FAQs - Branna Couture

Frequently Asked Questions and Answers

White FAQ text with speech bubbles on yellow background for Branna Couture FAQs page.

🌍 Do You Ship Internationally?

Yes! Branna Couture proudly ships worldwide. All orders are processed in USD (U.S. Dollars), and depending on your location, your bank or payment provider may convert the total to your local currency.

📦 When Will My Order Ship?

We process all orders within 3 to 7 business days after your order is placed. Once your package ships, you’ll get an email with tracking details so you can follow it every step of the way.

Important: Some of our products are custom-made and may take slightly longer to complete and ship. Those products usually have plus sizes available. 

🚚 How Long Does Shipping Take?

We now offer two shipping options depending on your preference at checkout:

Standard Shipping
Orders are processed within 3–7 business days, with transit times typically ranging from 4–14 business days. Total delivery time is generally 7–21 business days, depending on your location and courier availability.

UPS Express Shipping (5 Business Days)
For faster delivery, we also offer UPS Express Shipping, with delivery in approximately 5 business days after dispatch. This option is available at checkout where applicable.

Most standard shipments are sent via a third-party logistics provider for the initial leg of transit. Once the package reaches your country, it is handed off to a major carrier such as UPS, FedEx, or DHL for final delivery.

Please note that delivery times are estimates and may be affected by customs processing, courier delays, or high-volume periods.

📍 Where Can I Track My Order?

Once your order ships, we’ll email you a tracking number. You can click the link in that email to monitor your order’s journey right to your doorstep.

❌ Can I Cancel My Order?

You can request a cancellation within 12 hours of placing your order. After that, your item may already be in processing or queued for shipment. Email us as soon as possible if you’d like to cancel.

🔁 What’s Your Return Policy?

If your order arrives damaged, incorrect, or defective, let us know within 7 days of delivery. We’ll review the issue and guide you through the return or replacement process. Please wait for our instructions before sending anything back. Unauthorized returns will not be accepted.

Buyers are responsible for return shipping unless the item arrived damaged or incorrect. Shipping fees are non-refundable, and we cannot accept returns on:

  • Intimates and lingerie
  • Swimwear
  • Jewelry or accessories that have been opened or worn
  • Cosmetics or skincare items
  • Sale items or gift cards

You may also find out more about our return policy here: https://brannacouture.com/policies/refund-policy

📦 What Happens to Unclaimed or Refused Orders?

If an order is refused, unclaimed, or returned due to an incorrect address, the package will unfortunately be destroyed by customs or the carrier. In these cases, we are unable to process a refund as return taxes and fees are applied, making recovery of the item impossible.

📦 Will I Be Charged Customs or Import Taxes?

Depending on your country, you may be charged import duties, VAT, or other taxes when your package arrives. These charges are assessed by your local government and are the buyer’s responsibility. We provide all the correct customs paperwork to avoid delays or issues.

💥 My Credit or Debit Card Was Declined. What Should I Do?

If your card is declined, it’s usually due to your bank’s internal risk checks or insufficient funds. Please contact your bank directly, as we do not have access to the specific reason for the rejection.

Common reasons for card declines:

  • Insufficient funds
  • Expired card
  • Incorrect CSC/CVV
  • Bank blocked the transaction for security reasons
  • High-risk transaction flagged by the processor
  • Card requires additional verification or authorization

📬 How Do I Reach Customer Support?

We’re here to help! Email is the fastest way to get in touch:

📧 support@brannacouture.com
📧 brannacouture@gmail.com

🕒 Customer Service Hours

We aim to reply to all messages within 24 to 48 hours - 7 days a week                          Tuesday through Friday, response times may be slightly delayed as we are out of the office during this period.

For more information on specific policies, please check the footer of our store.