FAQ's

UK Service Update

Due to heavy snow in some areas of the UK, there are some delays on deliveries, especially in rural parts of Wales, Scotland and Northern Ireland.

We're doing everything we can alongside our couriers to get your order to you as soon as possible, please bear with us!


Placing my order

Do I have to create an account to checkout?

No you don’t have to create an account to checkout, just enter your shipping and payment details. However it is definitely worth signing up and creating one for exclusive offers and to keep an eye on your order status!

Can I use more than one discount code?

Only one discount code is allowed per order. Discount codes can't be used in conjunction with any other promotion, offer or in addition to any other discount you may be entitled to (unless otherwise stated).

Why won’t my discount code work?

If you’re having trouble with your discount code it may be worth checking whether it is an expired offer or that you are entering it correctly. If you have already entered a discount code this may also be the reason as only one discount per order is permitted.

If you continue to experience issues with your discount code please get in touch at customerservice@brandattic.com

Can I place an order by telephone?

Unfortunately as we are unable to take payment over the phone so we are currently unable to accept telephone orders. 

Do you have a size guide?

As we stock a variety of brands each size guide will be different. These will be available on the site very soon, however in the meantime most product descriptions do include a length measurement. We also offer free returns if you are unhappy with the fit after receiving. 

 


Delivery

Do you offer free delivery?

Yes. Our Standard delivery service is free.

I chose standard delivery, how long will my order take?

Standard delivery is approximately 3-5 working days from the day of dispatch (this doesn’t include weekends or bank holidays). This is an estimated time from Hermes and may take longer during busy periods.

I ordered using next day delivery but it hasn’t arrived, where is my order?

Our cut off time for next day is 6pm, any orders placed after this time are processed the following working morning and will be delivered the working day after (this doesn’t include weekends or bank holidays). The cut off time to get orders in time for the weekend is 6pm on Thursdays. If you placed your order before 6pm Monday-Thursday but haven’t received it please contact customerservice@brandattic.com

Where is my order?

If your order has not arrived by the estimated delivery date we’re here to help, but it's worth checking a few things before getting in touch.

Sign into your account or check your dispatch email to check we have the correct delivery information for your order and that all of your contact details are up to date. 

If you were not home to receive the delivery then the courier may have left the parcel with one of your neighbours or in a safe area on your property, such as in a porch or garden shed. In this event the courier will post a note through your door to tell you where the parcel is.

If you are unable to locate your parcel then please contact us and we’ll happily help.

We make every effort to meet estimated delivery times, but during sale or other busy periods deliveries may take a little longer. 

Where do you ship to?

We ship to all over the world! If you are within the UK you can use our next day delivery service or standard delivery. If you are ordering from Ireland or anywhere else within the EU please choose European delivery, and for anywhere else outside of these areas please use international delivery.

 


Returns

How do I return my order?

Full details on how to return your order are here: http://www.brandattic.com/returns

Do you offer free returns?

Yes. We offer free returns via Collect+, and your returns postage label will be sent out with your order. If you would prefer to use an alternative returns service this will be at your own cost.

What is your returns policy?

You can return any unwanted goods to us within 21 days of receipt. Goods must be returned unused with the original packaging and all tags intact.

Simply complete the returns slip on your delivery note and tell us the reason for the return. If you have mislaid your delivery note you can attach a letter detailing your order number, contact details and information regarding your reason for the return. 

Please note - If you would prefer to use an alternative returns service, unfortunately we cannot cover the cost of this.

If you wish to obtain a refund for any products purchased using a ‘Buy One Get One Free’ or ‘Buy One Get One Half Price’ offer, both items must be returned to us within 21 days of notifying us that you wish to cancel. A deduction will be made from the refund amount if both items are not returned.

When will I get my refund?

Please allow up to 10 working days from the day of returning your order to us for a refund to be received. 

Do you offer an extended returns period at Christmas?

We are happy to offer an extended returns period over the festive season. If you purchase any time from December 1st up until Christmas Day, you will have until Monday 22nd January to return your unwanted items to us. Please note the standard returns policy applies to items returned in this extended period, and all items should be returned in an unworn condition with the exception of faulty or damaged goods.