We accept Visa, Master Card, Delta, American Express, Diners and Switch credit/debit cards.
To pay by direct-ebanking from your online banking account, wire transfer, or by redeeming a gift card, please contact firstname.lastname@example.org.
Your credit card is charged once we have confirmed your items are in stock and that the credit/debit card holders have passed validation checks and authorisation by the card issuer.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.
Yes, please email email@example.com for this to be arranged. It can not be done directly through the website.
Please carefully read our Terms and Conditions prior to placing your order. Every time you place an order with us, you will need to confirm to have read and agree to them.
Shopping at Browns is easy: You can shop by product category such as dresses, clothing, bags (using navigation in the drop down menus) or you can browse directly by designer from the A TO Z OF DESIGNERS (drop down menu on top bar navigation ). Once you have found an item, select your size and click on the 'ADD TO BASKET' button next to each item. You can then continue shopping or go to the basket in the top right hand corner to complete your order. You will need to register with us before your order can be processed. At checkout, you can review and amend your order details on the BASKET menu.
Due to security reasons, Browns Website does not offer a telephone/fax ordering system.
Most items shown are in stock, if an item you have ordered is unavailable when we come to pick and despatch it, you will be contacted by our customer service team by email. You will not be charged for that item. If a product does not appear in a specific size in the 'Size' drop-down, this means the item is out of stock. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
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.
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.
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.
Yes Browns does offer a gift-wrapping option. You will be able to select the gift option at checkout. The parcel must include an invoice but this will be placed outside the gift packaging.
Yes we offer a London Same Day service. This service operates Monday through Saturday for London based customers (up to Zone 3) and is handled by Clockworks, our partner carrier. Orders must be received by 1pm (Monday - Saturday) 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 firstname.lastname@example.org or 0207 514 0086. Orders received after 1pm will be sent by London same day delivery the following working day. This does not include Bank Holidays.
Click here to view a map of the areas served by the London same day service.
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.
If you realise your personal details are incorrect once you have completed the ordering process please email our customer service team at email@example.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.
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 firstname.lastname@example.org 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.
We aim to deliver your chosen items to the place and person of your choice, in perfect condition and in the shortest possible time. UK and overseas orders are shipped by DHL, our partner carrier, from 9am-5pm, Monday to Friday and will require a signature upon receipt. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery times.
Average Delivery Times
UK – 1 to 2 days from being shipped.
Europe – 2 to 3 days from being shipped.
International Orders – 2 to 4 days from being shipped. (subject to customs clearance)
Please note that your order will only be shipped once payment and delivery details have been approved.
The following table is an indication of Browns shipping costs.
Orders under £100 = £7.00
Orders under £2500 = £8.00
Orders over £2500 = Free
LONDON SAME DAY DELIVERY
London based orders between Zones 1 - 3 = £10.00
Orders over £2500 = Free
Orders under £2500 = £20.00
Orders over £2500 = Free
INTERNATIONAL ORDERS (REST OF THE WORLD)
Orders under £1000 = £25.00
Orders under £2500 = £30.00
Orders over £2500 = Free
Yes if your shipping address is outside the European Community you will receive a 20% VAT refund at the time of purchase. Please note, that duties for your country will be applied and invoiced separately through DHL. Prices shown within our website are in UK Pounds Sterling and are inclusive of VAT.
If your shipping address is outside the EC, as the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. DHL, our partner carrier will assist you or you can contact your local customs office for more information. If you return the items you ordered, you will be able to claim back any import duties or customs**. We are happy to assist you if you have further questions please email email@example.com. **Note: This may not be guaranteed depending on your local customs as sometimes you may not be eligible to claim your customs duties even if you have returned your parcel back to Browns. It is best to check with your local customs office if the receiver is eligible and if any required paperwork is needed in order to process customs duties claim.
Please note that prices shown are in GBP, including VAT. Additional shipping rates will be added to your final purchase price at checkout. If you are purchasing outside the EU, prices will be linked to the current exchange rate and displayed in an approximate value. The final price for overseas customers will be calculated in accordance with the applicable exchange rate on the day your credit card company or bank processes the transaction.
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.
We do require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.
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.
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.
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 firstname.lastname@example.org. 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.
Unsuitable items may be refunded or exchanged within 14 days of our dispatch date (7 days for sale items). 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.
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.
Refunds are process 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 email@example.com.
No, items cannot be returned directly to the store. They must be posted back to:
Browns Website Returns
20 Haunch of Vension Yard
London, W1K 5EZ, UK
In the unlikely event that you have received the incorrect item or a faulty item, you should immediately contact customer service via email at firstname.lastname@example.org, we will respond within 48hrs, Monday to Friday 10am – 6pm (excluding Public Holidays).
Online security is important to 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.
This page should provide the answers to our frequently asked questions. Please check if your questions are answered here.
All e-mail messages are treated as priority. We will reply to your enquiry within one business day. You are also welcome to contact us by telephone on 44 (0) 20 7514 0039. We are open 10.00am to 6.00pm (GMT). There is also an answer phone at all other times. For the quickest response we recommend you contacting us by email on email@example.com.
Please visit the store pages for opening hours Please click Here.
If you know exactly what you are looking for, you will be given the option to search the shop by product category or designer. Throughout the site there is also a 'Search Our Site' function, which can be used to look for certain products using key words.
To change currency, simply click on the 'currency' link on the top of the website and select your country from the list of shipping destinations. However please bear in mind that you will still be charged in UK Pounds Sterling.
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.
‘H’ means half, so a 38H is a 38.5.
Please use the link at the bottom of any newsletter from Browns.
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.
Please log in to your account to change your personal details. I am afraid that we cannot change the registered email address.
Go to ‘Your Account’ then click the ‘Forgotten Password’ link, you will then be emailed the details.
Please add your email address to the newsletter signup form at the bottom of this page which will take you to a registration page where you can choose your preferences.
Please could you try to place the order again – sometimes when the site is experiencing high demand orders 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 to ensure it is not a compatibility problem.
If you are still having problems, try deleting the cookies on your computer then logging back into your account. You will need to go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK. If further problems persist please do not hesitate to contact us at firstname.lastname@example.org.
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.
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.
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.
Please call or email a customer services advisor email@example.com and we can advise you further.
To help us investigate into your problem please include as many of the following information as possible with regards to your system:
Your Operating System (e.g. Windows XP, Mac OS 9.0)
Internet Browser & version (Internet Explorer 6, Firefox)
What time the problem occurred
Please copy and paste into the email any error message that appeared on the screen