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Questions & Answers

FAQ

Shopping

I'm a new customer. How do I place my first order?

Placing your first order is easy and can be done in a matter of minutes. Once you've chosen your desired product and quantity, simply click 'add to cart' and follow each step in the checkout process to place your order.

I'm a returning customer. How do I order?

Returning customers can sign in using their login details where your information is stored, for a much quicker order process. Alternatively you can fill in the required information allowing you to sign in as a guest and follow the steps in the answer above for placing an order.

Do I need to set up an account to order?

No. You will have the option to login as a guest if you don't wish to create an account.

I've forgotten my password, what should I do?

We don't use passwords. Instead you are assigned your own customer number. If this number is lost or forgotten, simply enter your registered email address and press submit for an email containing your customer number.

Can I order over the phone?

Yes you can. Simply call our customer service team and they will guide you through your order placement. We are open Monday to Friday, from 9:00 am to 5:00 pm UK time.

Where do you ship to?

Currently we only ship within the United Kingdom.

Do you sell to businesses?

Yes we do. For more information, please contact our customer service team who will put you in contact with our contract furniture department.

Where are your products manufactured?

We have manufactures from all over the world however predominantly from Europe.

How do I know if I will be able to get my purchase into my home?

We suggest that before making a purchase, you check the dimensions of the product against the main entrance to your home, along with other objects which may affect getting your item to your desired room.

Where's my confirmation email?

If you have not received a confirmation email after placing an order, please contact our customer service team. They will be able to confirm if your order has been accepted along with any other queries.

Website Features

How do I review an item?

Beneath each product image there is an area inviting you to submit a review of the product. Simply click on the link and follow the prompts to submit your honest opinion on the item. We value your feedback, therefore you will be invited to write a review once you have received any product purchased with us.

Payment

What type of cards do you accept?

We accept all major credit cards including Maestro, Visa and Mastercard however we currently do not accept American Express.

Can I pay by cheque or purchase order?

Unfortunately we don't accept cheques or purchase orders however we will accept direct transfer to our account. Please phone customer services if you would like to pay this way.

Why has my payment failed?

Our system does not directly handle payments. This is done via a secure merchant bank gateway. If for some reason your payment has failed, please contact our customer service department for assistance.

Can I get a VAT Invoice?

If you require a VAT invoice please call us or send us an email detailing your order number.

When will you debit my account?

As soon as you have completed your order and then gone through the checkout process your payment will be processed at that time and debited.

How long will it take to receive a refund for returned products?

You should receive your refund within 10 working days, depending on your payment method.

Order Tracking

How do I track my order?

At the bottom of our home page, please click on the 'track my order' link and input your registered email address and customer number in order to reach your customer area. Here you can see the status of your order and other details. If you would like further details on your order, simply call our customer service team or submit your query via the contact form for a prompt response.

How do I know when my delivery will arrive?

Within your customer area on our website you will be able to see the status of your delivery, along with a notification email when the status changes. Nearing the final stages, if you have ordered a large item our delivery partner will call to arrange a suitable time to deliver your order. Smaller orders will be sent via courier or Royal Mail.

Why is my order still pending/processing?

This means that your order is still in the production stage. The majority of our products are produced to order, meaning a longer wait for delivery.

My order is arriving too soon and I'm not ready to receive it. What should I do?

We generally ask that you try to be as flexible as possible with the delivery of your order. However we understand some occasions can't be helped. If you're really stuck do call our customer service team to see if we can reschedule to a more convenient date.

Delivery

What do you charge for delivery?

All of the prices on our website include our delivery fee, meaning you don't have any extra costs at the checkout.

How do you deliver?

How we deliver depends on the size and value of your item. For very small items we use Royal Mail while large items will come with a 2 man delivery team, who will deliver your item to your room of choice, removing any packaging if you would like, at no extra cost. Mid-size items will be delivered via a courier firm.

How long will it take for my order to arrive?

Every product has an estimated lead time which is located where it says delivery next to the information tab. Some of our items have longer lead times then you would expect that's because many of our products come direct from the manufacturer therefore cutting out the middle man and passing these saving to you. However we believe they are worth the wait for that quality and saving which we pass on to you the customer.

I've bought several items, will they arrive at the same time?

Because most items will have different lead times, your orders will most likely arrive separately.

How do I change my delivery address?

Either fill in our contact form or call our customer service team, stating your customer number in order to change your details.

Does my delivery address have to be the same as my billing address?

Not at all. You will be able to enter a separate delivery address when you place your order.

How can I contact your delivery company?

Due to the different delivery companies that we use, we do not allow our customers to contact them directly. If you have any issues with your order, please speak with our customer service team and we will do our best to solve the problem.

My order is later than expected - what should I do?

The status of your order is regularly updated via your customer area. If for any reason there is a delay in getting your order to you, we will notify you via email. However if you require more details please contact us and we will be able to help.

What if I'm not at home when the delivery is made?

Our delivery partners will try to get in touch with you before making their delivery. If you're not there when they do, you can re-schedule your delivery by getting in touch with us.

My order tracking states my item has been delivered but I don't have it?

In these cases, please check to make sure a neighbour hasn't accepted the delivery for you. Our delivery partner should have left a card stating where your item is, however if you have any problems, please give us a call.

Can you leave my delivery with a neighbour?

For larger items we ask you to ensure that there is someone at your delivery address to receive your order into your room of choice. For smaller items however, leaving the item with a neighbour shouldn't be a problem.

What if my order is incomplete?

If you are missing any items from your order, then do call us and we will look in to any problems.

I've received the wrong product, what should I do?

If you find yourself in this position, we're really sorry. Please contact our customer service team and we will sort this out for you as soon as possible.

Returns & Refunds

How do I return my order?

If you are not 100% satisfied with your purchase you can return it to us within 14 days of delivery for a full refund. Simply contact us with a brief explanation, and we'll arrange for it to be collected by our delivery partners. We will refund you the cost of the item(s), but you will need to pay for the cost of the item to be collected. We advise you to retain the packaging that came with your item . If a product is damaged and not detected on delivery we will ask you where possible to send us a photograph of the damaged area.

What if my order is damaged?

As above, please call us in the first instance. We will ask for either a photograph or a sketch to help us decide the best course of action. If your purchase arrives damaged we advise you not to sign for the item but to contact us as soon as possible. In most cases we will arrange a replacement item.

How do I cancel my order?

If you wish to cancel your order you may do so by calling us. If your order is more than 14 days from estimated delivery there is no charge. However, if your order is within 14 days of delivery we reserve the right to retain delivery cost from the refund due.

How will I be refunded?

Refunds will be issued in all circumstances back to the method of payment used in the first instance. We will not issue cash refunds nor issue refunds to a different card. In the event of a card expiring we will require written confirmation from your bank before issuing a refund.

Can I exchange my existing order?

You may exchange your order within 14 days of delivery provided any additional balances are paid in full. Delivery will be charged accordingly for the pickup of the existing item and delivery of the new item.

Data & Security

What are cookies and why must I enable them in my browser?

We use session cookies for functions on our site such as the basket. Without these the web site cannot identify you and your basket choices. These session cookies expire automatically when you close your browser. Personal information is not stored in these cookies and the system will not pass information to any other web site.

How do you save my data?

We store details about you that help us process and deal with your orders. Such information is retained securely and access strictly monitored. Only information deemed required is retained by us in accordance with our data handling policy. We do not store payment card information. This is handled by a third party card clearing bank.

How do you ensure the security of my details?

Data held by us is stored using industry standard methods. Data cannot be accessed directly through our domain name. Such information we store is not of a personal nature and no information is shared between any third parties.

Once your order is complete you may request we remove your details. However, in doing so you cut ties to us and therefore we cannot accept refunds or returns.