Welcome to Big Brand Store’s FAQ section. We’re dedicated to helping you create your perfect outdoor sanctuary with our premium garden furniture and accessories. Below you’ll find answers to our most commonly asked questions about products, delivery, returns, and more.
Product Information
What types of garden products do you offer?
Our carefully curated collections include:
- Bags & Baskets
- BBQ equipment
- Bistro Sets & Tete-a-Tetes
- Chairs & Seat Pads
- Garden Furniture and Patio & Sofa Sets
- Gazebos & Parasols
- Decorative items including solar lights, planters, fencing, sculptures, and garden animals
- Garden maintenance essentials and chemicals
- And much more to transform your outdoor space
Are your products suitable for all weather conditions?
Yes, our garden furniture and accessories are selected for their durability and weather resistance. We also offer protective covers to extend the life of your outdoor investments. Specific care instructions vary by product type and are included with your purchase.
Ordering & Payment
What payment methods do you accept?
We accept the following payment methods:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption technology to protect your payment information and ensure all transactions are secure.
Can I modify or cancel my order after placement?
Order modifications or cancellations must be requested within 24 hours of placement while your order is still in processing. Please contact our customer service team immediately at [email protected] for assistance.
Delivery & Shipping
What delivery options are available?
We offer two reliable shipping methods:
- Standard Shipping (£12.95) via DHL or FedEx – 10-15 days after dispatch
- Free Shipping (orders over £50) via EMS – 15-25 days after dispatch
How long does order processing take?
Orders are typically processed within 1-2 business days. You will receive tracking information once your order leaves our warehouse.
Do you deliver internationally?
Yes, we deliver to most international destinations. However, we are currently unable to ship to remote areas of Asia and select regions. Please note that customs duties and import taxes for international orders are the responsibility of the recipient.
What should I do when my delivery arrives?
Please ensure someone is available to receive and inspect your delivery. Our garden furniture and decorative pieces deserve proper handling from the moment they arrive to ensure they reach your outdoor sanctuary in perfect condition.
Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your Big Brand Store purchase. If for any reason you need to return an item, you have 15 days from the date of receipt to initiate a return. Please contact our customer service team to arrange returns and exchanges.
How do I initiate a return or exchange?
Please contact our customer service team at [email protected] with your order details and reason for return. Our team will guide you through the process and provide return instructions.
Who pays for return shipping?
Return shipping costs depend on the reason for return. Please contact our customer service team for specific details regarding your situation.
Account & Technical Support
Do I need to create an account to place an order?
While creating an account provides benefits like order tracking and faster checkout, it’s not required to place an order. You can checkout as a guest.
I forgot my password. How can I reset it?
Use the “Forgot Password” feature on the login page. You’ll receive an email with instructions to reset your password.
Still Have Questions?
Our customer service team is here to help with any additional questions or concerns. Contact us at:
Email: [email protected]
We’re committed to ensuring your Big Brand Store experience—from browsing our collections to delivery—is as exceptional as the outdoor space you’re creating.