Frequently Asked Questions

1)     How are shipping costs calculated?

Shipping costs are calculated based on the total weight of your order. Certain bulky items can not be delivered by TNT, instead the items must be booked separately by Brandon’s logistics department and a new shipping cost calculated.

2)     Why should I not accept damaged goods?

We are unable to make a complaint to either the carrier or the supplier about damaged goods that have been accepted. Therefore, we cannot compensate the store. However if you by accident would have accepted the goods, please see our claim process for defective or damaged goods.

3)     How long are delivery times?

We dispatch your order from our warehouse within two working days. If you place an order before 11:00 CET our goal is to dispatch same day. The delivery time is generally 1-5 days after dispatch date, depending on delivery location and chosen transport service. If special terms apply for delivery to your store (e.g. deliveries can only be made in the morning to certain shopping centres), this may result in delayed delivery. Please note, additional custom days will be added to orders requiring toll process. 

4)     Why didn’t I receive an order confirmation?

The order confirmation is sent to the address whose user is logged in to the ROT tool.

5)     How do I make a complaint?

For any complaint, contact Brandon Customer service and explain the nature of the problem. In case of damaged or defective product, please see the claim process. All returns to Brandon warehouse are due to be paid by customer unless Brandon has sent an incorrect product.

6)     How can I return an article?

If you wish to return goods, please follow the return process and send it to Brandon Customer service to obtain a Return Authorization Number. Please read the Return process for more details.

7)     How do I change my invoicing address?

Please send an email with your request to Brandon Customer service.

8)     How do I track my shipment?

An automatic email is sent for all orders dispatched via TNT, containing tracking information. This will be sent to the same email address as the order confirmation. For special deliveries, you can contact  Brandon Customer service to get help with tracking your shipment.

9)  How do I make special enquiries about products?

Email your enquiry to Brandon Customer service and we will take care about it.