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Customer Service

COVID-19 Update

Is still operating?
Our website is fully operational, and we continue to deliver to over 130 countries. We will also continue to connect with our customers through our social channels.

Will my order arrive on time?
During this period it may take a little longer than usual for your items to get to you, we aim to have UK and EU orders delivered within 5 working days and up to 10 working days for the Rest of the World.

Will you extend your returns policy if I am unable to return my order in time?
Yes, we are extending our returns policy to 28 days after our store reopens. All other aspects of our Returns & Refunds policy remain the same.

Is Click & Collect still available?
Our Click & Collect service is currently unavailable during the temporary closure of our store. This service will resume as soon as our store reopens.

Shipping & Delivery

The goods you order will be delivered to the specified delivery address. Delivery to UK addresses are made by Royal Mail Special Delivery, DHL or TNT Courier service and are charged at £5.00.

If there is no one at the address given who is competent to accept delivery of the Products, you will be notified of an alternative delivery date or a place to collect the Products.

All Orders must be signed for at point of delivery. If your Order is returned because no signature was obtained or for any reason such as postal strikes, you will be responsible for all return and re-delivery charges. If someone unauthorised signs for your purchase at the address you have given us, it will not be the responsibility of William & Son.

Delivery time is subject to product availability and clearance of your payment.

We are fully insured to despatch Products to the value of £15,000 per consignment. Orders where Products exceed this amount will be split in to multiple packages. Where there are multiple packages a shipping charge will be applied to each individual package.

Please note that any duties and taxes incurred in the country of destination are the responsibility of the client.

Payment Methods

All payments must be made by electronic bank transfer to our account, and you will be responsible for any charges involved in the transaction. If your bank fails to transfer any sums due, your order will not be accepted and we will not be liable for any delay or non-delivery.

We accept VISA, Mastercard and American Express [AMEX]. All Orders will be charged in GBP pounds sterling. To securely receive your payments over the internet we use Sagepay technology which provide secure online credit card and debit card solutions. Sagepay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard [PCI]. They adhere to the most stringent levels of fraud screening, ensuring that our customer details remain secure throughout the transaction process.

Cancelling your Order

We reserve the right to cancel the contract between you and us if: a) we have insufficient stock to deliver the Products you have ordered; or b) we do not deliver to your area/territory; or c) one or more of the items you have ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by email and will re-credit to your account any sum deducted by us from your credit card as soon as possible, within 28 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

If you need assistance for any reason, please email or call +44(0)20 7493 8385 between Monday to Friday 09:00 – 18:00 (GMT).

Returns Policy

If you are not entirely happy with your online purchase or your goods are faulty or incorrect, please contact us within 28 calendar days of receiving the goods at:

+44 (0)20 7493 8385 or

  • All item(s) must be returned in an unused (saleable) condition, in their original packaging, with your order number and contact details for an exchange or full refund.
  • Please retain proof of postage as we cannot be held responsible for parcels lost in transit.
  • Please note that you will be responsible for the costs of returning the goods to us including any customs duties or charges. Only in the case of faulty or incorrect goods will we be responsible for the cost of returning the goods.
  • All refunds will be issued to the card used to make the purchase, including gifts.

Please address all returns to:

William & Son Returns
34-36 Bruton Street

Orders from within the mainland UK can also be returned via our returns collection service which can be organised by contacting William & Son at 020 7493 8385.


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