Frequently asked questions

We accept Stripe Payments and Crypto: Bitcoin, Litecoin, Litecash and Lithium.

We use plain, discreet packaging.

Your order is on hold while we are either waiting to receive your payment or while we confirm that your payment has been received. We aim to have this done within 24 hours.

You will receive an email notification once this has been done.

Please raise a support ticket with your order number and attach a screenshot/proof of payment so we can confirm that we have received it.

In the meantime, keep an eye out for our “Payment received” email.

On-Hold: After the initial order, your order will stay here until payment has been verified.

Payment Reminder: This means we’ve noticed the payment hasn’t been made yet, and we’re sending a reminder before we proceed with order cancellation.

Payment Received: We’ve successfully verified your payment, and the team is now putting your order together.

Order Paused: We’re in the process of gathering some of the stock, and one of our team members will reach out with an update, if necessary.

Order Packaged: Your order has been packed and is now waiting to be shipped.

Order Dispatched: We’ve got your tracking number, and your order is officially on its way!

We are getting your goodies ready and aim to have this done within 24 hours, but in some cases it can take longer. We will send you an email after 48 hours to keep you updated.

Unless you have already received your dispatch email, raise a support ticket with the category “Order issue”, and include your order number and your new address details.

We’ve introduced the option to add your order number when submitting a payment. This enables our payments team to verify and process your orders more efficiently, ensuring a faster turnaround time from payment to fulfilment.

We have processed and dispatched your order.

Once we have dispatched your goodies, you will receive a Royal Mail Special Delivery tracking number via email.

This means part of your order is ready, and we do not want you to wait for your goodies, so we have sent out part of your order whilst we prepare the rest. When the final part of your order is available you will receive a dispatch email letting you know!

Purchases made using a promotional code are considered final and are not eligible for refunds or replacements under normal circumstances.

Exceptions may be made in the case of unforeseen damage during transit or issues caused by postal errors. If you experience any such issues, please raise a support ticket with your order details and supporting evidence, and we will do our best to resolve the matter promptly.

Please note that, due to the discreet nature of our services, we are unable to accept postal returns. If you cannot receive your delivery, we regret that we cannot offer a refund or replacement.

BDC Priority (£30/month): priority stock access, direct Telegram support and next-day dispatch.

BDC VIP (£50/month): everything in BDC Priority, plus 35% off selected items when you spend £150 or more. Available 7 days a week on selected eligible products.

BDC Black (£100/month): everything in BDC VIP, plus 50% off selected items with no minimum spend, and free product samples to test and review. Our strongest membership — your 50% member discount applies to selected eligible products without needing to reach a minimum order value.

Membership discounts apply to selected eligible items only. Bundles, already-discounted products and other excluded products are not included unless specifically stated.

For BDC VIP, the £150 minimum spend is calculated using eligible products. For BDC Black, there is no minimum spend for the 50% discount on selected eligible products.

No — it means dispatch, not guaranteed next-day delivery. Qualifying membership orders are prioritised for next-day dispatch, but once your parcel is with the courier, delivery time is outside of our control.

Memberships renew monthly and can be cancelled at any time in accordance with our membership terms.

Create an account with your email address, sign in, and choose “New ticket”. You will be asked what the problem relates to, your order number if you have one, and a description.

Using an account rather than email means every reply, photo and update stays in one place, and you can check on it whenever you like without waiting for us to write back.

Your ticket gets a reference like BDC-1042 and lands with our support team. We will reply in the ticket itself, and you will get an email letting you know there is something to read.

You do not need to raise a second ticket to chase the first — replying to the one you have keeps everything together and gets to us just the same.

“Open” means you have raised it and we have not picked it up yet. “With our team” means it is with us and we are working on it.

“Needs your reply” means we have asked you something and are waiting to hear back — until you answer, nothing moves.

“Resolved” means we consider it sorted. “Closed” means the conversation has been ended and cannot be replied to; if something comes up afterwards, raise a new ticket and mention the old reference.

Yes. We email you when a member of the team replies to your ticket. Sign in to read the full reply and answer it.

If our emails are not arriving, check your spam or junk folder and add support@bussdownchef.com to your contacts.

Yes, and for anything damaged, missing or not as described it genuinely helps. You can attach up to 5 photos (2 MB each) and up to 2 videos (50 MB each) to a ticket, and to any reply.

Photos and videos can only be opened by you and by our support team — they are stored privately, never on a public web address.

Videos are deleted automatically 14 days after upload, or as soon as your ticket is marked resolved, whichever comes first. After that they cannot be recovered, though the ticket still shows that a video was attached.

Photos are kept with the ticket. Please do not upload video containing anything you would not want us to see.

Raise a new ticket and quote the old reference (the BDC- number) in the description. We can pick the history up from there.

Choose “Forgot password” on the sign-in screen. We email you a short code, you enter it, and you can then set a new password.

The code is single-use and expires, so ask for a fresh one rather than reusing an old email.

A ticket and its messages are deleted 12 months after it is closed. Our privacy policy sets out everything we hold, why, and how to ask for a copy or for it to be deleted sooner.