FAQ – Caring for every pair of shoes with heart.

Welcome to Brushandboot. Below, you will find answers to frequently asked questions regarding our shoe care accessories, ordering process, payment methods, shipping arrangements, and return policy. For further assistance, please contact our customer service team using the details provided below.

What products does Brushandboot offer?

Brushandboot offers a range of shoe care accessories, including shoe trees, shoe brushes, shoehorns, and shoe bags. Please refer to the respective product pages for item descriptions, specifications, and pricing information.

Where does Brushandboot ship to?

We serve customers in the UK and select regions of Europe. Specific shipping destinations and service options will be displayed at checkout. Please confirm that your delivery address is within our service area before placing an order.

What payment methods can I use?

We accept the payment methods displayed at checkout, which may include:

Visa
Mastercard
American Express
Apple Pay
Google Pay
Other supported digital wallets

Available payment methods may vary depending on your country/region, device, browser, and checkout settings. The payment options shown at checkout are those available for your current transaction.

Do I need to pay when placing an order?

Yes. Payment is required at the time of placing your order. Processing begins once payment is confirmed and any necessary order reviews are completed.

You will receive an order confirmation email once your order has been accepted.

How long does delivery take?

For deliveries within the UK, the estimated transit time is typically 5 to 12 business days after dispatch.

We select carriers such as DHL, FedEx, or UPS Priority for delivery, depending on the destination and service availability.

For other European destinations, please refer to the estimated delivery times shown at checkout or in the relevant shipping information. Actual transit times may be affected by weekends, public holidays, carrier operations, and other factors influencing delivery.

Will I receive tracking information?

Yes. We will send you tracking updates using the email address provided when you placed your order. Depending on the carrier, these updates may cover key stages such as shipment, arrival at the carrier’s facility, and local delivery. The system typically provides tracking details so you can monitor your package’s progress at any time.

Please ensure the email address you provide is accurate; if you do not receive the expected notification email, please check your spam or junk folder.

What should I do if my order is delayed?

If your order does not arrive within the estimated delivery timeframe, please email Email: auditor@brushandboot.com and include your order number.

We will verify the order details and, if necessary, contact the relevant carrier to investigate the cause of the delay. Once the investigation and assessment are complete, we will arrange an appropriate solution, such as a full refund or a replacement shipment.

All solutions will be implemented in accordance with applicable terms, laws, and regulations.

What should I do if my package never arrives?

Please contact us if tracking information indicates a delivery issue or if your package fails to arrive as expected.

We will review the tracking information and, if necessary, inquire with the carrier about the situation. If the package is confirmed lost, we will assess the specific circumstances and arrange an appropriate solution in accordance with applicable laws.

For deliveries arranged by Brushandboot, the risk of loss or damage to the goods is generally borne by us until you (or a person designated by you, other than the carrier) take actual possession of the goods (subject to the provisions of applicable law).

Can I return the item if I change my mind?

For eligible online purchases, consumers generally have a statutory 14-day “right of withdrawal” (i.e., the right to return the item without giving a reason) after receiving the goods.

To exercise this right, please email Email: auditor@brushandboot.com, clearly stating your wish to withdraw from the purchase and providing your order number and relevant product details.

Once notified, you must return the goods or hand them over to us within 14 days, in accordance with applicable regulations. Please contact us for return instructions and the correct return address before shipping the package.

Unless otherwise agreed or required by applicable law, the customer may be responsible for the direct costs of returning the item in a standard “change of mind” scenario (provided we have disclosed this as required by law).

You may handle the goods to the extent reasonably necessary to establish their nature, characteristics, and functioning. We may deduct an amount for any diminished value of the goods only where permitted by applicable law.

Can I return the item if the packaging has been opened?

Simply opening the packaging does not automatically result in the loss of your statutory right of withdrawal for eligible online purchases.

You may inspect the goods to the extent reasonably necessary to confirm their nature, characteristics, and functioning. If handling goes beyond what is necessary and results in a reduction in the value of the goods, we may be legally permitted to deduct a corresponding amount.

Statutory exceptions may apply to certain products or transactions if specific legal conditions are met.

What should I do if the item received is damaged, defective, or incorrect?

Please email Email: auditor@brushandboot.com with your order number, a description of the issue, and photos clearly showing the damage, defect, or incorrect item.

We will review the information and advise you on the next steps.

Where appropriate, we may arrange a refund or replacement based on the photos and order information without requiring you to return the affected item. Our team will contact you if further information is needed. This process does not limit any statutory rights or remedies you may have under applicable law.

Do I need to return the damaged item when processing a refund or exchange?

Not necessarily. Where circumstances permit, we may process claims regarding damaged or incorrectly shipped items based on photos and order information, without requiring you to return the item.

Please contact us before disposing of or returning any item so that we can verify the situation and provide appropriate instructions. Your statutory rights remain unaffected.

How long does a refund take?

Once a refund request is approved, we will initiate the refund process within the applicable statutory timeframe or the period communicated to you, in accordance with the law.

For returns based on a change of mind, refunds generally follow applicable statutory rules; this includes our right to withhold the refund until we receive the returned item or proof of return.

The time it takes for funds to reach your account depends on your payment method and financial institution.

Can I cancel my order after placing it?

If you wish to cancel your order before it ships, please contact us via email as soon as possible and provide your order number.

We will check the order status and inform you whether a cancellation can be arranged prior to shipment. If the order has already shipped, you may still have statutory rights of return or cancellation, subject to applicable rules and exceptions.

Nothing in this process limits any mandatory rights of cancellation or withdrawal you may have under applicable law.

What should I do if I entered the wrong shipping address?

Please contact us as soon as possible at auditor@brushandboot.com with your order number and the correct address.

We will check if the address can be modified before shipment. Once the package enters the carrier’s delivery network, it may not be possible to change the address, or any changes will depend on the carrier’s specific procedures.

Please carefully check your shipping information before finalizing your order.

How can I contact Brushandboot? If you have any questions regarding products, orders, payments, delivery, or returns, please contact us via the following methods:

Phone: +44 1764784524
Email: auditor@brushandboot.com

You can email us at any time. Our team aims to respond within 24 hours, though response times may be delayed during weekends, public holidays, or periods of high inquiry volume. If we are unable to answer your call, please leave a message or contact us via email.

Where can I view the full policy terms?

You can find more information on the relevant pages of our website:

These policies outline the terms applicable to purchases made through Brushandboot.

Thank you for choosing Brushandboot. We appreciate your interest in our footwear care accessories.