FAQ's

Products

How do I keep my mug in tip top shape?

Both our Ceramic & Fine bone china man mugs are incredibly durable and do not require much additional care apart from standard cleaning. However if used frequently to drink very strong tea or coffee your mug may become stained on the inside, so here are some top tips on keeping them clean. To remove stubborn stains fill the mug with warm water and add some baking soda, denture tablets or a little bleach and leave to soak for a couple of hours. Once clean ensure you wash the mug thoroughly before reuse.

Can I submit an idea for a design which I think would work well for a Brinley Williams product?

Yes we are always open to new ideas and we have a reward scheme for designs that become products as detailed below. If you do wish to submit a design here are some do's and don'ts.

• We do Funny
• We do Innuendo
• We do Satire


• We don't do negative
• We don't do sexist
• We don't do derogatory

If your design makes it onto a Brinley Williams product then in return you will receive credits to the value of £100 to use in store.

Orders

I have not received my order, what do I do?

If your order hasn't arrived, first of all please check with your local royal mail sorting office and enquire if they are holding a package for you. If your order has been despatched but hasn't arrived within the expected time period, please email Customer Support.

An item is missing from my order, what should I do?

If you receive the wrong item or something is missing from your order then please email Customer Support and we will email you to return the item and despatch the correct item (stock willing) for you on a next day service. Your return shipping costs will be refunded.

What do I do if I received a faulty item?

We aim to resolve any issues with faulty items as soon as we can within office hours but we need you to email Customer Support of any faults as soon as you discover them so that we can resolve the issue for you.

I have received an incorrect item in my order, what should I do?

If you have received an incorrect item in your order please email Customer Support with full details and we will get back to you as soon as possible within office hours.

Where can I view my purchase history?

To find out more information on your past orders, please sign into your account here.

What do I do if I receive an incomplete or damaged order?

If your order hasn't arrived, or arrives incomplete, first of all please check with your local royal mail sorting office and enquire if they are holding a package for you. If your order has been despatched but hasn't arrived within the expected time period, please email Customer Support.
If you've more than one item on your order, please bear in mind that products may be sent out in multiple packages and so will arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email Customer Support.
If your order arrives and the goods are damaged, follow our Returns procedure.

Re-Dispatching Orders, how does that work?

Should a order be returned to us undelivered Brinley Williams will inform you of this and request if you would like it to be re-dispatched or not.
Items that are re-dispatched are subject to a £2.99 fee for re-packing and re-delivery.

Emails

What emails will I get?

You will only receive emails from Brinley Williams on the following occasions:

• When you register on the Website.
• To confirm that you have placed an order on the website .
• When the order you placed has been depatched out to you

How do I Unsubscribing from the Brinley Williams mailing list?

As was mentioned above, you will only receive emails from Brinley Williams as a result of the above events and we do not send out any newsletters or promotional spam because I personally find it annoying. I tend to use facebook for such activity as it provides the customer with greater control and choices. That said, if you still feel the need to unsubscribe from the mailing list you can do so here.

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