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INTERNATIONAL SHIPPING FAQs
Who are Global-e?
We have partnered with Global-e, a third party service provider who will act as our Merchant of Record, allowing you to purchase Briggs & Riley products from a number of EU destinations.
What is a Merchant of Record?
A Merchant of Record is the term to describe a legal entity (such as Global-e) that sells goods (and/or services) on behalf of a business (such as Briggs & Riley) and by doing so, takes on the liability for each consumer transaction. It arranges all due tax payments, ensures PCI compliance and takes care of any refunds and chargebacks.
Who should I contact if I have an issue with an order?
In the first instance, please visit our Help Desk page to see if the answer to your query is featured here.
Alternatively, please contact Customer Support using one of the following contact methods.
- Email: customerserviceuk@briggs-riley.com
- Telephone: +44 (0)1491 642 333
Who will bill me for my purchase?
When you buy Briggs & Riley products from Global-e, you will see that your payment method is charged by **Global-e// Briggs & Riley **, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy. A copy of each you can find at the following links: Privacy Policy / Terms & Conditions.
What tax and customs duties will I have to pay?
Import taxes and customs duties (brokerage and customs clearance costs) are already included in the published selling price. This means there will not be additional costs billed upon delivery or due as cash on delivery charges.
How much does it cost for delivery?
There are normally two options for delivery shown at checkout. One for air which is the quickest route and one for road. Delivery costs will be calculated at checkout but in some instances will be free for road services over a certain amount.
Can I track my order?
Once your order has been dispatched, Global-e will send you a shipment confirmation email with tracking details. You can track your order here.
Please note, Global-e may send your order in multiple parcels in order to get your items to you as quickly as possible. In this case, you will be provided with a separate tracking number for each delivery.
Orders for the Republic of Ireland are delivered by DPD. Please follow the instructions included within your order.
What should I do if I have an issue with my order?
If you receive an item that is not in perfect condition, does not contain all the items listed in your shipping confirmation email or hasn't arrived within the expected time, please contact our Help Desk.
How do I withdraw from my contract with you if I change my mind?
Your legal right of withdrawal. If you live in Europe you have a legal right of withdrawal (which means you can cancel you order without giving any reason). The withdrawal period will expire after 14 days from the day on which you acquire possession of the goods. You right of withdrawal does not apply where you have ordered goods that are made to your specifications or are clearly personalised).
Exercising your right of withdrawal. You must notify us of your intent to withdraw within 14 days from the day you receive the goods. If you wish to make use of this right, please complete this form and email it to service@global-e.com. Please also include a copy of this form inside your order, upon return. You may also use the below model withdrawal form and send it to us at 154 Clerkenwell Road, London, EC1R 5AB or email service@global-e.com, but it is not obligatory.
Returning your goods to us: You must return the goods to us (in accordance with the returns process set out below) at your own cost no later than 14 days from the day on which you notified us. The deadline is met if you send back the goods before the period of 14 days has expired.
Receiving your refund. We will refund you the full value of your order, including the original shipping costs ((except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by Global-e) via the original payment method (unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such refund) without undue delay and in any event no later than 14 days of receiving the goods back or if earlier, from the day we receive evidence of the goods being sent back.
Taking reasonable care of the goods. You have a duty to take reasonable care of goods. Items must be returned with all original packaging and hang tags and in their original saleable condition. Global-e may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you (handling of the goods includes what is necessary to establish the nature, characteristics and functioning of the goods).
How do I return my order?
Please follow the procedures within your order paperwork and below so we can process your return as quickly as possible.
You can return any purchased items, under the conditions listed in the Return Policy section, through our delivery carrier. To return an item please follow these simple steps: Go to the Global-e Returns Portal, enter the order ID and email address you used to place your order.
Select the item(s) you wish to return by adjusting the quantity and select the return reason. A copy of the return label will be emailed to you.
Pack the item(s) you wish to return in their original condition, with the original packaging, in a single box. Seal the box, print the returns label, and affix it securely to the outside of the package.
Print and sign the commercial invoices provided to you in the email. We recommend that you ensure the return shipment and retain a proof of postage, as it is your responsibility to take reasonable care of the goods and you will be liable for any damage sustained to them until we receive them back at our warehouse.
Returns can only be accepted via this process, this is to ensure that the appropriate customs clearance documentation is generated.
Please note that the cost of return shipping may vary from country to country and will be deducted from the refund you are issued.
Global-e will credit the full amount to the original purchaser's payment card or PayPal account, excluding any shipping and return delivery costs (except where you are exercising your 14 day right of withdrawal or the good is found to be faulty).
Refunds may only be requested by the person who originally placed the order and will be processed via the original payment method.
Card refunds can take up to 10 working days to be processed by your bank. This varies greatly between card issuers and unfortunately, we are unable to influence this.
We are sorry but currently we are unable to provide exchanges for international orders. Please contact our Help Desk for help returning your items and placing a new order.
