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Our customer service team have put together a frequently asked questions page to help solve your queries quickly and efficiently without you having to contact us directly. However, if your question doesn't appear on the page don't hesitate to get in touch with our customer service team via email or phone 0330 900 2200 (Monday to Friday between 9am - 5pm) 



Are your products real?

All our products are completely genuine. We do not sell counterfeit or fake products. We sell the same branded products you will find on the high street.

Why are the products so much cheaper?

We sell products directly to the public so there are no middlemen, so our overheads are low, we can pass our savings onto you!

Can I ask a question about a product?

By all means contact our friendly Customer Service team who will be more than happy to assist. Either call 0330 900 2200, Monday to Friday, between 9am and 5pm, or email 




Is this a secure site?

We take security very seriously and want to give our customers peace of mind and a safe, secure shopping experience. From the moment you enter the checkout, every piece of information is secure. Any payment transactions will be encrypted using secure sockets layer (SSL) technology and all your personal details are stored in accordance with the Data Protection Act 1998.

Our checkout process uses industry standard SSL (Secure Sockets Layer) 128-bit encryption (the strongest possible) which secures your data. In our case, this service is provided by Shopify.

How do I place an order?

The quickest and easiest way to order is via our website although if you would prefer to order over the phone you can contact our Customer Services team on 0330 900 2200 Monday to Friday, between 9am and 5pm, and they will be happy to take your order. If you have any queries or questions, please feel free to call or email us on

How quickly will i receive my order?

We process and dispatch orders as quickly as possible and offer various delivery options. Please see our Shipping & Delivery page for further details.

If your order is late, or you wish to progress delivery, please contact Customer Services on who will be happy to assist you.

What do I do if my order shows as delivered but I have not received it?

If you have tracked your order it shows your order has been delivered, but you have not received it, please contact our Customer Service team within 7 days of the delivery date shown, otherwise we will not be able to process your claim for the order not being received. You can do this either by calling 0330 900 2200 Monday to Friday, between 9am and 5pm or emailing

We will then contact the shipping provider who will investigate further. This process normally takes 72 hours and as soon as they let us know the outcome of the investigation we will be in touch.

How much is postage and packaging?

We offer free delivery on all orders over £200. If you would like details on our postage prices, and where we deliver, please see the Shipping & Delivery page.

The product I have ordered is out of stock, when will it be available?

We always do our upmost to keep our stocks replenished, but if we are out of stock of your item you will be informed by our Customer Service team of the expected delivery date.

What happens if I am not in when my order arrives?

If you are not in when our carrier attempts delivery, they will post an information card through your letterbox with the relevant details.

Can I change or cancel an order?

Once your order has been accepted into our warehouse we are unable to make any changes as we want you to receive your order as soon as possible, therefore we process all orders through our warehouse immediately which makes it very hard to change the order once you’ve placed it and it has been accepted. 

However, you can cancel your order within 30 minutes of receiving your order confirmation.

The quickest way to cancel would be via “My Orders” section on the website and choose the order you wish to cancel.

Alternatively call our Customer Service team on 0330 900 2200 Monday to Friday, between 9am and 5pm. We do not recommend using email to do this.

If your order has already been despatched, and cannot be cancelled, please return your items to us by following our Returns procedure. 

Take a look at the full terms and conditions on your consumer rights. 

Can I purchase a Gift Card?

You can purchase a digital gift card which is valid for 12 months from date of purchase.

Why won’t my gift card code work?

Please make sure that you’re typing the code in correctly. If that doesn’t work, please check the expiry date. If the code is still in date, please contact our Customer Service team who will be happy to assist.




What payment methods do you accept?

We accept many different types of payment. These include:

  • Visa and MasterCard (including pre-paid cards)
  • Maestro
  • American Express
  • PayPal
  • Gift Card

When will I be charged for my order?

You'll be charged once your order is dispatched.




For detailed information about returns please see, Returns, Exchanges and Refunds policy 

What if I want to exchange or want a refund?

We want you to be 100% satisfied with your order but if you have changed your mind or are unhappy with your purchase, please contact our Customer Service team who will advise further.

What do I do if I receive an incorrect item?

We have a number of checks in place to try and ensure the accuracy of the orders we send. If you have received an item which is different to that which you ordered please contact us immediately on 0330 900 2200 Monday – Friday, between 9am and 5pm, or email on



My Account

How do I create an account?

Please go to the top of any page and click "Create Account / Sign in" and follow the simple steps.

What do I do if I’ve forgotten my password or need to reset it?

When attempting to log in, please ensure you have entered the correct email address and password. Don’t forget passwords are case sensitive so ensure your caps lock is not turned on. If the details are correct click "forgotten your password" and follow the simple steps to reset.



Warranties and Aftercare on Electrical Items

Manufacturer Warranty

Once you receive your new product it is important for you to register it as soon as possible with the manufacturer to activate their warranty. We would recommend you do this within 30 days. A manufacturer’s warranty is at least 12 months.

Product Guides

TBC, by brand

Repairs Process

If any of your products from Brands Direct develop a fault within the warranty period we recommend you contact the manufacturer directly to arrange a repair, as this will be much quicker, but we'll be happy to help if you wish to contact us.

In most cases the manufacturer will arrange a collection and repair at no extra cost to yourself. It usually takes about 30 days to return your repaired item to you but please note it can take longer depending on the manufacturer and the complexity of the problem.

We would also advise you to contact the manufacturer directly if your product is outside of its warranty period to see if they can help repair the product or alternatively contact us to see if we can help you further.

*Your warranty guarantee excludes faults caused by misuse, negligence or accidental damage. Batteries and other perishable or consumable items are also excluded.

My item arrived damaged

If your item arrives damaged, please call our Customer Service team urgently on 0330 900 2200 Monday – Friday, 9am to 5pm, to report and we will be happy to resolve the issue for you.

My item is faulty

Please register your product within 30 days of receipt.

On the rare occasion a product develops a fault, please contact Customer Service team urgently on 0330 900 2200 Monday – Friday, 9am to 5pm, and we will be happy to resolve the issue for you. 

Recycling electrical items as per WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.

The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

There is a network of recycling centres across the UK where consumers and end users of WEEE can also take WEEE free of charge to be discarded, reused and/or recycled. The complete list of locations can be found at:

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.