Archived on 2026-09-13T20:38:05.304Z, immediately before the 13 September 2026 policy update. This is a historical record, not the current policy. The original effective dates of these texts have not been verified. Mandatory consumer rights take precedence over any inconsistent historical clause.

View current policies and change history

Contact

We are always here to help. Whether you need assistance with an existing order, have a question about our White Glove delivery, or want to discuss a bespoke piece for your home, our dedicated customer care team is ready to assist you.

Email Us 
[support@brontebuell.co.uk] We typically reply to all messages within the same business day. For order-related inquiries, please include your order number in the subject line so we can assist you faster.

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+44 0333 057 3082 Our team is available to speak with you everyday between 09:00 and 17:00

Legal notice

1. THE PARTIES 1.1. Seller Information

  • Company Name: CASTONE LONDON LTD (Trading as Bronte & Buell)

  • Company Number: 17214929

  • Registered Address: 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM

  • Email: support@brontebuell.co.uk

  • Phone: +44 0333 057 3082

  • Website: https://www.brontebuell.co.uk

1.2. Buyer Information The Buyer is the individual or entity whose details are entered during the checkout process on the Website or Mobile App, and whose information is reflected on the billing address.

1.3. Scope of the Agreement This Agreement sets out the terms and conditions applying to the purchase of goods ("Products") by the Buyer from the Seller via the Website. By placing an order and completing the payment, the Buyer explicitly agrees to be bound by these terms.

2. PRE-CONTRACTUAL INFORMATION Prior to the conclusion of this Agreement, the Buyer acknowledges that they have been fully informed about:

  • The main characteristics of the Products.

  • The total price of the Products, inclusive of all taxes.

  • Delivery costs, arrangements, and the estimated time of delivery.

  • The Seller's complaint handling policy and after-sales services.

  • The conditions, time limit, and procedures for exercising the statutory right to cancel, as well as the specific exemptions for bespoke/custom-made items.

3. RIGHT TO CANCEL & CUSTOM-MADE EXEMPTIONS 3.1. Standard Right to Cancel: For standard, off-the-shelf items, the Buyer has the statutory right to cancel this Agreement within 14 days without giving any reason, starting from the day the goods are received. 3.2. Bespoke and Made-to-Order Goods (Exemptions): In accordance with the UK Consumer Contracts Regulations, the 14-day right to cancel does NOT apply to goods made to the consumer's specifications. * Dining Tables & Chairs: All of our dining tables and chairs are custom-made to order (including specific dimensions, marble cuts, and upholstery fabric choices). Therefore, these items cannot be returned or exchanged due to a change of mind.

  • Refusal on Delivery: If the Buyer wishes to reject a custom-made item upon seeing it during our Premium White Glove Delivery, this must be explicitly noted on the delivery protocol while the delivery team is still present, and the item must be returned immediately with the carrier. Once accepted and installed, bespoke items are non-returnable unless inherently faulty.

4. REWARD POINTS AND PROMOTIONS 4.1. If the Buyer uses reward points, gift cards, or promotional discounts to purchase a Product, and a valid refund is later processed, the refunded amount will be credited back in the original form (e.g., points restored to the account). Under no circumstances can reward points or promotional credits be exchanged for cash. 4.2. The Seller reserves the right to deduct the monetary value of any unfairly acquired or fraudulently used reward points from the Buyer's account or refund balance.

5. DATA PROTECTION AND SECURITY 5.1. The Seller implements robust security measures to protect the Website. However, the Buyer is responsible for the security of their own devices and passwords. 5.2. Personal data collected during the order process is processed strictly in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy. Data is used for order fulfillment, fraud prevention, and, where consent is given, marketing communications. 5.3. The Buyer has the right to withdraw marketing consent and request the deletion or correction of their personal data at any time by contacting support@brontebuell.co.uk.

6. DELIVERY AND GENERAL PROVISIONS 6.1. Delivery Timeframes: The Seller aims to deliver the Products within a maximum of 30 days from the order date unless a different timeframe is agreed upon or stated on the product page. For items in stock, dispatch usually occurs within 21 working days. 6.2. Delivery Method: Unlike standard kerbside drops, heavy and fragile items (such as marble tables) are delivered via our Premium White Glove Delivery Service, which includes carrying the item into the room of choice. Standard/smaller items are sent via Express Courier. 6.3. Inspection Duty: The Buyer is obligated to inspect the Products immediately upon delivery. Any transit damage must be recorded via a "Damage Report" with the delivery personnel. The Seller accepts no liability for transit damage reported after the delivery has been signed for cleanly. 6.4. Force Majeure: The Seller is not liable for delays caused by extraordinary events outside of their control (e.g., extreme weather, strikes, natural disasters).

7. GOVERNING LAW AND JURISDICTION This Agreement and any dispute or claim arising out of, or in connection with it, shall be governed by and construed in accordance with the laws of England and Wales. Both parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim.

Privacy policy

Last updated: August 15, 2026

Bronte & Buell operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Bronte & Buell is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

  • Contact details including your name, address, billing address, shipping address, phone number, and email address.
  • Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
  • Account information including your username, password, security questions, preferences and settings.
  • Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
  • Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
  • Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
  • Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

  • Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
  • Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
  • From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
  • From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

  • Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
  • Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
  • Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
  • Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
  • Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

  • With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
  • With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. .
  • When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
  • With our affiliates or otherwise within our corporate group.
  • In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

  • Right to Access / Know. You may have a right to request access to personal information that we hold about you.
  • Right to Delete. You may have a right to request that we delete personal information we maintain about you.
  • Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
  • Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
  • Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

If you reside in the UK or European Economic Area, and subject to exceptions and limitations provided by local law, you may exercise the following rights in addition to the rights outlined above:

  • Objection to Processing and Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information for certain purposes.
  • Withdrawal of Consent: Where we rely on consent to process your personal information, you have the right to withdraw this consent. If you withdraw your consent, this will not affect the lawfulness of any processing based on your consent before its withdrawal.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority. For the EEA, you can find a list of the responsible data protection supervisory authorities here.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call +44 333 057 3082 or email us at support@brontebuell.com or contact us at 71-75 Shelton Street, WC2H 9JQ, United Kingdom For the purpose of applicable data protection laws, we are the data controller of your personal information.

Refund policy

Returns Policy

Items must be returned within 14 days of receiving your order.

  • Returns must be sent via our approved delivery partners.

  • All items must be returned in their original condition, alongside any delivered accessories, parts, and the original invoice/receipt.

  • Please note: We cannot accept returns or process exchanges for items that have already been assembled or bespoke/custom-made products (e.g., dining tables with custom dimensions or chairs with specifically chosen fabrics).

Received a Faulty or Damaged Item?

We’re so sorry to hear that! If you have received a faulty or damaged item, please contact us within 48 hours of delivery. Please ensure you reach out to our Customer Service team (ideally with photos of the damage) before sending the item back.

How Long Do Refunds Take?

We aim to process all returns as quickly as possible. However, please allow up to 21 working days for your refund to be processed once the item reaches our warehouse. If you think this timeframe has passed, just get in touch and we’ll look into it for you! Once approved, the refund will be automatically issued to your original payment method. Please note that the time it takes for the funds to appear in your account depends entirely on your bank or payment provider.

Can I Exchange an Item?

Yes, you can exchange items within 14 days of receiving your delivery. The item you wish to exchange must be unused, in its original condition, and fully complete with all its parts.

Do I Pay for Return Shipping?

If your item arrives damaged or faulty and you notify us upon delivery (with appropriate evidence), you will not pay any return shipping fees. However, for all other return and exchange requests (e.g., change of mind), the return shipping costs are the responsibility of the customer.

Shipping

At Bronte & Buell, our goal is to deliver your purchase as quickly and smoothly as possible. We review each order individually, taking into account the destination, weight, and dimensions of the products. Estimated shipping times are detailed on each product page, but we always strive to reach you even faster.

Delivery Methods

  • Premium White Glove Delivery (Heavy & Fragile Goods): Large or delicate items, such as our marble and solid wood furniture, are handled by our specialized delivery partners. With our White Glove service, your items will not just be dropped at your door; our professional team will carefully bring them into your room of choice, unpack them, and take away all the packaging debris. You will be notified via SMS or email once your order has been handed over to our logistics partner to coordinate your delivery.

  • Express Courier: Relatively smaller items will be delivered by premium international couriers such as DHL, FedEx, or TNT. Once your order is dispatched, a tracking number will be sent to you via SMS or email.

Bronte & Buell reserves the right to change the delivery method if necessary. If you have an active order and the delivery method changes, you will be notified at least 2 days in advance.

Delivery Conditions

For our White Glove service, our delivery team will contact you to coordinate a suitable delivery day. An adult (over 18 years old) must be present at the address to receive the items, direct the team to the room of choice, and sign for the order. If you are not at home to accept the delivery after it has been scheduled and confirmed, please note that you will be responsible for any redelivery and restocking fees.

Upon Delivery (Action Required)

While the delivery team is still present and before you sign the proof of delivery, please ensure you do the following:

  1. Thoroughly inspect your items after they are unpacked by our team.

  2. If you notice any damage (even minimal), you must explicitly write "Damaged" on the delivery form or the driver's digital device.

  3. Contact our customer support immediately at +44 0333 057 3082 to report any defects or transit damage.

Please note: Failure to follow these steps will result in the rejection of any return or exchange requests regarding transit damage.

Disputed Deliveries

In cases where orders are marked as delivered but claimed as unreceived, or where we suspect fraudulent activity (including the return of used items), we reserve the right to withhold refunds and block your account (and any associated accounts) from placing future orders. If you believe this action has been taken in error, please contact us. Bronte & Buell cannot be held liable for any loss, theft, or damage to the products once they have been successfully delivered and signed for at your address.

Terms of service

1. INTRODUCTION Welcome to Bronte & Buell (https://www.brontebuell.co.uk). These Terms and Conditions govern your use of our website and the purchase of goods from it. This website is operated by CASTONE LONDON LTD. We are a company registered in UNITED KINGDOM, Number 17214929. Our registered address is 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM. By opening an account, browsing our website, or placing an order, you agree to be bound by these Terms and Conditions.

 

2. USER ACCOUNTS AND CONDUCT

  • 2.1 Account Security: If you create an account, you are responsible for maintaining the confidentiality of your password and account details. Bronte & Buell cannot be held liable for any loss or damage arising from unauthorized use of your account.

  • 2.2 Lawful Use: You agree to use our website only for lawful purposes. You must not use the site in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the site (including introducing viruses, trojans, or other malicious material).

  • 2.3 Intellectual Property: All content on this website, including text, graphics, logos, and images, is the property of CASTONE LONDON LTD and is protected by UK and international copyright laws.

     

3. PRODUCT INFORMATION AND ORDERS

  • 3.1 Product Descriptions: We take all reasonable care to ensure that all details, descriptions, and prices of products appearing on the website are correct. However, because natural materials (such as stone and wood) are used, slight variations in color and texture may occur.

  • 3.2 Order Acceptance: Your order is an offer to buy from us. A contract is only formed when we dispatch the products to you and send an order confirmation email. We reserve the right to cancel any order prior to dispatch without giving a reason, in which case a full refund will be provided.

4. CANCELLATION AND RETURNS POLICY

We comply strictly with the UK Consumer Contracts Regulations.

  • 4.1 Standard Right to Cancel: For standard, off-the-shelf items, you have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire physical possession of the goods. To exercise this right, you must inform us clearly of your decision to cancel.

  • 4.2 Return of Goods: You must send back the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation. You will have to bear the direct cost of returning the goods.

  • 4.3 Bespoke and Custom-Made Items (EXEMPTION): Please note that all of our dining tables, specific upholstery choices, and custom-sized/tailored items are made-to-order. Under UK law, the 14-day right to cancel does not apply to bespoke or personalised goods. Once delivered and installed, custom-made items cannot be returned or exchanged unless they are faulty or not as described. Any visible damage must be reported to the delivery personnel immediately and noted on the delivery receipt.

5. PRICING AND PAYMENT

  • 5.1 Prices: All prices shown on our website are inclusive of applicable taxes but exclude delivery charges unless otherwise stated. Delivery costs will be calculated and displayed at checkout.

  • 5.2 Payments: We do not store your credit card details. All transactions are processed via secure 3D payment gateways.

6. DELIVERY

  • 6.1 Timeframes: For items in stock, we aim to dispatch your order within 21 working days. Standard transit times via our courier partners typically take an additional 3 working days.

  • 6.2 Failed Deliveries: If you are not available to accept delivery, it is your responsibility to contact the courier to rearrange. Any additional costs incurred due to failed deliveries or goods returned to us because of an unaccepted delivery will be the responsibility of the customer.

  • 6.3 Inspection: It is your responsibility to inspect the goods upon delivery. If the packaging or product appears damaged, you must refuse the delivery or sign for it as "damaged" and notify us immediately.

7. DATA PROTECTION AND PRIVACY

Your privacy is important to us. We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We will only use your personal information to fulfill your orders, manage your account, and (if you have opted in) send you marketing communications. We do not sell your data to third parties.

8. GOVERNING LAW AND JURISDICTION

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.