FAQ

How much time does the shipping take? 

It takes 1-2 days to process your order and 2-3 weeks for delivery.

Do you ship everywhere? 

Yes, absolutely everywhere in the world.

 

Why have I not received my product(s)?

Shipping can take between 7-25 (usually 1-3 weeks) business days or even longer, depending on your location and the opening hours of your local post office. We do not offer tracking in some countries.

** Due to COVID-19 and the high demand, there is an extended waiting period for orders of another 10 business days **. 

If you order multiple items, they can be shipped separately for faster delivery. 

We do not ship to post office boxes.

Sometimes it can take longer due to customs, we cannot give any deadlines for this.

 

Order processing

Shipping - Order processing takes 1-2 business days. 

Who delivers my goods?

Your shipments are delivered by our fulfillment centers and usually reach you via your local post office at your location. We use a non-track service for most countries.


When are the deliveries usually made?

Delivery depends on the local postal system and usually takes place during business hours. (Monday to Friday, 9-17 hrs)


What happens if nobody is at home?

Don't worry, most of our shipments are left in your mailbox if they are small enough, and if the letter carrier doesn't have access to your mailbox, it will usually be left at your local post office for you to pick up!

 

I messed up my delivery address, what should I do?

You have 24 hours to send a request to change your address to support@brth.io

 

What about my billing address?

Billing addresses are currently not editable to prevent and minimize fraud. Please note that all data entered and submitted to us is final.



Change of address after receiving the shipping confirmation

According to our general terms and conditions, no changes can be made to the order after an order has been shipped from our warehouse and are the sole responsibility of the buyer.

 

Returns, Exchange & Refunds



I do not like my article, can I return it?

Returns are accepted as long as they do not exceed 30 days after receipt of the item by the buyer. However, all returns should be in perfect condition and the return postage should be paid by the return sender. Proof of delivery should then be sent to us by e-mail as proof of delivery.

**Advertising and sales items are not returnable / refunds / money-back guarantee. 



Will you refund my shipping costs?

Depending on the item and reason, refunds are available to those who qualify.

 

Can I return the item and replace it with something else?

Provided the returned item is in perfect condition, an exchange is possible. Please send us an email and we will do something for you.



Import and tax fees

What happens if I am charged import duties?

Your order may be subject to import duties and taxes that are levied once a shipment reaches your country. The general amount of duties and taxes is approximately 20% of the Euro amount of the goods. However, this is only a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

The store cannot exercise control and is not responsible for any customs/taxes levied on your package. You are responsible for paying any additional fees for customs clearance. Customs regulations vary greatly from country to country; for more information, please contact your local customs office. Please note that in rare cases, customs agents may delay the delivery of some packages.

 

Can I change my item after receiving the email confirmation?

Unfortunately not. All items that have left our warehouse are final and cannot be changed.

 

Refunds & Cancellations

 

What is your refund policy?

All items purchased may be returned and/or refunded by the buyer at the discretion and approval of management, subject to the following terms and conditions:

Exceptions apply to promotional items (free of charge).

Requests for returns will be accepted within 30 business days of delivery.

All items must be returned with all parts and labels as delivered.

Damaged, defective or incorrect items may be exchanged at management's discretion.

The return fee is paid exclusively by the buyer.

Management reserves the right to refuse any returns/refunds and any case is at the sole discretion of the company.

The company is not responsible for errors in the shipping addresses provided by the customer and is subject to the item being returned to us before a refund is received.

Any change of address is subject to management approval and orders that have been shipped or completed are generally not subject to processing.

Any return of items must be to the address provided in the initial order and cannot be changed or replaced by another address, design or brand of the item. The management reserves the right to refuse returns due to incorrect addresses and is not liable for any inaccuracy of the address provided by the buyer.

 

How long does the refund take?

Refunds can take up to 14 working days, depending on the system you used to pay with.

 

I have not yet received my refund?

Please notify us immediately by email if you have not received it after 14 business days and we will help you to clarify something for you.

 

Damaged items

 

What do I do if I have received a damaged item?

If you have received a damaged item, please let us know immediately and you have the choice of whether we should send you a replacement item.

 

Can I return a damaged item?

Unfortunately, we currently do not accept returns for damaged items. However, there is a return option available if you wish to use this option.

**We are not liable for damage caused by wear and tear, immersion in water.

 

Promotional items

 

Why do you have some items for free?

We firmly believe that it is important to give and create value. For this reason, from time to time we run temporary advertising campaigns for free items where you only pay for shipping. We get value through cross-selling and returning customers, and you get great products delivered to your doorstep for free.

 

Emails & Notifications

 

Confirmation e-mail not received

If you have not received an email from us confirming your purchase, please let us know immediately by email or via our contact form with your full name/delivery address and we will help you to clarify this as soon as possible.

Sometimes our emails can end up in your spam, junk or other folders, and we would ask you to check them before contacting us.

 

Email cannot be displayed correctly.

If you cannot read the e-mail from us correctly, please contact us and we will resend the e-mail to you.

 

How can I contact you?

Please send us an email to support@brth.io. Our customer service is open Monday through Friday from 9am to 5pm.

 

Why was my order cancelled?

If your order was unexpectedly cancelled, it is possible that our fraud filter has flagged your order as fraudulent. If you are sure that this is not the case, please order again.

 

Customer Service

We strive for customer satisfaction. Please contact us with any inquiries at support@brth.io.