Contact information

BRAW Contact Information Policy

Effective Date: 30/1/2025

At BRAW, we believe in providing clear, accessible, and efficient customer support. This policy outlines how you can contact us, expected response times, and how we handle customer inquiries.

1. Contacting BRAW

If you need assistance with an order, product inquiry, or general question, you can contact us through the following channels:

  • Email: support@brawstore.com
  • Website Contact Form: Available on our Contact Us page
  • Business Address: Braw, Located within Everyday Athlete Gym, 100 Borron Street, Port Dundas, Glasgow, G4 9XG

2. Customer Service Hours

Our customer support team operates:

  • Monday to Friday: 9:00 AM – 5:00 PM (GMT)
  • Closed on Weekends & UK Public Holidays

We aim to respond to all inquiries within 1-2 business days, but response times may be longer during peak periods.

3. Order & Shipping Inquiries

For questions about an existing order, please include the following details in your email:

  • Full Name
  • Order Number
  • Email Address used for purchase
  • Details of your request

We will provide updates on order status, shipping details, and tracking information where applicable.

4. Returns & Warranty Inquiries

If you are reaching out regarding a return or warranty claim, please visit our Returns Policy and Warranty Policy within our terms of service before contacting us. This will ensure you have the necessary information on eligibility and next steps.

When contacting us about a return or warranty claim, please include:

  • Order Number
  • Product Name
  • Description of the issue (for warranty claims, attach relevant photos)

5. Response Time Expectations

  • General inquiries: Within 1-2 business days
  • Order status inquiries: Within 1 business day
  • Returns & warranty claims: Initial response within 2 business days
  • Urgent issues (e.g., incorrect order received, missing items): Prioritised responses within 1 business day

If additional time is needed to resolve your request, we will keep you updated.

6. Social Media & Alternative Contact Methods

While we are active on social media, we do not manage customer support requests through Instagram, Facebook, or Twitter. Please contact us via email for all order-related inquiries to ensure a prompt and efficient resolution.

7. Fraud Prevention & Secure Communication

To protect our customers, we will never ask for sensitive payment details via email or phone. If you receive a suspicious email claiming to be from BRAW, please report it to support@brawstore.com immediately.

Contact Us
For any further questions, please reach out to us at:

  • Email: support@brawstore.com
  • Business Address: Braw, Located within Everyday Athlete Gym, 100 Borron Street, Port Dundas, Glasgow, G4 9XG