed with you in writing, we will- if we can - offer you a new delivery date. You may accept this offer but you are under no obligation to do so and you may instead cancel the order and seek a refund of the purchase. Such refund will be made to you within 3-5 working days of your request. Please also note that delays may sometimes occur due to unforeseen circumstances.
What if my delivery contains damaged goods?
Our quality control team inspects all goods immediately on receipt of delivery from our suppliers (to check for faulty goods or for signs of damage during transit to us) and then again prior to dispatch from our warehouses, so as to avoid supplying you with faulty or damaged goods. However, in the event that the goods received by you are for any reason either faulty or damaged, you should contact us within seven days from the date on which you have accepted delivery of the goods, through online chat by phone or email at email@example.com quoting your order number, or using our Contact Us form. In that event, we will either replace the goods or supply you with replacement parts to repair them. Provided that you notify us of the defect or damage within a reasonable period of time after delivery, and provided that the damage or defect has not arisen following the date of delivery to you. Alternatively, you may agree to accept the supply by us of replacement goods, subject to the same terms and conditions as in the supply of the original goods. None of these remedies mentioned in any way affect your statutory rights as a consumer under the Sale of Goods Act 1979 (as amended), or otherwise.
What if I don't like it?
If for any reason you don't like the goods you received we are happy to accept them back if reported within 30 days from the day you received them. Please contact our customer service team through email (firstname.lastname@example.org), online chat, or phone. They will issue a return number and you can send unwanted items back to us. Please note that we don't cover cost of return for unwanted goods.
What if I have a complaint?
Shopping at Buller will hopefully always be an enjoyable experience for all our customers. However, in the unlikely event that you do not enjoy your time shopping with Buller, please tell us. Contact our customer services by email email@example.com or via our online chat. Any complaints will be dealt with in a prompt and professional manner. We will acknowledge your complaint within one working day and will seek to resolve it promptly, and to your satisfaction.
Does Buller Ltd have a returns policy?
Yes, we want you to be pleased with your purchase.
Our returns policy can be viewed here .
How will you use my personal details?
We have a strict policy of keeping all customer information entirely confidential and will never pass your details on to a third party.
What is your service policy?
With our many years of experience within the furniture business, we know that happy customers always return. By sourcing high quality products, we endeavour to avoid problems. However, if you do have a problem, we will contact the manufacturers immediately, and we will arrange for their representative to inspect the goods in order to assess what steps need to be taken to remedy your complaint, i.e. either to carry out on the spot repairs, or to replace the goods. Your statutory rights, either under the Sale of Goods Act 1979 (as amended) or otherwise, is not affected by any remedy which we offer you.
What is the warranty policy at Buller?
All of our products come with a full manufacturer's warranty. This warranty will be for at least one year from the date of supply of the goods to you, but any limitation on the warranty does not in any way affect your statutory rights under the Sale of Goods Act 1979 (as amended) or otherwise.
Do all our prices include VAT?
All our prices can be seen exclusive as well as including VAT at current rate of 20%, where applicable. All goods delivered within UK are subject to VAT (few exceptions apply such as Channel Islands).
If you are a business customer from within EU you might be entitled to purchase goods from us, exclusive of VAT providing you supply us with your valid EU VAT number.
All other countries, such as USA, Canada, New Zealand or Australia and others outside EU bloc are not subject to VAT but might be subject to local duties or taxes for which, we at Buller, cannot be held responsible.
How can I place an order?
You can order online simply by adding item(s) to the basket and when you have completed shopping click on the "Checkout" button, which takes you to our order form. You may then enter your personal information and payment details and submit your order via our secure server. Alternatively, you can place your order by contacting us (via email or online chat) and providing your contact number. We will then call you back to take your order over the telephone.
Do you deliver outside of the UK and Ireland ?
We are able to deliver to areas other than the mainland UK. For example, Northern Ireland, the Isle of Man, the Channel Islands and the Scottish Islands, but all transport costs, will be usually more significant than delivery to Mainland UK.
We don't offer international deliveries at the moment but we are happy to prepare the goods for collection if you would like to arrange for your own international courier.
If you have a specific enquiry regarding delivery to your chosen destination please contact us via email, phone or online chat.
What methods of payment do you accept?
We accept all major credit and debit cards (MasterCard, Visa, AMEX). We also can accept payments via Bank Transfer (BACS), please contact us for bank details if you would like to make a payment using this method. We also accept Payments via PayPal.
At present we no longer accept payments via cheques of any kind.
What if I do not wish to use my Credit Card on-line?
If you decide that you do not wish to submit your credit card details on-line, but you still want to purchase products from Buller Ltd, simply contact us via phone, email or online chat. A member of staff can take your order and your payment details over the phone.
What if I do not have a Credit Card?
If you do not have a credit card but still wish to make a purchase from Buller, simply contact a member of sales by online chat, phone or by email at firstname.lastname@example.org. You can then arrange to make payment by Bank Transfer or PayPal.
What happens if I decide to cancel my order?
Orders may be cancelled at any time before delivery for a full refund. Please contact us via online chat, phone or by email at email@example.com
Please note however that any order could be subject to a minimum returns fee of 20% (Handling Charge) if notification of cancellation is made more than 7 days after delivery.
Quality of our products
We only source products from manufacturers and suppliers who have a history of quality and brand names. Through our business history and experience we are confident that we can offer quality items at the most competitive prices. All goods come with a full manufacturers' guarantee. All goods are new.
Security On Line
All credit card payments are processed with full encryption using Secure online services. For those who may prefer not to use their Credit or Debit cards over the internet, you may place your order by telephone with our friendly and fully trained Sales staff, who can invoice you for payment by another method.
We regularly undergo checks by Trustwave and pass them at all times.
No one can promise 100% security, but we're doing our best and, that's the promise!
As per the Data Protection Act of 1984 and our obligations as laid down by Credit Card Processing Services, we at Buller strictly adheres to all requirements regarding our customer's confidentiality. We will not pass your details on to any third party.
Our Adress Details
40 Woolmer Way
Registered in UK : 05028935
VAT Reg no: GB839150618
EORI no: GB839150618000
XI EORI: XI839150618000