If you’ve got a question about one of our products, an order, payment, delivery or return, you should be able to find the answer below.
How do I place an order?
Firstly, find the product you would like to purchase using the Search box or browsing through our categories. Then on the product page, select your size (if you can't select your size then unfortunately we don't have any stock available) and click "Add to Cart", your browser will refresh and the shopping trolley at the top right will show your items. Either click "Checkout" or continue browsing to add more items to your shopping basket. If you decide to continue, add any other items you wish to purchase and when you're finished click on the “Checkout” displayed on the top right. Now proceed to checkout by entering your personal details and payment information. Once complete you will be issued with an order number and an order confirmation will be emailed to you. Please note: If you added your items to your basket on an earlier visit to our website and the sizes you require are no longer available, the "'proceed to payment" button will not be visible and you will not be able to proceed through checkout. Please empty your basket and start your purchase again.
Can I change my order?
You can, but please be quick! Most orders placed before 2pm are likely to be picked and packed the same working day and once your order has reached a certain point within the dispatch process, we are unable to make any changes to it. Even if you ask us in time, we may not have the size or colour you want in stock. We can only make changes that do not increase the value of your order.
Can I add an item to my order?
Unfortunately not, as once your payment has been processed we are unable to change this. If you require an additional item, you would need to place a new order. If you place a second order the same day and contact us to let us know both order numbers, we will do our best to ensure they are dispatched together so that we can refund you any additional postage costs incurred.
Can I cancel my order?
You can, but again, please be quick! All orders placed before 3pm are likely to be picked and packed the same working day and once your order has reached a certain point within the dispatch process, we are unable to stop it from being dispatched. Please email or phone as soon as you can so we can try to help you.
Do I have to order online?
You need to place your order online at Brand-X.co.uk. We are currently unable to accept orders over the phone due to security restrictions.
Can I place an order by telephone?
Sorry, not at the moment. All orders need to be placed online for security. If you are having any difficulty placing an order online by all means give us a call and a member of our team will do their best to help you.
What payment methods do you accept online?
You can pay with any of the following credit and debit cards online: Maestro/UK Maestro MasterCard Visa Visa Debit/Delta Visa Electron
Can I pay with PayPal?
Yes, we accept PayPal on Brand-X.co.uk; however please note that if the delivery address on your order is not a confirmed address on your PayPal account then we will email your PayPal registered email address for confirmation. We will need to receive a reply to this email before your order is dispatched. Please reply to any emails as soon as possible as we will not be liable for any delay in delivery as a result of your failure to reply.
You have asked me to confirm my address, why?
When you pay using PayPal, we receive a notification from PayPal to advise us if the delivery address provided is confirmed on your PayPal account. If they advise us that the address provided is unconfirmed, we need to receive confirmation from you in writing to allow us to send your order. Simply reply to the email we send you to confirm that the delivery address is correct, and we'll dispatch your order as soon as we can. If we don't get a reply to the email within 7 days, unfortunately we'll have to cancel your order and process a full refund. When you pay using your credit/debit card, various checks are carried out to protect your card from fraudulent activity. The most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If some of the details match, but not all, we will email the email address provided to ask you to confirm. If none of the details match, then your order will simply be cancelled and refunded and you will receive an email to confirm this.
When will the payment go out of my account?
Payment goes out of your account at the time you place your order. We will not process your order until payment has been received.
Why has my card been charged but my order didn't go through?
Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account. When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.
Why have you charged me twice?
Please contact us if you think this is the case, however in most circumstances we have only charged you once and the second transaction showing on your account is what is known as a "shadow transaction". When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.
What currency do you use?
Currently we only accept payment in UK sterling.
What is 'Verified by Visa' and MasterCard 'SecureCode'?
Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password which only you know and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.
Do your prices include VAT?
Yes. Any items purchased from the Brand-X.co.uk website are inclusive of VAT. The company is a UK VAT registered company and the website is registered and operated from the UK and therefore all transactions are subject to VAT at the prevailing rate. We have no legal obligation to offer VAT free shopping to customers outside of the EU.
How much is delivery?
Standard UK delivery: £2.99 (or FREE on orders over £50.00), delivered within 2-4 working days. Next day UK delivery: £5.99. With our Next Day delivery service, we will deliver your order the following day to UK mainland addresses providing that the order is placed before 3pm Mon-Fri. Next Day Orders placed after 3pm on Friday, or at any time on Saturday or Sunday will be despatched on Monday. Please note that orders will not be delivered on bank holidays, and in this case your parcel will arrive the following working day. Our Next day service is not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man and Isle of Wight. European Delivery: £9.99. Rest of the World Delivery: 12.99
Do you deliver to the Channel Islands?
Yes. You just need to select your country at checkout. At this time we are unable to offer a Next day delivery service for the Channel Islands.
Do you deliver overseas?
Yes, we do offer international delivery, but not to all countries. Please check our delivery information for where we can deliver. Please note that all overseas orders must be delivered to the billing address and additional security checks may be required. We will contact you by email if this is the case and advise that your order may be delayed or even cancelled if we don't get a reply to these emails.
How long will delivery take?
Standard UK delivery: Delivered within 2-4 working days from placing your order.
Next day UK delivery: With our Next Day delivery service, we will deliver your order the following day to UK mainland addresses providing that the order is placed before 3pm Mon-Fri.
Next Day Orders placed after 3pm on Friday, or at any time on Saturday or Sunday will be despatched on Monday. Please note that orders will not be delivered on bank holidays, and in this case your parcel will arrive the following working day. Our Next day service is not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man and Isle of Wight. European delivery: delivered within 4-10 working days from placing your order. Delivery to some countries may incur longer transit times due to shipping restrictions. Rest of World delivery: delivered within 4-10 working days from placing your order. Delivery to some countries may incur longer transit times due to shipping restrictions.
Can I get my order any quicker?
If you need your order quickly, then please use our UK Next day delivery service. Orders placed before 3pm Monday to Thursday will be delivered Next Day.
Can I select the day I want my order delivered?
Sorry, no. If you need your order for a particular day, the only option available to you is our Next day delivery service.
Can I get my order delivered on a Saturday?
Sorry, we can't guarantee delivery on a Saturday unless you place your order before 3pm on Friday on our Next Day delivery service. In this instance we will deliver your order Saturday if the courier allows.
When will my order be dispatched?
When you place your order online, you will receive a confirmation email. When your order has been picked and dispatched, you will then receive another email confirming dispatch and providing you with your tracking number.
Which courier do you use?
We use a variety of well known, reputable couriers, dependent on the service selected.
Can I track my order?
UK deliveries: Yes. We'll send you an email when we have dispatched your order with a tracking number and the name of the courier we have used. International deliveries: Yes. We'll send you an email when we have dispatched your order with a tracking number and the name of the courier we have used
I still haven't received my order, where is it?
If your estimated delivery timescale has passed and you still haven't received your order, please contact our Customer Services team on 01706 628239 and they will do their best to investigate this for you.
I've tracked my order online with the courier and it is showing as delivered but I haven't received it, what should I do?
Please contact us immediately by email or phone and we will process a denial of receipt claim with the courier. Unfortunately, we are unable to issue a refund or send a replacement order until the courier has completed their investigation.
I missed my delivery. What should I do now?
If you weren't home when delivery was attempted, the courier should post a card through your door to let you know. If the courier is unable to deliver to you after several attempts, or leave the parcel in a safe place, they will return the item to us. If your parcel does come back to us we will contact you to arrange a re-delivery or a refund. If you do require the parcel to be re-sent we will charge for delivery at the standard rate.
Can I change my delivery address?
Yes you can but please be quick! When you place your order it goes through various security checks which include checks on the delivery address provided. If we change the delivery address these checks will need to be made again. If you have entered an incorrect address, please let us know and we will do all we can to amend the delivery address for you.
I live near to your warehouse, is it possible to pick up my order?
Unfortunately, it is not possible to allow you to pick up your order. The location of our warehouse is not accessible to general members of the public. We are sorry for any inconvenience, but you will need to select one of our normal delivery services.
CANCELLATIONS, REFUNDS & EXCHANGES
Can I cancel my order?
You can, but please be quick! Most orders placed before 3pm are likely to be picked and packed the same working day and once your order has reached a certain point within the dispatch process, we are unable to cancel it. Please email or phone us as soon as you can so we can try to help you.
Why has my order been cancelled?
Your order may have been cancelled if it did not satisfy all of our security checks. It's worth noting that all our orders are screened for fraud and the most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If your order fails these security checks, we will email the email address provided to advise that the order has been cancelled and issue a full refund if we have taken payment.
How do I return my order for a refund?
Simply follow the instructions on the returns leaflet enclosed in your parcel and choose one of the returns options. The cost of returning item(s) to us is £3.00. You won’t have to pay up front to return the parcel, but £3.00 will be deducted from the amount we refund to you (unless you are returning a faulty item or returning for an exchange which is free of charge). If you choose to use any other returns method, you will be liable for the full cost.
How do I return my order for an exchange?
Got the wrong size? Picked the wrong colour? Don’t worry, you can exchange it for something else by filling out the exchange section of our returns form and sending everything back by post. If there’s a price difference between what you purchased originally and the exchange product, we’ll either refund the difference or give you a phone call to take the additional payment. Our stock changes quickly and once it’s gone, it’s gone, so please check on-line or with customer services to see if your required exchange item is available.
Do I have to pay to return my order?
We don’t offer free returns, however, we have made it easier for you. Simply fill in the returns form included with your order and follow the instructions on the returns leaflet enclosed. You won’t have to pay upfront when you return your order, but we will deduct the cost of £3.00 from your eventual refund once we have received your order back. If you use another method of returns postage, you will be liable for the cost of this. If the item is damaged or faulty a deduction will not be taken from your eventual refund.
How long can I keep my order before returning it?
We ask you return your items to us in an unused and saleable condition within 14 days of receipt. Our full returns policy can be found online.
How long will it take to process my return?
We aim to process all returns within 7 days of us receiving the goods back in our Warehouse. However, please make sure that fill out your returns form in full before sending it back to us as this will help to avoid any delays with identifying and processing your return. You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately this timescale is outside of our control and dependant on the card issuing bank. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker. On rare occasions, some refunds may take longer than expected to process, however all refunds will be processed within 30 working days.
I've lost my paperwork, can I still return goods?
When returning items we ask that you provide the documents sent to you at the time of purchase. If you have lost this and return the goods to us please supply as much information as possible, such as your name, address and approximate date of purchase. We will verify your order with records on our system and action the necessary refund. If we are unable to find any record of your purchase we will need further proof of purchase, such as a bank or credit card statement.
Why haven't I been refunded the whole amount?
We will only refund the delivery charge if you have cancelled your order or we have sent you a faulty or incorrect item.
Can underwear be returned?
Unfortunately for hygienic reasons, underwear cannot be returned or exchanged. This does not affect your statutory rights.
Can sale/discounted items be returned?
Yes, all items (except underwear) can be returned for a refund within 14 days. You will be refunded the price you paid for the item.
How long will it take for you to refund me?
We aim to refund you within 7 days of your order being received in our warehouse and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.
You've emailed me to say you've processed my refund, but it's not showing in my account, why?
The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.
SALES & PROMOTIONS
Have you got any offers?
Yes! Yes! Yes! Brand-X.co.uk is the home of great products at great prices! We source authentic, genuine, branded products from suppliers and wholesalers at the best prices possible and pass these savings on to our customers. All products on Brand-X.co.uk are on sale for less that their original recommended retail price. You will also find rare, out of stock trainers on our site as we track down those old models that are hard to get, elusive and collectible. Keep a regular eye on Brand-X.co.uk as our stock changes regularly.
Why can't I select the size I want?
If you can't select your size, unfortunately this usually means we have no stock in that size. However, we may be expecting a new delivery or may be able to source the item for you, so please send us an email and we will check for you. Due to the nature of our business we sometimes do not have all sizes available. We apologise for this, but please search the site for your size as we have a great selection of fantastic products all at great prices. Keep a regular eye on Bigbrandoutlet.com as our stock changes regularly.
Is there any more information available on a product?
We give you as much information about a product as we can. If there is something you want to know about a particular product that isn't shown, please send us an email (including the product code and product name) and we'll do our best to help.
Are the sizes shown UK or US sizes?
All products on the website are shown in UK sizes. Should you need any further size information please contact our customer service team and they will aim to find out the measurements you require and answer any other questions that you may have.
Are all your products authentic?
Absolutely!!! 100% authenticity guaranteed or your money back!! We deal directly with the brands and wholesalers and only sell 100% authentic merchandise.
I placed my order and now the item I bought is on sale at a lower price, can you refund the difference?
Unfortunately we are unable to let you know in advance if a product is about to be reduced or reimburse you the difference after you have already placed your order. All of our products are on sale at great prices and we expect to sell them at their marked price, but occasionally it may be necessary to reduce an item to clear the stock.
FAULTY & MISSING ITEMS
What should I do if the item I received is faulty?
If you think the item you received is faulty please get in touch with Customer Service and we'll advise you as to what we can do about it. If we agree that your item is faulty we will issue you a replacement or a refund.
Part of my order is missing, will it get sent separately?
Unfortunately on rare occasions we are unable to send all of your order. This is usually because we have checked the item you have ordered and found it to be faulty or if we have had an issue with stock availability. If for any reason we are unable to send all items on your order, we will email you to let you know and issue a full refund for those items. It is rare that we send items separately and we would normally notify you if this was the case.
You've sent me the wrong items/size, how can I get the right item?
Sorry, but occasionally mistakes can happen. If it's happened to you, all we can do is apologise and promise that we'll do our best to sort this for you as soon as possible. Get in touch with our customer services team and they'll advise you what to do. You should find some handwritten initials on the shipment notice received in your parcel, please let us know what these are as they will help us to identify the member of staff responsible for picking and checking your parcel. Please be assured that if you incur any additional postage costs as a result of our mistake then we will reimburse you. As we don't store credit or debit card details for security purposes, we may need to contact you to get card details from you.
If you can’t find the answer to your question then please do not hesitate to contact us and we’ll do our best to help.