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FREQUENTLY ASKED QUESTIONS
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ORDERING

Do Browns offer gift wrapping?

When placing your order, you can choose to have your items gift wrapped and to include an optional gift message. Your gift purchase will arrive in a signature browns box, tied with a ribbon and will include a gidt card with the message you provided. The invoice will be sealed in a separate envelope so that this information is not immediately disclosed with the recipient.

How do I make a purchase?

You can shop by product category such as dresses, clothing, bags (using the links in the menu to find what you are looking for) or you can browse alphabetically by designer from the A TO Z OF DESIGNERS. Click on the product image to open up additional information about it. Then select your size and click on the 'ADD TO BASKET' button to pay for it. You can still continue browsing the online store or directly go to the basket in the top right hand corner to review and amend the contents of your basket or to complete your order. You will need to register your personal details with us before your order can be processed. Before confirming your order you will be asked to review and amend your order details on the BASKET menu.

Can I place an order over the telephone?

Please call our Customer Care team +44 (0)203 750 1241 or email customercare@brownsfashion.com for advice on how to place your order.

Do I need an account to place an order online?

Yes you will need to set up an account on our website in order to place an order. Setting up an account is easy and you can do this while placing your order. Having an account will also enable you to store credit cards, shipping information, track past orders and build a wish list.

How will I know if you have received my order?

After you place your order, you will receive an email from us acknowledging that your order has been received. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. Only after the item(s) are located, your credit card details have been approved, and the delivery address has been verified, will your order be accepted and the item(s) shipped. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.

Can you provide me with a VAT receipt?

Yes. Please contact us via email on customercare@brownsfashion.com to request a VAT receipt for your order.

What if an item is out of stock?

All items are subject to availability. If items that you order are out of stock, subject to a delay or the price is higher than that shown on your order, we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue to process the remaining items on your order. We will not supply a substitute product without your express authority. Once an item is sold out it will be taken off the website at the earliest opportunity.

Do you offer same day delivery in London?

Yes we offer a London Same Day service. This service operates Monday through Friday for London based customers (up to Zone 3) and is handled by Clockworks, our partner carrier. Orders must be received by 12 noon (Monday - Friday) in order to receive same day delivery. Once the order has been successfully received and processed we will call you to arrange a delivery time suitable to you. Please note that if you require your items at a specific time, you must contact us at customercare@brownsfashion.com or +44 (0)203 750 1241. Orders received after 12 noon will be sent by London same day delivery the following working day. This does not include Bank Holidays.

Can I add items to an existing order?

It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us by email requesting to have your two orders combined and shipped together but please be aware that this might not always be possible as the first order may have already been shipped.

What happens if I notice that my personal details are incorrect after I have completed the ordering process?

If you realise your personal details are incorrect once you have completed the ordering process please email our customer service team at customercare@brownsfashion.com, ensuring you include your order number. We can not guarantee that we will be able to rectify the issue, however, we can assure you that we will do all we can to amend your order.

Can I redeem or buy gift vouchers online?

Yes, please email customercare@brownsfashion.com for this to be arranged. It cannot be done directly through the website.

DELIVERY/SHIPPING

Can I track my order online?

We ship all of our orders using DHL. When we dispatch your order for delivery you will receive a unique tracking number by email from DHL. Once in receipt of this reference number you can check the current status of your shipment on the DHL website at www.dhl.co.uk/en/express/tracking.html. Alternatively, you can email us on customercare@brownsfashion.com and we will track the order on your behalf. Please note London Same Day delivery can not be tracked through DHL. Orders by this method are dispatched at your chosen delivery time.

   
Can I change my shipping address once my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Will I have to sign for my order?

We do require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.

What happens if I am out when you deliver?

If you or the intended recipient is not in when DHL attempt to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to pick up the item or rearrange delivery. Please note if you rearrange to deliver to another address, this may incur an additional charge that is out of our control.

Can you deliver to a different address than my billing address?

First time orders must be delivered to your billing address used on the Credit / Debit card. All orders thereafter you can specify the delivery address.

How much are the custom duties and taxes for my order?

Custom policies vary widely between countries. Please contact your local customs office for further information. For further information about import taxes as well as taxes in general in your country, please feel free to contact our Customer Care team at customercare@brownsfashion.com. To ensure quick delivery to you, any custom duties and taxes imposed by your government will be paid for on your behalf by our courier DHL and you will be responsible for these charges. You will receive a separate invoice by DHL for any applicable custom duties and taxes.

RETURNS & EXCHANGES

How do I receive a refund and will I be refunded for the full value of my order?

Unsuitable items may be refunded or exchanged within 14 days of our dispatch date. Before you return something you must notify us within 48 hours of receiving an item and obtain a RAN (Return Authorization Reference number). Sale items must be returned within seven days and different terms apply to jewellery and lingerie. The product you return must be in new, unused, and unworn condition with all the original packaging and garment tags still attached. In addition all items must be returned with our special Browns tags. To view our full Terms and Conditions on returning items, please visit the terms and conditions page.

Can I Return Gift Certificates?

No. Gift certificates are valid for 1 year onwards from date of purchase and cannot be refunded. The total value can also be redeemed in parts on various orders.

When will I receive a refund for the returned items?

Refunds are processed on the day they are received and take 1-3 days to show in your account. This is of course subject to the refunds policy. Please note that shipping costs will not be refunded. All incurred duties and taxes will need to be claimed back through DHL, when returning your items back to Browns Website. Browns Website is not responsible for the refund of international customs duties and sales taxes. If you need help with claiming with DHL please email customercare@brownsfashion.com.

Can I return an item to one of the Browns stores?

No, items cannot be returned to one of the stores. Please ensure you post your return to:

Clipper Logistics Group
43 Suez Road
Brimsdown
Enfield
Middlesex, EN3 7SN
United Kingdom

SAFE ONLINE SHOPPING

Is it safe to use my credit card online at Browns?

We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by SagePay. You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases.

Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will Browns share, rent or sell your personal information without your consent.

GENERAL QUESTIONS

How do I know if the item will fit me?

There is a size guide with every item and in addition when an item runs small or large to size, this will be identified within the product description. All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'VIEW OUR SIZE GUIDE ' link which you will find on every product page, in the Size Guide Tab.

What does ‘H’ mean in shoes sizes?

‘H’ means half, for example a 38H is a 38.5.

How do I unsubscribe from the Browns newsletter?

Please log in to your account and edit your email preferences by unticking the emails you no longer wish to receive. Alternatively you can use the link at the bottom of any newsletter from Browns.

How do I create a Brownsfashion.com account?

Click on the ‘Your Account’ button at the top of the website. Then click the ‘Create an Account’ Link, then follow the on screen instructions.

I have forgotten my password – what shall I do?

Go to ‘Your Account’ then click the ‘Forgotten Password’ link, you will then be emailed the details.

TECHNICAL QUESTIONS

I cannot process my order.

Try by first deleting the cookies, then logging back into your account. To delete a cookie, you go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and press ‘OK’. Please refresh the page and try to place the order once again – when the site is experiencing high demand, orders sometimes do not get placed. If it still does not work please make a note of what happens and what messages the site gives you. It may also be necessary to try an alternative computer, tablet or mobile device to ensure it is not an internet connection problem.  If further problems persist please do not hesitate calling us at +44 (0)203 750 1241 or email us at customercare@brownsfashion.com.

An Error message says my card details are incorrect?

Please ensure that you enter your card details exactly as they appear on the payment card including your name. Please enter the card number without any spaces. The CVV number is the last three digits on the signature strip on the reverse of the card. The issue may be caused by 3DSecure (Verified by Visa or MasterCard SecureCode) verification which is a system setup by your card issuer to manage online fraud and protect your account. This system is managed by your bank so it may be worth contacting them to check that there are no problems with the 3DSecure system on your account.

I am experiencing problems with my SecureCode number/3D Security pop up window?

Your SecureCode/3D Secure number is personal to your VISA or MasterCard. When you purchase from most retailers at the end of the online transaction a window appears and will ask you for this number. If you have forgotten the number you are given the option of re-setting the number. If you choose this option you will be prompted to answer some security questions. You will then be able to set a new secure number.

I have re-set my SecureCode/3D secure number and entered it into the form and it is still not working?

If your order has been successful you will receive an email with your order number. If you do not receive an email from Browns with your order number an order has not been placed. You can contact your bank to ask them why your SecureCode/3D Secure number is not working. It could be that your bank needs authorization from the cardholder to allow the payment.

I have spoken to my bank about my SecureCode/3D secure number and they are saying there is nothing wrong.

Please call or email a customer services advisor customercare@brownsfashion.com and we can advise you further.

 
 


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