Hereford Tel: (+44) 01432 851991 London Tel: (+44) 0207 736 4141

Help

Ordering online

When you see a product you like simply type in the quantity you wish to buy and click the 'Buy' button.

You can view 'Your Basket' at any time by clicking the 'Basket' button at the top of the page.

Your Basket page:

You can remove items from your basket by entering a quantity of '0' next to the product and clicking the 'Update' button or by clicking on the waste bin icon.

You can change the quantity of each product. Remember to click the 'Update' button.

When you have finished shopping click the 'Place secure order' button.

Either login using details from an existing account (if you have forgotten your password click on the link and we will send it to you) or create a new account at www.brownantiques.com

If you are a new customer please enter your invoice and delivery details. If you are a returning customer you can choose existing addresses to use for invoices and deliveries or add new ones.

Choose the delivery method you would like to use.

Choose your method of payment: securely online using a credit or debit card.

Enter you credit or debit card details. We accept major credit and debit cards except American Express. This is a secure system. We do not store your credit card details on our server after payment for your order has been processed.

Review your order and add notes if you would like to.

Click the 'Place order' button to complete the transaction.

You will be sent an email message with your order details. We will also send notification to you by email when you order has been despatched.

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Ordering by phone

Simply call 01432 851991 between the hours of 9.00am and 5.30pm Monday to Saturday (excluding Bank Holidays). When ordering, have the quantities and model/style numbers you require and your credit/debit card details ready.

You can also phone outside the above hours and leave a message for a call back during office hours. We will call you back as soon as possible to discuss your order.

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Returns policy

Applicable to UK orders only

Please note: we regret that we are unable to accept returns / cancellations for items that are shipped overseas

Cancellations

We hope that you enjoy and will be pleased with your purchase from I & JL Brown but should you wish to return any standard item*(see note below) purchased online from us we will arrange a refund or exchange provided the product is in a fully saleabale condition and is returned in its original packaging. Returns should be made within 7 days of receipt of goods. Please contact us by one of the following methods:

e-mail to sales@brownantiques.com
Fax to 01432 851994
or in writing to:
I & JL Brown Ltd, Whitestone Park, Whitestone, Hereford, HR1 3SE

If the product is not returned to us in a fully saleable condition we reserve the right to refuse a refund on the item or deduct 25% of the original selling price from the refund amount.

Should we ask you to return the item simply send the unused product back to us in the original packaging to:

I & JL Brown Ltd
Whitestone Park
Whitestone
Hereford
HR1 3SE

Or alternatively return the item to one of our stores in London or Hereford with the relevant information.

We cannot accept liability for any lost or damaged packages returned to us. Items returned are subject to being checked for their condition and should be well packed to ensure their return us. Once the goods have been received and checked we will contact you to arrange a refund or alternative product (if available) should you so wish.

*Please note that we are unable to offer a cancellation or refund on personalised made to measure special goods as it is unlikely that we will be able at resell these items at the full selling price.

Faulty / Damaged goods

Applicable to UK Orders only

We must be notified in writing within 3 days of any faulty items or items subjected to transport damage that requires a return / exchange of any products either by:

e-mail to sales@brownantiques.com,
Fax to 01432 851994
or in writing to:
I & JL Brown Ltd, Whitestone Park, Whitestone, Hereford, HR1 3SE

Should we ask you to return the item simply send the unused product back to us in the original packaging to:

I & JL Brown Ltd
Whitestone Park
Whitestone
Hereford
HR1 3SE

We cannot accept liability for any lost or damaged packages returned to us. Items returned are subject to being checked for their condition and should be well packed to ensure their return us. Once the goods have been received and checked we will contact you to arrange a refund or alternative product (if available) should you so wish.

Bulky / Fragile items

Applicable to UK orders only

In the unlikely event that you receive an unsuitable item labelled on the website as a Bulky or Fragile item please let us know within 7 workings days of receipt of the item. As these items need specialist transport you will need to call for a return authorisation to be carried out. Please call 01432 851991 so that we can arrange with the relevant specialist carriers to collect the goods from you. We will endeavour to arrange a suitable replacement or refund as soon as possible after we have received and examined the returned goods.

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Complaints procedure

We pride ourselves in offering exceptional service usually above and beyond of what is expected of us. Should you wish to contact us about any level of service that you believe is not what you would have expected from us please do not hesitate to contact us.

Our Customer Services Department is open Monday to Friday, 9am to 5.30pm (except Bank Holidays). To contact us please call 01432 851991, send an email to sales@brownantiques.com or alternatively you may write to us at:

I & JL Brown Ltd
Whitestone Park
Whitestone
Hereford
HR1 3SE

All comments will be dealt with in a fair and confidential manner. It is our policy to acknowledge your comments within 5 working days and we will endeavour to resolve any problems within 30 days, keeping you informed along the way.

We always welcome any comments which help to improve our services. Please do not hesitate to e-mail us with any suggestions to sales@brownantiques.com


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