Frequently asked questions

How to make a purchase online

1. First select the items you like most and add them to the shopping basket, make sure you select the correct size and colour.

2. The number of items in your basket and the total cost (excluding the cost of delivery and any other costs added to confirm the purchase/sale/order). When you have finished, click on “see basket” to review the items selected and assess the final cost of your order.

3. To proceed with your purchase fill in the form indicating the information we request (information we need to process your order)

4. Follow the instructions until the process has been completed correctly, you will receive email confirmation of your order number.

Please note: Every effort is made to ensure the colours of our products are shown as accurately as possible, however the appearance can be affected by various factors which are beyond our control such as the colour setting on your monitor. If you have any queries about the colour of one of our products please contact us.

Can I make a purchase by telephone or email?

No. Please use our online shop www.browniespain.com. We are able to offer you the best possible service and attention through our website.

PAYMENT

How do I pay for my purchase?

You can make the payment with your usual credit card through “Paypal”, safe payment system. The cost of your order will be charged and deducted from your card immediately you authorize your purchase.

Please note. Your order will not be confirmed and the items you have selected will not be reserved until payment for your purchase is received.

For maximum security during the purchasing process, we offer a safe payment system through “Paypal”. The system guarantees direct contact between the client and company at the time the payment is made and ensures nobody has access to your credit card details.

Can I order models not shown on the website?

For various reasons some of the clothing items found in our shops are not included in the online shop. If you are interested in a particular item please contact us through out contact form and we can let you know it whether the item is available for purchase or not.

What are the sizes shown on the website?

All the sizes shown are European continental sizes. If you have any queries consult the product description or contact us through our contact form.

DELIVERY

What are the charges for delivery?

Delivery charges vary depending on the delivery location. Charges are calculated automatically by weight and volume for different delivery zones. To view delivery costs once you have selected your products, click on basket and select your delivery zone. At times delivery may be free of charge during our promotional periods. This and other promotional offers will appear on our online shop. Those of who subscribe to our newsletter will also be eligible for this and other exclusive offers when running.

How are goods delivered?

Orders are delivered from Spain by courier TIPSA. You will be advised by email when the order has been dispatched.

Please note: Since we require full details of the exact delivery address we do not deliver to Post Office boxes.

To avoid any problems do not forget to provide a telephone number where we can contact you in case you are not at the address at the time of delivery.

What are the delivery times?

Deliveries are handled by courier MRW, UPS, REDYSER and ASM. Delivery times vary according to destination. Standard delivery times for Spain and Portugal between 48-72H working days aprox. 5 to 7 working days for deliveries within the European Community and 15 to 20 working days outside the European Community. In the case of orders with store pick-up, the delivery time is 24 - 72 working hours.

We do not deliver partial orders. If an item is not available we will wait until we can complete your order before the order is dispatched. If this is the case we will keep you informed of the situation.

CANCELLATIONS, EXHANGES AND RETURNS

How can I cancel my order if I decide I no longer want to receive it?

When you place your order you are making a definite purchase and the cost will be deducted from the card used to make the payment. Consequently you will not be able to cancel the order once it has been confirmed.

Is it possible to return my order online?

Of course, you have a period of 20 days once you receive your order to return it. You can make a refund of your order in full or part of it. To proceed with its exchange or return, the product must not be used and must be in perfect condition.

Will I be able to change the colour or size of the article received?

The only way to change a product purchased in our online store (size, colour or product) is in one of our physical stores. It is not possible to change a product by size, colour or product at home.

How can I return my order?

You have a period of 20 days from the receipt of your order to make the return and to proceed to it you must check that your order meets the following conditions:

- The product must not be used.
- It must be sent in the same conditions in which it was received. Products that are not in the same conditions in which they were received, or that have been used beyond the mere opening of the product will not be returned.

If you have any queries you can contact us through our contact form.
Once the article has been examined we will contact you to let you know if you have the right to exchange which will then be processed soon as possible.
Exchanges or returns will not be accepted on items which are not in the same condition as received or which have been handled beyond merely unwrapping.

The exchange of purchased items can only be processed through our online shop.

For hygiene reasons, we do not accept exchanges or returns for underwear. Bikinis and swimsuits can be exchanged or returned if the hygiene sticker is still attached. Jewellery must be in its original packaging and intact.

Return at home

To make the return you must access your email confirmation of the order in the section of returns or request a refund through the following link: https://www.browniespain.com/en/returns. In case there is an error you can contact us by email: [email protected].

Once your return is confirmed, a courier will pick up your package by the shipping address provided in the return form and deliver it to our offices. Once received in our offices, we will proceed to examine it and we will inform you by email if the return should take into account that it is within the established period and that the product is in perfect condition. Remember that the product must be sent in the same way it was received.
Once the return is approved, you will receive the amount in the same way you made the purchase. The payment to the credit card always depends on your bank.

Are the returns free?

Yes, home returns in Spain are free (only peninsula included).

Home deliveries in the Balearic Islands and other countries are not free, and it is the customer who pays the return costs (transportation costs will be deducted from the refund). The amount of the returns depends on the destination, and the cost will be the same as the shipping costs that you paid in the purchase.

Can I change or return any product?

How can I return a defective product in case the exchange or return period has elapsed?

In cases where you consider that the product has some manufacturing defect or defect, you must contact us immediately by means of our contact form indicating the damage suffered by the product and we will indicate how to proceed.

We inform you that all the sent product is reviewed carefully to avoid these situations.

GENERAL INFORMATION

Is it possible to receive periodic information in my email with the latest Brownie news?

Yes. Subscribe to our newsletter and get the latest news before anyone else. By subscribing, you indicate your email and you will receive all our news in it.

Can I unsubscribe from the Newsletter?

If you wish to unsubscribe from our newsletter, you can do so by accessing the latest newsletter received.