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Complaints Handling Procedure for Customers

All complaints made to the Bradford Exchange are handled in accordance with this procedure. Complaints are dealt with in a serious and prompt manner. Whilst your complaint is being investigated, we will suspend any activity on your account. You may make your complaint in writing, via email or via the telephone. To make your complaint:

    • in writing, please write to our customer services team at: The Bradford Exchange, 2nd Floor, Churchill House, 47 Regent Road, Hanley, Stoke-On-Trent ST1 3JJ
    • via email, please write to our customer services team at
    • via telephone, please call our customer services line, selecting option 4, on 0333 003 1545. Our UK call centre's opening hours are: Monday-Friday – 09:00am-17:00pm and Saturday – 09:00am-16:00pm.

We will aim to resolve your complaint as soon as possible; however, where an immediate resolution cannot be reached, we will aim to resolve your complaint, within a period of two working days. In our response, we will outline any findings that we have found during investigation of your complaint. If we are unable to resolve your complaint we will respond and advise you that we are looking into your complaint and when you can expect further contact from us.