Help Centre + FAQs

Very possibly, if you are quick. Because every brand ships direct from its own studio, cancellation depends on whether the brand has started making or packing your order. Email mail@brixbailey.com with your order number as soon as you can and we will ask the brand straight away. If it has already been dispatched, you can still return it once it arrives, under our returns policy.

If the order has not yet been dispatched, quite likely. Email mail@brixbailey.com immediately with your order number and the change you need, and we will do what we can with the brand. Once a parcel has left, redirecting is not always possible, so it is always worth checking your address before you press the button.

It should arrive by email within a few minutes of ordering. If it has not, check your spam or junk folder first, confirmation emails have a habit of hiding there. Still nothing? Email mail@brixbailey.com and we will confirm your order and resend it.

Enter it in the discount code box at checkout, before you pay, and the total updates on the spot. One code per order, and a few brands or sale items may be excluded. If a code will not apply and you think it should, email us before you complete the order and we will sort it.

A tracking number arrives by email as each brand dispatches, and it can take a day to go live. You can also follow progress in your account. Because brands ship direct, an order from several brands arrives as separate parcels, each with its own tracking. Full detail is on our Shipping and Delivery page.

Orders placed before 2pm UK time on a business day go to the brand the same day. As a rough guide from dispatch: 2 to 4 working days within the UK, 5 to 10 within Europe, and 7 to 14 elsewhere. Made-to-order pieces take longer, and the product page always states the lead time. More on our Shipping and Delivery page.

Frustrating, and we will help. First check any safe place or with a neighbour, and give it a few hours, couriers occasionally scan a parcel as delivered slightly early. If it still has not appeared by the next day, email mail@brixbailey.com with your order number and we will pursue both the brand and the courier on your behalf.

Because your order includes more than one brand, and each ships direct from its own studio. Shipping is worked out per brand, so three brands means three parcels and three delivery costs. Better than a warehouse in the middle, we think, though it does mean separate parcels. Your order confirmation lists what is coming from where.

Worldwide. If your country is not showing at checkout, email mail@brixbailey.com and we will see what can be arranged. International orders may attract customs duties or import taxes set by your own country, which are payable by you, and your courier will usually collect anything owed before delivery.

Email mail@brixbailey.com within 30 days of your order arriving, with your order number and the item you would like to return. We will confirm the correct return address, since goods go back to the brand that shipped them, so please do not post anything back before we have confirmed where. Full steps on our Returns and Refunds page.

You have 30 days from the day your order arrives to tell us you would like to return something, then 14 days to post it, provided it comes back unused, in its original packaging with tags attached. A few categories have their own rules for hygiene reasons, and personalised or made-to-order pieces cannot be returned. It is all set out on our Returns and Refunds page.

Within 14 days of the goods reaching the brand, or of you sending us proof of postage, whichever comes first. It goes back to the payment method you used. If you paid in instalments, the refund flows through your plan. If it has not appeared after 14 days, email us and we will chase it.

Different situation entirely, and we cover the cost. Email mail@brixbailey.com as soon as you can with your order number, a photograph and a short description, and we will arrange a return and either refund you or organise a replacement, at no cost to you. Your rights under the Consumer Rights Act 2015 run well beyond our return window, so tell us even if a fault appears later.

Because every brand ships from its own studio, we cannot do straightforward exchanges. If you would like something different, return what you have for a refund and place a new order. Rather more sensible than it sounds, and quicker too.

Email mail@brixbailey.com, Monday to Friday, 9am to 6pm UK time, and a real person will reply as soon as humanly possible. You can also use the form on our Contact page, or the live chat when we are online.

We would love to hear from you. Every brand is reviewed personally, we look for quality, originality and values that align with ours. Start with why sell with us, then apply to join.