Returns & Exchanges
Select the relevant option based on your delivery country to find out how to arrange your return or exchange.
Spain, Portugal and the European Union
If your order was delivered to Spain, Portugal or any European Union country, you can arrange your return or exchange through our portal.
From the portal, you can:
- Request a size exchange.
- Request an exchange for a different product.
- Request a return.
- Track the status of your request.
United Kingdom, United States and all other countries
If your order was delivered outside the European Union, our team will personally handle your request.
Each request is reviewed individually to provide the best solution based on the destination country, the product and availability.
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Once we receive your request:
1. We’ll review your order
We’ll check the product purchased, the destination country and the available options.
2. We’ll recommend the best solution
Depending on your circumstances, we may offer:
- A size exchange.
- An exchange for a different product.
- A return with a refund.
3. We’ll send you the instructions
Where applicable, we’ll provide a return shipping label along with all the instructions you need.
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All our products are handcrafted in our family workshop in Milan. As a result, if the size or variant you need is unavailable and the product belongs to a current collection, we may be able to offer it as a made-to-order item.
In this case:
- We’ll reserve your exchange.
- We’ll make the product especially for you.
- The estimated production and delivery time will be 3 to 4 weeks.
This service is subject to production availability and is not available for Outlet products, special promotions or discontinued items.
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We do not offer direct exchanges for international orders. If you would like a different size, colour or product, you will need to return the original item and place a new order. The new order will be subject to the current prices, availability and shipping costs.
The following return fees apply per parcel and will be deducted from your refund:
- United Kingdom, Malta and Cyprus: €20
- Switzerland, United States, Canada and Mexico: €25
- Australia, the Middle East and Asia: €30
- Other international destinations: we’ll let you know the cost before authorising your return.
One subsidised return label is provided per order. Any additional returns from the same order may be charged at the full cost.
If you have received a faulty item or an item different from the one you ordered, please contact Customer Care before starting your return. In these cases, we will cover the relevant costs.
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Outlet items and discontinued products cannot be remade.
If the requested size is unavailable, we may offer:
- A refund.
- An exchange for another available item.
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Spain, Portugal and the European Union
Returns and exchanges must be requested through our portal within the timeframe set out in our Returns Policy.
International orders outside the European Union
Each request will be reviewed individually by our team before the process begins.
International returns and exchanges may be subject to shipping costs, taxes or customs charges, depending on the destination country.
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Personalised ID tags and any other personalised products cannot be returned or exchanged unless there is a manufacturing defect or an error in the personalisation carried out by Branni Pets.
If you have received an ID tag with an error, please contact us at orders@brannipets.com and we’ll be happy to help.
If you received a personalised ID tag as a gift as part of a promotion (including the purchase of a set), it may be returned together with the other items included in that promotion. If you choose to keep the ID tag when returning your order, its value will be deducted from the corresponding refund.
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Once we have received your product and confirmed that it meets the conditions of our Returns & Exchanges Policy, we will issue your refund using the same payment method used for the original purchase.
Where the return involves shipping costs or any other charges that have been communicated and accepted in advance, these will be deducted from the refund amount.
The time it takes for the refund to appear in your account will depend on your bank or payment provider.
Need help?
If you have any questions before requesting a return or exchange, we’ll be delighted to help.