Delivery & Returns MOMO

Delivery

How will i receive my order?

We work in partnership with Royal Mail, Parcelforce and DHL to offer a reliable delivery service straight from the shipping cart to your door. On occasion we may use alternative couriers to fulfil your order as efficiently as possible.

When will i receive my order?

Transit times may vary depending on the time/date of order, stock location and specified delivery address. MOMO maintains a large factory inventory and as such not all items are held in UK stock, in certain circumstances your order will be fulfilled using European stock.

UK Stock

Orders for UK stock items placed and paid for before 3pm Monday to Friday will be dispatched on the same working day. Orders for UK stock items placed after 3pm will not be dispatched until the next working day*.

All orders to delivery addresses within the UK are sent using our ‘Standard’ delivery service: This is a free service that we offer on all our goods. Smaller items are sent using Royal Mail 2nd Class and may take 3 - 5 working days**. Larger, heavier items are sent using Parcelforce***.

*Please note that orders placed over the weekend and public holidays will be processed on the next working day.

***Royal Mail aim to deliver all their parcels between 3 to 5 working days but on occasion it may take up to 15 working days. If you have any questions regarding this delivery service please contact us for more details.

****Parcelforce aim to deliver all their parcels on the next working day but on occasion it can take a little longer. Orders placed before 3pm Monday to Friday will be dispatched on the same working day but may not be delivered until the next working day. If you have any questions regarding this delivery service please contact us for more details.

How much will my postage cost?

Standard delivery to UK addresses is free on all goods across our site.

How can i track my order?

Where applicable, tracking information can be found on your order confirmation once your order has been dispatched. If you do not have a tracking number or are having trouble finding it please contact us.

Upon receiving your order...

Please ensure you carefully inspect your parcels upon receipt. If there is any damage, or the delivery appears to be incomplete, please refuse the delivery or sign for the goods as damaged and contact us immediately.

My order hasn't arrived

Please ensure that you have tracked your order before contacting us. If you have not received your order within the delivery time specified, please contact us so we can investigate for you. When contacting us please supply us with your order number, name, address and tracking information. Surcharges may apply to certain shipping locations. We are unable to deliver to PO Box addresses for security reasons.

Returns

What is your return policy?

At MOMO UK, we offer a no fuss 30 day return policy from the day that you received the goods. Refunds are credited to the same card or account that was used to purchase the goods. Exchanges are offered if requested by the buyer and are sent out upon receipt of the original order. We reserve the right to refuse a refund or exchange if the conditions of our returns policy are not met. Our 30 day return policy is inclusive of the standard 14 day return offered by the Consumer Contact regulations.

How can i make a return?

Please visit our website and go to our Returns page. Please complete this form and one of our dedicated team will be in contact and supply you with a Returned Goods Authorisation Number. Make sure the goods are packaged sufficiently with the Returned Goods Authorisation Number included with the package and send it to:

Brown & Geeson Ltd - Returns
Unit 12 Buckingham Square
Wickford Business Park
Wickford
Essex
SS11 8YQ

We recommend using a traceable service as returned items are sent at the buyer's risk. Once arrived safely back at our warehouse we shall process the return and keep you updated with the progress.

Can i return my order if i don't like it?

Absolutely, we offer a no fuss 30 day return policy, even if you have simply changed your mind. The 30 days start from the day that you receive your order. We do ask that the product(s) are unused and in their original packaging. Please note that in this case, the return postage is covered by the buyer.

My product is faulty or defective

Checks are performed on the majority of orders prior to them leaving our warehouse to ensure they arrive with you in the best possibly way. If for any reason you believe your product to be defective or faulty, please take a few photographs and send them too us with your name and order number along with a brief explanation within 7 days.

My order has turned up damaged

Please ensure you inspect your parcels upon receipt. If there is any damage, or the delivery appears to be incomplete, please refuse or sign for the items as damaged and contact us immediately. If the product inside has been damaged also, please take a few photographs and send them too us with your name and order number along with a brief explanation within 7 days.

If the packaging appears intact but the items are damaged inside, please take a few photographs of the products and send them too us with your name and order number along with a brief explanation within 7 days.

We endeavour to get back to you as soon as possible to arrange a return and exchange is necessary. We regret that beyond the 7 days, due to circumstances outside of our control we may be unable to process your claim.

Products excluded from our returns policy

We cannot accept any non-stock items which have been ordered specifically for you. Goods that have been manufactured to your specifications, or personalised goods cannot be accepted for return.

Please Note

If the product(s) has been damaged, used, returned without a Returned Goods Authorisation Number or is not returned in its original packaging, we reserve the right to withhold 10% of the refund / credit value.

Brown and Geeson Ltd cannot be held responsible for any charges incurred during fitment or removal of allegedly faulty or incorrectly supplied parts, however the part itself may be accepted for return (at our discretion). We will not accept responsibility for any resulting incompatibility issues or losses incurred indirectly. We cannot accept responsibility for any returned goods which are undelivered. Please retain your proof of postage as this may be required in the event of raising a claim with your courier.

Brown and Geeson Ltd do not provide products on a trial basis.

We are unable to deliver to PO Box addresses for security reasons.

Cancellations

I need to cancel my order:

If you wish to cancel your order, please contact us as soon as possible. We are open Monday to Friday 8.30am to 5.00pm. *Our office and warehouse are closed on weekends, Bank Holidays and between Christmas and New Year.

If we have processed your order or it has already been dispatched, don’t worry at all. Please ensure that when you receive your order, you visit our Returns page on our website and fill in the return request form. We will then be able to process the request and send you a Returned Goods Authorisation Number. Please fasten this number to the outside of the parcel along with our delivery address and send the goods back to us unopened in a resalable condition. We recommend using a traceable service as returned items are sent at the buyer's risk.

Cancellations may incur a small admin fee which will be deducted from the refund value.

Deposit

On special orders, product(s) that have been manufactured to your specifications, or have been personalised, we may require a deposit of 50% of the orders value upfront. This can be debited via the buyers preferred payment method and would be non-refundable in the event of cancellation.

VAT Refund

All of our pricing for goods and services are shown as inclusive or exclusive of VAT depending on the position of the "VAT - IN / EX" button at the top of the web page.

Following the completion of Brexit on January 1st 2021, all orders supplied to Europe (Private and Business) will be supplied with zero VAT. Once items have been added to your cart and your shipping address selected, the VAT will be set to Zero before payment.

European customers will be subject to paying their local VAT rate on all imports from the UK, this payment will be collected by the transport company (Parcelforce / DHL) when the goods are delivered to your address. The transport company might also charge a customs clearance handling fee.

B&G are not responsible for any of these costs.

EORI Number - We request any businesses registered in the EU include their EORI number in the "Add Comments About Your Order" box.

All customers outside of Europe might also be subject to local import duties/taxes. B&G are not responsible for any of these costs.