FAQs

1. Using the Store

How to check the status of an order on the website?

To check the status of your order, you need to be a registered user of the store. After logging in at https://demo.brubeck.co.uk/moje-konto/orders, you can track the status of your order. Relevant information can also be obtained by phone (+44 (0) 7484 040147), email (sales@brubeck.co.uk), or via chat on the website www.brubeck.co.uk.

How to place an order on the website?

a) Select the product you are interested in and specify the quantity, colour, and size. Use the “ADD TO BASKET” button;

b) To review and verify the contents of your order, click the “BASKET” button located in the top right corner of the page;

c) Use the “CHECKOUT” button, then fill in and verify the details of your order: delivery address and the address for the invoice/receipt;

d) Choose the delivery method from the list of offered companies: Royal Mail or APC Courier;

e) Choose the payment method via the ApplePay or PayPal platform.

The basic condition for order fulfilment is the correct completion of the order form by the Customer. After placing the order, a confirmation email will be sent to the provided email address.

In which physical stores can you buy BRUBECK brand products?

The Brubeck brand does not have its own physical stores. However, we have retail points that cooperate with us and sell our assortment. The location of the stores can be found on the brand’s main website in the CONTACT/WHERE TO FIND US section:

LIST OF BRUBECK DISTRIBUTORS

2. Shipping / Delivery Time / Payment Method

Meaning of online order status

pending: order placed by the Customer, unpaid, awaiting processing by the sales department (we work Mon-Fri 8.00-16.00)
paid: order placed by the Customer, paid, awaiting processing by the sales department (we work Mon-Fri 8.00-16.00)
processing: order paid, accepted for processing by the sales department, handed over for packing
completed: order packed by the warehouse, sent to the specified address.
error: order incorrectly paid, credit card refusal, transfer refusal, etc.
cancelled: order cancelled at the Customer’s request or exceeding the 2-week deadline from placing the order.

How much does shipping cost?

SHIPMENT METHOD	Order Value under 50GBP	Order Value over 50GBP
Royal Mail (delivery time 24-48h)	4.50 GBP	free
APC Courier (delivery time 24-48h)	4.50 GBP	free

How long does order processing take?

The order is assembled and shipped within 24-48 hours from the moment the payment is credited. The exception is when the ordered product is currently out of stock. We will then communicate the possible shipment date on the email provided by you in your account.

Do you ship internationally?

We deliver ordered goods within the country. For international shipping, relevant information can be obtained by phone (+44 (0) 7484 040147), email (sales@brubeck.co.uk). Products can also be ordered from our international distributors. We also fulfil orders with the option of personal collection at the company’s headquarters.

What are the payment methods?

a) Cash on delivery – The Customer makes a cash payment upon receipt of the shipment at the company’s headquarters.

b) Prepayment – The Customer makes a payment via the PayPal.pl platform before delivery, using the available options:

– Payment cards: Visa, Visa Electron, MasterCard, Maestro

– Mobile payments: ApplePay, GooglePay.

Can the payment method or shipping be changed after the order is generated?

Such a change can only be made by Customer Service. It is best to do this as soon as possible before the invoice is generated. The Customer provides the order number to be changed and the information that has changed.

PRODUCTS / SIZE

Is there a way to filter products by size?

Yes. On the website, it is possible to filter clothing by size. On the left side, there is a menu that allows you to filter products in various ways. You need to click the “GENERAL SIZE” filter and select the size you are interested in. After performing this action, all products meeting this criterion will be displayed. Filters can be combined with others, e.g., size, season, type of activity.

How to determine glove size?

S/M

Length measured to the longest finger: 25 cm
Wrist width: 8 cm
Width measured from the thumb: 9 cm

L/XL

Length measured to the longest finger: 27 cm
Wrist width: 9 cm
Width measured from the thumb: 10 cm

XXL

Length measured to the longest finger: 29 cm
Wrist width: 10 cm
Width measured from the thumb: 12 cm

However, these dimensions do not reflect the correct glove sizes because the fabric they are made from is very elastic. Each glove size will stretch by a few more centimetres.

Where can I find the size chart?

The size chart is available on the product page. Click the link titled “SIZE CHART” located to the right of the product image.

4. MAINTENANCE

How to care for BRUBECK clothing?

Thermoactive clothing made of synthetic fibres can be machine washed at temperatures up to 40°C.
Do not use fabric softeners or conditioners, as their action neutralises the thermoactivity of the clothing.
Thermoactive clothing made of merino wool should be hand washed at 30°C using soap flakes or regular grey soap.
Hand washing thoroughly removes persistent dirt, for which no bleaches or other discolouring agents can be used.
Do not tumble dry thermoactive clothing.
Do not iron thermoactive clothing.

How to care for BRUBECK Barefoot footwear?

Merino wool footwear can be machine washed at temperatures up to 30°C.
It is recommended to wash merino wool footwear in a fabric bag with the addition of a wool detergent or soap flakes.
Do not use fabric softeners or conditioners.
We recommend drying footwear at room temperature, away from heat sources.
For drying footwear, we recommend using shoe trees.
Do not tumble dry merino wool footwear or dry it in the sun.

5. COMPLAINTS / RETURNS

How are complaints handled?

All products purchased through the store https://demo.brubeck.co.uk/ are subject to warranty claims. A complaint can be submitted electronically and sent to sklep@brubeck.pl. The complaint should include a description of the problem. The seller will review the complaint promptly, but no later than within 14 days, and respond to the customer.

Please send the complained products to the address: Performance Wear Ltd, 77 Alston Drive, Bradwell Abbey Industrial Estate, Milton Keynes, MK13 9HG – Complaints Department.

If the complaint is resolved in favour of the customer, the value of the returned order is transferred according to the customer’s wishes by bank transfer to the provided account.

Please include a copy of the original receipt/invoice and a completed and signed Complaint Form with the returned products.

Can a complaint be submitted to our online store if the goods were purchased in another sports store?

In such a case, the complaint must be submitted to the store where the goods were purchased (the store should inform you about the complaint process). The store then sends the complaint to our company as the manufacturer. If the goods were not purchased on the store’s website, there is no order number and invoice to which a correction can be made in case of a complaint and refund. At the given point, please provide the customer’s request (refund, repair, exchange).

How does the exchange/return of products purchased in the online store work?

If the delivered goods do not meet the customer’s expectations, they have the right to return them (withdraw from the contract) within 14 days of receiving the shipment.

The exchange of purchased goods in the online store involves returning the products and placing a new order.

Please send the returned products to the address: Performance Wear Ltd, 77 Alston Drive, Bradwell Abbey Industrial Estate, Milton Keynes, MK13 9HG.

The transaction cost refund is made by PayPal to the provided account.

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