Questions
Short answers about ordering from Brasmora. The full terms are in our policies.
Orders
Add items to your bag, go to checkout, enter your contact and delivery details, review the order and pay on our payment provider's secure page. We email your order confirmation once the payment is confirmed.
No. You can check out as a guest. With an account you can see your orders, keep saved items and check out with your details already filled in.
Email us with your order number as soon as you can. If the order has not been dispatched, we cancel it and refund the full amount. Once it has been dispatched, you can still cancel within 14 days of delivery, as set out in our Returns and refunds policy.
You can buy up to 10 units of one product and up to 40 items in one order.
Check your spam or promotions folder first. The confirmation is sent once the payment provider confirms the payment. If your card was charged and no email has arrived, contact us with the email address you used.
Delivery
To the United Kingdom and European Union member states. We do not deliver to Russia, Belarus, Iran, North Korea, Syria and Cuba, or to the temporarily occupied territories of Ukraine.
Every order is packed and dispatched from our fulfilment warehouse in Spain, within 1–2 business days of your payment being confirmed.
To EU addresses, 3–6 business days after dispatch. To the United Kingdom, 4–8 business days after dispatch. These are estimates, not guaranteed dates.
£5.99 per order, and free on orders of £75 or more. The charge is shown at checkout before you pay.
Orders to the United Kingdom are shipped from the EU. The carrier may charge import VAT, duty or a handling fee on delivery; these charges are not included in our prices and are payable by the recipient.
We email you when your order is dispatched, with the tracking number where the carrier provides one. If you have an account, the order status is also under Your orders.
Returns and refunds
Yes. You can cancel within 14 days of receiving your order, without giving a reason, and then send the items back within 14 days. Tell us by email or through the contact form first.
You do, if you have changed your mind. If an item is faulty, damaged or not what you ordered, we pay.
Within 14 days of the day we receive the items back, or of the day you send us proof of return if that is earlier. The refund goes to the card you paid with, in the same currency.
You can handle an item as you would in a shop. If it has been cooked with, washed or used to store food, we may reduce the refund by the loss in value. Faulty items are always refunded in full.
Email us your order number and photographs of the item and packaging. We send a replacement or refund you, at no cost to you.
Payment
By Visa and Mastercard card. You enter your card details on our PCI DSS compliant payment provider's hosted page. We do not accept other payment methods.
We do not store or process full payment card data. All card payments are processed by our PCI DSS compliant payment provider. Your bank may ask you to confirm the payment with 3-D Secure, for example in your banking app.
GBP, EUR and USD. You are charged in the currency selected at checkout. If your card is in another currency, your bank may add a conversion fee.
SOLVETA LTD is not registered for VAT, so we do not charge VAT and none is added at checkout.
When you complete payment on the provider's page. If the payment is declined or cancelled, no order is created and nothing is charged.
Products and care
Cookware, bakeware, utensils, tableware, cutlery, glassware, kitchen and table linen, food storage, coffee and tea accessories, and bar and wine accessories. We do not sell electrical appliances or knives.
Each product page lists the materials, dimensions and care instructions we have for that item, including dishwasher, oven and hob suitability where it applies.
Cast iron: dry it straight after washing and wipe with a little oil. Enamel: avoid metal scourers. Non-stick: use low to medium heat and wooden or silicone tools. Glass: avoid sudden changes of temperature.
Yes. Every product has a 24-month warranty against manufacturing defects, on top of your statutory rights. See our Warranty for what it covers and how to claim.
Account
Anyone aged 18 or over who lives in a country we deliver to. We ask for your date of birth when you register.
Select "Forgot your password?" on the sign-in page and enter your email. If an account exists for it, we send you a link to set a new password.
Email info@brasmora.com from the address on your account. We close the account and delete your data, apart from order records we must keep by law, as explained in our Privacy policy.
Still need help?
Write to us and we reply within 1 business day. Support hours: Mon–Fri, 09:00–18:00 (GMT).