Frequently Asked Questions

I hope I’ve got an answer to your question below. If not, please visit the Contact Us page for ways to get in touch and I’ll do my best to help.

Your Account

Do I need to set up an account to place an order?

I do ask that you create an account before placing your first order; there are a lot of benefits to using a BRYHT account, for example you can view your order progress, order history and manage your billing and shipping details.

For details on how your personal information is handled please visit the Privacy Policy page.

I Cancelled a payment in PayPal – has any payment been taken?

No payment will be taken by PayPal if you elect to Cancel the payment on the PayPal payment page. You can also check the status of the order under under My Account – it should show a status of cancelled.
If you think payment has been taken please get in touch using details on the Contact Us page so that I can look into it for you.

PayPal displayed an Error – has any payment been taken?

If your payment was unsuccessful when paying through PayPal then your card will not have been charged. If you think that a payment has gone through please Contact Us for further help.

My payment was declined – has any payment been taken?

If your payment was declined when paying through PayPal then your card will not have been charged. If you think that such a payment has gone through please Contact Us for further help.

How do I change my password?

To change your password go to the Login/Register page and select the Forgot Password option then follow the on-screen instructions to request a password reset (you will need access to your email for this as a confirmation email will be sent to you to confirm that you wish to change your password).

Please note that if you select the option to reset your password while logged in to your account the system will log you out and take you to the Login/Register page to follow the steps as above.

How do I view or change my account details?

To view or change your account details please login to your account using the login link at the top of the page. On successfully logging in you will be able to view your account and update your account details.

Is my account information kept private?

I am committed to respecting & protecting the privacy of all of my customers and visitors to the BRYHT website.

Please see the Privacy Policy for more detailed information.

Orders

Can I order an ‘out of stock’ item?

For items that are out of stock on the website that you are interested in ordering please visit the Contact Us page for ways to get in touch so that I can give you the latest information on when I expect new stock in. I am very happy to reserve items for Customers from expected shipments.

Can I change my order?

Possibly! If your order has not been packed & despatched then it is possible to change it – please Contact Us so that I can help with this.

How do I know you have received my order?

When you place your order the prder system will send you an email setting out your order details. If you do not receive an email please check your spam/ junk email as it may be lurking there!

If you spot any problems with the order details please let me know so that I can help fix them.

I have a coupon code – how do I use it?

You can enter your coupon code:

in the coupon box in your shopping cart, or

in the coupon box on the checkout page

If the coupon does not appear to work please Contact Us so that I can help to resolve the problem.

Do prices include VAT?

Yes, all products include VAT at the relevant rate.

Order Status

What does my order status of Pending mean?

If you order is showing a status of Pending it means that I have not yet received payment for the order.

This usually applies to bespoke orders where I have set up an order and linked it to your account rather than you having gone through the online checkout process.

Once your payment has been received the order status will be updated to Processing.

What does my order status of Completed mean?

If you order is showing a status of Completed it means that I’ve packed your parcel and sent it on its way.

Where tracking information is available for your parcel I will add it as a note to your order which should trigger a further ‘Note added to Order’ email to you. You can also view any notes by viewing your order details under My Account.

What does my order status of Processing mean?

If your order is showing a status of Processing it means that I have received payment for the order and I need to get a wiggle on to pack and send your parcel.

Once your order has been sent the order status will be updated to Completed.

What does my order status of on-hold mean?

If you order is showing a status of on-hold it means that I have not yet received payment for the order.

Once your payment has been received the order status will be updated to Processing.

Payment Using PayPal

PayPal payment page is only showing one item – I ordered more than that!

One of the features with PayPal is that as our products are listed with VAT PayPal may group them together into one ‘item’ on the PayPal payment page.

If you move the cursor over this grouped item a popup dialog should be displayed which shows all of the items in the order.

PayPal displayed an error – has any payment been taken?

If your payment was unsuccessful when paying through PayPal then your card will not have been charged. If you think that a payment has gone through please visit the Contact Us page for ways to get in touch for further help.

My payment was declined – has any payment been taken?

If your payment was declined when paying through PayPal then your card will not have been charged. If you think that a payment has gone through please visit the Contact Us page for ways to get in touch for further help.

I Cancelled a payment in PayPal – has any payment been taken?

No payment will be taken by PayPal if you elect to Cancel the payment on the PayPal payment page. You can also check the status of the order under under My Account – it should show a status of cancelled.
If you think payment has been taken please visit the Contact Us page for ways to get in touch so that I can look into it for you.

Is it safe to pay BRYHT online with my credit / debit card?

I use PayPal to provide a secure payment portal for you.

The BRYHT website does not store any of your card details as all card payments are handled by the independent secure payment site provided by PayPal.

Which payment methods does BRYHT use?

Payments are made through PayPal with all major cards being accepted including VISA, Mastercard, Maestro and American express cards.

You do not need to have a PayPal account to pay through PayPal as they provide a ‘Guest’ option for payment.

Delivery

I think my order is lost – what should I do?

For UK mainland deliveries parcels should arrive within 10 days (they should arrive much sooner than this but they can potentially take up to 10 days).

Where I have provided a tracking number for your delivery please check this with the carrier to see what they have recorded for your parcel’s journey. If the tracking information is not helpful please Contact Us so that I can help.

Can I track my delivery?

If your delivery is being made using a tracked service I will add a note to your order details and send you an email detailing the tracking number so that you can then check where it is on its travels.

You can also view the tracking number by logging in to your account and View the order – the Tracking number should be visible on the order details screen.

If you have any problems with the tracking please Contact Us so I can look into it for you.

What are the delivery charges and how long does delivery take?

For detailed information on delivery charges and timescales please see the Delivery Policy.

Returns & Refunds

How will I receive my refund?

I will process your refund using the method of payment that you used to make the original purchase; for example where payment was made using a credit card the refund will be processed back to the same credit card used.

In exceptional circumstances I may send you a cheque if it is not possible to process the refund via the original method of payment.

How do I go about returning an item?

If you do wish to return an item I ask that you return it to me within 14 days of receipt. Please make sure that it is returned unused, with its original packaging and tags intact. For full information please see the Returns Policy.

How long do I have to return an item?

If you do wish to return an item I ask that you return it to us within 14 days of receipt. Please make sure that it is returned unused, with its original packaging and tags intact (this does not affect your statutory rights). For full information please see our Returns Policy.

I think there is something wrong with my order – what should I do?

Please get in touch using the Contact Us form so that I can help you.

Privacy

Is my account information kept private?

I am committed to respecting & protecting the privacy of all of my customers and visitors to the BRYHT website.

Please see the Privacy Policy for more detailed information.

Products

Can I order an ‘out of stock’ item?

For items that are out of stock on the website that you are interested in ordering please visit the Contact Us page for ways to get in touch so that I can give you the latest information on when I expect new stock in. I am very happy to reserve items for Customers from expected shipments.

How accurate are the product image colours?

I make every effort to ensure that the product images displayed on my website are as accurate as possible. Due to the way that colours are displayed on a computer screen I cannot guarantee an exact colour match to the product as displayed on your screen.

I would like more information on a product

If you would like further information on a product then please feel free to Contact Us.

Where can I find information on product care?

Most of the products that I sell have very straightforward product care instructions; a summary of the care instructions can be found here.

Newsletter

How do I sign up for the Newsletter?

All I need for you to start receiving our Newsletters is a valid email address. You can also provide your name if you wish to (it will help to make the Newsletter a little bit more personal).

Full details on how to sign up to my Newsletter are provided on the Newsletter page.

How do I unsubscribe from the Newsletter?

You can unsubscribe at any time by selecting the option at the bottom of any of the Newsletter emails you have received. Alternatively you can Contact Us to do this for you (it’s best if you put the request in an email to us just so I can check it is genuinely a request from you).

Product Warranties

BRYHT Products

Although I take great care over the quality of the manufacture of BRYHT products occasionally a problem can arise which has slipped through all of the product checks.

I evaluate each product failure individually and in most cases I will either replace the bag or provide a refund, depending on your preference, given that the problem is beyond normal wear and tear.

Where I no longer stock the exact product I will endeavour to offer an alternative or a refund.

To try and make warranty enquiries go as smoothly as possible in first instance I will ask you to email one or two photos of the faulty product, however I may also ask you to send the bag back as well so that it can be evaluated in person (the return shipping cost will be refunded where the bag is accepted for replacement or refund).

The easiest way to get in touch is to use the contact details on the Contact Us page.

General Warranty

For anything other than BRYHT products the warranties are as stated by the original brand e.g. Mountainsmith and Po Campo.

If you do experience an issue with a product purchased through my website please do get in touch using the contact details on the Contact Us page.

Website

Why do you use the Captcha system on contact forms - they're frustrating!

I am sorry for any frustration caused by the use of the CAPTCHA system on the BRYHT contact forms – I have introduced it due to the volume of spam emails I was receiving.

How accurate are the product image colours?

I make every effort to ensure that the product images displayed on my website are as accurate as possible. Due to the way that colours are displayed on a computer screen I cannot guarantee an exact colour match to the product as displayed on your screen.

Do I need to set up an account to place an order?

I do ask that you create an account before placing your first order; there are a lot of benefits to using a BRYHT account, for example you can view your order progress, order history and manage your billing and shipping details.

For details on how your personal information is handled please visit the Privacy Policy page.

How do I change my password?

To change your password go to the Login/Register page and select the Forgot Password option then follow the on-screen instructions to request a password reset (you will need access to your email for this as a confirmation email will be sent to you to confirm that you wish to change your password).

Please note that if you select the option to reset your password while logged in to your account the system will log you out and take you to the Login/Register page to follow the steps as above.

I’ve got a comment about the website

I am always happy to receive comments or suggestions about the website – please get in touch to send me your thoughts.

If you would like more information on improving your experience of the website through accessibility options please go to the Accessibility area.