FAQ

I've requested a refund, but it is not showing on my balance? 

A refund usually takes 3 to 5 business days to be credited back to a customer. 

Why does my order have separate shipments?

Products are shipped from different locations within our network across the US. If your order contains a variety of products, your items may be split up into multiple shipments and shipped at different times (Rest assured, you are only charged one combined shipping fee for all the items in your order).

The processing time is typically 2 to 5 business days. Your items will ship as soon as they are ready. Processing time may vary depending on sales and promotions including factors such as logistics and custom clearings impacting the delivery time.

Due to the different processing times and shipping locations, we are unable to combine shipments. Where possible, any items shipped from the same location with be combined into a single shipment. You'll receive a shipping notification for each shipment in your order. 

I received a faulty item

We are sorry to hear you've received an item that’s not in perfect condition. To get this fixed for you ASAP, please head to our 'Contact Us' section where you can get in touch with our Customer Experience team. Include the following information in your message:

  • Your name
  • Order number
  • Email address used to place the order
  • Product name and code of the item ordered found on your order confirmation email
  • Description/photo of the fault
  • Please have an image of the faulty item ready for when you receive a reply, as you won’t be able to attach the image on the “Contact Us” form. You can also email our team directly with all of the above to customersupport@braygoods.com

I'm missing an item from my order

Get in touch with our Customer Experience team via email and please be sure to include the following info for our team:

  • Your name
  • Order number
  • Email address used to place the order
  • Product name and code of the missing item ordered found on your order confirmation email
  • Photo of the parcel if it looks tampered with
  • Have an image of the parcel ready for when you receive a reply, as you won’t be able to attach the image on the “Contact Us” form. You can also email our team directly with all of the above to customersupport@braygoods.com

Can I cancel or change my order?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately, this means we are unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items. Not to worry, we have a very flexible return policy! Items may be returned within 15 days of delivery for an exchange, gift card, or refund.

Why was my order canceled?

If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be the case if the stock wasn't available when we came to process your order. Not to worry! Receiving a cancellation/refund notification email from us will confirm we've already gone ahead and issued you a refund for the out of stock item(s). The refund will appear back in your account used to make the original purchase in 3-5 business days, depending on your bank’s clearance times.

I received the incorrect item

We're so sorry to hear you've received the incorrect item. To get this fixed ASAP, please head to our 'Contact Us' section where you can get in touch with our Customer Experience team. Include the following information in your message:

  • Your name
  • Order number
  • Email address used to place the order
  • Product name and code of the item ordered found on your order confirmation email
  • Product name and code of the item received
  • Description/photo of the item you received
  • Please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the “Contact Us” form. You can also email our team directly with all of the above to customersupport@braygoods.com 

I can't track my package

Until your parcel has been sorted and scanned by the carrier, there won’t be any tracking events for you to check on. This may show as a ‘label created’ status with the carrier, and the carrier may take 24 hours to update tracking information online. If you received a shipping confirmation with your tracking number, this indicates that your package has been dispatched and is on its way to you! 

I didn't receive an order or shipping confirmation

Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there. You can mark us as SAFE too so that you won’t miss a beat from us in future! Still no luck finding this one? Not to worry, just shoot us an email so we can help!

I entered the wrong address 

We'll need to update this with the carrier. Please get in touch straight away with your order number and correct shipping address, and we will attempt to make this change for you! Please note that this change may slightly delay your shipment or delivery time.

Can I return underwear, earrings, or cosmetics?

We have a strict hygiene standard and these items won’t be accepted back through returns.