PAYMENT AND INVOICE QUERIES
How can I pay my invoice?
We accept payment by credit/debit card, cheque or postal order.
You can pay online by credit/debit card by clicking the option 'Make a payment online' either at the top of the page or on the left hand side.
You can telephone our 24 hour UK payment hotline on 0844 499 9988 to make a payment by card. Please allow up to 48 hours for the money to be debited from your account.
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 haven’t received my product yet, why has my card been debited?
Your card will be debited on the date of despatch from our warehouse. Your product should be with you within 8-10 working days.
If you’ve 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.
If you have ordered a personalised product, we debit the payment once we receive your order.
I sent my payment by post, but have just received a reminder letter. What shall I do?
If you have made a payment within the last 7 - 10 working days please disregard your invoice.
I have returned my item but I am still receiving 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 receive and process your return.
DELIVERY INFORMATION
Where do you deliver to?
We currently deliver to anywhere within the U.K. including Northern Ireland.
How long will delivery take?
We aim to deliver your item directly to your door within 8 to 10 working days of ordering.
Please note delivery of personalised items currently takes approximately 21-28 days (unless otherwise stated) from the order date.
I have waited 10 days and have not received my item, what should I do now?
We apologise that you have not received your item. Please note that some items may take longer to be manufactured than originally anticipated and be assured that we work closely with our suppliers to ensure delivery times are kept to a minimum.
I have ordered a collection, when will my products be delivered?
Usually, each issue in a collection is invoiced and despatched separately to you, approximately every month or two after each previous issue is despatched and paid in full. All subsequent issues will be charged to the same credit card as the first issue.
What if I am not at home when my parcel is delivered?
If the delivery is with Royal Mail and you're not at home when they try to deliver your item(s), they will leave a delivery card explaining how to collect it from your local sorting office.
If the delivery is with a courierand you are not at home at the time of delivery, they will leave a delivery card for you to contact them so you can re-arrange a more convenient time for them to deliver your item(s).
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 we 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, once we receive your order we will charge you the postage and handling amount shown on your order form.
RETURNS
What is the guarantee period on my item?
Any non personalised jewellery products are covered by either a 120 or 30 day satisfaction policy, guaranteeing you a refund or replacement as long as the item is unused, unworn and is returned in a saleable condition in the original presentation box.
Tote bags are covered by a 90 day guarantee and fleece by a 30 day guarantee.
All other items are covered by our world famous 365 day guarantee unless otherwise stated.
We are unable to accept returns on personalised items and earrings unless faulty.
The full guarantee information will be detailed on your original order form.
I have returned my item to you, when will I receive my refund?
From the date you have posted your returned item please allow 21 days to receive your refund. Once we receive the returned item we will automatically process your refund.
Can I return a personalised item?
Unfortunately, we are unable to accept returns on personalised goods, unless the product is faulty. If this is the case, please call our customer service team on 0871 222 5544.
How do I return my item?
If you would like to return your product please contact our Customer Service Team on 0871 222 5544
Please note we are unable to accept returns on personalised products and pierced earrings unless the item is faulty.
GENERAL ENQUIRIES
A family member has tried to contact you, on my behalf, but the enquiry couldn’t be answered. Why?
We have a legal requirement under the Data Protection Act to secure all of our customer information. For that reason we can only discuss account details with the account holder or any person that has previously been authorised to speak on behalf of the customer.
I’m interested in one of your products, but can’t seem to find it on your website. What should I do?
If the item you are interested in is not displayed online, please e-mail us a description of the item you require and we will be happy to help.
I have a specific question about a product. What should I do?
Go to our “Contact Us” page and fill out your details with your enquiry and our Customer Service team will endeavour to answer your query promptly via e-mail.
How do I get removed from your mailing list?
Go to our “Contact Us” page, please fill out your details and in the ‘My Enquiry’ box please state that you wish to be removed from our mailing list and our Customer Service team shall remove your details.
CONTACT INFORMATION
My query isn’t answered above, how can I contact the Bradford Exchange?
The easiest and quickest way to answer your query via our “Contact Us” page where we can answer your query via e-mail.
Alternatively you can call our friendly UK call centre on 0871 222 5544 (call cost 10p per minute) where our team will be happy to help with your query.
If you would like to contact us by post, please send your enquiry to: The Bradford Exchange, Units 1 and 2 Boothen Old Road, Stoke-on-Trent, ST4 4RX.
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