Terms & Conditions
Enquiries & telephone credit card orders
If you prefer not to order online or have some questions, our helpful and knowledgeable staff are available to answer enquiries and take orders on 020 8993 7334, every weekday from 9.00am to 5.30pm and on Saturdays (October to December only) from 10.00am to 4.00pm. Outside of these times please leave a message on the 24 hour answerphone. Fax: 020 8993 7335. You may order anytime online at www.braybrook.co.uk
Due to the valuable nature of our products, many of our deliveries require a signature and will be sent by Royal Mail Recorded Delivery or Special Delivery if requested on order form. We strongly recommend the use of Special Delivery for high value items as this is both insured and easier to track in transit.
The majority of orders are despatched within 48 hours of receiving your order and payment. However, in the circumstances of a piece being out of stock we will give you an estimated delivery time when you place your order. We only take payment for goods at the time of despatch (except for engraving, see below) Special commissions may take up to 60 days, but you will be advised at the time of ordering.
If you are not satisfied with any product, for any reason, simply return it to us, ideally within 14 days, in its original condition for a refund or a replacement. Obviously we appreciate that in the run up to Christmas you may be buying well in advance and presents may not be opened until weeks later - in which case just return items to us as soon as practical in January. Please pack carefully. We do not refund postage on returns for exchange or refund.
Made to order & engraving conditions
For made to order and some engraved items, full payment in advance is required. Our normal full refund returns policy does not apply to specially commissioned pieces or items from the catalogue which have been engraved or modified to meet customer requirements. In the circumstance that work on the piece has commenced or been completed, we guarantee a minimum 20% refund. This may be greater if the silversmith is able to recover all or part of the work undertaken, and will be at our discretion.
Damage in transit or faulty items
In the case of delivery damage or an item being found faulty, please try to inform us within 48 hours of receipt (by telephone or email) and arrange for the item and any damaged in transit packaging to be returned to us in the condition received. In this circumstance, the item will be replaced or refunded and your postal expenses refunded.
Prices and descriptions
All sizes and weights given are averages. As many pieces are handmade, slight variations from the examples shown in the catalogue are possible. Natural materials such as horn, wood and mother of pearl do vary in colours and patterns. Prices shown in our mail order catalogue are valid until the date quoted in the terms on the order form page. All prices online and in the printed catalogue include VAT at the prevailing rate (currently 20% Jan 1st 2011).
Braybrook & Britten reserve the right to alter prices should the rate of VAT change.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will give you the chance to refuse any marketing email from us. We do not supply your email addresses to any other company.
The type of information we will collect about you includes:
credit/debit card details
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We do not use any intrusive or advertising based cookies. The cookies we use are limited to 'session' cookies essential for the operation of the shopping basket system and Google Analytics which gives us basic statistics about visitors.
If you have any questions/comments about privacy, you should contact us.