Frequently Asked Questions (FAQs)

My order hasn't arrived 

The first thing to do is to make sure that your order has actually been sent out to you. Orders are shipped each Saturday, or on occasion every other Saturday. Orders up until midnight on the Friday will be included in the batch sent out. If your order was after this, it will be sent the following Saturday.

Once our recommended delivery time has elapsed (please see our section on delivery for more information.), If you have chosen to have your item sent by Standard Mail, please check that your local postal office aren't holding the package for you. They may not have been able to fit your package through your letterbox and took the package to your local office for you to collect. They should leave a card to say that delivery has been attempted, but we have found that this does not always happen.

If they return the package to us because you did not pick it up at the post office, you will have to pay the p&p charge again to have it resent.

Because of the variance in delivery times, we are not able to consider a package lost by the postal service until 28 days from the SHIPPING date have passed.

If your order was shipped more than 28 days ago, and you have checked at your local postal office to make sure they aren't holding it for you, please email us at orders@derrenbrown.co.uk

How do I cancel my order?

The only way to cancel an order is to contact us.

Please email us at orders@derrenbrown.co.uk. Quote your order number and 'Please cancel' in the subject line of the email and we'll take care of it. 

Order was damaged when it arrived

If your items arrive damaged, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action. Please e-mail us at orders@derrenbrown.co.uk and we will arrange the refund/exchange.

Can I exchange an item I don't like?

Unfortunately due to most of our products being bespoke items, returns can't always be made. Some items are limited edition, others cannot be returned once opened - Please e-mail us at orders@derrenbrown.co.uk should you have any queries. Please see our returns policy for more information.

Customs & Import Charges

All import and export costs are the responsibility of the customer. We have no control over the length of time your order will be held at customs for clearance and suggest that you contact them directly for further information. We mark all packages for overseas delivery with contents and order value marked accordingly.