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FAQs - Branna Couture

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 do ship worldwide from different fulfillment centers based on your location. The average shipping time is about 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 the tracking page where you can see 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 has most likely been processed and is preparing for shipment or has been shipped. Once this takes effect, it's out of our hands. We apologize for any inconvenience this may cause, but we pride ourselves on prompt service and this includes getting your orders out as fast as possible.

What Is Your Return Policy?

If there’s something wrong with your order (defective product, incorrect order, damaged order, etc.), please contact us within 7 days from receiving your order and we’ll be happy to assist you in reviewing the case and if it is approved we will be sending a replacement. Please do not return anything before we review the case, as our customer service team will review the request and will send further instructions.  
You will be responsible for paying for your own shipping costs for returning if the product is not 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 any packages returned to us as refused, unclaimed, undeliverable, or because of the incorrect/insufficient address provided during checkout or because of refusal to pay import taxes.

Requests for refunds for unclaimed items are subject to a 30% restocking fee. You may also ask for the package to be reshipped out to you for the initial shipping fee.

What Methods of Payment Do You Accept?

We accept Paypal, Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account)

Will I Be Charged Custom Taxes?

We will not be responsible for stolen packages. We ask that you check your tracking number for updates which should include the expected delivery date. Packages are shipped to the shipping address provided in your order.
If you Find That A Package is Damaged in transit, please reject the package from the courier and contact our customer service. support@brannacouture.com or brannacouture@gmail.com
Most products are subject to the payment of import duties (e.g. in the U.S.) or other duties, and other charges including value-added tax (VAT) or other taxes. 
If these are applicable, they will be levied and determined when the shipment is processed by the applicable customs agency in your country. 
Please check your country’s import policy to understand and ascertain the applicability of and your liability for any such duties or taxes for the products you purchase. 
All applicable duties and taxes, if any, are not included in the purchase price of your order or transaction. If they apply and are levied, then they are your (and not our or the product manufacturer’s or supplier’s) sole and exclusive responsibility, and shall be paid by you directly to your government or to the courier company, when the products are delivered.
Payment of the above-referred duties, charges and taxes are not our (or the product manufacturer’s or supplier’s) responsibility.
We shall not be responsible for any shipping or customs delay since this is outside our control.
We normally post a lower price to decrease or eliminate these costs but can’t guarantee this.

What should I do if my credit/debit card doesn't go through?

The decision to reject your credit card payment is typically made by your card issuing bank (not by Branna Couture). To protect your security and privacy, your bank cannot provide Branna Couture detailed reasons for why your payment was declined. Because of this, you will need to contact your bank directly to solve most credit card related payment issues.

TOP 7 REASONS WHY CARDS ARE REJECTED

1. The transaction was blocked by the payment server because it didn’t pass all the risk checks.
2. Insufficient Funds
3. Referred
4. Incorrect CSC code entered (i.e., typically a 3 digit code located in the back of your card)
5. Expired card
6. Fraud suspicion
7. Declined by bank (no specific reason provided)