Our delivery costs are generated based on the weight of the items in your basket and the delivery address so that we can give you the lowest possible delivery cost we can. Simply take your order through to the checkout and a delivery cost will be generated for you.
Due to the nature of the products offered for purchase, security is paramount and all orders are shipped through a signed for and insured service.
You can find rough costings below but these may vary depending on the weight of the items being ordered and your address.
Delivery to the UK is from £7.50 and FREE for orders placed with a value over £500 (incl. VAT).
Delivery Europe starts at £20 and is FREE for orders placed with a value over for orders over £750.
Delivery to the USA and the rest of the world is from £25 and FREE for orders placed with a value over £1000.
All orders are processed and dispatched from the UK on working weekdays only (not weekends or holidays). The number of days it takes for you to receive your order will depend on when an order is placed, the manufacturing time of the item(s) ordered, the processes of the manufacturer or designer maker, distance of travel, the type of delivery service and any customs clearance service.
All of the products listed on our website are either hand made or hand finished and many items will not be in stock at the point at which they are ordered and will need making to order. As such, delivery may take longer. Lead times are listed in the shipping details page of each product.
Our post processing delivery times listed below are estimates:
Delivery to Mainland UK usually takes 2 to 3 working days after shipping.
Deliveries outside the UK will typically arrive within 7 to 14 working days of shipping.
We cannot provide an exact delivery date/time, but a tracking number can be provided on request.
For stock items if you have not received a notification of shipping within 7 working days, please contact us.
For made to order items please refer to individual item information
All our deliveries must be signed for on receipt as proof of delivery and as such we cannot accept orders to a PO Box for delivery address.
If no one is at your delivery address to sign for and accept your package at the time of delivery the courier may leave a card in order to rearrange the delivery or an address from which you will need to pick up the package and a time limit. Please make sure you collect the order in time as they will return packages to us if you do not collect it.
If the courier returns the package to us, we reserve the right to ask for a second delivery charge to dispatch your order to you again. We also reserve the right to retain the return charges if packages are returned due to you giving us an incorrect address.
In the event of error in entering delivery or contact information, failure to pay relevant local taxes or failure to accept the delivery an administrative charge together with any delivery charges may be withheld from any eventual refund.
Where delivery is refused for any reason the delivery charge and any return delivery charge may also be withheld for the same reasons.
Due to the made to order nature of the products offered for purchase, if you wish to cancel your order before it has been dispatched please contact us as soon as possible so that we can arrange cancellation and refund.
If you wish to cancel your order after it has been dispatched but before it has been delivered, please contact us, whereupon we will recommend that you accept the delivery while we arrange for it to be returned to us.
If you are considering cancelling you order after packages have been sent back to us by the courier because you were not available to accept the delivery, please read and be aware of the terms and conditions in our returns policy as you may not be entitled to a refund of your postage costs in some cases.
We only process returns and exchanges of products purchased from www.thejqbrum.com. If your product was bought elsewhere please approach that outlet directly.
This returns section is not for products that are faulty when received or develop a fault during their warranty period, instead please see our WARRANTY section below.
We want you to be happy with your purchase. If you're not, you may be able to return the purchase(s) for a refund but only in accordance with the terms stated below:
Under the UK Consumer Rights Directive, online customers who have taken delivery of Products other than those marked 'bespoke' within the UK have consumer rights that may entitle them, should they wish to, to request an exchange, or return and refund, as long as they contact us within 14 calendar days of receiving the purchase.
If delivery is to a country outside of the UK you are not covered by consumer rights regulations and have no rights for refunds or exchanges once we have already dispatched your purchases.
It is not our responsibility to check the suitability and compatibility of products you have ordered. It is your responsibility to read and understand our product titles and descriptions so that you do not order unsuitable and incompatible products. If you do order incompatible products having ignored the product titles, descriptions and this warning, you will be liable to pay for the cost to return the purchase to us. If a suitable replacement product is then to be sent to you, you will need to pay another delivery charge and an additional payment if the price of replacement product is higher than the returned product. We will let you know the additional amount.
If you are sent a product which you did not order in error you must contact us no later than 14 calendar days of receipt of the product to discuss a RETURN AND CORRECTIVE EXCHANGE.
If you are sent a product which is the incorrect size, you may be able to return the product for a resizing, upon which we will delivery the resized product to you at your original delivery address upon completion of the resizing. For products that can be resized, products cannot be returned for a refund for being the incorrect size. You must contact us no later than 14 calendar days of receipt of the product to discuss a RETURN AND RESIZING.
Items paid for using GIFT CERTIFICATES cannot be returned for a refund of the cash equivalent, however they can be exchanged for an alternative colour/size or a credit to their account if required by contacting us with a request within 14 calendar days of receipt of the item(s).
Due to the varying settings of screens used to view our website, the colours of products received may vary slightly from the images displayed on our website, this is not a product fault.
When returning an item it is important that you use all the original packaging or similar. Returns must be packaged carefully to protect them during return transit. If items are damaged in return transit we cannot guarantee a replacement or refund.
After requesting a Return, we shall arrange collection of the item with a trusted courier on a day which suits you. If and when we approve a return, you must be able to return the item(s) within 14 days of us requesting that you do so.
If the item has clearly been used or is damaged from use we cannot provide an exchange or refund.
We cannot process returns or refunds that are not supported by both the purchase in its original condition and the dated proof of purchase (or order ID number if it was a gift).
In the case of a refund (rather than an exchange), we are not obliged to refund the delivery fee that we charged you (if any was charged), if you chose an optional and higher-cost 'Express Delivery' charge this will not be refunded.
Refunds can only be made to the original payment method and details.
In the event of refunds or credits we are not liable for any fluctuations in a currency exchange rate since the initial transaction.
CHRISTMAS GIFT RETURN
When our products are bought as a Christmas Gift and delivered within the UK then the buyer or receiver has until the 8th January (14 days from Christmas Day) to ask for a product return or exchange.
We only process warranty claims for products purchased on www.thejqbrum.com. If your product was bought elsewhere please approach that outlet directly.
In the event that a product purchased from our website is faulty when you first receive it or it develops a defect you may be entitled to a Refund or an Exchange within the conditions of this Warranty Policy. Products that are faulty when received must be reported to us by contacting us directly within 14 days of receipt.
Please do not send the item back to us unless we ask you to do so.
Our Warranty Policy does not cover general wear and tear or misuse of any part; defects or damage caused by the user; undue exposure to heat, water or pressure; incorrect maintenance or damage from inappropriate cleaning methods and actions that result in tarnishing or staining.
Due to the hand made or hand finished nature of our products we submit all returns for Warranty Claims for independent arbitration. This assessment typically takes 7 working days after which a decision will be made regarding the validity of the warranty claim and the course of action to be subsequently followed which may recommend repairs, the cost of which depending on the decision will be covered by the manufacturer or the customer.
To make a Warranty Claim please contact us directly, confirming your name, order date and details and providing photographs of the problem along with your typical use of the product.