Orders
Returns
Where is my order?
Once your order has been dispatched, you should receive an email notification sent to the email address used at the time of order. This email will contain an estimated time of delivery along with the tracking information for the courier used.
To track your order, please head to the Royal Mail tracking website and use the tracking number provided – click here
How can I cancel my order?
If you change your mind and would like to cancel your order then please let us know via email, and include your order number, as soon as possible.
If your order has not yet been shipped, we will cancel it immediately and will process a refund.
If your order has already been shipped, please send it back to us within 14 days.
More details on how to return an item to us can be found on this page.
How can I make changes to my order?
If you’d like to make any changes to your order, please email us to let us know as quickly as possible.
Unfortunately, if your order has already been dispatched we are unable to make any changes to it as it will already be on its way to you.
You are welcome to place a separate order should you wish, or return any items to us within 14 days to receive a full refund.
Is my payment secure?
Rest assured that all payment made through our website are 100% secure.
Can I place an order over the phone?
Unfortunately, we are unable to take payments over the phone.
If you are struggling to place an order on our website for whatever reason, please contact us and we will be happy to help where we can.
Why isn't my order going through?
Sometimes online orders can encounter issues, but to mitigate these, please make sure:
- Your card hasn’t expired
- The billing address is correct and matches the address the card is registered to
- All card details have been entered correctly
- You have the sufficient funds in your account to complete the transaction
If you are still unable to place an order, contact our team and we will do what we can to help.
How long do I have to return my order?
If you are not satisfied with your order and you’d like to return it to us for a refund, you have 14 days to let us know.Â
We ask that your return your order to us unused and packaged to ensure it reaches us in its original condition.
Your item(s) must reach us no later than 14 days after you have given us notification of your return else, we will not be able to action any refund.
To where to i return my order?
You can send your items back to us at:
Browntrout International Ltd
Access Self Storage
Winterstoke Road
Bristol
BS3 2LG
United Kingdom
How long does it take to process my refund?
Once your order has been received, we will issue the appropriate refund within 3-5 working days.
Please note, however, sometimes this can take longer due to the seasonality of our business.
We do not cover the cost of the return.
Can I exchange my item?
As we do not offer exchanges, simply return any unwanted item(s) for a refund and place a new order at for your replacement item(s).
I've received a damaged or faulty item
We work hard to ensure all our products are packaged safely and securely.
In the unlikely event that you’ve received a faulty or incorrect item, please contact in**@***********co.uk and share photos of the item so our team can get this sorted for you.
