FAQs - Branna Couture
Frequently Asked Questions and Answers
When Will My Order Ship?
Orders are usually processed and shipped within 7 working days of purchase.
How Long Does Shipping Take?
Shipping times vary as we ship worldwide from different fulfillment centers based on your location. The average shipping time is 7 to 20 working days. Your tracking number will be updated 3-7 days after your order has been shipped.
Where Can I Track My Order?
After we dispatch your order, we will send your tracking number by email along with a tracking page where you can monitor its status.
How Do I Cancel an Order?
We are only able to cancel orders within the first 12 hours after the order is placed. After that, the order may have already been processed or shipped, and we cannot cancel it. We apologize for any inconvenience this may cause, but we pride ourselves on prompt service to ensure your orders are processed and shipped quickly.
What Is Your Return Policy?
If there’s an issue with your order (defective, incorrect, or damaged), please contact us within 7 days of receiving your order. We will review your case and, if approved, send a replacement. Please do not return anything before we review the case, as our customer service team will provide further instructions.
- You are responsible for return shipping costs unless the product is defective, incorrect, or damaged.
- Original shipping charges are not refundable.
- Cosmetics, lingerie, and underwear/shapewear are final sale for hygienic reasons.
What Happens to Unclaimed or Refused Orders?
We are not responsible for packages returned to us as refused, unclaimed, undeliverable, or due to an incorrect/insufficient address provided during checkout, or refusal to pay import taxes.
- Refund requests for unclaimed items are subject to a 30% restocking fee.
- You can also request that the package be reshipped to you for the original shipping fee.
What Methods of Payment Do You Accept?
We accept the following payment methods:
- Credit Cards: Visa, MasterCard, Discover, American Express
- Debit Cards
- E-Checks (using your regular bank account)
Will I Be Charged Custom Taxes?
Import duties, value-added tax (VAT), and other taxes may be applicable based on your country’s customs policies. These fees are not included in the purchase price of your order and are your responsibility to pay directly to your government or the courier company.
- We are not responsible for these charges or any customs delays.
- We typically post a lower price on shipments to reduce these costs but cannot guarantee this.
What Should I Do if My Credit/Debit Card Doesn't Go Through?
If your payment is declined, the rejection is typically made by your card-issuing bank, not Branna Couture. Please contact your bank directly to resolve any credit card issues.
Top 7 Reasons Why Cards Are Rejected:
- Transaction blocked by the payment server due to risk checks.
- Insufficient funds.
- Referred.
- Incorrect CSC code entered (3-digit code on the back of the card).
- Expired card.
- Fraud suspicion.
- Declined by bank without a specific reason.
For More Inquires, contact our team at Branna Couture and we'd be more than happy to assist with any questions you have. Thank you for your interest in Branna Couture.