FAQs

How can I contact Branos?
You can email us at info@branos.com, where our team is happy to help with any questions!

Do you ship worldwide?
Yes, we ship to most countries around the world.

Where do you ship from?
We ship all orders from our warehouse in Hong Kong.

Can I change or cancel my order?
We try to pack and ship orders quickly, so please email us within 12 hours if you need to change or cancel your order. After 12 hours, we can’t guarantee changes, but you can return your order for a full refund once you receive it.

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX) and PayPal.

When will my order be processed?
Orders are processed Monday to Friday. Please allow 1–3 business days to process your order. We don’t ship on weekends or holidays.

How long will it take to receive my order?
Orders usually arrive in 2–4 weeks, depending on your location and local delivery services.

What if I don’t receive my order?
If you don’t receive your order within 30 days after it’s shipped, you can request a full refund.

Will I have to pay customs or taxes?
Our prices are tax-free in Euros. You may need to pay import taxes, customs duties, or local fees when your package arrives. These charges are your responsibility, and we can’t cover them. For details, please check with your local customs office.

How do I return an item?
Please email us at info@branos.com, and we’ll help you with your return.

What if my item is damaged or wrong?
If you receive a wrong item, missing, or damaged, please email us with your order number and clear photos of the item(s). We’ll do our best to fix the problem quickly.

When will I get my refund?
Refunds are sent back to your original payment method. If you paid by credit or debit card, it can take 7–10 business days for your bank to process it. If you don’t see the refund yet, please check with your bank or card company.