FAQ

Welcome to Brenvila! We're here to make your shopping experience simple, convenient, and enjoyable. Below you'll find answers to common questions about orders, shipping, cancellations, returns, refunds, and more.

If you need further assistance, please contact our customer service team at service@brenvila.com.

1. Where Is My Order?

Once your order has been processed and dispatched, we will send a shipping confirmation email to your registered email address. This email will include your tracking number and tracking link, where available.

You can use the tracking link to check your parcel's latest shipping status. If you need further assistance, please contact our customer service team with your order number.

Please note that total delivery time includes both order processing time and shipping transit time. Our standard order processing time is generally 1–5 business days, while shipping times vary depending on your destination.

If your tracking information has not updated for several business days, please contact us so we can help investigate the delay.

2. How Can I Cancel My Order?

If you wish to cancel an order, please contact us as soon as possible with your order number.

If your order has not yet been dispatched, we will make reasonable efforts to cancel it before shipment. Once an order has been dispatched, cancellation may no longer be possible, but you may be able to return it after delivery in accordance with our Return, Refund & Exchange Policy.

If your order contains a personalized or made-to-order item, additional cancellation conditions may apply where permitted by law.

Important: Nothing in this policy limits any statutory cancellation or withdrawal rights you may have under applicable consumer protection laws.

3. Can I Change My Shipping Address?

Please contact us as soon as possible if you need to correct your shipping address.

We can generally assist with address changes only before an order has been dispatched. Please provide your order number and complete corrected address.

Once your parcel has been handed over to the shipping carrier, we may be unable to change the delivery address.

To avoid delivery problems, please carefully check your name, address, postcode, email address, and contact number before completing checkout.

4. Can I Change a Product, Size, or Colour After Ordering?

If you selected the wrong product, size, or colour, please contact our customer service team as soon as possible.

If your order has not yet been dispatched, we will check whether the requested change is possible, subject to product availability and any applicable price differences.

If your order has already been dispatched, we may be unable to modify it directly. You can contact us after delivery to discuss available return or exchange options under our Return, Refund & Exchange Policy.

Any applicable statutory rights remain unaffected.

5. My Parcel Is Marked as Delivered, but I Haven't Received It. What Should I Do?

If your tracking information shows “Delivered” but you have not received your parcel, we recommend taking the following steps:

1. Check your letterbox, porch, designated safe place, parcel locker, and other possible delivery locations.

2. Ask household members, neighbours, or building management whether they accepted the parcel.

3. Review the tracking information for any delivery instructions or proof of delivery.

4. If the parcel is still missing, contact us with your order number and tracking number.

We will help investigate the delivery status with the relevant shipping carrier.

Please contact us promptly so we can review the available delivery information and advise you on the next steps.

6. What Should I Do If My Item Arrives Damaged or Defective?

We're sorry if your order arrives damaged, defective, or otherwise not as described.

Please contact us as soon as reasonably possible at service@brenvila.com. To help us investigate, please include:

• Your order number

• A description of the issue

• Clear photographs of the affected item

• Photographs of the outer packaging and shipping label, where relevant

Where possible, please keep the product and its packaging while we review your request.

Depending on the circumstances, we may arrange a replacement, refund, or another appropriate remedy in accordance with applicable law.

Please note that any notification timeframe we recommend is intended to help us resolve your issue efficiently and does not remove your statutory rights.

7. How Can I Return an Item?

If you wish to return an eligible item, please contact our customer service team for assistance.

For change-of-mind returns, we request that you contact us within 14 days of delivery to initiate the return process, subject to the terms of our Return, Refund & Exchange Policy and any statutory rights applicable to your purchase.

Please provide:

• Your order number

• The email address used to place the order

• The item you wish to return

• The reason for the return

Our team will review your request and provide the appropriate return instructions and return address.

For change-of-mind returns, items should generally be unused, unwashed, unaltered, and accompanied by their original tags and packaging where applicable.

Return shipping costs for change-of-mind returns may be the customer's responsibility where this was properly disclosed and is permitted by law. For faulty, damaged, incorrect, or misdescribed items, we will handle return costs and remedies in accordance with applicable law.

Please contact us before sending any items back. We recommend using a tracked shipping service and keeping your proof of postage.

8. What If I Receive the Wrong Item?

If you receive an item that differs from what you ordered, please contact us as soon as reasonably possible.

Send us your order number, a brief description of the issue, and clear photographs of the item, packaging, and shipping label where relevant.

We will review the information and help arrange an appropriate solution, which may include a replacement, refund, or another remedy depending on the circumstances and applicable consumer protection laws.

Please keep the item in its original condition while we review your request, where reasonably possible.

9. How Long Does a Refund Take?

Once a return has been approved, we will generally aim to process the refund within 3 business days after receiving and assessing the returned item, where applicable.

Refunds are normally issued to the original payment method unless otherwise required by law or agreed with you.

After we issue the refund, the time required for the funds to appear in your account depends on your payment provider or bank.

• Credit or debit card: The refund may take several business days to appear, depending on your card issuer.

• PayPal: The refund will be processed through PayPal, and the time it takes to appear may vary depending on the funding source and PayPal's processing procedures.

• Other payment methods: Refund timing depends on the relevant payment provider.

These are general processing estimates rather than guaranteed arrival times. If your refund has not appeared after the expected timeframe, please contact your payment provider or reach out to our customer service team.

Where applicable law requires a refund to be issued within a particular period, the statutory deadline will take precedence.

10. Why Is an Item Missing from My Order?

If your order contains several items, they may occasionally be shipped in separate packages. As a result, different items may arrive at different times.

Please check your shipping confirmation emails for multiple tracking numbers and review the status of each parcel.

If all packages have arrived but an item is still missing, contact us with your order number and details of the missing product. Photographs of the received items and packaging may help us investigate.

If an item becomes unavailable before shipment, we will contact you where appropriate to discuss available alternatives or arrange a refund for the affected item.

11. What Are Your Shipping Times and Fees?

Our standard order processing time is generally 1–5 business days. Estimated shipping times vary depending on the delivery destination and the carrier used.

Available shipping methods, estimated delivery times, and applicable shipping charges will be displayed at checkout where available.

For further details, please review our Shipping Policy.