Frequently Asked Questions

Email: support@brownandginger.com

Contact Form: Further down this page

Livechat: Bottom right of the screen (this feature will be off when Brown & Ginger's tiny team is taking a short break)

We do indeed! By signing up to our newsletter (link in the footer of the website) you will receive an email within a few minutes of signing up with a discount code that can be used on any full priced item. 

Simply pop your email address in the newsletter sign up box in the footer of our website and we'll occasionally contact you with home décor inspiration (no daily mail outs here, we promise!).

We respect you: Your information is kept safe and will never be shared with anyone.

Not yet, but we may do one day in the future!

Our warehouse is in Shrewsbury:

Brown and Ginger

16F Malehurst Industrial Estate

Shrewsbury

SY5 0EQ

We are indeed! 

Brown and Ginger (company number 10684403) is a U.K. VAT registered business (GB305593113) and we are more than happy to provide VAT receipts.

Get in touch via the contact form further down the page or reply to your confirmation email requesting a VAT receipt if it is required..

Sometimes! 

We're a very small company so it's not always possible but can be achieved in a lot of circumstances. The best thing to do is drop us a message on livechat or via email, there's a contact form at the bottom of this page.

You can place your order online at any time via this website or you can also find us on Etsy, Amazon and eBay if that is your preferred method of shopping.

Sometimes! 

We're a very small company so it's not always possible but can be achieved in a lot of circumstances. The best thing to do is drop us a message on livechat or via email, there's a contact form at the bottom of this page.

This is an option at checkout for getting your item as fast as possible and costs £6.50.

Speedy Shipping is option is available for all of our items, whether currently in stock, on their way to us or available as a pre-order.

Choosing speedy shipping bumps you to the top of the dispatch queue - if you order an in stock item yours will be the first one we pack the following working day (Speedy Shipping orders are often dispatched same working day if ordered pre 10am Monday - Thursday).

Speedy Shipping has limitations for Northern Ireland, the remote parts of northern Scotland, the Scottish Islands and Channel Islands - if the item is small and under 2kg we will use Royal Mail 24. If it is larger it will be shipped via Parcelforce 48 but prioritised to the top of the dispatch queue so that it gets to you as quickly as possible.

If an item needs to be shipped on a pallet (this will show within the item's description), we can speed this service up but it comes at a higher surcharge - please get in touch prior to ordering with the item(s) you're interested in and your postcode and we'll happily advise the cost of this.

When do the couriers pick up from Brown and Ginger?

Parcelforce and DPD who take our larger and/or over 2kg parcels both visit us Monday - Thursday at 1pm

Royal Mail who take our smaller parcels that are under 2kg visit us Monday - Thursday at 5pm

Please bear this in mind as we will not be able to accomodate next working day requests past these times.

If it hasn't yet shipped, you certainly can!

Please either reply to your order confirmation email (this may be in your junk folder) or contact us via the form further down this page to advise which item(s) you'd like to cancel for a refund. 

If your initial order qualified for free shipping and the removal of the items takes your order under the free shipping threshold (£25 for mainland U.K. / £50 for Northern Ireland), you will need to pay the relevant shipping fee prior to your order being dispatched (£3.95 for mainland U.K. / £5 for Northern Ireland).

Sometimes, but generally not. This is because if it's not already available to pre-order we aren't yet sure when it will be back in stock.

If you have any questions about an out of stock item please just get in touch via the contact form further down this page.

We understand that occasionally you can order in error or change your mind. In this instance we will happily accept an order cancellation if it has not yet been shipped.

Goods, once delivered, can be returned for a full product refund providing they are in the same condition they were received in, including all the original packaging and meet the following criteria:

• Goods will only be accepted if they are brand new and unused

• Packaged items will only be accepted if the item, including its packaging, is returned in the condition it arrived in, we reserve the right to deduct the cost of replacing the product's packaging if it is missing or substantially damaged.

• Unsuitable goods will only be accepted if we are notified you wish to return the product within 30 days of delivery

Please contact us via the form below to arrange to cancel an order.

Once put in writing to us, we will then confirm receipt of the cancellation request by responding back within 48 working hours (usually much sooner!).

Brown and Ginger (company number 10684403) is a U.K. VAT registered business (GB305593113) and we are more than happy to provide VAT receipts.

Get in touch via the contact form further down the page or reply to your confirmation email requesting a VAT receipt if it is required..

If it hasn't yet been shipped then yes you can!

Get in touch via the contact form further down this page or by replying to your confirmation email with the item(s) you'd like to add and we can send you a link to make payment securely via the website with no additional shipping charge to pay.

We do our *best* and build in a buffer but sometimes unforeseen things can happen that push those dates back (remember that giant boat getting stuck in the Suez Canal?).

We also do our best to be on the ball with updates but during our busier times this isn't always possible, though we will always be happy to give you an update if you check in with us!

We do not offer a price match to other businesses.

That being said, we do offer a Price Promise which is something we're proud of and it is as follows:

The Brown and Ginger Price Promise guarantees to happily offer you a store gift voucher if an item you've ordered goes on sale within two weeks from the point of your order. The gift voucher will be for the difference in what you paid and what the new price is. 

For e.g. you order an ornament that is £23 and then a week later it is on sale at a new price of £15, you would receive a gift voucher for the difference - £8. The gift voucher can then be used on any future order and will be valid for three years from the point of issue.

One final point we'd like to make is that by shopping with Brown and Ginger you're supporting a teensy little business that works hard to be competitive with pricing and to be a place you can find unique and interesting pieces to fill your home with joy. 

We are grateful to all our past, present and future customers and thank you for being part of this journey with us 🧡

You can read about our story here.

You certainly can, assuming it's still in date (they have three years validity).

Simply pop in the code to the 'gift card' section at the checkout, they can be used in conjunction with any valid discount code you may have been sent.

Yes, they will expire three years from the point of issue.

Yes, we are registered for VAT within the UK and our VAT registration number is GB305593113.

Many of the items we stock are available to us in small quantities because they're small batch or unique. We do our best to keep them in stock but sometimes you lovely people catch us off guard and they fly off the shelves! 

You have the option to receive a notification once an item is back in stock by popping in your email address on the item's page. You won't receive any communication from us other than when it's back in stock.

U.K. SHIPPING

Mainland U.K.

Order value less than £50 £3.95

Order value over £50 Free*

*Shipping to parts of Scotland that are classed as remote (inc. Scottish Islands) may incur a surcharge for items which have the message 'delivery to mainland U.K. only' or similar within their description. Please contact us prior to purchase for an accurate quote please get in touch.

Northern Ireland 

Order value less than £100 - £7.50

Order value more than £100 - FREE**

**We reserve the right to adjust postage costs where applicable for oversized items.

Channel Islands & Isle of Man

Order value up to 30kg - £7.50**

Order value over 30kg - P.O.A

**We reserve the right to adjust postage costs where applicable for oversized items.

REPUBLIC OF IRELAND SHIPPING

Orders up to 30kg - From £15***

Orders over 30kg - P.O.A (starting from £125)

***Orders up to 30kg can be shipped to ROI for £15 via DPD, this is excluding Irish VAT @ 23%, relevant customs duties and a handling fee of approximately £5 payable to DPD prior to receiving the goods. The U.K. VAT on our items will be removed from your order at the checkout.

This excludes the purchase of multiple larger items such as table lamps whereby the cost will be £15 per item if the items cannot be boxed together.

For orders over 30kg, we can ship your order safely to you on a pallet, please get in touch to let us know the items you're interested in and your delivery address for a quote. Pallet shipping prices start from £125. 

INTERNATIONAL SHIPPING

North America - Due to restrictions on our business insurance, we are unable to ship to the USA or Canada.

Other Destinations -  Get in touch quoting your delivery address, the item(s) you're interested in, quantities required and we'll advise of the shipping cost excluding customs duties etc.

Please note, if an item states in its description that it cannot be shipped outside mainland U.K., sadly we'll be unable to dispatch this item further afield due to its fragile, heavy or larger nature.

No, unfortunately orders will need to be cancelled and placed again, this is for fraud prevention.

Please contact us via the contact form further down this page or by replying to your order confirmation email.

If your order has already shipped we will not be able to cancel it and you will only receive a refund as/when the order returns back to us.

All delivery times are visible just below the title on each item's page, if you place a large order for more than one item they are likely to ship separately as each item becomes available and arrive within the timeframes specified on each item's page. 

For smaller orders we will ship everything together when all items are ready. If you'd rather they ship as they're available you'll just need to cover the additional cost of shipping (£3.95 per delivery) which is payable prior to the items being dispatched.

The delivery date will also be confirmed in your order confirmation email, please refer to this if you have any queries (check your JUNK folder if it is not in your inbox) or get in touch if you have any questions.

If your delivery date is not on your order confirmation email, please get in touch and we'll be more than happy to advise.

You can contact us via the contact form further down this page.

This depends on the size and weight of your order as well as your location. We use the following couriers:

Royal Mail for smaller items - this is the 48 (2 - 4 working day service) & 48 Tracked (2 - 3 working days) - 24 for Speedy Shipping small parcel orders going to Northern Ireland, the remote parts of Scotland, the Channel Islands and the Isle of Man.

Parcelforce for larger items or orders with multiple items - this is the 24 service (1 - 2 working days) for mainland U.K. We use their 48 (2 - 4 days) service for Northern Ireland, the remote parts of Scotland, the Channel Islands and the Isle of Man.

DPD for mainland U.K. orders which contain multiple parcels or who choose Speedy Shipping, this is the Next Day service (99% of orders are delivered next working day)

Palletways for deliveries of extra bulky or heavy items to be shipped on a pallet to mainland U.K. addresses, this is a 48 service (2 - 3 working days), this can be upgraded to next day/weekend or a pre 12 or pre 10 delivery for a surcharge, contact us to find out more Non mainland U.K. addresses including the remote parts of Scotland will be a 2 - 4 day service.

Firstly, we're really sorry your order is running late.

Please contact us either by replying to your order confirmation email or by clicking the contact button further down this page and we'll be very happy to investigate for you.

Our couriers will generally attempt delivery on three consecutive days (including Saturdays in some cases), they do not always leave a calling card so please do get in touch if you need any help - it is best to advise us prior to delivery either the best delivery date or a safe location / neighbour where your parcel can be left if you're not going to be in, if they cannot deliver within three consecutive days your order will be returned to us here and you will be responsible for the outward shipping costs if you want the order to be re-shipped.

If your order is being delivered by Royal mail they will pop a card through your door to advise you on the next steps or to reschedule the delivery, some posties don't always do this so please refer to your delivery confirmation email to view the tracking.

We can ship our smaller items and accessories internationally. Sadly we're not able to send large and/or fragile items overseas.

We cannot currently ship to North America due to restrictions with our business insurance (sorry!).

No, I'm afraid not.

It will be your responsibility to dispose of the packaging and recycle wherever possible if you can.

If an item is showing as being delivered on a pallet on the item's page, it will be up to you to dispose of the pallet. 

30 days, this begins from the date your order is delivered to you.

You must notify us via email within 30 days that you'd like to return an order.

We understand that occasionally you can order in error or change your mind. In this instance we will happily accept an order cancellation if it has not yet been shipped.

Goods, once delivered, can be returned for a full product refund providing they are in the same condition they were received in, including all the original packaging and meet the following criteria:

• Goods will only be accepted if they are brand new and unused

• Packaged items will only be accepted if the item, including its packaging, is returned in the condition it arrived in, we reserve the right to deduct the cost of replacing the product's packaging if it is missing or substantially damaged.

• Unsuitable goods will only be accepted if we are notified you wish to return the product within 30 days of delivery

Please contact us via the form below to arrange to cancel an order.

Once put in writing to us, we will then confirm receipt of the cancellation request by responding back within 48 working hours (usually much sooner!).

We're so sorry to hear this, whilst we take every care to ensure your item arrives with you in perfect condition, occasionally items do get damaged during transit or have manufacturing defects (though this is very rare).

Please inform us by email ideally within 14 days of receipt (but no later than 30 days) if your item has been damaged during transit or has a fault, please either respond to your order confirmation email or click the contact button lower down this page to let us know how you'd like to proceed (i.e. would you like to have the item collected and get a refund or have it collected for a replacement). Please ensure you include your order number or the name and address the item was shipped to if you don't have the order number to hand.

For any faulty / damaged items, we will ask for photographs of the product and packaging to be sent prior to return - if you are able to include those in your initial email that would be very helpful in getting the problem resolved more quickly.

Please do not destroy or throw away any product or packaging, even if it’s faulty, before we have confirmed how we wish to proceed – we may be able to repair the item and re-sell as a second so as not to waste it.

If we require the item to be returned, please await confirmation from us about how to do this.

Absolutely. Whilst we don't offer free returns, we'd be more than happy to give you a full product refund for any unsuitable items.

Please return your unwanted item(s), packaged as they arrived with you to ensure they return safely.

We cannot offer refunds for items that get broken on their way back to us. You are responsible for their safety from you back to us. If you want any advice on re-packaging the item(s) please get in touch first and we'll be happy to help.

please write your order number on the outside of the packaging and send back to the following address within 30 days of receiving the item(s):

Brown and Ginger Returns

16F Malehurst Industrial Estate

Shrewsbury

SY5 0EQ

We process refunds on the next working Thursday after receiving your order safely back.

I.e. if we get it back on a Monday it will be processed that week on the Thursday.

You will receive an email confirmation your refund has been processed and the money will then go back into your account as follows depending on how you paid:

Debit/Credit Card: They usually take 3 working days from the point the refund is actioned but can sometimes take up to 5 working days depending on your bank, this is outside of our control.

PayPal: This can be as soon as instantly but sometimes up to 7 days from the point the refund is actioned, this depends on your bank and is outside of our control

Amazon Pay: Generally 3 working days

Yes. Any order placed on the website, whole or in part can be returned for a full product refund in its original condition and packaging within 30 days.

We're certain you already know the answer to this one! We are unable to accept used items as returns, we're sure you understand.

We have to draw a line somewhere and 30 days is more than twice the legally required limit (14 days) so unfortunately we cannot accept returns outside of this window.

We're very sorry to hear the item is faulty.

We offer guarantees on all of our products with a minimum of 6 months (this excludes things such as candles and home fragrance diffusers for obvious reasons), the guarantee length is visible on the item's page within the 'product information' section.

Please get in touch with us in the first instance either by replying to your order confirmation email or clicking the 'contact' button a little lower down this page with your name and shipping address and a summary of the issue and we'll then assist.