Shipping + Delivery
No Warehouse in the Middle.
Everything you order comes straight from the person who made it. Their studio, their workshop, occasionally their kitchen table, then directly to your door. No repackaging, no unnecessary detour via a distribution centre in Belgium. Rather the point, we think.
How Long It Takes
Orders placed before 2pm UK time on a business day are passed to the brand the same day; orders after that, or over weekends and bank holidays, go through the next business day. Each brand then dispatches as soon as they can, and they work remarkably hard to get your order on its way to you.
Delivery is counted in working days from the day your parcel is dispatched. Where it starts from depends on the brand: some are twenty minutes from our door, some are considerably further, and the product page will tell you what to expect. As a rough guide:
- Within the UK: 2 to 4 working days.
- Within Europe: 5 to 10 working days.
- Everywhere else: 7 to 14 working days.
Those are for a parcel travelling within its own region. Something coming to you from a workshop on another continent will take longer, and the product page will say so.
Before dispatch there is the making. How long that takes depends on the brand and, sometimes, on whether yours is being made from scratch.
What It Costs
Every brand sets its own shipping, based on where they are, where you are, and what they are sending. You will see the exact figure at checkout, before you pay. What you see is what you pay, with no mysterious additions at the last moment.
We do not do free shipping. Postage costs money, and a marketplace that pretends otherwise is either squeezing the brand or quietly burying it in the price. We would rather show you the number and let you judge it.
Several Brands, Several Parcels
Order from three brands and three parcels will arrive, each packed by the people who made what is inside. Better than a warehouse, in our view, though it does mean they turn up separately and rarely on the same day.
Shipping is worked out per brand, so three brands means three shipping costs. Your order confirmation lists what is coming from where, and each parcel gets its own tracking.
Where We Ship
Worldwide. If your country is not showing at checkout, do email mail@brixbailey.com and we will see what can be arranged.
Made to Order
Some pieces are made specifically for you, which takes rather longer than pulling something off a shelf. The product page will say so plainly, and that stated lead time is the one that applies. Ordering one is an act of faith that is almost always rewarded.
A Few Things We Cannot Send
Some items are excluded from international delivery, usually for reasons of size, weight or customs. Furniture, mirrors, large ceramics and substantial lighting are the usual suspects.
Electrical items may arrive with the plug of the country they came from, so an adapter or converter may be in your future.
If something cannot come to you, the product page or checkout will say so before you get your hopes up.
Duties and Taxes
The part nobody enjoys. International orders may attract customs duties or import taxes, set by the customs authority in your own country rather than by us. They are not included in the price at checkout, and they are payable by you. Your courier will normally be in touch to collect anything owed before they deliver.
One thing worth knowing before you refuse a parcel over an unexpected charge: if it travels back to the brand, the original shipping cost comes off your refund. If a charge looks wrong to you, email us first and we will help you work out whether it is.
Tracking
A tracking number arrives by email as each brand dispatches. It can take a day to go live, couriers being couriers. You can also watch its progress in your account.
Who Actually Delivers It
Depends entirely on the brand. Smaller things go by Royal Mail or DPD. Larger or breakable things go by a specialist they trust, usually one they have used for years and have opinions about. International tends to be DHL or DPD.
If You Are Out
Most couriers try once or twice, then leave your parcel at a local collection point for a week or so before sending it back. For larger items on a specialist courier, rebooking can take longer than anyone would like.
Getting It Through the Door
Couriers deliver to your door and no further. They will not carry a dining table upstairs, however charmingly you ask. For anything substantial, line up a willing pair of hands, and do measure your doorways first. Many have not.
Packaging and Assembly
The packaging stays with you. It is recyclable wherever the brand has managed it, and worth hanging onto in case anything needs to go back.
Most things arrive ready to use. Flatpack furniture and anything requiring hardwiring will need assembly, and the product page will warn you. Couriers do not assemble. Nobody has ever persuaded one.
It Has Not Turned Up
Give it the full estimated window first. We can only chase once the last working day has passed, as couriers do occasionally run a day or two behind.
After that, email mail@brixbailey.com with your order number and we will pursue both the brand and the courier on your behalf.
Wrong Address
Email mail@brixbailey.com immediately and we will do what we can. Once it has gone, redirecting is not always possible. Worth checking before you press the button.
Still Need a Hand?
We are real people and we do write back. mail@brixbailey.com, Monday to Friday, 9am to 6pm.
More questions? Our Help Center may have got there first. For sending things back, see Returns and Refunds.