Shipping & Returns

Shipping

Orders are dispatched within 5 - 7 working days (Events such as RHS Chelsea and the Christmas period may prove longer). If there is going to be a delay we will contact you to advise.

If a specific date is required, such as a birthday or special date, please let us know and we will try our best to accommodate. Just let us know by contacting us on info@sambrownlondon.com and mention the date on the order form.

All deliveries are sent via Royal Mail.

Please note we do not ship to PO Boxes unless arranged in advance.

Customs and Duties

Please note that recipients in the EU and the rest of the world will be responsible for any import duties, clearance fees or brokerage fees, including any other additional charges. We operate on a DDU (Delivered Duty Unpaid) basis. Sometimes goods may be subject to delays, due to customs or the weather. The customer is responsible for providing any information required by customs to ensure the goods are cleared.
We recommend you contact us or your local customs authority to determine a landed cost price prior to purchase or more information about European Union Import VAT rates can be found here.

EU parcels are subject to a customs clearance fee and additional tax, which varies depending on the country of receipt. You are responsible for the payment of this customs clearance fee and your own country tax. If payment is not received or parcels are refused/rejected on delivery, please note the P&P originally paid will not be reimbursed. The refund will be issued, minus the P&P, via your original payment method.

Returns

We are confident that you will be happy with your internet order, however, if you’re not satisfied, we are happy to replace, exchange or refund any items returned to us within 21 days of the original delivery date subject to the goods being unused and in the original condition. We cannot accept returns which have been used.

Bespoke orders (made to your specification) and personalised items cannot be returned or exchanged or refunded, your statutory rights are not affected.

Any returned orders must be sent back in suitable protective packaging with a copy of the original receipt and a covering letter explaining the reason for return and the desired outcome (exchange, refund or replacement).

Please also include full contact details and reason for return.

Please obtain proof of posting. Unfortunately, we cannot accept liability for returned goods which are lost in transit to us.

Allow up to 28 days for the refund or exchange.

Please note that any shipping charges cannot be refunded.

We will also be happy to answer questions in advance of possible returns.

Return address: 1 Pump Street, Brixham TQ5 8ED

These conditions do not affect your statutory rights.