Welcome to the London Souvenir FAQ page. Here you’ll find information regarding products, orders, shipping, payments, returns, and store policies.
If you cannot find the information you are looking for, please contact us at support@brushcreekpottery.com.
GENERAL QUESTIONS
1. What is London Souvenir?
London Souvenir is an online store offering a variety of gift and souvenir products across the following categories:
- Everyday Premium Gifts
- Keepsake & Memory Gifts
- Home Decoration Gifts
- Executive & Professional Gifts
2. Where are you located?
Our business address is:
97 Westminster Bridge Rd
London SE1 7HR
United Kingdom
3. How can I contact you?
You can contact us using the following details:
Email: support@brushcreekpottery.com
Phone: +44 20 7928 8908
ORDER QUESTIONS
4. How do I place an order?
Browse our website, select a product, add it to your cart, and proceed through the checkout process.
5. Can I modify or cancel my order?
Requests to modify or cancel an order should be submitted before processing begins. Once an order has entered processing, changes may not be possible.
6. Will I receive an order confirmation?
Order-related confirmation emails are generally sent after an order has been successfully submitted. If you do not receive a confirmation email, please check your spam or junk folder and contact us if necessary.
SHIPPING & DELIVERY
7. How long does delivery take?
Estimated delivery timeframe:
- Processing Time: 1–2 business days
- Transit Time: 3–4 business days
Estimated delivery times are provided for reference and may vary.
8. How much does shipping cost?
Current shipping charges, if applicable, are displayed during checkout before payment is completed.
9. What is your order cut-off time?
Our daily order cut-off time is:
5 PM (GMT UTC +0)
10. Do you provide tracking information?
Tracking information may be available depending on the shipping method and carrier services used.
11. What happens if I enter the wrong address?
Customers are responsible for providing accurate shipping information. Incorrect or incomplete address details may result in delays, delivery issues, or additional charges.
PAYMENT QUESTIONS
12. What payment methods do you accept?
Available payment methods are displayed during checkout.
13. How are payments processed?
Payments are processed through third-party payment providers available on our website.
14. Can a payment be declined?
A payment may be declined by a bank, card issuer, or payment provider for various reasons.
RETURNS & REFUNDS
15. What is your return policy?
Return eligibility, conditions, and timeframes are outlined in our Return & Refund Policy.
16. Who pays for return shipping?
Return shipping responsibilities are explained in our Return & Refund Policy.
17. Do you provide return labels?
Return label availability depends on the circumstances of the return request and the applicable return conditions.
18. How are refunds handled?
Refund requests are reviewed in accordance with our Return & Refund Policy. Processing times may vary depending on the payment provider and financial institution.
19. Is there a restocking fee?
Any applicable fees will be disclosed within our Return & Refund Policy.
20. Can I return used items?
Return eligibility depends on the condition of the item and the requirements outlined in our Return & Refund Policy.
PRODUCT QUESTIONS
21. What types of products do you sell?
We currently offer products within the following categories:
- Everyday Premium Gifts
- Keepsake & Memory Gifts
- Home Decoration Gifts
- Executive & Professional Gifts
22. Are product sizes and specifications available?
Where applicable, product dimensions, specifications, materials, and other relevant details are provided on the product pages.
ORDER ISSUES
23. What if my order is delayed?
Delivery schedules may be affected by carrier operations, weather conditions, public holidays, transportation disruptions, or other external factors.
24. What if I receive a damaged or incorrect item?
Please contact us as soon as reasonably possible and provide details of the issue along with photographs where available.
PRIVACY
25. Do you collect personal information?
Information may be collected when customers visit our website, place orders, or contact us. Additional details are available in our Privacy Policy.
26. Is information shared with third parties?
Information may be shared with service providers where necessary to process payments, fulfil orders, coordinate deliveries, or operate our website.
CUSTOMER SUPPORT
27. How can I contact customer support?
You may contact us using the details provided below.
28. What information should I include when contacting support?
To help us review your enquiry, please include:
- Order number (if applicable)
- Description of the enquiry
- Photographs or supporting information where relevant
CONTACT INFORMATION
Store Name: London Souvenir
Business Address: 97 Westminster Bridge Rd, London SE1 7HR, United Kingdom
Phone: +44 20 7928 8908
Email: support@brushcreekpottery.com
Business Hours
Our customer service hours are from 9:00 AM to 5:00 PM, Monday through Friday (GMT UTC +0)
Order Cut-off Time
5 PM (GMT UTC +0)