Guarantees & Returns

Guarantees & Returns - FAQs

  1. Am I permitted to return a personalised item?

    A: 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 0333 003 1532

    Calls to 0333 numbers are chargeable at local rates from both UK landline and mobile phones but they are also included in most network providers’ “free minutes” packages.

  2. What are my consumer rights?

    A: Our policy is to abide strictly by all relevant current legislation relating to consumer rights. Beyond this, we are also members of the Direct Marketing Association and voluntarily subscribe to all of their recommended best practice guidelines. A good place to find out about consumer rights, especially when buying by mail order, is by visiting the Citizen Advice Bureau website.

    When you buy anything from The Bradford Exchange your rights are fully protected therefore and there is no need for us to list lengthy terms and conditions. The only areas we draw your attention to are those where our policy perhaps differs from standard business practice below. Our ambition is to ensure that you will become a regular customer and enjoy the experience of shopping with The Bradford Exchange.


    1) Satisfaction Guarantee

    In addition to your legal right of being able to cancel your order any time up to 14 days after the day you receive your order (except personalised items), Bradford Exchange operates a far more generous satisfaction guarantee than most businesses. We want you to be completely happy with anything you buy from us. For this reason, for most items we offer you the opportunity to return up to 365 days after purchase and obtain a replacement or a full refund. The exceptions to the 365 day policy are: - jewellery and apparel items: the satisfaction guarantee is limited to 120 days. Coins: the satisfaction guarantee is 14 days - personalised items: no returns can be accepted. To take advantage of our satisfaction guarantee, you must ensure that the product you send back to us is in saleable condition with its original packaging.


    2) Non-Payment of Invoices

    We offer instalment plans on many of our products and credit facilities for our established customers. We ask for prompt payment when invoices become due. If you are having difficulty paying your invoice, please contact us and we will provide whatever assistance we can. If we do not hear from you we will send out reminder letters requesting that you pay any overdue amounts. We will seek to recoup from you the cost of sending out these reminders and the cost, if necessary, of eventually sending the debt to a third party agency. These charges may amount to up to £22.50. If it proves necessary to instruct an agency, they may also pass on their costs of collection to you. None of these costs will be incurred if invoices are settled on the due date stated clearly on the invoice itself. If you have any questions about buying from us, please contact us on 0333 003 1532 or email us at customers@brad-ex.co.uk

  3. I have returned my item to you – when will I receive my refund?

    A: Once we receive the returned item we will automatically process your refund. This will take up to 14 days from the date we receive it.

  4. How do I return my item?

    A: If you would like to return your product, you can simply print out the return label by clicking here and follow the instructions printed on the label. Or please contact our Customer Service Team on 0333 003 1532.

    Alternatively you can call our friendly UK call centre on 0333 003 1532. Calls to 0333 numbers are chargeable at local rates from both UK landline and mobile phones but they are also included in most network providers’ “free minutes” packages.

    If you have a high value coin you wish to return, please contact your Account Manager on the number they provided you. Please do not return these items using the prepaid label above.

    A: Please note we are unable to accept returns on personalised products unless the item is faulty.

  5. What is the guarantee period on my ordered item?

    A: We provide the following no-quibble satisfaction guarantees:

    Any non-personalised jewellery or apparel items: 120 days. Any coins: 14 days All other non-personalised products: 365 days

    We are unable to offer satisfaction guarantees on personalised products. The satisfaction guarantee allows you to claim full refund or replacement providing the goods being returned to us are in saleable condition in their original packaging and earrings have not been worn or removed from their protective sleeve. Our satisfaction guarantee does not affect your statutory rights.

  6. Can I change or cancel my order?

    A: If you need to change details of your delivery address, remove items from your order, change your order or cancel it completely, please contact our Customer Services team for advice on 0333 003 1532, email us customers@brad-ex.co.uk or email via our Contact Us page. Please be ready to quote your order number and order date.

    You have the right to cancel your order within 14 working days of receiving your purchase. This 14 day period begins the day after you receive the items from us. To exercise the right to cancel, you must inform us of your decision to cancel your contract. You may do this by filling in the cancellation form available here and emailing the completed form to customers@brad-ex.co.uk with your name and order number specified in the subject line.

    Please note, we are unable to change personalised items once they have been received by the engraver.

    Calls to 0333 numbers are chargeable at local rates from both UK landline and mobile phones but they are also included in most network providers’ “free minutes” packages.