Order & Refund Policy

  • Change or cancel an order

    If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 020 8965 9281 between 8am and 5pm (Mon - Thu), 8am - 12:30pm on Friday or email us here. Please be ready to your order number and order date.

    If your order has already been despatched or delivered, then you'll need to follow our cancellation procedure below.

  • Consumer Contracts Regulations 2013

    This legislation offers you the following cancellation rights when you buy online or by phone:
    • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services
    • Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly
    • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
    • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
    • You can cancel by email: sales@brownell.co.uk, or call 020 8965 9281
    • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery.
    • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied

  • Dispatch and Delivery Times

    UPS orders are standard next working day delivery. Orders placed before 12:00pm GMT Monday to Thursday,  will be received next working day and orders placed after 12:00pm or on Friday, will be despatched next working day.

  • Christmas Deliveries and Collections 

    We will be closing for Christmas on Friday 22nd December 2023 and reopening on Tuesday 2nd January 2024

    The last day we will be accepting orders for delivery or collection will be Wednesday 21st December 2023 - orders placed after this date will be dispatched on Tuesday 2nd January 2024

  • Track your order

    • If your goods are shipped by UPS next day service they can be tracked by using a tracking number.
    • If your goods are shipped by Royal Mail they cannot be tracked.
    • If you do not recieve your goods within 5 working days after shipping please contact us on 020 8965 9281 or sales@brownell.co.uk
    • To check your order status, just sign in to your account at the top of the page, followed by View orders.
      • Order received means your order hasn't been processed yet
      • Order processing means your order could be at any point between the warehouse receiving it and despatching your goods
      • Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse. In the case of products such as furniture where there is a long lead time, "Despatched" means that you've been charged for your order, and you'll be notified of delivery separately
      • Cancelled means your order has been cancelled either by you or us

  • Missing, incomplete or damaged orders

    If your order hasn't arrived, or arrives incomplete, first of all please view your order online by signing into your account and selecting My Orders. 

    If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Services team, or call us on 020 8965 9281 between 8am and 5pm (Mon - Thu), 8am - 12:30pm on Friday

    If your order arrives and the goods are damaged, please contact us on 020 8965 9281 or sales@brownell.co.uk


  • Your purchase history

    • To find out more information on your past orders, please sign into your account here.

    • Please be aware that past orders will only be displayed if you signed in to your account when you ordered.

    • Items that you've returned to us will show us as Returned on the order itself.


  • Returns procedure

    Please click Order and returns and fill in your details or please contact us on 020 8965 9281 or sales@brownell.co.uk

  • Refund policy

    We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.

    Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt.

    Refunds are processed back to the original payment card which usually takes 3-5 working days.


  • Terms & conditions

    If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase

    It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused