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Frequently Asked Questions (FAQ)
BRASNETT MODE LTD — We’re Here to Help
Effective Date: October 25, 2026
Last Updated: October 25, 2026
Welcome to the BRASNETT MODE LTD Help Centre.
We understand that shopping for jewellery online can raise questions about product materials, sizing, payment methods, delivery times, returns, and after-sales support.
Below, you will find answers to frequently asked questions to help make your shopping experience as straightforward as possible.
If you cannot find the information you need, please contact us at payment@brasnettmode.net.
1. About BRASNETT MODE LTD
Q1. What is BRASNETT MODE LTD?
BRASNETT MODE LTD is a UK-registered business operating an online store focused on women’s jewellery and fashion accessories.
Our collection may include necklaces, rings, bracelets, earrings, and jewellery sets.
Our official website is https://brasnettmode.net.
Q2. Where is your company located?
Our registered business address is:
4 SUNMEAD WALK
CAMBRIDGE
ENGLAND
CB1 9YB
UNITED KINGDOM
This is our registered business address and should not automatically be considered a retail showroom or customer collection location.
Q3. Do you have a physical jewellery store?
Our website provides an online shopping experience.
We do not advertise a physical walk-in store or collection service unless such an option is expressly confirmed on our website.
Q4. How can I contact your customer service team?
You can contact us using the following details:
Email: payment@brasnettmode.net
Telephone: +44 7883404547
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM (UK Time).
We aim to respond to general enquiries within 1–2 business days.
2. Jewellery Products
Q5. What types of jewellery do you sell?
Our online collection focuses on women’s jewellery and accessories.
Depending on availability, products may include necklaces, pendants, bracelets, bangles, rings, earrings, and coordinated jewellery sets.
Please visit our website to view the current collection.
Q6. What materials are your jewellery products made from?
Materials vary depending on the individual product.
Some jewellery may feature stainless steel, plated metals, alloys, or other materials where specified.
Please refer to the relevant product description for accurate material information.
Q7. Is your jewellery waterproof?
Water resistance depends on the materials, finish, and construction of each product.
Unless an item is specifically described as suitable for water exposure, we recommend removing it before showering, swimming, or bathing.
Q8. Is your jewellery hypoallergenic?
We do not make a universal hypoallergenic claim for all products.
Customers with known metal sensitivities should review the material information for the individual item before purchasing.
If you need additional information, please contact our customer service team.
Q9. Will gold-plated jewellery lose its colour?
Gold-plated finishes may gradually change with regular wear, friction, moisture, and exposure to certain chemicals.
Appropriate cleaning and storage may help preserve the appearance of plated jewellery.
Please refer to our Jewelry Care page for further guidance.
Q10. How do I choose the correct ring or bracelet size?
We recommend checking the measurements and available size options shown on the product page.
If you are unsure about a particular item, please contact us with its product name or link.
Q11. Will the jewellery look exactly like the product photographs?
We aim to present product photographs and descriptions accurately.
Minor visual differences may occur because of lighting, screen settings, and other display conditions.
The product supplied must still conform to its description and applicable consumer protection requirements.
3. Orders and Checkout
Q12. How do I place an order?
To place an order:
Browse our jewellery collection.
Select your preferred product and available variation.
Add the item to your shopping cart.
Proceed to checkout.
Enter the required billing and delivery information.
Select an available payment method.
Review and submit your order.
After checkout, you should receive an order acknowledgement at the email address provided.
Q13. Can I place an order without creating an account?
Account requirements depend on the checkout options enabled on our website.
If guest checkout is available, you may complete your purchase without registering an account.
Q14. Can I change my order after placing it?
If you need to change your order, please contact us as soon as possible.
Email: payment@brasnettmode.net
Include your order number and the requested change.
We will review whether the change can be accommodated before dispatch.
Once an order has been dispatched, changes may no longer be possible.
Your applicable statutory cancellation rights remain unaffected.
Q15. Can I cancel my order?
Please contact our customer service team as soon as possible if you wish to cancel.
If your order has already been dispatched, you may need to follow the applicable cancellation and return procedure.
Eligible UK online purchases generally benefit from statutory cancellation rights, subject to relevant legal exceptions.
For further information, please review our Returns & Exchanges Policy.
Q16. What should I do if I do not receive an order confirmation?
Please check your spam or junk email folder.
If you still cannot find the confirmation, contact us with your name, checkout email address, and relevant transaction information.
Please do not send complete card numbers or security codes.
4. Payment Information
Q17. What payment methods do you accept?
The available payment methods are displayed during checkout.
Depending on the payment services enabled on our website, these may include eligible credit cards, debit cards, or supported digital wallets.
Please refer to the checkout page for the payment methods currently available.
Q18. Is it safe to make a payment on your website?
We aim to maintain appropriate security measures for our online store and use supported payment processing services.
Depending on the payment integration, sensitive card information may be processed directly by the relevant payment service provider.
Please review our Secure Payment Policy for further information.
Q19. Why was my payment declined?
Payments may be declined because of insufficient funds, incorrect card information, authentication issues, bank restrictions, or technical problems.
Please check your payment details or contact your payment provider.
If the issue continues, you may contact our customer service team.
Q20. What currency will I be charged in?
The applicable currency and order total are displayed during checkout.
International customers may incur currency conversion charges imposed by their bank or payment provider.
Q21. Can I receive an invoice or payment confirmation?
Your order acknowledgement should provide relevant purchase information.
If you need additional payment documentation, please contact our customer service team with your order number.
5. Shipping and Delivery
Q22. How long does order processing take?
Our standard order processing estimate is 1–3 business days, excluding weekends and UK public holidays.
Processing time is separate from the estimated shipping transit time.
Q23. How long does delivery take?
Estimated shipping transit times after order processing are:
| Destination | Estimated Delivery Time |
|---|---|
| United Kingdom — Standard | 3–7 business days |
| United Kingdom — Express | 1–3 business days |
| Europe | 5–12 business days |
| United States | 7–15 business days |
| Canada | 7–15 business days |
| Australia | 7–18 business days |
| New Zealand | 7–18 business days |
| Other Supported Destinations | 10–20 business days |
These are estimates rather than guaranteed delivery dates.
Actual delivery times may vary because of carrier operations, customs processing, local conditions, and other circumstances.
Q24. Do you offer international shipping?
International delivery may be available to supported destinations.
The countries and shipping services available for a particular order are determined by the options presented during checkout.
Q25. How much does shipping cost?
Shipping charges depend on the delivery destination and available shipping method.
The applicable shipping cost will be displayed during checkout before you confirm your purchase.
Q26. Do you offer express shipping?
Express shipping may be available for eligible UK orders.
Where offered, the estimated transit time is generally 1–3 business days after dispatch.
Availability and charges are displayed at checkout.
Q27. How can I track my order?
If tracking information is provided for your shipment, it may be included in your dispatch confirmation.
You can use the tracking details supplied to follow your delivery.
If you need assistance, contact us with your order number.
Q28. What should I do if my order is delayed?
Please check any available tracking information first.
If your order has not arrived within the expected timeframe, contact:
We will review the available shipping information and assist with the next steps.
Applicable legal delivery rights remain unaffected.
Q29. Will I need to pay customs duties or import taxes?
International orders may be subject to import duties, taxes, or customs processing charges.
The applicable treatment depends on the destination and the terms disclosed during checkout.
Please review our Shipping Policy for more information.
6. Returns and Exchanges
Q30. What is your return policy?
We offer a voluntary 30-calendar-day return period for eligible jewellery products.
The period begins on the date the customer receives the order.
Return conditions and applicable exclusions are explained in our Returns & Exchanges Policy.
Statutory consumer rights remain unaffected.
Q31. How do I request a return?
Please email:
Include your order number, product name, and details of your request.
Our team will provide the relevant return instructions.
Customers may exercise statutory cancellation rights by communicating a clear cancellation statement within the applicable legal period.
Q32. Can I exchange a ring for a different size?
Eligible ring size exchanges may be available, subject to stock availability and applicable return conditions.
Please contact our customer service team with your order number and preferred replacement size.
Q33. Can I return earrings?
Return eligibility depends on the product and circumstances.
Certain qualifying sealed hygiene-sensitive products may be subject to statutory cancellation exceptions if the legal requirements are met.
However, earrings are not automatically excluded from all returns.
Statutory rights for faulty or misdescribed products remain unaffected.
Q34. Who pays for return shipping?
For voluntary change-of-mind returns, customers may be responsible for direct return shipping costs where this has been properly disclosed before purchase.
Where we are legally responsible for return costs, including applicable faulty-goods situations, we will meet our obligations.
Q35. Where should I send a return?
Please contact our customer service team for the applicable return address.
Do not assume that our registered business address is the return processing location.
Any legally required return-address information will be provided in accordance with applicable consumer law.
7. Refunds
Q36. How long does a refund take?
For eligible voluntary returns, we aim to initiate approved refunds within 5–10 business days after receipt and assessment.
Statutory refund deadlines take priority.
For qualifying statutory cancellations, refunds must generally be issued within the applicable 14-day legal timeframe, calculated according to the relevant circumstances.
Q37. How will I receive my refund?
Refunds are normally made to the original payment method.
The time required for funds to appear in your account depends on the payment provider or financial institution.
Q38. Will my original shipping fee be refunded?
For qualifying statutory cancellations, the original standard delivery charge will be refunded where required by law.
Additional charges for a more expensive delivery service may not be refundable.
For other voluntary returns, the applicable terms disclosed before purchase will apply.
Q39. What if I receive damaged or incorrect jewellery?
Please contact us with your order number and a description of the problem.
Photographs may help us investigate but are not an absolute requirement for exercising statutory rights.
We will provide an appropriate remedy in accordance with applicable consumer protection law.
8. Jewelry Care
Q40. How should I clean my jewellery?
Cleaning methods depend on the product’s materials and finishes.
In general, we recommend using a soft, non-abrasive cloth.
Avoid harsh chemicals and unsuitable cleaning solutions.
Please review our Jewelry Care page for detailed guidance.
Q41. Can I wear my jewellery while swimming?
We recommend removing jewellery before swimming unless the product is specifically described as suitable for such exposure.
Chlorine and salt water may affect certain materials and finishes.
Q42. How should I store my jewellery?
We recommend storing jewellery in a clean, dry environment.
Keep delicate chains and plated pieces separated where practical to reduce tangling and scratching.
Q43. Why has my jewellery changed colour?
Some jewellery finishes may change over time because of regular wear, friction, environmental exposure, or contact with chemicals.
However, a colour change does not automatically establish that a product is free from defects.
If you believe the item is faulty or does not match its description, please contact us.
9. Privacy and Account Security
Q44. How is my personal information used?
We process personal information for purposes such as order fulfilment, customer support, payment administration, and other activities described in our Privacy Policy.
Applicable privacy rights are explained in that policy.
Q45. Do you store my payment card details?
The handling of payment card information depends on the payment provider and checkout integration.
Sensitive card information may be collected and processed directly by the relevant payment service provider.
Please review our Secure Payment Policy for further details.
Q46. How can I request access to or deletion of my personal information?
You can contact us at:
We will review your request in accordance with applicable data protection laws, including any relevant retention obligations.
10. Customer Service
Q47. What are your customer service hours?
Our customer service hours are:
Monday – Friday: 9:00 AM – 5:00 PM (UK Time)
Saturday, Sunday and UK Public Holidays: Closed
Q48. How quickly will you respond to my enquiry?
We aim to respond to general enquiries within 1–2 business days.
Complex enquiries may require additional investigation.
Q49. What information should I include when contacting customer support?
For order-related enquiries, please provide:
Full name.
Order number.
Email address used at checkout.
Product name, where relevant.
Description of your enquiry.
Please do not send complete card numbers, banking passwords, or payment authentication codes.
Q50. Where can I find your store policies?
Our website provides information about our shopping terms and customer services through pages such as:
Terms of Service.
Privacy Policy.
Shipping Policy.
Returns & Exchanges.
Secure Payment.
Jewelry Care.
Contact Us.
Please review the relevant policy for complete information.
Still Have Questions?
If you need additional assistance, our customer service team is available during normal business hours.
BRASNETT MODE LTD
Registered Business Address:
4 SUNMEAD WALK
CAMBRIDGE
ENGLAND
CB1 9YB
UNITED KINGDOM
Official Website: https://brasnettmode.net
Customer Service Email: payment@brasnettmode.net
Telephone: +44 7883404547
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM (UK Time)
Saturday, Sunday & UK Public Holidays: Closed
General Response Target: 1–2 business days.
Thank you for choosing BRASNETT MODE LTD.
BRASNETT MODE LTD — Jewellery for Every Expression of Style.
© 2026 BRASNETT MODE LTD. All Rights Reserved.