Customer Care

Help with your order, your next collectable, or a gift for someone special.

Orders & account

Delivery help

Orders are dispatched the next business day, excluding weekends and public holidays.

Find guidance on delivery options, tracking, delays and parcels that have not arrived.

Returns & item issues

For a damaged, faulty or incorrect piece, include your order number and a description of the issue. Photos are helpful where practical.

Returns & refunds →

Find the right piece

Send the product name, SKU or a clear photo when asking about a piece or matching an existing collection.

Ask a product question →

Common questions

Where can I see delivery charges?

Available delivery options and charges are shown at checkout. If you need a gift for a particular date, contact us before ordering.

What should I do if my item arrives damaged?

Email us with your order number and details of the issue. Please keep the item and packaging while we explain the next step. See our returns policy for full details.

Can I save pieces for later?

Use Save to wish list on a product page to keep a piece on My Wish List. Saved pieces stay in the same browser on the same device. Enable JavaScript and browser storage to use this feature; clearing browser data may remove your list. Your wish list is separate from your customer account and does not reserve stock.

Are gift cards and memberships available?

Digital gift cards are available. Choose a digital gift card for use at Allen & Russell checkout. Collectors Club is free to join, with points on eligible merchandise purchases. Open Rewards on the store to sign in, view your points and redeem rewards. Fast Track membership is coming soon and is not yet available to purchase.

Where should I start when choosing a gift?

Explore our Gift Guide or Collector Guides for help choosing by brand, relationship or occasion.