Refund policy

Quick Overview

We accept returns within 7 days of delivery. Items must be unworn, unused, in original packaging, and with tags attached. Customers are responsible for return shipping costs unless the item is damaged or incorrect.

Need Help?

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

Return Authorization Required

All returns must be approved by our support team before being sent back. Any packages received without prior authorization will be refused. Please email us to initiate a return and receive instructions.

Return Window

You have 7 days from the date of delivery to request a return. To qualify:

  • Items must be unused, unworn, and unwashed
  • Tags must still be attached
  • Items must be in original packaging

Keep your order confirmation or receipt handy when contacting us.

 

How to Start a Return

Email us at support@brannacouture.com or brannacouture@gmail.com to request approval. We’ll provide instructions and the correct return address. Do not send items back before contacting us.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, email us right away. We’ll resolve the issue quickly by offering a replacement or refund.

Items That Cannot Be Returned

Due to hygiene and safety reasons, we do not accept returns on:

  • Intimates, underwear, lingerie, shapewear, hosiery
  • Swimwear
  • Jewelry and accessories (if worn or opened)
  • Personal care items (cosmetics, skincare, etc.)
  • Sale items or gift cards

If you're unsure whether an item qualifies, please reach out before purchasing.

We do not accept returns for reasons such as no longer needing the item after it has shipped or the product not arriving in time for a specific event, as shipping timelines are outside of our control. If you’re ordering for an event, we strongly recommend contacting us beforehand to confirm whether estimated delivery times align with your needs. Please note that we are not the shipping courier and cannot guarantee exact delivery dates.

We also do not accept returns for items that have been worn or used. If you are unsure about sizing, please reach out to us before placing your order. We’re happy to help guide you.

If you need to cancel an order, this should be done within a 12-24 hour timeline after placing it.

 

Exchanges

We do not offer direct exchanges. Instead, return your item for approval, and once accepted, place a new order for the size or item you want.

EU 14-Day Cooling-Off Period

If you reside in the European Union, you may cancel your order for any reason within 14 days of delivery. Items must be returned in original condition: unworn, unused, with tags and packaging, and proof of purchase.

Refunds

Once we receive and inspect your return, we’ll notify you by email whether your refund has been approved. If approved, your refund will be issued to your original payment method within up to 14 business days.

Banks or credit card providers may require additional time to reflect the refund in your account.

If you haven’t received your refund after 15 business days, contact us and we’ll look into it right away.

Return Address & Contact Info

📧 support@brannacouture.com
📧 brannacouture@gmail.com
📞 Phone: 641-863-1736 (Please email for fastest service while we complete our phone system migration)

Mailing Address (Returns Only with Approval):
2160 Hwy 7 #1021
Concord, ON
L4K 1W6, Canada

Please do not send returns to the above address without approval. Unauthorized returns will not be accepted or refunded.

We aim to reply to all emails within 24–48 hours (Monday through Saturday). Thank you for your patience and for shopping with Branna Couture.