Shipping policy
If you would like to return a pair of frames, please contact us at hello@bobbrowns.com and we will be able to assist you with your return.
Delivery
The delivery times listed below are estimates only and are subject to change. They may vary depending on the delivery location.
UK (express): 2 to 4 working days - Free
US: 5 working days - £12
EU: 5 working days - £12
RoW: 5 to 10 working days - £12
We aim to ship your order no more than 48 hours after it has been placed, however if it is placed on a Friday afternoon, it will not be shipped until the following Monday.
Returning an Item
Should you wish to return your purchase, please contact hello@bobbrowns.com within 14 days of receiving your order, clearly stating the reasons for your return.
The returned item(s) must be in an unworn, undamaged and saleable condition including all cases, boxes, pouches and packaging that was included in your delivery. We strongly recommend that you obtain proof of postage as Bob Browns does not accept any responsibility for parcels lost in transit. Please note that the customer is responsible for all associated return shipping charges.
Once we have received and checked your item(s), we will issue your refund via your original payment method within 10 days.
The cost to return the item is at the customers own expense.
Faulty Goods
In the unlikely event that you find your product to be faulty, please contact us immediately by email to hello@bobbrowns.com and our Customer Care team will respond and direct you as to how to proceed.
If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product, subject to availability. If the same product is not available, you are entitled to a full refund which includes the purchase price and original delivery charges.
Goods are faulty if they are received damaged or where there is a manufacturing fault upon receipt of delivery. Items that are damaged as a result of normal wear and tear are not considered to be faulty and not covered by this guarantee.
Colour Accuracy
Bob Browns have made every effort to display as accurately as possible the colours of our products that appear on this website. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
Guarantee
Bob Browns is pleased to offer a one year guarantee against manufacturing faults for all its’ products. This policy does not cover breakages through neglect or wear and tear.
Taxes and Duties
All customers purchasing in the UK will be charged VAT. For all purchases that are delivered outside the UK we do not include any VAT or local import charges. You will be responsible for any additional charges that may be required at the request of your local import and customs governing body. Please note, unfortunately we have no control over such charges, nor are we able to predict these possible additional charges. If you do require any further information regarding these charges, please contact your local customs office before placing your order.
Insurance of your Order
We insure your purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient for delivery purposes other than yourself (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Bob Browns, and transfer of responsibility in the same way.
On receipt of your goods, please check that the number of boxes received matches the documentation and that the package is not damaged, wet or tampered with in any way. If you do notice anything unusual about your order please notify Bob Browns immediately by email to hello@bobbrowns.com stating the nature of the problem.
Shipping Address Details
Please make sure that the shipping address entered is correct as we’re unable to redirect orders once they are dispatched to you. Please note, before we can dispatch your purchases, we may need to confirm your details with your card issuer. This security measure is for your protection, and we will do our best to keep any delays to a minimum.
Please note that we are only able to deliver to one address per order. If you would like to send purchases to multiple addresses, please place a separate order for each destination.