Delivery & Returns

Collect from a Brora Store

• FREE delivery to your chosen Brora store
• Arrives within 3–5 working days
• You’ll receive an email when your order is ready to collect
• Orders are held in store for 7 days from arrival
• During peak periods, delivery may take slightly longer

DPD Standard Home Delivery

• FREE on orders over £250
• £5.95 on all other orders
• Delivered within 3–5 working days
• Requires a signature*
• During busier periods, delivery may take slightly longer

DPD Express Home Delivery

• £9.95
• Next working day delivery for orders placed before 1 pm, Monday - Friday
• Orders placed after 1 pm are delivered within 2 working days
• Requires a signature*
• During busy periods, there may be slight delays

Home Delivery Guidance

DPD will provide a 1-hour delivery window on the day of your delivery. Please supply a valid mobile number and/or email address to receive tracking updates. If you won’t be available, DPD offers flexible ‘in-flight’ options — you can change the delivery date, address, or choose a local Pickup Shop.

Packages can be left in a nominated safe place at your own risk.

Deliveries to remote UK areas (Scottish Highlands, Offshore Islands, Isle of Man) may take an additional 2–3 working days.

Deliveries to the Channel Islands may be made via Royal Mail.

We’ve partnered with Global-e, a trusted third-party provider, to offer delivery to over 100 destinations worldwide.

When ordering internationally:

• Global-e acts as our seller of record and processes your payment securely.
• Orders are subject to Global-e’s Terms & Conditions and Privacy Policy, both shown at checkout.
• For queries, contact service@global-e.com or write to:
  45 Leather Lane, London EC1N 7TJ, United Kingdom.

You’ll receive tracking updates once your order ships, and you can track your international order by clicking here.

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Estimated delivery times:

• Europe: 2–6 business days
• USA & Canada: 3–7 business days
• Australia & New Zealand: 3–8 business days
• Rest of World: 5–10 business days

How much does it cost?

Deliver to Store is FREE to your chosen Brora store.

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How will I know when my order is ready to collect?

We’ll email you once your order arrives in store and is ready to collect — usually within 3–5 working days. Please check your spam/junk folder and add us to your safe senders list to ensure you don’t miss the notification.

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What do I need to bring to collect my order?

Please bring proof of ID, ideally a current photographic driver’s licence or passport. We cannot release your order without valid identification.

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Can someone collect on my behalf?

Yes, someone can collect on your behalf. They’ll need to bring:

• A copy of your collection notification
• Their own photo ID

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How long will you hold my order?

We’ll hold your order for 7 days.
If not collected within this time, your order will be refunded (please allow up to 28 days for processing).

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Which shop will my order go to?

When placing your order, you’ll be able to select the Brora store most convenient for you.

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I no longer require my order

Please contact Customer Service on 03456 599 944 (UK) or 1-866-898-8454 (USA) or email info@brora.co.uk, and we’ll arrange a refund.

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Returning Deliver to Store orders

You can return your Deliver to Store order to:

• Any Brora store, or
• By post using the FREE returns label on the reverse of your invoice.

If, for any reason, you are not happy with your purchase, you can return it for a refund or exchange, provided it is unused, in a re-saleable condition, and has original tags attached.

Timeframes:

• UK customers: within 14 days of receipt
• Europe within 21 days of receipt
• Rest of World: within 28 days of receipt

Returns received outside of these timeframes may be considered for an e-gift card only and will not be eligible for a refund.

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Returns methods:

• UK customers: Returns are free using the Royal Mail returns label enclosed with your order. Please retain your proof of postage until you receive confirmation from us.
• Customers outside the UK: You are responsible for return postage costs.
• You may also return online orders to any UK Brora store with your invoice or returns form. Please note, we are unable to accept online returns in our Madison Avenue store.

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Refunds:

• If you cancel your order within 14 days after receiving your goods, and you cancel the entire order, we will refund the standard delivery charge in accordance with the Consumer Contracts Regulations 2013.
• If you selected Express Delivery, only the standard delivery cost will be refunded.
• Gift box and delivery charges are not refundable for partial cancellations or returns made outside the 14-day cancellation window.

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Condition notes:

• Items must be unused and in their original condition with all tags attached.
• Underwear must be tried on over clothing with the hygiene strip intact.
• Please note, in the interest of hygiene, we are unable to accept a return of any pierced jewellery unless faulty.
• We reserve the right to refuse items that appear worn or damaged.

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Returns address:
CUSTOMER RETURNS
BRORA
PO BOX 434
STEVENAGE
SG1 9FN
UNITED KINGDOM

Once we receive your parcel, you will receive an email confirmation.

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For any queries, please contact:

info@brora.co.uk

UK: 03456 599 944

USA: 1-866-898-8454

If your order arrives faulty, damaged, or incorrect, we’re sorry for the inconvenience. We will refund:

• The cost of the goods
• Your original delivery charge
• The return postage cost you incur to send the item back

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How to return faulty items:

1. Return within 14 days (UK), 21 days (Europe), or 28 days (Rest of World).
2. Items must be returned in unused condition, with original tags attached.
3. Please complete the Returns Form included with your order to help us process your refund quickly.
4. Refunds are processed within 30 days of receiving your return.
5. Obtain proof of postage when returning your parcel — we cannot be held responsible for items lost in transit.

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Returns address:
CUSTOMER RETURNS
BRORA
PO BOX 434
STEVENAGE
SG1 9FN
UNITED KINGDOM

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For any queries, please contact:

info@brora.co.uk

UK: 03456 599 944

USA: 1-866-898-8454

• If you are returning a gift, we must refund the original purchaser.
• You are welcome to exchange your gift in-store or by post, but the purchaser will be notified.
• Items returned outside the stated timeframe may be issued as an e-gift card.
• Exchanges are processed as quickly as possible once your returned item is received.

If you purchased through Global-e (our international partner), please return your order via the Global-e returns portal — you’ll find the link in your order confirmation email or here.

International return timeframes:

• Europe within 21 days of receipt
• Rest of World: within 28 days of receipt

Customers outside the UK are responsible for their own return postage costs unless the item is faulty or incorrect, in which case return postage will be refunded once inspected.

You will receive an email notification when your return has been received and processed.