Frequently Asked Questions
How to shop on Brandvillage.co.uk
- DO I HAVE TO CREATE AN ACCOUNT TO SHOP WITH YOU?
Yes you do, once you are registered, you can order easily next time without having to fill in your details again. Once you have an account, you can easily track your orders, receive regular newsletters and are informed of any exclusive offers and promotions.
- HOW DO I SEARCH FOR AN ITEM?
If you know what are you looking for, you can just type it into the 'Search' box at the top right of the page and click on ‘go’. Alternatively you can browse through the products available, select a category - for example - Handbags, Purses, Travel etc. You can then narrow your search by selecting product type, style, price, colour etc from the options on the left-hand side of the page.
- HOW CAN I PAY?
Brandvillage accepts all major UK credit and debit cards apart from American Express. We use Sage Pay to process payment as this is the largest payment gateway in the UK. Please be assured that your details are safe with us. We also take fraud very seriously, therefore all credit and debit card holders are subject to validation and authorization by the card issuer. We DO NOT accept Paypal at moment.
Unfortunately, at this time we are only able to accept UK credit or debit cards.
- WHAT CURRENCIES CAN I USE?
We can only accept UK Pound Sterling (GBP) at moment. All international payments will be converted into GBP based on your bank exchange rate at the time of processing payment.
- WHEN WILL I BE CHARGED?
If your card is authorized, payment will be taken immediately and you will receive an email confirming that your order has been successful. If your card is not authorized, payment will NOT be taken and we will email you to inform you that your transaction has not been processed.
- IS IT SAFE TO ORDER ONLINE?
We use one of the most secure online ordering systems on the market which is integrated with Sage Pay payment gateway. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information - such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the unlikely event that someone else intercepts it.
- HOW DO I USE MY DISCOUNT/PROMO CODE?
Your discount/promo code has to be entered in the box which states ‘Coupon code’ on the checkout page. Once you have entered the code, click on ‘go’. You must enter the discount/promo code when you are checking out as it can’t be applied later. Only one coupon can be used per order. Coupon codes cannot be used in conjunction with other offers and promotions. Only one Coupon code can be used per transaction. Each Coupon has its own terms & conditions, please read these carefully before using it.
- CAN I AMEND MY ORDER?
We are unable to amend any part of your order or change the delivery or payment method once your order is complete.
- MY PAYMENT HAS BEEN DECLINED
Please check the details of your account to ensure that the card details entered are correct and that your billing address is the same as the one that the card is registered to. If the problem persists, enter the details of another card and try again.
- HOW TO CONTACT YOU
Please note, we always recommend that customers contact us via the internal messaging system. This is available once you log in into your account, under the 'My Account' section, here you can send us any enquiries regarding your order, products, delivery or to request an exchange or refund.
In the unlikely event that you are unhappy with our products or service and wish to submit a complaint, please send an email to email@example.com. Our Customer Care Team will help you as efficiently as possible. We recommend that you check your Spam filter settings and look through your Junk folder, in case our emails find their way into there.
- WHERE IS MY ORDER?
You'll receive a confirmation email from us once your order is on its way. Make sure you check the expected delivery date before contacting us about your order. To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates.
- MY ORDER HAS NOT ARRIVED YET?
If your order has not arrived by the estimated delivery date indicated on the delivery page, please sign into your account to confirm that you have given us the correct delivery address for your order and your contact details are up to date. Check if you have any messages, emails or attempted delivery cards from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to rearrange a delivery date to suit you. Check with your account to see if there are any updates from us regarding your order, payment or delivery. If you still can't find your parcel, please contact us using the internal message system from your account section.
- I HAVE RECEIVED A FAULTY OR INCORRECT ITEM
We want to you have a happy shopping experience with brandvillage.co.uk, therefore, in addition to offering our sincere apologies, we also want to sort out any issues with faulty items as quickly as possible. As soon as you discover a fault, please log into your account and contact our Customer Care team with the order number, the name of the faulty item and number, and a description of the fault. We will get back to you and send you a replacement item as quickly as we can.
- AN ITEM IS MISSING FROM MY ORDER
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If you requested that the order be sent to adifferent address to your default address, please make sure you check all the destination addresses, as orders may reach different addresses at the different times. If an item is missing, please contact our Customer Care team with the order number and the name and number of the missing item. We will endeavour to resolve the issue for you as quickly as we can.
- DO YOU DELIVER TO WORK ADDRESSES?
We can deliver to your residential address or your place of employment. If you want your delivery to reach you at different address, please be sure to select the right address during checkout. You also need to ensure that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.
- DO YOU SHIP TO PO BOX ADDRESSES?
We are NOT able to deliver to PO Box addresses