Returns & Exchanges
Please find below an overview of our most frequently asked questions regarding the return policy with the answer. Is your question not in below list? Feel free to contact us at [email protected]
Returns & Exchanges
How do I place a return or exchange?
We’re sorry you didn’t love our product. Please reach out to [email protected] with your order number and the products you’d like to exchange or return, and we’ll take care of the rest.
Help! I can’t find my return slip.
Don’t worry—Brotsy Store packages don’t include return slips. Just reach out to [email protected] and we’ll help you place your return or exchange.
What’s your return policy?
All returns must be processed within 14 days of receiving the order.
To place a return, or if you are having trouble making a return within the 14-day timeframe, please reach out to [email protected].
Order # must be provided to place a return, and you will be refunded in full to your original form of payment.
Please note, your original and return shipping charges are not refunded.
Why Are Some Products Non-Returnable?
Due to the matters of hygiene and public safety, we cannot allow certain items to be returned. Such as accessories for health-related products, manicures or pedicures, breathing items and underwear.
Your Responsibility
Oops! Somewhere along the way, you might have made a mistake. If any of these are the case, it’s up to you to sort things out, and unfortunately, we cannot refund your item.
For example:
Incorrectly Provided Address
: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at time of purchase.
Used product
or
opened packages
are not eligible for return, but you could contact us to check if the product you used is eligible for partial refund.
How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.
What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us at [email protected] and we’ll be sure to get you the product you ordered!
If you did not receive a return label, please send an e-mail to [email protected]
What’s your return process if I’m not happy with the product?
Yes, within 14 days after receiving your package. Here are your packing instructions:
1- First step: Return Request
Please follow these instructions for Return Request:
1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to Support Email.
Please include the following:
– The photo(s)
– A specific description of the issue
– The Order Number – If there are multiple products in an order, identifying the product with the issue
Our support team will respond within 2 business day and Return Instruction will be provided.
2- Second step: Return Process
Securely pack the items in a box.
Affix the mailing label squarely onto the address side of the parcel,
covering or removing up any previous delivery address
and barcode overlapping no adjacent side.
Use the address listed and affix the appropriate amount of postage.
Ship package from your nearest post office or shipping company of your choice.
Reply to us with scanned copy of the return receipt with tracking number and used shipping company.
Wait for the package to arrive to our warehouse
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please note: If we do not receive the returned package within 14 days of the day of delivery, your order would not be eligible to be refunded. Please contact us as soon as possible to start the return process, if the return is not performed within 4 business days after your request, your return case will be considered as closed.
Note: Online and distance selling UK Law As a reference as our Return Policy, Goods and services worth £42 or less are not eligible for 14 days return.
If you did not receive a return address, please send an e-mail to [email protected]
Please note! If you have received a faulty product, it is important that you send an e-mail to
before returning your order.
We will then be able to help you with the returns procedure and find an appropriate solution.
NOTE: If your order has not been purchased via www.brotsy.com the return policy applied of the shop where you did purchase the product.