Your Rights & Other Terms

10th Jul 2023

Your rights and other terms information.

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Pricing policy

We describe every item in our catalogue and/or website as accurately as we can. However, occasionally product description or pricing errors occur. If after you have submitted your order we discover such an error or the item ordered becomes unavailable we'll do our best to inform you at the earliest opportunity. You may then choose whether to proceed with your order or to cancel it. If we cannot contact you, we may treat your order as cancelled. Subject to this, we intend that prices remain valid for the life of this catalogue. All orders are subject to our acceptance. The contract between you and us is formed only when we accept the order and the goods are despatched to you. Finally, all our products are subject to availability.

Important notice about age-restricted products

It is against the law for you to buy or attempt to buy age-restricted products if you are under the age of 18. To confirm the recipient is over 18 years old, valid photographic ID with a date of birth may be required upon delivery. Accordingly, we don't sell certain products to people under 18 years of age including:

  • Alcohol
  • Dangerous weapons - knives, bladed products, air weapons, crossbows
  • Cigarettes, tobacco, shisha and other smoking based products
  • E-cigarettes and vaping products
  • Fireworks - sparklers, party poppers, caps, cracker snaps
  • Dangerous chemicals
  • Acids
  • DVDs, Blu-rays and video games with over 18 age certification
  • Lottery tickets and scratch cards

Returns

You can find all of our returns information including details of our returns policy and your right to cancel in our Returns Section.

Protecting your interest and our complaints procedure

We aim to get it right first time, but if we make a mistake we'll try to put it right promptly.

If you have a question or complaint regarding an order, product or retail service you can call our Enquiry Line on 0345 026 3900 and we'll work with you to try and reach a satisfactory outcome over the phone. Alternatively, you can send us an email or write to us using the contact information that can be found on your statement or our website. Don't forget to include your Customer Number so we can find your records quickly.

If you have a complaint regarding your credit account, you can email our Financial Services Complaints Team at cmt@nbrown.co.uk. Alternatively, you can call them on 0345 026 3899. We will try to resolve your complaint within 3 days, however, some complex complaints may take a little longer, if this is the case we will acknowledge your complaint promptly and will keep you informed on the progress of your complaint. We aim to resolve all complaints within 8 weeks.

If we have been unable to reach an agreement, you may then refer the matter to the Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone 0800 023 4567 or 0300 123 9123. www.financial-ombudsman.org.uk.

We subscribe to the Mailing Preference Service and the Telephone Preference Service.

For staff-training and quality-control purposes, your calls may be monitored or recorded.