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Complaints

  1. 1.How to complain
  2. 2.What happens next
  3. 3.If you are not satisfied
  4. 4.Records

1.How to complain

Email info@brasmora.com or use the contact form. Please include:

  • your name and the email address used for the order;
  • the order number, if the complaint is about an order;
  • what went wrong, and photographs if it concerns a damaged or faulty item;
  • what you would like us to do.

Our support hours are Mon–Fri, 09:00–18:00 (GMT).

2.What happens next

  1. We acknowledge your complaint within 1 business day, with the name of the person handling it.
  2. We look into it, which may include checking with the warehouse or the carrier.
  3. We send you our full reply within 14 days, explaining what we found and what we will do. If we need longer, for example while a carrier investigates a lost parcel, we tell you why and when you will hear from us.

3.If you are not satisfied

Reply to our response and ask for the complaint to be reviewed. A different member of the team will look at it again and reply within 14 days.

If we still cannot agree, you can contact the consumer advice service where you live: Citizens Advice in England, Wales and Scotland, Consumerline in Northern Ireland, or the European Consumer Centre in your EU country. You can also bring a claim in the courts, as described in the governing law section of our Terms and conditions.

Complaints about how we use personal data can also go to a data protection authority, as described in our Privacy policy.

4.Records

We keep a record of each complaint and our reply for 24 months, so that we can follow up and improve how we work.