Black Friday is 27 November: get your FAQs, delivery dates and returns replies AI-ready now

By Jason Sibley

Black Friday is Friday 27 November 2026. If you sell online, you know what that week does to your inbox. The same questions arrive repeatedly, often late at night, from someone ready to buy once they get a straight answer.

AI can help, but it needs answers you've written and approved. Prepare them now so you aren't writing policy at 11pm in peak week.

The dates

• Black Friday: Friday 27 November 2026
• Cyber Monday: Monday 30 November 2026

Peak-week questions usually cover order tracking, sale-item returns, delivery times and gift receipts. Last year's emails will help you predict most of them.

Pick a finish date for the work below and put it in the diary. Leave time to test.

The rules your answers must match

This is general information, not legal advice. If you're unsure, check GOV.UK or a solicitor. These points come from GOV.UK's pages on accepting returns and giving refunds and online and distance selling for businesses:

• For goods bought online, by phone or by mail order, customers can cancel within 14 days of receiving the goods, for any re