Customer Service

We’re here to help

Frequently Asked Questions

Placing an order

If you’d like to cancel or change your order, please get in touch with us as soon as possible by emailling orders@brckwrks.com

In general, we can only make changes or cancel the order with the first 24 hours. If it has already been dispatched, it is definitely too late!

If you’d like to change your shipping address, please get in touch with us as soon as possible by emailling orders@brckwrks.com

In general, we can only make changes or cancel the order with the first 24 hours. If it has already been dispatched, it is definitely too late!

All UK orders are free delivery.

Anywhere else if your order is over £35, you also get free delivery.
if not it is £8, plus £1 for each additional item.

Shipping times vary hugely depending on your location and the shipping option you have chosen at checkout.

Remember that it takes us 1-2 working days to process your order in the workshop then it is dispatched. After that, shipping times are typically as follows:

Shipping to the UK
Free – UK 48 hour tracked shipping usually takes 2-3 working days to arrive if there are no delays.

Express 24 – UK 24 hour tracked shipping usually takes 1-2 working days to arrive if there are no delays.

Shipping to Europe
European tracked shipping usually arrives in 1-2 weeks

Shipping to the USA
USA tracked shipping usually arrives in 2-3 weeks

Shipping to the rest of the world
Rest of world tracked shipping usually arrives in 2-4 weeks.

Please bear in mind that these times are only estimates. There can sometimes be unexpected delays that we have no control over, especially when orders get held up in customs.

If there’s a mistake we’ll do our best to correct it quickly and offer you a replacement. If you’d rather have a refund, do let us know. Please get in touch within 2 weeks of receiving your order.

For items that are not personalised, we may be able to accept a return. Get in touch and talk to us about it, but some of these items are also printed to order. You can get in touch by email at return@brckwrks.com

Please order as early as possible to avoid disappointment. The below are the LATEST dates we recommend ordering by.

If you would like your order to arrive in time for Christmas, please order BEFORE the following dates…

UK normal shipping: 15th December

UK express shipping: 18th December

Europe normal shipping: 8th December

Europe express shipping: 13th December

USA & Canada normal shipping: 4th December

USA & Canada express shipping: 11th December

Australia, New Zealand & rest of the world shipping: 1st December

Please note, we cannot absolutely guarantee your order will arrive on time – Christmas shipping is notoriously slower than normal shipping and, if you are overseas, there may be delays with customs etc. Unfortunately, we have no control over this

it usually takes us 1-2 working days to process your order in our workshop for it to be ready to be shipped out to you. Please bear in mind that the workshop is not open at weekends or on UK bank holidays.

For orders containing bespoke items, e.g. bespoke heads or bespoke torsos, it may take a few days longer.

You should receive an automatic email when your order has shipped. If the email hasn’t come through to you, please check your junk folder. If it’s not there either and you think your order should have shipped by now, feel free to email us at info@brckwrks.com

With countries outside of the UK, we are sometimes seeing delays due to customs issues. As it gets closer to Christmas, there can also be delays due to the high volume of post.