If, for any reason, you want to return your order then I would like to make this process as easy as possible for you. Here is everything you need to know about delivery, returns, exchanges, cancellations and refunds when you shop with us.
Delivery of your order
Delivery times for all countries are provided within each product listing. All products are shipped using standard delivery unless expressly stated. Expedited delivery can sometimes be arranged however this is always subject to availability and may not be possible during busy periods. We are always happy to discuss any particular requirements or timescales you might have.
Small items will be delivered by Royal Mail (standard delivery, UK Mainland only) and larger items via courier.
In the case of overseas or international delivery The Brooke Co. is not responsible for payment of any local import duties, customs fees or taxes – these must be met by the customer.
Returns and exchanges for unwanted goods
I will happily accept returns and exchanges for all unwanted standard products. If you would like to return or exchange an item, please contact me within 14 days of delivery and ship items back to me within 30 days of delivery.
If you are returning or exchanging an item, please ensure it is packaged either in its original packaging or equivalent to make sure it doesn’t get damaged on its way back to me. Include the original order slip or receipt so I can track your return.
Buyers are responsible for return shipping costs.
All products returned need to be received in their original condition. If they are not returned in their original condition then you, as the buyer, will be held responsible for any loss in value which may affect your refund.
Items that can’t be returned
Unfortunately, unless they arrive damaged or defective, I don’t accept returns for:
- Customised or personalised orders
- Fabric by the metre
- Digital downloads
- Items on sale
Returns and exchanges because your product is faulty
If your product develops a fault within 60 days due to the production process then please contact me and arrange a return for repair, exchange or refund.
Please note that this only applies to faults with the making and production of your Brooke product – I do not accept returns for refund for any damage incurred after delivery.
Returns for repair or replacement
If your product becomes damaged in any way after the point of delivery then I am always happy to talk to you about repairing or replacing part or all of your item, regardless of how long you have had it. Please contact me with photos and a description of the damage and I will provide a quote for repair or replacement.
Please note that refunds will only be processed once returned goods have been received and inspected – this can take up to 14 days. For returns and exchanges where there was no fault with the product, you will be refunded up to the full original cost of the product but will not be refunded your shipping charge.
As all of our products are made to order then exchanges can take up to the original delivery time for new products (please see individual product pages for details) but I will always endeavour to get exchanged products to you as quickly as I can.
As all of my products are made to order, I can’t accept cancellations made after the production process has begun, but if you have any problems with your order then please do contact me to discuss.