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FAQs


Can my delivery address be different from my billing address?

Yes, as long as they are both in the same country. Just enter separate delivery and billing addresses during the checkout process.


How long after I receive my shipment confirmation email will I be able to track my order?

Please allow at least 24 hours after receiving your shipment confirmation email before clicking the track & trace link. This gives the courier time to pick up your order from our warehouse.


Why was my order cancelled?

Your order may have been cancelled for a number of reasons related to stock availability, payment or delivery address. The most common reason for cancellation is that we ran out of stock of your size before processing your order.

If your order (or part of your order) is cancelled, the relevant amount of money will of course be refunded to your bank account. Refunds are completed within 14 days, but please be aware that your local bank may take a few extra days to process the payment.


Can I change or cancel my order, or change my delivery address if my order has not been shipped yet?

We get to work as soon as you submit your order, so unfortunately we can not cancel or change your order even if it has not yet been shipped. However, you may refuse delivery or return any unwanted products to us for a refund - excluding customised products and only if the conditions of our Return Policy are met. Your delivery address cannot be changed after order placement.


How do I add / make changes to my shopping basket?

To add a product to your basket, choose the size you want, then select how many you want to buy before clicking the 'Add to Basket' button.

To make changes to your shopping basket, click the 'Checkout' icon at the top of the page. Now you can adjust the quantity of any item in your basket, or completely remove items.  Remember to click the refresh button once you change the quantity of any item.

When you have finished making changes, click the 'Continue Shopping' button in the bottom left corner to return to the online shop or 'checkout' in the bottom right corner if you have finished shopping and wish to proceed to the checkout.


Can I exchange a product?

Unfortunately, we do not exchange products, but you can always refuse delivery or return unwanted items for a refund, and then place a new order. 

Refunds are subject to the conditions of our Return Policy.


Can I place an order over the phone?

No, unfortunately our customer service advisors are unable to accept phone orders.


How do I checkout?

When you are ready to buy the items in your shopping basket, click the 'Checkout' button at the top of the page.

If you have registered with Brocket Gear you can use your email address to log in. If you do not have an account, you can check out as a guest or create an account before you check out.

To finalise your purchase, enter your delivery and billing addresses, then choose a payment method and enter the necessary payment information before clicking 'Confirm Order'. 

Please check all the information on this page before clicking the confirmation button. Orders cannot be changed after confirmation, so please double check that your address details are correct and any customised items are exactly the way you want them.


What do I do if my question is not covered here?

We recommend you contact our friendly online shop Customer Service team at info@brocketgear.co.uk