Frequently Asked Questions
Our FAQ is here to answer the most frequently asked questions. If you don't find the response to your question, please feel free to contact us using the form HERE.
Guarantee & Security
🔒 Our site is 100% secure, all transactions are secured and encrypted
with SSL protocol. Our HTTPS server guarantees your protection and all
your personal data.
We offer our customers a 30-day money back guarantee in case of unsatisfied customers.
The refund request must be made to the following address: refund@branelo-store.com
Return address:
Rooseveltstraat 14-O
2321BM Leiden
The Netherlands
Order
-A confirmation email has been sent to you by email, and sometimes the
confirmation email may arrive in your (spam mail). We therefore
recommend you to check this section before sending us an email.
In case of problem please contact us at: contact@branelo-store.com
In order to process your request as quickly as possible, the following information will be requested:
- Subject of the email: About my order
We usually respond within 1-2 business days
- Subject of the email : I wish to cancel my order
- With your order number
If your package has already been shipped, we cannot process it until you
receive your order. We usually respond within 24/48 hours
To track the status of your order we invite you to go to the "Order Tracking" page and enter the following information:
1. order number
2. The email address associated with your order
To go to this page, simply click here.
To obtain additional information on the follow-up of your order, do not
hesitate to contact us at the address: contact@branelo-store.com
To avoid overcharging due to excessive shipping weight, when you place
an order with different products, it is possible that the various items
in the same order are shipped separately.
It is therefore normal that you receive your items individually and at different times.
If you have encountered a problem with your order and it does not match
the color or size of your order, please contact our customer service at
the following address: contact@branelo-store.com
- Subject of the email: Exchange request
- Your order number
Shipping
A shipping confirmation email with your tracking number will be sent to you within a few days of your purchase.
Please check your spam mail if you think you did not receive it.
Our store ships products every day to all Europe.
Our orders are shipped within 1 or 2 working days following the purchase in United Kingdom.
Delivery takes an average of 3 to 7 days in very exceptional cases (COVID, strikes or others...)