FAQ

We will send you an email to confirm that your order has been despatched.

This will contain a tracking number to allow you to track your delivery with the courier.

Alternatively, you can email us on info@goldbrocade.com and we will track the order on your behalf. 

If you are not able to track your order, please contact our Customer Services Team

We send to most countries outside of the UK, please contact us if you would like further details.

There is an additional charge for sending items outside of UK so please contact us before placing your order.

For personalised items we do not offer same day delivery.

Please see the individual product page to find out if the item you are looking for can be delivered same day.

For personalised items we do not offer same day delivery.

Please see the individual product page to find out if the item you are looking for can be delivered same day.

Please phone us immediately and we will try to cancel your order before it is

sent for personalisation.

We are available from Monday to Friday 9.00am – 5.30pm.

Please phone us on +44 (0)7932 72 86 72 or send us an email.

Unfortunately, once a personalised order has begun production it cannot

be cancelled.

In the event you are not entirely satisfied with your purchase,

you can choose to exchange for either an alternative item or

receive a refund less the cost of shipping and delivery.

All items must be returned within 28 days of delivery .

Please fill in the Returns Note and send with your item,

We reserve the right to refuse an exchange or refund if goods are

not returned in a saleable condition or are damaged.

Please allow up to 7 days for your return to be inspected and

credited to your account/card, this may be slightly delayed

during busy periods, such as January.

Please note:
We are unable to offer an exchange or refund on any items

that have been personalised or engraved. International customs

duties and sales taxes are NOT refunded for shipments outside

the European Community (EU). Please retain a receipt of postage

for your own records. Gold Brocade is not responsible for the

return of shipping costs unless the item is faulty and we are not

responsible for any items damaged or lost in transit. Refund

terms are subject to change under exceptional circumstances

and at the discretion of the company.

To protect your account, if you do not log in to your

Goldbrocade.com account for one year, or if there are

5 failed log-in attempts, it will be locked.

When you next try to log in, you will see a message

informing you that your account has been locked and

giving you simple instructions on how to unlock it.

You can unlock your account by using the ‘forgotten password’

facility.

Sometimes emails from us will automatically go into your

email junk folder or spam.

If you still can’t find your confirmation email, please contact us 

and we’ll check your order on our system. We’ll re-send the

confirmation email to you, so you’ll know your order has been

processed.

All products are covered for 1 year against manufacturing faults

from the day of delivery.

In the event that a product fails (excluding normal wear and tear)

you can return it to us for repair or replacement.  

Please contact our Customer Services Team for assistance.

For personalised items we do not offer same day delivery.

Please see the individual product page to find out if the item you are looking for can be delivered same day.