Returns & Refunds policy

Thank you for choosing Brivelle. We aim to ensure your satisfaction with every purchase, but we understand that sometimes a return may be necessary. Here’s how we can assist you:

How to Initiate a Return or Exchange:

  • Contact Us: Reach out via support@brivelle.co.uk with your order number and details about the item you wish to return or exchange.
  • Confirmation: We’ll guide you through the process and provide any necessary shipping labels or documents.

Return Policy:

  • Time Frame: Returns must be initiated within 14 days of receipt.
  • Condition of Items: Items must be in their original, unused condition with all tags and packaging intact.
  • Non-Returnable Items: Certain items such as personalized goods or hygiene-sensitive products are not eligible for return.

To place a return, or if you are having trouble making a return within the 14-day timeframe, please reach out to support@brivelle.co.uk.

Customer Remorse Returns:

  • If you change your mind, you are responsible for the return shipping costs and a possible restocking fee, which will be detailed upon your return request.

Faulty or Incorrect Items:

  • Immediate Action: Contact us immediately if your item is faulty or incorrect.
  • Proof Required: Please provide photographic evidence so we can expedite the process.

Refunds:

  • Once returns are received and inspected, refunds are processed to the original method of payment within 10 business days.
  • 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.

Exchange Process:

  • Specify whether you prefer a refund or an exchange during your initial contact. Exchanges are subject to item availability.

Special Considerations:

  • Incorrect Address: Items not received due to incorrect address details provided by the customer are not eligible for a refund.
  • Used Items: Generally, used items cannot be returned unless faulty.

Shipping for Returns:

  • Packaging: Ensure items are securely packaged.
  • Shipping Method: Use a trackable shipping service to ensure safe and documented delivery.

Your Responsibility
If any of these are the case, it’s up to you to sort things out, and unfortunately, we cannot refund your item.

  • 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 the time of purchase.
  • Used products are not eligible for return, but you could contact us to check if the product you used is eligible for a 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 support@brivelle.co.uk and we’ll be sure to get you the product you ordered!

Return Steps:

1- First step: Return Request

Please follow these instructions for the 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: support@brivelle.co.uk.

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 days and a Return Instructions will be provided.

2- Second step: Return Process

  1. Securely pack the items in a box.
  2. Affix the mailing label squarely onto the address side of the parcel, covering or removing any previous delivery address and barcode overlapping no adjacent side.
  3. Use the address listed and affix the appropriate amount of postage.
  4. Ship package from the nearest post office or shipping company of your choice.
  5. Reply to us with a scanned copy of the return receipt with a tracking number and used shipping company.
  6. Wait for the package to arrive at 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.

If you did not receive a return address, please send an e-mail to support@brivelle.co.uk

Please note! If you have received a faulty product, it is important that you send an e-mail to support@brivelle.co.uk 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.brivelle.co.uk the return policy applied of the shop where you did purchase the product.