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FAQ's

Products

Orders

Delivery

Returns

exchanges

emails



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


Delivery

What couriers do you use?

We use a variety of different couriers depending on the delivery destination and size of package.
  • Royal mail
  • ParcelForce

How much will delivery be to the UK?

The cost of delivery to mainland UK starts at 2.99 and is calculated based on the weight of the items you have ordered.
To find out how much the delivery cost will be, simply add the items you wish to purchase to your Shopping Basket and just below the items you added you will see a sections called Estimate Delivery costs.
Select the destination country for your order from the drop down list then click update and you will see the various delivery options available as well as the cost of each.

Delivery time frames within the UK are between 24 & 48 hours, not including the day of despatch. If you do not receive your order within this time frame please contact with your local royal mail sorting office and enquire if they are holding a package for you. If the sorting office informs you that they are not holding a package for please email Customer Support.

EU & International delivery

We offer delivery of products from our website to a number of international destinations. To see if we deliver to your country add the items you wish to purchase to your online shopping basket and select your country from the drop down in the Estimate delivery section of the Shopping Basket page. Once you click update you will be informed if we deliver to your country and the cost based on the items you have added to your shopping basket.

European delivery usually takes between 5-10 days and once your parcel has arrived in your country,it will be passed on to an internal postal service, according to standard delivery procedures.

International Delivery usually takes between 14-21 days and once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

Please be aware that your parcel can be delayed by customs in your country. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

BFPO Delivery:

How to enter BFPO address details when registering:

First Name: Service No, Rank & First Name
Last Name: Surname
Address Line 1: Unit
Address Line 2: Operation Name (if applicable) or can be left blank
City: Regiment
County: Select British Armed forces from Drop Down
Post/Zip Code: BFPO Number
Country:
United Kingdom


How much will delivery be to BFPO?
The cost of delivery to BFPO depot is the same as UK rates however please be aware of BFPO size & weight restrictions.
For more info please visit the BFPO website.

Please Note: Brinley Williams is only responsible for delivery to the BFPO sorting depot within the UK. Transit of goods thereafter is the responsibility of the BFPO and thus we are not liable for any losses.

Will I be charged customs and import charges?

Customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the customer and Brinley Williams has no control over these charges. Please note that customs policies and import duties vary widely from country to country so we cannot give an exact figure of the fee you will incur.

Do you deliver to work addresses?

We can deliver to your home address or your place of employment, simply enter your business details in the Company field when registering. If you would like your delivery to reach you at work, please be sure someone will be there to take receipt of the goods.

What if I am not at home to receive my order?

If you are not at home to take receipt of your order a "sorry we missed you" card will be posted through your letterbox detailing when delivery was attempted and when & where your parcel with be available for collection.

What if my parcel is lost, will I get reimbursed?

If you have not received your order, we will need to raise a full investigation with our couriers to confirm with them that you have not received your parcel. Once we can confirm this, we can either refund you or re-dispatch your order (stock willing).


Returns

Our Returns Policy:

We guarantee that if your order is not 100% free from defects in materials and workmanship, you may return it for a prompt refund provided you follow our easy Return Policy below.

You can return any unwanted item to us for a refund (minus delivery charges) up to 7 days after delivery, provided it is in its original, unused condition and you the consumer have taken reasonable care of the goods whilst in your possession. We understand that you may wish to examine the goods as you would when purchasing from a shop but we do request that labels are not removed from the items. Postage charges both ways are not refunded.

While we will gladly accept a return or exchange on a non-personalised item for any reason, understandably a personalised item may only be returned for refund if there is a fault or error with the design.

If authorised, goods are to be returned within 30 days of the order date. Return shipping costs are calculated using the lowest available shipping costs. Credits are processed once the goods have been returned. Please allow up to two billing cycles for the return credit to appear on your credit card statement.

No cancellation of goods already in transit can be accepted. If the client should refuse these goods on arrival, the client will be responsible for the cost of two-way carriage and any lose of profit incurred in the resale of the merchandise.

We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy, as such these items may be returned to you at your expense. You will be notified of the applicable charges. If you send the item back to us again, or refuse to accept delivery, this will be deemed to be irreversible authority for us to dispose of your goods without further notice. Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the goods.

If you wish to return your item we advise you do so via recorded delivery. This will ensure that your order reaches us safely and if it does get lost it can be traced and we can process your refund/exchange. However if you do choose to use a standard service which may mean your order cannot be tracked we cannot be held responsible for your lost order therefore we will be unable to process your claim.

To return your item via Royal Mail or courier please ensure the following:
  • Include a note regarding your order number/name/details .
  • The item must be repacked in the same condition as it was received.
  • Attach a return address note in your return parcel.
  • You will then need to return the package to a Post Office counter/ courier.
  • Please note the cost of the return is the customer responsibility.
  • Obtain a postage receipt from the Post Office/ Courier; this will act as your proof of return.


Refunds on returned items

Please allow 2 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.

Change or cancel an order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If you'd like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please email Customer Support and include details of your order number and order date.

If your order has already been despatched or delivered, then you will need to follow our Returns procedure in the event of any unwanted products.



Exchanges

Our Exchange Policy

The parcel must then be returned via the Post Office counters/ or with a courier in accordance with the details set out below:

  • Please include a note regarding your order number/name/details and item to exchange for.
  • The item must be repacked in the same condition as it was received.
  • Attach a return address note in your return parcel.
  • You will then need to return the package to a Post Office counter/ courier.
  • Please note the cost of the return is the customer responsibility.
  • Obtain a postage receipt from the Post Office/ Courier; this will act as your proof of return.
The returned parcel is the customers responsibility until it is received by us. As a result we suggest customers use a delivery service where they can track their return. If you do choose to use a standard service which may mean your order cannot be tracked we cannot be held responsible for your lost order therefore we will be unable to process your claim. Exchanges can take up to 10 days to be processed.
If we are unable to exchange the item we will email you with an explanation and offer a full refund minus the original delivery charge to your account. Please note you may only make an exchange on the same item once.

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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