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Here are our most frequently asked questions -

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About delivery

When will I receive my item?

What about personalised or larger items?

What if an item I have ordered is out of stock or ‘coming soon’?

Can I change my delivery address?

Can I choose a different delivery address to the billing address?

Can I order items to be sent outside the UK?

 

Returns

What is your returns policy?

 

Contacting Bramble & Fox

When can I contact your Customer Query team?

 

Miscellaneous

How can I order a personalised item?

If I send an item as a gift, will the prices be displayed on the invoice?

Can I add an extra item to my order?

 

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About delivery

 

When will I receive my item?

Standard UK delivery is £5.95 and is 3-5 working days.

Express UK mainland delivery is £9.50 and is 2-3 working days.

We aim to despatch all orders within 24 hours of the order being placed (excluding weekends), so often your order will reach you faster than quoted.

 

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What about personalised or larger items?

Personalised or handmade items such as jewellery may take up to 3 weeks for delivery – please contact us at the time of placing the order for an accurate estimation.

Large or heavy items may take longer than standard – please see individual item details for further information.

We will always try to send orders out as fast as we can, if time is of the essence to you, please let us know and we will make every effort to meet your deadline.

 

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What if an item I have ordered is out of stock or ‘coming soon’?

We are happy to take orders for items which are ‘coming soon’ this will ensure you are first on the list when new stock arrives, and we will post the items to you as soon as they become available.

Please note that if there is an item which is out of stock or ‘coming soon’, and is due to arrive in the warehouse within 48 hours, your order will be held and despatched together. If the delay is longer than 48 hours your order will be part despatched and the postage charge will only be taken once.

 

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Can I change my delivery address?

If you email us as soon as possible after the order is placed we might be able to amend the details – we cannot promise we will be able to do so, but we will try our best.

 

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Can I choose a different delivery address to the billing address?

Yes it is possible to choose a different delivery address to the billing address. The option to add a different address for delivery is given during the payment process.

 

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Can I order items to be sent outside the UK?

Yes we ship to international destinations. Prices for overseas deliveries are weight and size dependent and we reserve the right to contact you regarding an increase in the price to take additional payment if required. If in doubt, please email us for a personalised quote first.

 

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Returns

 

What is your returns policy?

In the unlikely event that a parcel arrives damaged or faulty please contact our Customer Services team by email on contact@brambleandfox.co.uk so we can arrange a replacement, exchange, or refund for you.

 

If you wish to return an item, with the exception of personalised products which are non-returnable, you must let us know within eight working days of receiving your parcel, in accordance with the distance selling regulations. This can be done by emailing us on contact@brambleandfox.co.uk.

 

You will then need to return your order to us, at your own expense.  We need to receive it back into our warehouse within fourteen days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach our warehouse, please ensure you package your returned items to prevent any damage to them or to their packaging.

 

With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.

 

This does not apply to the personalised items which cannot be returned unless faulty or damaged.

 

Please note that it can take up to 21 days to process a return.

 

If an item is returned to us outside of the fourteen day time frame or is in a non re-saleable condition, a credit note may be issued at the discretion of Bramble & Fox.

 

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Contacting Bramble & Fox

 

When can I contact your Customer Query team?

You can contact our friendly customer queries team on contact@brambleandfox.co.uk at any time. We aim to reply to your email within the hour (9am to 5pm on weekdays excluding bank holidays), and within 24 hours at the weekends.

 

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Miscellaneous

 

How can I order a personalised item?

Personalised items can be ordered online, you may need to enter additional personalised information via the payment portal, or you can email us the information via contact@brambleandfox.co.uk.

 

Any item that has been personalised can take up to 3 weeks.  See individual products for more information including seasonal lead times and last order dates, or email us for an accurate estimation.

 

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If I send an item as a gift, will the prices be displayed on the invoice?

Please add a message when making the payment, and we will remove the prices from the invoice.

 

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Can I add an extra item to my order?

If you wish to add an item to your order, you can add it provided it has not already been packed. Please email us to check, and so that we arrange for payment to be made for the additional items as we do not store your card details or have access to the card details for security reasons.

 

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FAQs to Bramble & Fox

Not answered your question?

Please don't hesitate to email us directly on contact@brambleandfox.co.uk or by using the contact form below:

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Bramble & Fox is registered in England.

Company number: 08367189

© Bramble & Fox 2013. All rights reserved.

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