Frequently Asked Questions

   

Delivery

Delivery charges are based on the total order weight and delivery address and will be shown during the checkout process.

For orders of larger products (A3+ and above) up to 14kg delivery, costs are £8 (ex-VAT) to most of the UK and £12 (ex-VAT) to areas designated as more remote, by courier (DHL).

If you place your order before 13:30hrs Monday-Friday (excluding UK public holidays) it will normally be dispatched the same day for next working day* delivery via a tracked courier service. Orders placed after 13:30hrs may still be processed but your order will be dispatched on the next working day due to courier collection times.

Express delivery by courier is normally next day but is not a guaranteed service. Very occasionally courier deliveries can take longer. Deliveries to areas designated as remote by our courier may take 3-5 working days in certain cases.

Delivery times for international orders will vary depending on the destination.

* - "Working Days" are defined as Monday to Friday excluding public or local holidays.  e.g. if you order by 13:30 on Friday, selecting the courier delivery option, your order should be delivered on Monday (remote areas and offshore may take longer).

Yes, we supply customers all across the globe, however our shop is only set up to process UK deliveries.

Please contact us if you would like a non-UK delivery and we will be happy to provide costings and process your order for you.

For smaller products, you have the choice of "Royal Mail Signed For" or a tracked courier service.  Larger mats must be sent via courier.

Courier orders are shipped using an express delivery service with DHL: this is normally a next working day service (Monday to Friday) across most of mainland UK, however this is NOT guaranteed and may exclude more remote or offshore regions.

Delivery times for international orders will vary depending on the destination.

If you have a very tight deadline, or require a guaranteed delivery slot, please speak with one of our team when ordering and we will do our very best to assist you in this regard.

Yes. We are happy to deliver to more remote areas and will provide a delivery cost at checkout based on your location.

Please note it is courier companies and not us that designate areas as "remote" for delivery purposes. You can check whether your postcode is affected on DHL's PDF list here - UK postcodes can be found around page 190.

We do not offer Saturday delivery as a checkout option, however this may be available in some areas for an additional cost.

Please contact us with your delivery address should you require this service and we will do our utmost to accommodate your request.

Returns

Please inspect the goods on delivery. If your purchase is damaged or defective in any way, you must contact us immediately to advise of any issues and to arrange a return, refund or replacement.

The cost of returning to goods is the responsibility of the buyer and is not refundable unless the goods are proven to be defective or not as ordered.

For Private Consumers (generally known as B2C): Items may be returned under the Consumer Contracts Regulations 2013. These regulations apply to private buyers only and not to business to business purchases.

  • Items must be returned within 14 calendar days from delivery.
  • Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
  • Refunds will be processed within 7 days of the goods being received by us.
  • Refunds will be given as credit to the original payment method, including, where applicable, a proportion of basic carriage charges on the outbound shipment.

For Businesses (generally known as B2B) : Items may be returned under our returns policy

  • Items must be returned within 14 calendar days from delivery.
  • Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
  • Refunds will be processed within 7 days of the goods being received by us.
  • Refunds will be given as credit to the original payment method, excluding any shipping or postage costs.

The cost of returning to goods is the responsibility of the buyer and is not refundable unless the goods are proven to be defective or not as ordered.

At our discretion we may accept returns outside the 14 day period specified above. In such cases, refunds will be given as credit to the original payment method, excluding any shipping or postage costs and a restocking fee.

In such cases you must contact us with your invoice or order number to discuss your return.

Ordering

If your order is received before 1.30pm on a business day we will dispatch it the same day on an express delivery service. Orders received after 1.30pm will be dispatched, at latest, the next business day, again on an express delivery service. Please note that whilst this is normally a next business day service it is not a guaranteed service.

If you require a guaranteed delivery date/time please contact us prior to ordering and we will do our very best to assist.

You can order from 1 Brandow Mat in your choice of sizes.  Discounts are available if you're ordering more (volume discounts are indicated on each product page).

Brandow Counter Mats: As discussed above - although all counter mats featured on brandow.co.uk are suitable for use as desk mats with mouse mat capability (being "optical mouse friendly"), occasionally, certain types of optical mice (notably some laser mice and some mice used with Apple computers) may experience tracking problems. 

Although the textured top layer of your Brandow Mat is often enough for optical mouse tracking, for best results, please ensure that you have a printed insert present.  The more "white-space" you have on your printed insert, the fewer reference points your mouse will have available for effective tracking.

Invoicing and Payments

All of our prices are exclusive of VAT (UK sales tax). UK based customers will have VAT added to their invoice. Customers outside the European Union and EU customers who supply an EU VAT or relevant sales tax number will not have an VAT added to their invoice.

Customers outside the European Union, and non UK customers within the EU who provide us with an EU VAT or sales tax number when ordering will be invoiced exclusive of VAT.

No. For security reasons we do not take payments over the phone. Payment can be made securely online by credit or debit card or by bank transfer (BACS).

We accept payment by credit or debit card or by bank transfer (BACS).

The logos of cards currently accepted are shown at the foot of this (and every) page.