BRENDEL London

DELIVERIES & RETURNS

DELIVERIES

FREE UK POSTAGE

We dispatch all orders via trackable services, unless a preferred delivery option is requested by the purchaser. After your order has been accepted, we will endeavour to dispatch your order at our earliest convenience and will inform you immediately if we are unable to dispatch your delivery within an acceptable timeframe. All our products are 'mede to order' or in limited quantity. Production lead time is 10 working days after receipt of payment. You will be sent an email notification with the tracking number of your package when your order ships.

If delivery cannot be made to your address you will be informed as soon as possible. We do not hold ourselves liable for any inconvenience suffered by you through reasonable or unavoidable delay in delivery.

When your goods are delivered, you may be asked to sign to acknowledge receipt. If the package appears to be in a poor condition then please refuse the delivery. We dispatch all deliveries in protective packaging but damages can occasionally occur. If damage has occurred in transit, please contact us via hello@brendellondon.com and we will make arrangements to replace the damaged products. Any damages to the delivery must be reported to us within 24 hours of receipt of the goods. When an item is delivered, the risk of damage to or loss of the item passes to you.

Ownership of an item does not pass to you until we have delivered the item to you (either directly, by leaving it in a safe place or with a neighbour).

International Deliveries

Please note that local charges (eg. sales tax, customs duty) may occur, depending on your region and local customs duties. These charges are at the customer's own expense.


CANCELLETIONS, RETURNS, REFUNDS

Please kindly understand that our products will differ slightly in appearance to those shown in the images due to the natural colour and markings of the leather. 

Occasionally tanned leather surfaces could have black spots, scars, insect bites, and blood vessels passing prints, all of which are confirmed by natural leather, not defective and taken by the recipient.

We would like you to be rest assured that we want you to be happy with your BRENDEL London purchase, and within reasonable means we will do our best to process colour/size exchanges and answer any questions you may have once you have received your product.

Your right to cancellation

You are entitled to cancel your order at any time up to 7 days after you receive the goods. To cancel your order within this time frame you must notify us in writing by email via hello@brendellondon.com.

If you decide to cancel your order after the products have been delivered to you, you must return the goods to us at your own cost unless the products are faulty. To qualify for a full refund, the goods must be returned complete, in perfect condition, unused, unwashed and with original packaging. Providing we are happy with the condition of the returned stock, we will credit you for the products within 30 days of receipt by us. 

Returns policy

If you are unhappy with your order, you are entitled to return your order at any time up to 7 days after you receive the goods. We would be more than happy to offer you an exchange or - if you wish - a refund, provided that the goods are returned complete, in perfect condition, unused, unwashed and with the original packaging. You must cover the cost of returning the goods to us unless the products are faulty.

Returns that are damaged, soiled, altered or not in their original packaging, may not be accepted.

Faulty products

If you are unfortunate enough to receive a faulty product you must inform us within 24 hours of delivery via hello@brendellondon.com. The faulty products must be returned to us in line with our returns policy. When we have received the returned goods we will then verify the fault. If we agree that the product(s) are faulty we will either:

o Replace with the same item

o Carry out a refund in line with our refund policy

If we decide that the goods you have returned are not faulty then the order will be returned to you at your cost.

Items damage during transit

We take great care in packing our products to ensure that they stand a high chance of arriving undamaged. In the unfortunate event that a damage occurs you must contact us within 24 hours of delivery via hello@brendellondon.com and provide us with the following information:

o A good-quality photograph of the damage product(s), ensuring that the number of damaged products is clearly visible

o Your order reference number

o The name(s) of the product(s), and the number of damaged products

o Your instruction as to whether you would prefer the replacement or refund of the
products involved. Following this, you must return the product to us within 7 days after you received the product

When we have received the returned goods we will then verify the fault. If we agree that the product(s) are faulty we will either:

o Replace with the same item

o Carry out a refund in line with our refund policy

Incorrect product(s) delivered to you

If we accidentally supply you with the wrong item, please notify us within 7 days via hello@brendellondon.com. The goods must be returned to us in accordance to our returns policy. After we receive the returned goods, we will verify that the item is incorrect and either:

o Replace with the correct item

o Carry out a refund in line with our refund policy

Additional product(s) delivered to you

If we accidentally supply you with additional items, please notify us within 24 hours via hello@brendellondon.com. The products must be returned to us in accordance to our returns policy. The goods must be returned via the same delivery method as they were provided to you. In this instance, BRENDEL London will return the cost of the returns to you within 30 days of our receipt of the item(s). If you do not follow this procedure and are found to be in possession of goods that were sent to you unintentionally, it is possible that you will be charged for the goods.

Refund policy 

If you are entitled to a refund, the funds will be returned via the same card that you used to pay for your original order. It is your responsibility to notify us of any changes to your card details i.e. the card has since expired or the account is no longer valid.

It is our aim to carry out all eligible refunds within 7 working days from receipt of the returned products. The funds may take up to 30 days to reach your bank account during the busiest times.

All customs and insurance costs are non-refundable and are at the expense of the customer.

Returns procedure 

When returning any item, except where a faulty product was delivered to you or where we have delivered the wrong item to you, you must cover the cost to return the products to us. To return any products to us, please contact us via hello@brendellondon.com and clearly state whether you would prefer a refund or exchange.

Please pack the products back in the original parcel, include your name, address and order number within the package and return it to:

BRENDEL London RETURNS
18 Ferdinand Court
London SE6 4BG
UK

When you are returning items, we strongly recommended that you obtain proof of posting. BRENDEL London cannot accept responsibility for any parcels that are lost in transit.

If you have any queries please get in touch via email hello@brendellondon.com

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