It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing tracking information. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation. The investigation to locate a package may take several weeks. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. We cannot change the delivery country/location. If your order has already shipped, it depends on the delivery method selected: Standard We cannot intercept standard packages. If the package is undelivered, it will eventually be returned to us. Please note this is likely to take some time (maybe several weeks). Express Depending on the status of the delivery and the express, we may be able to update the address (we cannot guarantee but will make the best effort to do so). We cannot change the delivery country/location. Please contact us urgently at customerservice.row@mybr.com

Please click on the country switcher on our homepage to view the countries/locations that we ship to. If you cannot see your country/location listed, then it is likely that we do not currently ship there.

Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as: Country/location of origin of the purchased product Local VAT rates Local import taxes It will be your responsibility to pay these charges if and when asked to by your local authorities. Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed! All you need to do is prepay the duties at our checkout. If prepayment is supported for your order, then you will be quoted as follows: “Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery” Select this option if you wish to prepay duties & taxes. Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes). Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout

The amount of duties & taxes applied depends on the value of the order and the destination country/location. If you are concerned about this issue, may we suggest using our guaranteed landed cost shipping service? This allows you to prepay all taxes and there will be no additional costs when you receive your package – guaranteed! Just select to prepay the duties at checkout. If prepayment is supported for your order, then you will be quoted as follows: “Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery” Select this option if you wish to prepay duties & taxes. Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes). Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.

Underneath the “Shipping Options” tab, you will see a section called “Duties & Taxes”. If prepayment is supported for your order, then you will be quoted as follows: “Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery” Select this option if you wish to prepay duties & taxes. Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes). Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.

Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities. As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly using the tracking reference number provided in your dispatch confirmation email.

If you prepaid your duties & taxes at checkout, your order is covered by our ‘guaranteed landed shipping cost service’, meaning that you should not have to pay any further fees. a) If you have not paid the invoice for additional charges, please do not – we will resolve the issue directly with our shipping partner. b) If you have paid this invoice, please send us a copy of the receipt and we will issue a full refund.

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow this up with our shipping partner, we kindly ask you to send photos of: - The damaged item - The inner and outer packaging Please email us with this information at customerservice.row@mybr.com so that we can open a swift investigation with our shipping partner.

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow up with this inquiry, we kindly ask you to send us photos of the faulty item, and a brief description of the issue. Please contact our conciergerie at customerservice.row@mybr.com to submit this information. We look forward to assisting you further once your query has been received.

We’re sorry to hear that you received an incorrect item in your order. In order for us to process this inquiry, please contact us by clicking on the link below and send us photographs of the following: - The packing slip enclosed with the order - The incorrect product received Please contact our concierge at customerservice.row@mybr.com to submit this information. We look forward to assisting you further once your query has been received.

We’re very sorry to hear that you didn’t receive all the products that you ordered. In order for us to investigate further, we kindly ask for the following information: - Which item(s) is missing - If the package looked like it had been opened or tampered with, please send photographs of the outer packaging Please contact our concierge at customerservice.row@mybr.com to submit this information. We look forward to assisting you further once your query has been received.

For returned items, it can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed: 1- Shipping time to arrive back to our warehouse 2- Processing and inspection for refund approval 3- Authorization to finance department to issue refund 4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund. Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further.

Returned Items Please note that returned orders can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed: 1- Shipping time to arrive back to our warehouse 2- Processing and inspection for refund approval 3- Authorization to finance department to issue refund 4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund. Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further. Canceled Orders For orders made by credit card, we only charge when the order ships to you. If you see a charge on your credit card for a canceled order, it is likely to be only a pre-authorization and not a payment. This will be automatically canceled by your payment provider. If you paid by PayPal, then the canceled order should have automatically generated a refund back to your account. Credit Card Refunds Please allow up to 7 business days for the funds to credit back to your payment method. PayPal Refunds These are usually immediate, so if you have received confirmation that a refund was issued but do not see it in your account, please contact our concierge at customerservice.row@mybr.com

Please note that returned orders can take up to 14 business days from receipt for the funds to credit back to your original payment method as the below steps need to be followed: Processing and inspection for refund approval Authorisation sent to the finance department to issue a refund If you do not receive your refund within the next 14 business days, please do not hesitate to contact our concierge at customerservice.row@mybr.com

Before requesting your collection, please choose your country’s location. This option can be found by clicking on the flag symbol at the top right of the page. (Please make sure not to skip this step otherwise you will get an error message when entering the waybill number)

Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop orders from processing and shipping. If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed. Should the order ship, you will receive an email containing tracking information.

There are various reasons why an order may have been canceled such as: - Out of Stock - Unverified information - Payment decline - Tech issues - Incorrect address If your order was canceled, you should receive an email notification detailing the reason. Sometimes an order does not process – this could be due to two possible reasons: - The time lapse between ordering the item and confirming payment - The item changed to out of stock during the ordering process To prevent this from happening again, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can. Credit Card Payments We only charge your credit card upon dispatch of your order, so if your order has been canceled, you will not be charged. If you see a charge then it is a pre-authorization only, which will be automatically canceled by your payment provider. PayPal Payments Payments made via PayPal are immediate, so if an order was canceled, a refund will have been issued.

Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop duplicate orders from processing and shipping. If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed. Should the order ship, you will receive an email containing tracking information.

We are unable to change orders once they have processed through our system. Regrettably this means we are unable to add or remove an item from your order. If you wish to purchase an additional item, please place a new order. If you no longer require any of the items ordered, you may return them to us for a full refund.

We are unable to make any changes to invoices. We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow up with this inquiry, we kindly ask you to send us photos of the faulty item, and a brief description of the issue. Please contact our concierge at customerservice.row@mybr.com to submit this information. We look forward to assisting you further once your query has been received.

1. Select your shipping country/location by clicking on the flag icon on our homepage 2. Select the item/s you wish to buy 3. Click on “checkout” 4. Fill in your address and payment details You will receive an automatic email confirming the details of your order. It can take between 2-4 days to process an order for international shipping. Once your order ships, we’ll send you an email containing tracking information. We aim to meet the delivery times quoted but sometimes circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.

If you need us to email you a copy of your invoice, please contact us at customerservice.row@mybr.com

We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payments methods such as PayPal. During the checkout process, the supported payment methods are displayed on screen.

Our system only allows one payment to be taken per order, so you are unlikely to have been charged twice for the same order. However, it’s possible that we have received a duplicate order. Please send us your order number so we can investigate this further.