Help & FAQ

 

• How to I pay for my order?

 

You can pay for your order using Google Checkout, PayPal or Worldpay.  Please note that for Google Checkout and PayPal you need an account set up with that organisation first.

 

• How long will it take for my order to be delivered?

 

Your order will usually take 2 – 3 days to be delivered, although it may be a little longer for more remote area’s.  As we only work Monday to Friday, orders placed at the weekend will not be processed until Monday.  Regardless of this, we will not take payment until the order has been despatched.

 

• Where is my order?

 

Being a small company we do not have links to our couriers tracking service, however if it has been more than 5 days since your order was despatched (you will have had an email informing you of this fact) then please contact us so that we can check where your order is.

 

• What happens to my order if I am not in to sign for my order when they try to delivery it?

 

If you are not in when our courier attempts delivery they will leave a calling card with the details of their local depot for you to contact.  You can then call them to arrange an alternate delivery date or collect the parcel directly from their depot (identification may be required, please check with the courier).  If you do not contact them they will attempt delivery one more time before being stored at their deport for a few weeks.  If you haven’t contacted them after this time then they will return the product to us.

Please note that if the product is returned to us we can either send the item out again (and incur another delivery charge) or cancel the order.  If the order is cancelled we will refund you the cost of the order but not the carriage.

 

 

• Do I need to create an account to place an order?

 

No, if you select ‘Quick checkout’ you can pay for your items without registering.  Please note however that you will not be able to check on prior orders or history if you do not register.

 

• Why can’t I log into my account?

 

If you are experiencing problems logging into your account first check your username and password, bearing in mind it is case sensitive (i.e., if your password was written in CAPITALS when you set up your account then you must type it in CAPITALS again).  If you have forgotten your password follow the link below the login area and follow the on screen prompts.  If you still cannot get access then please get in contact with us.

 

• How safe is my credit card number from hackers on your website?

 

As soon as you come to the payment section of our website your internet browser is redirected through one of our payment partners, either Google Checkout, PayPal or Worldpay.  All your details are help on their ultra-secure servers – at no time does Brandon Marketing have access to your payment details.

 

• How secure is buying over the web?

As mentioned above, we have no direct access to your payment details.  Our payment partners are huge companies dealing with millions of transactions per day.  When choose your payment method you will see a small ‘padlock’ icon on your browser, meaning that the data you are providing to that payment provider is secure (using a system called “Secure Socket Layer”).

 
Secondly if you are a UK resident using a UK issued card for a transaction over £100 you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company are equally liable for the debt. In practise this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practise putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.

 

• What happens if my item is damaged?

Our couriers require a signature for the item. If you can see the box is damaged then when you sign for the order please note this down at the same time.

If the item inside is damaged (and you didn’t note it down when signing for the order) then please get in contact with us and let us know.  As long as the item is unused and you report it within 30 days we will arrange for a courier to collect the item and provide you a refund or replacement.  

 

• How can I return an item?

We will authorise the return of an item(s) in the following cases:

Faulty or damaged:  You may return any item that was faulty or damaged when received for a full refund.  We will refund you once we have received and processed the item.  In these cases we will also refund the return postage.

Duplicate or incorrect item: You may return any duplicate or incorrect item sent to you as a result of our error for a full refund.  We will refund you once we have received and processed the item.  In these cases we will also refund the return postage.

Unwanted item: You may return any unopened item within 7 days of receiving it, for a full refund.  We will refund you once we have received and processed the item.  In these cases we will not refund the return postage.

 

If you have any other questions or concerns which are not listed above then please give us a call or email us!