Delivery & Returns

We know that the delivery of your order is just as important as the purchase. Below you will find all information relating to our delivery service such as time scales and prices.

 

For all UK, EU and International deliveries we use Royal Mail and mail couriers.

Royal mail

  • Items under £250 will be sent via royal mail signed for delivery service which requires a signature upon receipt of the item. This service cost £10 which will be charged at the checkout. Items that are under £250 to be sent to European and international countries can take up to 10-14 working days 
  • Items over £250 up to £2,500 will be sent via Royal Mail special delivery to be received the next day before 1pm, this service requires a signature upon receipt of the item. This service is free for any purchase with a value of £250 to £2,500.Items that are £250 - £2,500 to be sent to European and international countries can take up to 10-14 working days. 
  • Items that are over £2,500 will be sent via a courier. The charge for this service for items sent within the UK is £50, for European and international delivery a cost of £80 to £100 would be charged depending on the location.

 

All postage services that we use are fully insured from our stores all the way to your door step so you can have full peace of mind when purchasing from us.

 

Please note that we ask all customers to refuse receipt of their parcel if it looks to be damaged in any sort of way such as open packaging or ripped. We advise this due to insurance purposes via our postal services. If this does occur please contact us so we are aware. 

 

Delivery times

All orders that are placed before 12 pm UK time will be dispatched the same day excluding weekends. All items purchased after 12pm will be sent out the next working day. 

Please note that if purchasing after 12pm UK time on a Friday then your item will be dispatched on the following working day which will be a Monday.

Be aware that if a Monday falls on a bank holiday your item will be dispatched on the following working day which would be a Tuesday.

During seasonal events within the year the postal service slows down and results in delays which are out of our control. We do hope that this does not occur and effect any of our customers however have in mind that sometimes these types of occurrences do happen and cannot be prevented. 

 

Tracking

Once your purchase has been dispatched you will receive an email notification that will include a tracking number for either royal mail or our selected courier. With the tracking number you will be able to see updates and information about your parcels journey from us all the way to you.

If your order has still not arrived and the suggested time scales above have surpassed then please get in touch with us at support@brownandgold.co.uk  so we can investigate further.

 

Order tracking

All our postal services enable you to be able to track your order. Once your order has been dispatched you will receive an email notification.

Within the email you will receive a tracking number along with a link to the postal provider’s website so you can track your parcel.

You will be able to see full information of dispatch and current location status right up to the receipt of the parcel.

If you have any issues tracking your parcel please do get in touch with us via email at support@brownandgold.co.uk so we can assist you.

 

Click and collect

We do offer click and collect from any of our stores, to do this you need to purchase the item and select click and collect at the checkout.

Please note that the item you have purchased may not be available to click and collect the same or next day as some of our stock can be at other stores.

You can view our stores page to see if we have a store located near you.

 

Exchanges & Returns information

If your purchase is not what you was hoping for or does not fit or there is another reason you no longer want the item you have purchased we do offer exchanges or a refund. You will need to notify us about an exchange or refund within 14 days from receipt of your order.

 

Have a look on our website to find an alternative item you would like to exchange for and then get in touch with us via email at support@brownandgold.co.uk.If you would like to speak to us feel free to give us a call on 01132657985 and we can assist you. If you cannot find an alternative item to exchange for or you would like a full refund please get in touch with us so we can advise you of the next steps.

 

Criteria for your return

  • Notify us in 14 days from receipt of your order
  • Received back to us within 30 days from the date of purchase
  • Due to hygiene reasons we cannot accept any item back that has been used or worn unless they are deemed as faulty.
  • Returned in the same undamaged condition it has been sent to you
  • If an item is received damaged please let us know and we will replace it. Please note we will under no circumstances replace or refund any item that is damaged or faulty due to accidental ,misuse or neglect from yourself
  • Send back the original documentation and invoice
  • Send back the item in the original packaging
  • Sent back to us using an insured postal service such as royal mail special delivery (this is for your own insurance purpose of the item and coverage of loss in transit)
  • Please note that it is your responsibility for the postage and cost of your item back to us and we are not in any way liable for any unprecedented events that may occur until the item is signed for and received back by us.
  • Once sent back to us please store your proof of postage and tracking number in case this is needed for future reference
  • All refunds can take up to 7 working days to go back into your account once processed, please allow this time before contacting us
  • Any purchase that is made in store is not eligible for a refund and carries an exchange only policy or can be provided with a credit note.
  • Please note that we do not accept returns or exchanges for bespoke made jewellery as this is made specifically for and by you.

     

If you have any other questions about exchanges or refunds you can get in touch either via email at support@brownandgold.co.uk or by phone on 01132657985.If you would like to find out more about our terms and conditions you can see the full policy here

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