What should I do if there’s an issue with my in-store purchase? – Brown Thomas

If you’ve purchased something in-store and later noticed a potential fault or issue, we’re here to help. The quickest way to resolve it is by returning to the store where you made your purchase. Our in-store teams are product experts and can often assist you immediately.

This article explains what to do next and how we can help if you’re unable to return to store.

Option 1: Visit the store

This is the fastest way to resolve any issue.

Bring the item back to the store where it was purchased
Speak with a team member in the relevant department
Provide your receipt or proof of purchase
Our staff will assess the item and advise you on the next steps, which may include repair, exchange, or follow-up

Option 2: Contact Customer Service (if you can’t visit)

If you’re unable to return to the store in person, you can contact our Customer Service team via Live Chat or WhatsApp.

Please have the following ready:

Your receipt or proof of purchase
A clear description of the issue
Photos or videos of the fault

Please note: contacting us online may take longer to resolve the issue, as we may need to liaise with the store team or arrange an inspection.

Helpful information

It’s best to report any issues as soon as possible after purchase
Items should be returned in their original condition where possible
Resolutions are assessed on a case-by-case basis depending on the item and its condition