Frequently Asked Questions
When will my products be delivered?
We plan to get your goods to you within five working days of receiving your order. Please note that it’s possible for deliveries to take a little longer at peak times due to high quantities of orders. This is especially true in the four weeks prior to Road Safety Week (November), so please allow plenty of time when ordering within this period.
How do I return products?
You have the right to cancel this contract within 14 days without giving any reason. This cancellation period will expire 14 days after the day on which you (or the person you nominate) received the goods, or received the final item from an order for several items. To exercise your right to cancel, you must inform us in a clear statement sent by post or email to the address below.
PO Box 548
If you cancel this contract, we will refund all payments received from you, including the costs of standard delivery only. We may make a deduction for the loss in value of the goods, if the loss is the result of unnecessary handling by you.
We will make the refund as soon as possible, and no later than 10 working days from the day you return any goods, or provide evidence of return. We may withhold the refund until we have received the returned goods, or you have supplied evidence of having sent back the goods, whichever is the earliest.
We will make the refund using the same means of payment that you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
You shall send back the goods without undue delay and in any event not later than 10 working days from the day on which you communicate your cancellation of this contract to us.
Returned goods should be in perfect condition to obtain the full refund and we ask that you arrange and pay for return postage (unless the goods are faulty). If goods are faulty you can request a replacement instead of a refund.
Charitable donations made with an order cannot be refunded.
I have seen a product but it no longer seems to be in stock
If we are no longer selling an item then it will be removed from the website. If you would like to place an order for an item to be shipped to you once we have it in stock, please email firstname.lastname@example.org.
How do I change my account information?
If you have registered with us for an account, you can change your details by clicking on 'Log in' on the top right hand section of any page. If you are already logged in, click on 'My Account' and amend your details there.
Do you deliver outside the UK?
We do deliver outside the UK. Please call Brake’s admin team on 01484 559909 for a quote.
Why should I Gift Aid my donation?
If you would like to make a donation to Brake in additional to purchasing items, Brake would be very grateful for your support. You can do this by visiting www.brake.org.uk/donate. If you’re a UK taxpayer, please say yes to Gift Aid. For every pound you give Brake, we’ll get an extra 25p from HM Revenue & Customs.
How do I order multiple items to use at a fundraising event?
Many thanks if you’re planning to take part in a fundraising event to support Brake. Your support is appreciated. If you need to order multiple items to support your event, we may be able to offer you a bulk purchase discount. Please email email@example.com or ring 01484 559909.
How can I access support from Brake?
The Brake helpline can be reached on 0808 8000 401 or by emailing firstname.lastname@example.org. The helpline is open 10am to 4pm Monday to Friday. The helpline is for anyone in the UK who has been bereaved or seriously injured in a crash or their carers, whether the crash happened recently or a long time ago. It is also for professionals, such as police officers or health workers, who need information about how to help people affected by a crash. Helpline support is provided in English.