FAQs

Need some help with your order or got a question that you need answered pronto? Just click on one of the sections below to find the answer...

If you still can't find an answer to your question, please drop us an email at support@brinda.co.uk

 

DELIVERY

  • What delivery services do you offer and what are your delivery charges?

Express Delivery

  • Deliveries to UK mainland: £4.50 (Free for orders £50.00 and over)

Deliveries to UK mainland: Order any day up to 3.30pm for delivery in 1-3 working days. Orders made by 12pm on Sunday will be delivered on Monday. Excludes deliveries to Northern Ireland, Highlands and Channel Islands.

Standard Delivery

  • Deliveries to UK mainland: Free for orders within the UK

Order Monday to Sunday for delivery in 2-4 working days (including Northern Ireland, Highlands and Channel Islands).

  • Deliveries within the EU:  £5.50 (Free for orders £50.00 and over)

Order Monday to Sunday for delivery in 3-15 working days 

  • International : £7.50 (Free for orders £50.00 and over)

We ship worldwide, delivery times vary depending on destination. 

  • Has my order been dispatched yet?

When your order leaves us, a second email is generated to confirm this – if you don't receive an email within 4 working days, please email us at support@brinda.co.uk

  • Can I track my order?

Yes. Once your order has been dispatched, you will receive an email with tracking information within 72 hours.

 

 

ACCOUNT

  • Do I need to create an account with you?

Setting up an account is really easy and only takes a few minutes. You'll need to give us your name and address details and then create a password, which you can use to access your account at a later date. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you'd prefer not to create an account, you can select "Continue as guest" instead. You'll still need to enter your name, address, email and payment information, but these won't be stored. 

  • How do I change or check my account details?

By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.

  • I have forgotten my password

No problem – all you need to do is grab a password reminder. You can find this at the 'Login/My Account' section of the site. Simply click on the 'Forgotten your password?' link and we'll email it over to you.

  • My account has been suspended

This happens after 3 unsuccessful login attempts. Your password is case sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email and we can unlock your account and resend your password reminder over to your registered email address.

 

REFUNDS & EXCHANGES

  • Can I return or exchange an item?

When you buy something from us, we hope you love it. However, should you change your mind (it happens to the best of us), you have up to 30 days from the date of purchase of an item to return full-price items and sale items to us for a refund or exchange. 

For international customers, If you've changed your mind about keeping your item, you'll need to pay for the return delivery or postage (if applicable), and we won't refund the original delivery charge.

  • How do I return unwanted items? 

1. LOCATE YOUR ORDER

To post your order back to us, sign in to your Brinda Jewellery account, select Order History, then locate and select the order you wish to return. Guest orders may be found by checking your Order Status.

2. START A RETURN & PRINT YOUR RETURN LABEL

Once you've located your order, select Start a Return and follow the instructions to complete your Returns Form. Select the courier service of your choice and proceed ahead with creating a Returns Label.

Royal Mail returns

  • A Pre-Paid Returns sticker is included in your parcel for UK orders. Peel off and attach your return sticker to the parcel for returning
  • Our free Royal Mail returns service is only available to UK customers, for parcels weighing under 2kg
  • Your parcel can be posted locally if small enough or taken to your local Post Office to obtain free proof of postage
  • If you're not able to find your Royal Mail return label of form, you can use the PDF below - please do add your name and order number to the returns form or we may not be able to process your return for you

3. AFFIX RETURN LABEL

Add your items and tape your package securely. Then affix the return label to your package, being sure to remove (or cover) the original shipping label. Now you’re all set! Just drop off at a Post office or parcel shop.

  • How do I return unwanted items? - International Customers

To complete your return, please access the portal, select your country, enter your email address and original order number and you will be guided through the process.

Complete the returns forms and arrange for your International returns to be collected or dropped off at nearby locations.

  • I have returned my order - will you refund my delivery charges?

If you live within the UK and you've returned your whole order within 28 days of receipt, we will refund the full amount, including standard delivery cost of £3.95. Upgraded shipping options will not be refunded in full unless the entire order is faulty or incorrect. We reserve the right to wait for your goods to be returned before refunding.

  • Why have I had a refund when I didn’t cancel my web order or return anything?

    • You will be refunded if we are unable to deliver an item you have ordered. It may be the last one we have in a range and it’s not in good enough condition to send or it gets damaged as we’re processing your order. We try hard not to let this happen but when it does, and we can’t get you a replacement we send you a refund.

     

    ORDERS

    • How do I change or cancel my web order?

    In most circumstances, it’s not possible to make changes to your order once you’ve placed it. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team as soon as possible for advice at support@brinda.co.uk

    If your order has already left our warehouse for delivery to you, then you’ll need to follow our Returns procedure in the event of any unwanted items.

    • Can I change my billing address?

    If you have an account with us and want to change your billing address for new orders, you can do this in the My Account page 

    • Can I change my delivery address?

    Before placing an order:

    If you have an account with us and want to amend your delivery address, you can do so on the My Account page. Once changed, this will be the address used on any new orders

    You can edit your existing delivery address, add multiple delivery addresses to your account and select your preferred delivery address for orders before placing your order

    After placing an order:

    We're not always able to change or amend delivery addresses on orders; the sooner you can let us know the more likely we can fix this for you. For more help contact us at support@brinda.co.uk

     

  • What do I do if I receive a faulty item in my order?

    •  

    We try really hard to make sure that your items arrive in perfect condition; sometimes things may be damaged in transit.

    As soon as you discover a fault, please contact the Customer Services at support@brinda.co.uk

    • The order number

    • The name of the faulty item and it's product code where possible (this may be referred to as it's SKU code)

    • A photo and description of the fault

    Depending on the fault, we may ask you to return the item to us using our free returns label. We will then send you a replacement item or a refund as quickly as we can. If the item has gone out of stock, we will arrange a refund for you. 

  • My order is missing/incomplete, what do I do?

    •  

    If you are missing an item from your order, we may have sent your items in separate parcels. Check your account and emails to see if any of your items will be arriving separately. Some of your items may be wrapped in a recyclable white corrugated paper for protection during transit and you will need to unwrap this paper to check for smaller items.

    If an item is missing from your order, contact us at support@brinda.co.uk with the order number, product name and the SKU code.

     

    MISCELLANEOUS

  • Feedback, compliments and complaints

    •  

    Our aim is for all of our customers to love everything we do. We are committed to ensure that all our products and services reflect the highest standards of quality. If you appreciate our products/services or have any suggestions on improvement, we would love to hear from you. 

    In the unlikely event that you are unsatisfied with our product or services we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again. We will be happy to assist you immediately and resolve any problems you may have experienced.

    Contact our Customer Services at support@brinda.co.uk