FAQS

Frequently Asked Questions

What does Brocely sell?

Brocely is an online jewellery store specialising in earrings, including hoop, stud, drop and statement styles.

Materials and product specifications can vary, so please review the individual product page before ordering.

Where does Brocely deliver?

We currently deliver within the United Kingdom.

Do you offer free shipping?

Yes. We offer free standard shipping on all UK orders.

The shipping charge displayed during checkout will be £0.00.

How long does order processing take?

Orders are normally processed within 1–2 business days after payment confirmation.

Orders placed on weekends or UK public holidays will be processed on the next available business day.

How long does delivery take?

Our estimated total delivery time is 5–8 business days:

Processing: 1–2 business days
Shipping transit: approximately 4–6 business days

Delivery estimates may be affected by carrier delays, public holidays, severe weather or circumstances outside our reasonable control.

How can I track my order?

Where tracking is available, we will send a shipping-confirmation email containing your tracking information after dispatch.

Please allow up to 48 hours for tracking information to become active.

I have not received my tracking email. What should I do?

First, check your spam or junk folder.

If you still cannot find the email, contact support@brocely.shop and include your order number and the email address used at checkout.

Can I change my delivery address?

We will try to make the change, but we cannot guarantee that an address can be updated after an order has entered processing or has been dispatched.

Can I change or cancel my order?

We will try to accommodate your request, but changes or cancellations cannot be guaranteed after an order has been processed or dispatched.

Your statutory cancellation rights are not affected.

What is your return period?

Eligible products may be returned within 30 days of delivery.

The item must normally be unused, unworn and returned with its original packaging, tags and proof of purchase.

Please review our Refund Policy for complete conditions.

How do I request a return?

Email support@brocely.shop before sending an item back.

Include:

Your full name
Order number
Product being returned
Reason for the return
Photographs if the item is damaged, faulty or incorrect

Do not send an unauthorised return.

Who pays for return shipping?

For a change-of-mind return, the customer is normally responsible for the return-shipping cost.

If an item is confirmed to be damaged, faulty or incorrect, Brocely will cover the reasonable return-shipping cost.

Can earrings be returned?

Earrings may be returned if they meet the conditions in our Refund Policy.

For hygiene reasons, earrings delivered in identifiable sealed hygiene packaging cannot be returned after the hygiene seal has been opened, unless the item is faulty, damaged or not as described.

What should I do if my order arrives damaged or incorrect?

Contact support@brocely.shop as soon as possible.

Include your order number and clear photographs of:

The product
The packaging
The shipping label

We will investigate and provide an appropriate solution.

How long does a refund take?

After receiving and inspecting an approved return, we will process the refund without undue delay and normally within 14 days.

The refund will be issued to the original payment method. Your bank or payment provider may need additional time to display it.

What payment methods do you accept?

Available payment methods are displayed during checkout.

Payments are processed securely through Shopify and the payment provider selected during checkout.

Is the checkout secure?

Yes. Our website and checkout use encrypted HTTPS connections. Payment information is processed by Shopify and approved payment providers.

Brocely does not directly store complete payment-card details.

Are product colours exactly the same as the photographs?

We aim to display products accurately. However, colour and appearance may vary slightly depending on lighting, photography, screen type and device settings.