Frequently Asked Questions
It's always nice to know a little more about your jewellery and silverware than what it cost and where you bought it. So here we have tried to answer the kinds of questions we get asked. There's a little about who makes Braybrook & Britten pieces and how they are made . How we source our pearls and gemstones . A few all important tips on how to care for your jewellery and silver . And finally a little lore and useful snippets such as the traditional gifts for certain anniversaries and more detailed information on specific gemstones and materials we use.
About your order
- Can I reserve items and pay later?
- When do you take payment for the order?
- How long will it be before I receive my order?
- Which credit cards do you accept? Can I send a cheque?
- How do you ship and how much does it cost?
- What about VAT if I live outside the EU or have an exemption?
- How are orders packed?
- What if my order gets lost or damaged?
- Can I have my order shipped to an address other than where my card is registered?
- Can I have things sent overseas?
- Do you deliver to BFPO and FCO?
About our website
- How do I contact you if I have a question?
- What if I can't locate the item I am looking for?
- What if I have difficulties ordering via the website?
About our sterling silver products and jewellery
- Does Braybrook & Britten design and produce the items in the catalogue and on the website?
- How can I be sure of the quality of the items I order?
- Is it all real silver and gold? Are the stones real? What about the pearls?
- Do the products look like their pictures?
- Why can't I buy Braybrook & Britten designs in the shops?
- Do you make necklaces etc in different lengths?
- What about made to order silverware?
- Which materials represent which wedding anniversaries?
- Where do you state the size or length of your rings, necklaces and bracelets?
About refunds and exchanges
- How do I return or exchange products?
- How long will it take to receive my exchange order?
- How long will I take to receive my refund once I return an item?
About your order
Can I reserve items and pay later?
By all means. Although we try to keep most items in stock, many customers with a special event coming up will place an order in advance just to be on the safe side, or give themselves time to think about a particularly special gift. Customers will usually send us a cheque, or we'll charge their card at an agreed time just before we dispatch the order.
When do you take payment for the order?
One of our pet hates are companies that take the money and then don't send the goods for a month. WE DO NOT PROCESS CREDIT CARD PAYMENTS UNTIL THE DAY THE ORDER GOES INTO DESPATCH. Cheques of course need to be paid in and some time given for funds to clear. And we do process payments for some bespoke items being made to order and items being sent for engraving.
How long will it take to receive my order?
The majority of credit card orders are sent out within 24 hours. Cheque orders are despatched after approximately 5 working days to allow time for funds to clear. If there is any delay to the dispatch of your order, we will write or telephone to advise you of the estimated date upon which we will be sending it. UK orders are sent via Royal Mail Recorded Delivery (2 to 3 days) or Royal Mail Special Delivery (next day). Special Deliver orders placed after 1pm on a Friday including Saturday and Sunday orders will be delivered on Tuesday. Don't forget to allow extra time for Public or Bank Holidays!
Which credit cards do you accept? Can I send a cheque?
We accept all major Credit and Debit cards, including Visa, Maestro, Mastercard, Switch, Solo etc. Unfortunately we do not accept Diners Club or American Express. Cheques and postal order are also most welcome.
How do you ship and how much does it cost?
In the UK we ship via Royal Mail. Standard delivery is via Royal Mail Tracked or Recorded (£4.99), however for all orders over £200 we strongly recommend customers' use Royal Mail Special Delivery (£9.95) which provides added insurance and an improved ability to track orders should there be a delayed. Posting to Europe, packages sub 1 kilo are £18.00 1-2 kilo £28.00 and 2 kilo+ £55.00. For large packages we will advise you of the delivery options and costs before processing your order. USA and outside of Europe, we use Airsure and Fedex. Packages sub 1 kilo the cost is £20.00, for 1 kilo+ £75.00. However, in many cases where the shipping cost is less than this, we will reduce the cost and advise you. Many smaller items (sub 500g) can be sent by Air Pack for between £15 and £25.
What about VAT if I live outside the EU or have an exemption?
If you are a resident of the Channel Islands or on a qualifying BFPO posting etc, we will deduct 20% VAT from the cost of your goods. The same applies to items being permenantly shipped to an address outside the EU tax zone.
How are orders packed?
Most items come in our own good quality gift boxes. We also offer a gift wrapping and message service. Items are sent out well wrapped and usually in sturdy cardboard boxes with plenty of padding. We also add protective padding inside the items own gift box to reduce movement while in transit. Larger items often have special packaging. Breakages and damage in transit are very rare. If returning an item, it is useful to retain and reuse the packaging in which it was delivered to ensure it arrives back in good condition. If a package arrives damaged, we would ask you to retain it as we may require it to make a claim.
What if my order gets lost or damaged?
Everything is carefully inspected before it is sent out. However if an item arrives damaged, please inform us as soon as possible (020 8993 7334 or firstname.lastname@example.org) and return the item to us. We will replace the item and refund your postal expenses. Fortunately it is rare for the Royal Mail to lose an package, but not unknown for them to go astray for a short while. If a package is time critical or valuable, please choose the Royal Mail Special Delivery option. These are guaranteed next day delivery and can be tracked through the delivery network. If your package fails to arrive, it's a good thing to check with neighbours as 9 times out of 10 a friendly postie will have left it with someone rather than put a card through the door.
Can I have my order shipped to an address other than where my card is registered?
Yes you can. You can have things delivered to a work address, or a friends, or have gifts sent directly to the recipient with a message.
Can I have things sent overseas?
We do send overseas. Delivery costs are variable and we do try to send packages by the most cost effective means. If delivering overseas, it is probably best to telephone or email us about your order and we'll provide the various delivery alternatives and prices.
Do you deliver to BFPO and FCO?
Absolutely. We despatch goods to all BFPO postings (or for the FCO via King Charles Street) although standard BFPO/FCO delivery times apply. For full information on the BFPO, visit the BFPO website.
BFPO/FCO & VAT? - If your BFPO/FCO posting is outside the EU, we will not charge you VAT. However, certain BFPO/FCO locations within the EU are eligible for VAT/Tax Free sales. If you qualify for this exemption, please fax us a copy of the usual VAT Exemption form signed by your CO to +44 (0)20 8993 7335.
About our website
How do I contact you if I have a question?
Our office is open 9.00am to 5.30pm Monday to Friday (and Saturdays 10.00am to 4.00pm between October and Christmas). You can call us or leave a message on our answerphone on +44 (0)20 8993 7334. Fax +44 (0)20 8993 7335. Our email is email@example.com We try to answer every query as soon as we can.
What if I can't locate the item I am looking for?
Sometimes if things go out of stock and we are unlikely to repeat them, or we think the next consignment is some way away, we may make it invisible on the website. If you can't find what you are looking for - or it is an item that was in a previous catalogue - it is always worth asking as we can often get hold of single items.
What if I have difficulties ordering via the website?
The internet is a marvellous tool until it goes wrong. We have made our website compatible with all the major web browsing software and we have tried to make the buying process as simple and intuitive as possible, but inevitably some of you may experience problems. If starting again doesn't solve it, we suggest you throw your hands in the air and reach for the telephone. Or send us an email and we'll sort it out, put your order together and contact you for payment and delivery details.
About our sterling silver products
Does Braybrook & Britten design and produce the items in the catalogue and on the website?
Yes. Or rather, a very large proportion of it is designed and produced either by us or for us to our specifications. Quite a few of our own designs have been exhibited at Goldsmith's Hall and the Braybrook & Britten hallmark is struck in London, Birmingham, Sheffield and Edinburgh Assay offices . Of course silversmithing is a small community and we have a number of associate designers and makers who produce things specifically for our catalogue. Many of these people are very well known and you can see their work in museums like the V&A, not to mention many of the more expensive retailers such as Asprey etc.
How can I be sure of the quality of the items I order?
We have been around for a long time. Our work has been exhibited at Goldsmith's Hall and our customers include Royal Households. Most of our customers are regular customers - because we only produce or choose items that we would buy ourselves. Braybrook & Britten is fundamentally about things of a quality that is hard to find on the modern High Street.
Is it all real silver and gold? Are the stones real? What about the pearls?
Oh yes. We don't make or sell anything in silver plate. Everything is sterling silver or gold and where the item is not too small, hallmarked here in the UK. Braybrook & Britten only sells jewellery made with real precious or semi-precious gemstones. In fact we travel extensively and buy pearls and gemstones direct from the suppliers and lapidaries. This is how we keep the quality up and the price down. Our in-house expertise as jewellers makes a significant difference that gives us an edge over most modern retailers who buy via wholesalers or agents. Where they are significant, stone weights have been included in the product descriptions.
Why can't I buy Braybrook & Britten designs in the shops?
Good question. The answer is that were we to supply High Street retailers, their higher overheads would require them to sell the products at a significantly higher price. We then in all fairness could not sell directly at our lower price. So, in our quest to provide the best quality at a sensible price, we restrict ourselves to our website and catalogue customers. The other reason of course is that many of our designs are produced in limited editions.
Do the products look like their pictures?
We do our best to show things accurately. We don't flatter items with tricky photography or retouching. The result is that we have lots of regular customers, because what we deliver exceeds expectations. Obviously, because computer monitors vary, it is impossible to show an actual size image or perfect colour match on the Internet. However we try to give dimensions in the text (or a visual reference in the image) and if you request our main colour catalogue, wherever possible jewellery and other items are shown actual size.
Do you make necklaces etc in different lengths? If I can't manage a particular type of clasp, can you fit a different one? What about made to order silverware
Yes. In 99% of cases our own stringers will produce necklaces and bracelets to specific lengths - although there will usually be some additional charges involved and it may take a little more time. Best thing to do is call or email us with any specific request or queries (020 8993 7334 firstname.lastname@example.org).
Well if it is within the capacity and skills of our silversmiths, anything is possible. Again, the best course is to contact us to discuss your needs and we will give you a good estimate of the time and cost involved.
Which materials represent which wedding anniversaries?
Traditional gifts for wedding anniversaries.
Traditional gifts for wedding anniversaries.
Where do you state the size or length of your necklaces and bracelets etc?
In our main printed colour catalogue, we try to show all jewellery and smaller items actual size. Otherwise we describe the size (and sometimes weights) of the items in the text (in the catalogue and on the website). If we have overlooked this for any item let us know. We use cms and mm, but being a bit traditional often describe things in inches as well.
About refunds and exchanges
How do I return or exchange products?
Obviously if an item arrives damaged or faulty, just send it back to us and we will refund or exchange it and cover your postal expenses. If for whatever reason the items is not as you expected or isn't right for you, just post them back to us (carefully packaged and in original condition and packaging please), letting us know whether you require an exchange or refund, to: Braybrook & Britten Ltd, 12 Park Parade, London W3 9BD. In the run up to Christmas we appreciate it might be several weeks before a gift is opened. Don't worry, we are happy to handle these exchanges and refunds in January. See our terms and conditions for more information.
How long will it take to receive my exchange order?
If we have it in stock, we'll send it out the same day. If not, we'll advise you when we expect to send it.
How long will I take to receive my refund once I return an item?
We process refunds the day we receive the returned item. Refunds are made by the method of payment originally used and must go to the original purchaser. If you have a gift, we can exchange it for an item of the same or greater value, but are only able to issue a credit payment to the individual who made the purchase.