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Please read the following answers to our most Frequently Asked Questions. If your answer does not appear below, please use the Contact Us page of our website to send us your full enquiry details.
DELIVERY INFORMATION
If you wish to find out further information on The Bradford Exchange delivery service or would like to find out when your order will arrive please visit the Delivery Information page of our website.
RETURNS
What is the guarantee period on my item?
- The full guarantee information will be detailed on your original order form.
- Jewellery products are covered by either a 120 or 30 day guarantee.
- Tote bags are covered by a 90 day guarantee and fleece by a 30 day guarantee.
- Pierced earrings and personalised items can not be returned unless faulty.
- All other items are covered by our world famous 365 day guarantee unless otherwise stated.
Can I return my item under the guarantee?
- If for any reason you are not entirely satisfied with your purchase, you can return it to us any time as long as your item is within the guarantee period.
- Please ensure you return your item in original condition and in its original packaging.
How do I return my item?
- Please go to the contact us page of our website and complete the enquiry form.
- In the "My Enquiry/Order" box please remember to state - 'RETURN', followed by the name of your item you are returning and the reason for the returned item.
- Please note we are unable to accept returns on personalised products and pierced earrings unless the item is faulty.
I have returned my item to you, when will I recieve my refund?
- From the date you have posted your returned item please allow 21 days to receive your refund.
POSTAGE AND HANDLING
What do I do if the website postage and handling is different to what is shown on my order form?
- Please place your order as normal on our website.
- During the order process it will ask for the order reference number, please quote this when ordering.
- The order reference number is shown on your form and begins with either 02 or P2.
- If you have provided your order reference number, please ignore the postage and handling charge which is stated on the website. Once we recieve your order we will ignore the website postage and charge you the postage and handling amount shown on your order form.
INVOICE AND PAYMENT QUERIES
How can I pay for my invoice?
- We accept payment by credit/debit card, cheque or postal order.
- You can telephone our 24 hour UK payment hotline on 0844 499 9988 to make a payment by card.
- If posting payment, please send it to the following address: The Bradford Exchange, Units 1 and 2 Boothen Old Road, Stoke-on-Trent, ST4 4RX. Please remember to include your payment slip or your full name and address details along with the payment.
I have paid by card when will my card be debited?
- Your card will be debited on the date of despatch from our warehouse.
- If chosen to pay by Visa, Visa Debit, Mastercard, Visa Electron or Delta and your item is payable in instalments, future instalments will be debited from your card automatically every 28 days after despatch from the warehouse.
- If you have chosen to pay by Maestro, Switch or Solo we will send you an invoice once your next payment is due.
I have posted a payment but I am still recieving invoices requesting payment on this item. What shall I do?
- If you have posted a payment to us within the last 14 days please disregard your invoice and allow us a little longer to process your payment.
- There is no need to contact us at this stage, if we do not recieve your payment within the next 14 days another letter requesting payment will automatically be sent out to you. If you recieve another letter requesting payment, you then need to contact us.
I have returned my item but I am still recieving invoices requesting payment on this item. What shall I do?
- If you have returned your item within the last 21 days please disregard your invoice and allow us a little longer to recieve and process your return.
- There is no need to contact us at this stage, if we do recieve your return within the next 21 days another letter requesting payment on your returned item will automatically be sent out to you.
WHAT IF THE ANSWER TO MY ENQUIRY DOES NOT APPEAR ON THIS PAGE?
If the above information has not answered your enquiry, please go to our Contact Us page and complete the enquiry form. Please ensure to provide your full enquiry details and one of our friendly team will get back to you.
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