Free delivery on all UK orders over £60

FAQ's

How do I place an order?
Once you’ve found the product you’d like to buy, select a size from the drop down menu and click ‘Add To Cart’. Repeat this for any additional items you’d like to purchase.
To complete payment, click on the basket icon in the top right hand corner or click ‘Checkout’ from the pop up once the item has been added to your basket. Confirm your selection and sizes are correct and proceed to checkout.
You’ll be prompted to enter your personal information, including email address, postal address, payment details and your preferred delivery method. Once this has been done and payment has been completed, you’ll receive an email to confirm that your order was successful.

Can I change my order?
Once payment has been processed, you can no longer edit this order. If you want to add any additional items you will have to create a new order. If you are having any issues, contact us at support@brayandcoofficial.com.

Can I add an item to my order?
Once payment has been processed, we’re unfortunately no longer able to edit your order.
If you’d like to purchase anything else from us, this will have to be ordered separately. If you place two separate orders on the same day and contact us to let us know (quoting both order numbers), we’ll do everything we can to make sure they’re sent out together. Any additional postage costs incurred will then be refunded to you as soon as possible.

Can I cancel my order?
We appreciate that circumstances could arise in which you may need to cancel your order.
This is possible, but please be quick to request cancellation. Unfortunately once an order has reached a certain point in the dispatch process, it can no longer be cancelled, but if you can email support@brayandcoofficial.com as soon as possible, we can try to help you.

Do I have to order online?
Yes, we are currently unable to accept orders over the phone.
 
Can I place an order by telephone?
For security reasons, orders can only be taken online. If you encounter any problems when placing an order online, please get in touch with us via email support@brayandcoofficial.com and we’ll do our best to resolve the issue.

What payment methods do you accept online?
brayandcoofficial.com accepts some credit cards for online orders.
You can also pay for an online purchase using PayPal.

Can I pay with PayPal?
Yes, we accept PayPal payments.
 
When will the payment go out of my account?
As soon as you place your order, the payment will be taken from your account. We won’t process your order until we receive the payment.
 
Why has my card been charged but my order didn't go through?
Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.
When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.

What currency do you use?
All products sold on our website are currently in GBP, Euro or Danish Kroner. Orders made from outside these currencies will automatically be converted to your national currency by your card provider/Pay Pal at the current exchange rate.

Do you deliver overseas?
We offer delivery to EU countries, but unfortunately we can’t delivery to all countries. International deliveries may take longer due to circumstances out of our control.

How long will delivery take?
All orders placed will be processed in 3-5 working days and passed on to the delivery provider. Deliveries within the UK should arrive within 2-4 working days of dispatch. European orders should be delivered within 3-10 working days from placing your order

Can I select the day I want my order delivered?
Sorry, we can’t schedule delivery for a particular day.

Can I get my order delivered on a Saturday?
Unfortunately we can’t offer this service at present.
 
When will my order be dispatched?
When you place your order online, you will receive a confirmation email. When your order has been picked and dispatched, you will then receive another email confirming dispatch.

Which courier do you use?
All orders will be sent out with Royal Mail.
 
I still haven't received my order, where is it?
If your estimated delivery timescale has passed and you still haven't received your order, please contact our team by email support@brayandcoofficial.com and they’ll investigate this for you.
Unfortunately we are unable to issue a refund or send a replacement order until the courier has completed their investigation.

I missed my delivery. What should I do now?
If for any reason you weren’t around when the courier attempted to make your delivery, they’ll leave a card to let you know.
If the courier has tried several times and is still unable to deliver your order, they will return your delivery to us. Upon receipt of the returned order, we will process a full refund. Unfortunately we will not be able to resend your parcel to you, so a new order must be placed if you would still like the items.

Can I change my delivery address?
Once an order has been placed, we are unable to change the requested delivery address. This is a result of various security checks, including checks on the delivery address provided. Changing the delivery address would invalidate these checks.
If you’ve entered an incorrect address, please let us know via email support@brayandcoofficial.com and we will cancel the order so that you can place another with the correct address.

Can I cancel my order?
We appreciate that circumstances could arise in which you may need to cancel your order.
This is possible, but please be quick to request cancellation. Unfortunately once an order has reached a certain point in the dispatch process, it can no longer be cancelled, but if you can email support@brayandcoofficial.com as soon as possible, we can try to help you.

Why has my order been cancelled?
All orders go through various security checks. If an order fails any of these, it may be cancelled. These checks are necessary to screen orders for fraud, and the most common process is to ensure that your billing address matches that which is on file at your card issuer.
In the situation that your order is cancelled, you will receive an email to inform you of the cancellation, and a full refund will be issued.

Do I have to pay to return my order?
Should any of our products be faulty we will refund any costs incurred with returning the items in question.

How long will it take to process my return?
We aim to process all returns as soon as we receive the goods back to us. You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately this timescale is outside of our control and dependant on the card issuing bank/PayPal. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker.
 
Can sale/discounted items be returned?
Yes, all faulty items can be returned for a refund within 14 days. You will be refunded the price you paid for the item.
 
How long will it take for you to refund me?
We aim to refund you as soon as your return has been received by us and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

You've emailed me to say you've processed my refund, but it's not showing in my account, why?
The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

Why can't I select the size I want?
This means that we unfortunately no longer have your size in stock.
We may be expecting a delivery however, so please send us an email support@brayandcoofficial.com to check.

Is there any more information available on a product?
We do everything we can to tell you all you need to know about our products. If there’s something you want to know about a particular product that isn’t show, please contact us via email support@brayandcoofficial.com and we’ll do our best to help.

Are the sizes shown UK sizes?
All products on the website are shown in UK sizes. Feel free to contact us via email support@brayandcoofficial.com if you have any questions about sizing and we’ll do our best to help.

I placed my order and now the item I bought is in the sale, can you refund the difference?
Unfortunately we are unable to let you know in advance if a product is about to be reduced or reimburse you the difference after you have already placed your order.

What should I do if the item I received is faulty?
If you think the item you received is faulty please get in touch with us via email support@brayandcoofficial.com and we’ll do our best to help.

Part of my order is missing, will it get sent separately?
Unfortunately on rare occasions we are unable to send all of your order.
This is usually because we have checked the item you have ordered and found it to be faulty or if we have had an issue with stock availability. If for any reason we are unable to send all items on your order, we will email you to let you know and issue a full refund for those items. It is rare that we send items separately and we would normally notify you if this was the case.

You've sent me the wrong items/size, how can I get the right item?
Please accept our sincerest apologies, but occasionally mistakes can happen.
If it's happened to you, all we can do is apologise and promise that we'll do our best to sort this for you as soon as possible. Get in touch via email support@brayandcoofficial.com and we’ll advise you what to do. Please be assured that if you incur any additional postage costs as a result of our mistake then we will reimburse you.