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Free UK & USA delivery on orders over £750*

Frequently asked questions

Frequently asked questions are listed below. If you can't find the answer here, don't hesitate to contact us.

 

Delivery

What are my delivery options?

Our delivery choices differ depending on the location. For detailed information on domestic and international delivery costs and estimated delivery times, kindly refer to our 'Delivery' page.

Will all of my items be delivered together?

If your order includes a mix of small and large items, they will be sent out separately. You will receive a dispatch confirmation email with details for each shipment. Smaller items will be dispatched promptly, while larger items will be scheduled for delivery on a mutually convenient date. For made-to-order and pre-order items, they will be shipped as soon as they become available, in line with the date indicated on the product page. If your order includes an in-stock mattress alongside a pre-order or made-to-order bed, the mattress will be held until your bed is ready to ship. If this arrangement doesn't suit your preferences, please reach out to our Broxle Client Services team to assist in releasing your mattress for an earlier delivery.

How can I track my order?

We'll send you a dispatch confirmation email once your order is on its way.

If you have ordered small items (e.g. textiles, table lamps, tableware, and decor), you will receive a link to track your Broxle order. 

You can track your order using our Dedicated Tracking Page to get the most recent updates on the status of the delivery for your item(s).

You can also check your tracking number on the carrier's site directly:

For UK orders shipped with Royal Mail, click here.

For UK orders shipped with DPD, click here.

For orders to Europe and the rest of the world, shipped with DHL, click here.

For orders to Europe and the rest of the world, shipped with Parcelforce, click here.

For large item orders (armchairs, lighting, beds, rugs, and sofas) shipped with Duo The British Shop, you will not receive a tracking number, but you will get a dispatch confirmation email once your order is on its way.

For customers in the UK mainland, Duo will be in touch within five working days of this email to schedule your delivery date.

For our customers based outside of the UK mainland, you will be contacted by The British Shop once your order reaches your local depot, so our contact times will vary depending on your delivery address.

Will I need to sign for my order?

For orders shipped within the UK, DPD will not require a signature for delivery and may leave your parcel in a safe place if deemed appropriate.

Once you receive your tracking number, you will be able to amend your delivery preferences with DPD directly, either online or via the MyDPD app.

For orders shipped outside of the UK, DHL will require a signature for delivery. Once you receive your tracking number, you will be able to amend your delivery preferences with DHL online.

For all large item orders, our shipping partners will require a signature upon delivery.

I missed my delivery, what happens next?

UK orders are shipped with DPD and delivered Monday to Friday, 8am to 6pm.

DPD will make one attempt to deliver to your chosen address, after which your order will be taken to a neighbour or a local Pickup parcelshop. You will have seven days to collect your order before it is returned to us.

EU and international orders are shipped with DHL and delivered Monday to Friday, 9am to 5.30pm. DHL will make three attempts to deliver your order. After the third attempt, your order will be returned to us.

For large item orders, shipped with Duo or The British Shop, you will not receive a tracking number, but you will get a dispatch confirmation email once your order is on its way. For customers in the UK mainland, Duo will be in touch within five working days of this email to schedule your delivery date.

For our customers based outside of the UK mainland, you will be contacted by The British Shop once your order reaches your local depot, so our contact times will vary depending on your delivery address.

Our large item shipping partners will return your parcel to us if the address is incorrect, incomplete or there have been three failed contact or delivery attempts.

Please ensure that your address and contact details are entered correctly when checking out. If you do spot a mistake once your order has been placed, please contact our Broxle Client Services team right away and they will do their best to assist you.

Our courier service provides delivery notifications to keep customers informed. Customers must take necessary precautions or make arrangements to receive their parcels safely.

The responsibility to secure the parcel upon delivery falls to the recipient, especially in cases where delivery details are known in advance. Consider delivery options that can provide additional security or convenience, such as choosing a secure delivery address or specifying a safe place for parcels.

If we are unable to deliver your parcel, it will be returned to our warehouse. We will process your order as a return and issue you with a full refund.

Please note, we are unable to re-ship packages that are returned to us as undeliverable.

Who will be responsible for any additional tax or duties?

Please note: we ship all international orders outside of the EU on a 'Delivered At Place' (DAP) basis.

Your order may be subject to charges or fees imposed by your local customs authority. Payment of these will be necessary to release your items from customs on arrival. Please note: we have no control over these charges and cannot predict their amount or offer a refund for them.

We recommend that you contact your local customs office for details on how these charges are assessed and applied to your delivery.

If you are a business customer outside the UK and need further tax-relevant information for your order, please don't hesitate to contact us.

Can I change my delivery address?

We may make an effort to modify you delivery address up to the point of dispatch. Please note that this may not always be possible due to the speed at which some orders are shipped.

Please contact our  Broxle Client Services team with your order details as soon as possible to get your order updated.

If your order is already in transit, you have the option to update the delivery address directly with the courier. However, please be aware that doing so might affect your scheduled delivery date.

How can I check if an item will fit my space?

Before placing your order for a furniture item, we recommend that you measure the intended space along with all access points within your property to ensure that we're able to successfully deliver your item.

Should you have any questions or require assistance, please contact our Broxle Client Services team.

Why have delivery prices changed?

At Broxle, we are wholeheartedly committed to ensuring that our members and customers have the most exceptional shopping experience possible, including when it comes to the delivery of their orders. In line with this dedication, we have recently conducted a thorough evaluation of the shipping charges associated with certain orders. This marks the first instance in which we have adjusted our delivery costs, a step we are taking to further enhance our delivery choices and service quality.



Nominated Day Delivery

I’ve chosen a delivery date – what happens next?

The evening before your chosen delivery date, our shipping partner, Duo, will get in touch with you through both SMS and email to verify your delivery for the following day. They will also provide a two-hour timeframe. On the morning of your delivery, Duo will give you a call between 7 am and 9 am to confirm that your order is en route. Additionally, you can expect another courtesy call 30 to 60 minutes prior to their arrival.

Can I select a date not shown?

You can only pre-select delivery dates that are visible (those not grayed out). If you can't find a suitable delivery date among the options, please select the standard option displayed, and our delivery partner will contact you to arrange a convenient date.

Can you ship my small items with my large items?

At present, our delivery choices are separate for small and large items.

How do I consolidate my orders into one delivery?

If you've placed orders for several large items, there's a possibility we can combine them into one delivery for your convenience. However, please be aware that consolidating your orders, while maximising the efficiency of your delivery, might necessitate a change in your initially chosen delivery date. If you'd like to explore these options or have any questions, please don't hesitate to get in touch with our dedicated Broxle Client Services team as soon as possible.

What if my contact details are incorrect? How do I let you know?

If you happen to identify an error after placing your order, please reach out promptly to our Broxle Client Services team. They will make every effort to provide you with the necessary assistance. It's important to keep in mind that modifying your address may potentially affect the availability of your initially selected delivery timeframe.

What if I have missed my delivery?

If you miss it, the Duo team will leave a calling card at the property with the customer service number so that you can rearrange the delivery date. If Duo does not hear from you, the goods will be returned to our main warehouse.

Why am I unable to see this delivery option at checkout?

This service is only available to customers within certain UK postcodes (BN, BR, CR, CT, DA, E, EC, EN, GU, HA, KT, ME, N, NW, PO, RG, RH, RM, SE, SL, SM, SO, SW, TN, TW, UB, W, WC). This option will also not be shown if there are no available delivery dates or the items in your basket do not qualify for the service. Non-qualifying items include: small items, pre-order items and made-to-order items.

How can I change my delivery date?

If you would like to change your pre-selected delivery date, please contact us.

Can I cancel my order?

There is a limited window where we may be able to cancel your order prior to dispatch, so please contact our Broxle Client Services team straight away.

 

 



Order Enquiries

What payment methods are available?

We currently accept the following payment methods: Visa, Mastercard, Discover, Maestro, Visa Debit, Visa Electron, American Express, UnionPay, Bancontact, iDEAL, Apple Pay, Google Pay, and Shop Pay. We trade in GBP (£) and USD ($).

Your currency will be selected based on your shipping address.

Are my card details secure?

Here at Broxle, we recognise the utmost significance of your online security. Our dedication extends to ensuring a secure online shopping environment that surpasses the established industry security standards and guidelines, thanks to our trusted payments service provider.

For further details, please refer to our privacy and security policy.

Why was my payment declined?

In case your credit or debit card payment encounters an issue, kindly ensure that you've accurately entered your card information, verifying that the card has not expired.

Additionally, please cross-check to confirm that the billing address you provided matches the registered address of the card.

If the problem persists, you may want to consider using an alternative payment card.

For further insights into the cause of a declined payment, we suggest reaching out to your card issuer directly. For privacy reasons, only your bank can provide specific information regarding the declined transaction.

My payment was declined, why I have still been charged?

When an order is made, we perform a routine pre-authorisation check on your payment card.

In the event that your payment doesn't go through successfully, a temporary hold may still be applied to your funds. It's important to understand that you haven't been charged, and this hold typically gets released within three to ten business days, varying depending on your bank.

For further details, we recommend reaching out directly to your bank, as they can provide specific information regarding their policies.

Can I cancel my order?

There is a specific time frame during which it may be possible to cancel your order prior to dispatch. If you wish to cancel your order, we kindly request that you promptly reach out to our Broxle Client Services team.

Regarding bespoke and made-to-order items, you have the option to cancel within 48 hours of placing your order. After this period, a 50% cancellation fee will be deducted from your refund amount.

We want to clarify that for our valued customers in the UK and EU, your legal right to cancel your order under The Consumer Contracts Regulations 2013 remains unaffected. For further details, please refer to our terms and conditions.

Can I add or remove items in my order?

Once your order is confirmed, we cannot accept additional payments for extra items. If you wish to purchase an additional item, please place a new order for it.

If you wish to remove an item from your order, please get in touch with our Broxle Client Services team promptly. We have a limited time frame during which we can make changes to your order.

Can I change my order details?

Upon checkout, please ensure that your address and contact details are accurately entered. If you happen to notice an error after placing your order, don't hesitate to get in touch with our Broxle Client Services team promptly. They will make every effort to provide assistance.

We intend to dispatch your order promptly, which means that there is a limited timeframe during which changes to your order details can be accommodated.

I have not received an order confirmation email, what can I do?

Upon placing your order, you can expect to receive an order confirmation email, which may take up to an hour to arrive in your inbox.

If, for any reason, you do not find the order confirmation email in your inbox, we kindly ask you to check your Junk email folder. Alternatively, don't hesitate to reach out to the Broxle Client Services team for additional assistance.

How do I add my discount or gift card?

You can input your discount code or gift card during the checkout process at the basket stage by using the 'Discount code or gift card' field.

It's important to be aware that certain discount codes or gift cards may have restrictions, such as not being combinable with other offers, including sale items. Additionally, you might be limited to using one code per transaction.

I forgot to enter my promotional code, can I be refunded?

Please ensure to review your order carefully before placing it, as we are unable to apply a promotional code to your order after it has been submitted.



Pre-order

What is a pre-order item?

We offer our customers the opportunity to purchase selected products before they are available in our warehouse or retail spaces.

If an item is pre-order it will be clearly indicated on its product page, alongside the expected dispatch month.

Please note, due to circumstances outside of our control, the dispatch date of your pre-ordered item may change.

Once your pre-ordered item has been shipped from our warehouse, you will receive a dispatch email as confirmation.

When will my pre-ordered product arrive?

Our aim is to guarantee that you have your pre-ordered item in your possession by the conclusion of the indicated month.

As soon as your product is ready to be shipped, you will receive a dispatch confirmation from us. Furthermore, our shipping partner will reach out to you to provide additional details regarding the delivery process.

It's important to note that we are unable to accelerate the dispatch or delivery timelines for any pre-ordered product.

Will my estimated delivery date change?

As a result of the continued effects of COVID-19 and factors beyond our control, the dispatch dates for our pre-order items may extend beyond the originally indicated date on the website when you made your purchase.

Rest assured, if your order experiences any delays, we will promptly communicate with you via email to provide updates and keep you informed.

Why are your lead times so long?

Our manufacturers and logistics partners are adhering to COVID-19 health and safety protocols to safeguard their employees and work environments. These precautions have resulted in a notable decrease in the size of operational teams, leading to some delays in the delivery process both to our warehouses and to our valued customers.

If it is a pre-order item, why is it now showing as out of stock?

Our pre-order items have limited availability. When a product that was previously available for pre-order displays as 'Out of stock,' it indicates that the stock limit has been reached. To stay informed, please provide your information by clicking on 'Notify me,' and we'll reach out to you as soon as your desired item becomes available again.

Will I be charged when I place the order, or when the item is dispatched?

Pre-ordered items are charged for at the time of placing your order.

If you have any questions about your pre-order, contact our Broxle Client Services team.

Can I cancel my pre-order item?

Should you find the need to cancel your pre-order item for any reason, please get in touch with our Broxle Client Services team. They will be available to provide assistance. Kindly allow ten business days for the cancellation process and refund to be completed.



Made-to-order

What is a made-to-order item?

When you place an order for a made-to-order item, our artisans embark on the meticulous craftsmanship journey, exclusively dedicated to your vision. It is akin to having your personal craftsman, meticulously fashioning a piece that stands as a singular work of art. While this elevated level of customisation does require a bit more time, the result is an exceptional product, singularly yours, and meticulously crafted to your precise specifications.

Whether you seek an exquisite piece of furniture or an individualised objet d'art, our made-to-order offerings beckon you to embrace the creation of something truly exceptional. It is your style, your choices, and your unique vision that converge to render your living space a testament to your refined sensibilities.

When will I receive my made-to-order item?

Items that are made-to-order will be shipped in accordance with the timeframe indicated on the product page.

Once your item is prepared for shipment, you'll receive a dispatch confirmation from us. Additionally, our shipping partner will reach out to you directly to provide more information about your delivery.

Please be aware that factors beyond our control may occasionally impact the dispatch date of your made-to-order item. Should your order be affected, we'll communicate any changes via email.

Why are your production times so long?

Our production times for made-to-order items may appear lengthy due to the customisation, quality assurance, craftsmanship, material availability, and order volume considerations. We prioritise quality and attention to detail, which can take more time. Rest assured, we're dedicated to delivering exceptional, personalised products that meet your expectations. Thank you for your patience and understanding.

What if there are any changes to the dispatch date?

On rare occasions, factors beyond our control may lead to a modification in the dispatch date of your made-to-order item. If there are substantial alterations to the anticipated dispatch date, we will promptly notify you via email.

What is your cancellation and returns policy for made-to-order items?

Regarding made-to-order items, you have a 48-hour window to cancel your order from the time of placement. After this period, a 50% cancellation fee will be deducted from the original order value. 

Should you require any modifications to your order, please reach out to our Broxle Client Services team for guidance.

We advise measuring your space and assessing property access before ordering to ensure smooth item delivery.

Am I able to customise my made-to-order item?

You can order our gorgeous interiors in various tailored colours, finishes, and sizes to suit your unique design preferences. If you require additional customisation beyond this, please don't hesitate to contact us. However, please note that in certain instances, we may not be able to provide further customisation beyond the options already listed on the product page.

Can I change the fabric or colour of my order?

We may be able to alter your made-to-order item up to one week from the date that your order was placed.

Please be aware that any modifications to a made-to-order item will result in a delay to the original lead time. Once the changes are finalised, the lead time will reset based on the date of your revised order, as indicated in your updated order confirmation.

While the dedicated Broxle Client Services team will do their best to accommodate your change requests, it will not always be possible due to the streamlined production timeline.

How can I check if my made-to-order item will fit in my property?

Once 48 hours have passed since placing your order, items cannot be cancelled after 48 hours of placing your order and are not returnable. Hence, we advise you to carefully measure your space and assess access to your property before making your order. This ensures a smooth delivery process and prevents any inconvenience.

How will my made-to-order item be delivered?

One of our carefully chosen shipping partners will deliver your made-to-order item to you.

Your order will be sent out within the specified timeframe indicated on the product page. If there are substantial alterations to the initially estimated dispatch date, we will contact you.

Can I use my own material?

Regrettably, this specific service is not within our offerings. Nonetheless, if you require additional support for an upcoming design endeavor or seek guidance on selecting fabrics that complement your home, please feel free to connect with one of our experts from the Broxle Design team. We are here to assist you.

 

 



EU Delivery

Will I need to pay tax or duties on my order?

Customers who place orders for delivery to EU destinations will assume the role of the importer of record in the EU country of destination. When placing orders for EU delivery, customers consent to Broxle covering all applicable import taxes and duties before the goods are delivered on their behalf. Following order placement, customers will not be required to make any additional payments.

If you are a business customer located outside the UK and require additional tax-related details for your order, please feel free to reach out to our dedicated Broxle Client Services team.

Will I need to provide any documentation to receive my order?

Customers located in Spain and its affiliated islands will receive communication from our delivery partners regarding the customs clearance process for your order.


You will be asked to provide the following:

  • Your passport
  • Your Número de Identificación de Extranjero (NIE), either paper or card version
  • Your customs agent declaration - the English version is for translation purposes, but the Spanish copy must be completed at the top and signed at the bottom
  • Empadronamiento, if you have one
  • Residencia card, if you have one

For customers based in Romania, Lithuania, Greece, Czech Republic, or Bulgaria, it is essential to register with DHL and provide your EORI number. This step is necessary to ensure the successful customs clearance and delivery of your parcel.

If you reside in Portugal, please provide DHL with your Personal ID number. For customers in Italy, it is crucial to furnish DHL with your Tax ID number to facilitate the customs clearance of your parcel.

Please note that failing to provide the required information may pose a risk, potentially we may not be able to deliver your order and it will instead be returned to us.

For more information or assistance, please contact our Broxle Client Services team.

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