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 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 and earrings have not been worn or removed from their protective sleeve. Our satisfaction guarantee does not affect your statutory rights.

  3. 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.


    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 customersupportuk@bgeltd.com

  4. 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 customersupportuk@bgeltd.com 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 customersupportuk@bgeltd.com 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.

  5. 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.

  6. How do I return my item?

    A: For items over a value of £500 or over 61x46x46 cm or over 20kg, please call our customer services team on 0333 003 1532 to arrange a return.

    For all other items, please use the Royal Mail returns service by clicking here, where you can print off a free-post label and return your item at your local Post Office. Always remember to ask for proof of postage.

    To ensure we have received your returned item and to help us process any refund that may be due, please ensure you return the payment form that was sent out with your product.

    Please note calls to 0333 numbers are charged at local rates for UK landlines and mobiles, but are included in most network providers’ 'free minutes' packages.

    Personalised items may only be returned if they are faulty as these products have been custom-made to your order.