Frequently Asked Questions
Here you can find answers to the most common questions about our products, shipping, returns, and more.
If you can’t find the information you’re looking for, please don’t hesitate to contact us.
Sizes
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Each collar should leave enough room to fit two fingers between your dog's neck and the collar.
The best way to ensure you choose the correct size is to measure your dog's neck with a measuring tape. If the measurement falls between two sizes, opt for the larger one.
It's important that the measurement does not sit at the extremes of any size. If it matches the upper limit, we recommend selecting the next size up.
Check our Size Guide for more details, and if you still have any questions, write to us at hello@brannipets.com.
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To choose the correct size of your dog's harness, you will need to take two measurements: the neck or chest circumference and the chest girth just below the front legs.
It is important to always refer to the size guide for the specific product, as depending on the harness model, one measurement or another may be required.
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No, it is essential to check the specific size guide for each product, as measurements may vary depending on the collar or harness model.
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If you chose the wrong size, you can manage it through our returns and exchanges portal. Make sure to select the correct size when making the exchange. If you are unable to complete it due to lack of stock, contact us at orders@brannipets.com, providing your name and order number, and we will assist you in resolving the issue.
Payment and security
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Yes, your payment information is completely secure. We use Shopify as our payment platform, a globally trusted service used by most online retailers. Shopify complies with the highest security standards to ensure that your data is always protected.
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We accept credit card payments, Klarna, PayPal, as well as Apple Pay, Google Pay, and ShopPay.
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Yes, the final price of each item includes VAT according to current Spanish legislation, which you will see itemised in the purchase details.
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You can add the promotional code on the checkout screen, specifically in the order summary, in the box provided for applying discounts. The discount will be applied immediately after entering the code.
Shipping and delivery
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Once your purchase has been completed and the order amount has been charged to your account, the order has been processed correctly.
We will also send you a purchase confirmation email to the email address you provided.
If you have not received the confirmation, contact us by emailing orders@brannipets.com.
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When your order leaves our warehouse, you will receive an email where you can track your order.
For any issues you may have, write to us at orders@brannipets.com.
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Orders that have been dispatched cannot be cancelled or modified until they have reached their destination. However, if your order has not yet been processed and you wish to cancel it, send us an email to orders@brannipets.com, notifying us of the cancellation and your reason, and we will do everything we can to assist you.
If the order has been shipped, you can manage the return through the returns and exchanges portal once you have received it.
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The delivery time depends on the destination. Generally, for the mainland and Balearic Islands, orders take between 2 and 3 working days.
For the rest of Europe and the world, the delivery time varies depending on the chosen shipping company.
All domestic orders placed after 12:00 PM will be processed and shipped the next working day.
International shipments are also processed and shipped the next working day.
Please note that delivery times may be affected by circumstances beyond Branni Pets' control.
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We ship to all of Spain, except Ceuta and Melilla, through GLS. We also ship to most of Europe and the rest of the world via UPS and DHL.
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At Branni Pets, we ship international orders under the DAP (Delivered at Place) terms. This means we are not responsible for customs handling fees, duties, or taxes that may apply in the destination country.
It is important to keep track of your order's status, as the delivery process may vary depending on the country.If the package is returned due to non-collection or failed delivery, shipping and return fees will not be refunded.
We recommend checking possible fees in the destination country before placing your order.
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If your order was shipped via GLS, they will attempt to deliver it once.
If you are not home, they will leave the package at the nearest Parcel Shop to the delivery address for you to collect.
If you do not collect it and the package is returned to Branni Pets, the return shipping costs will be deducted.
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If there’s an issue and you haven’t been able to resolve it directly with the shipping company, contact us at orders@brannipets.com, providing your order number. Explain the problem to us, and we’ll do our best to help you resolve it.
Warranty
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Our products are covered by the Spanish warranty, which offers 3 years of coverage as long as the defect is manufacturing-related.
We are not responsible for breakages or damages caused by misuse or excessive force applied to our products.
It is the customer's responsibility to carefully inspect the product before daily use and ensure that the item purchased from our store is suitable for their dog and its intended use.
The warranty does not cover damage caused by wear and tear or other factors unrelated to the product's quality.
Returns and exchanges
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Shipping is free for all orders placed from mainland Spain and the Balearic Islands.
All deliveries are made exclusively on business days (Monday to Friday, excluding public holidays). This means that if you choose 24h express shipping, it will be delivered on the next business day after leaving our warehouse.Returns and exchanges for reasons unrelated to Branni Pets have a cost depending on the collection method (Mainland and Balearic Islands).
It is important that the products are unused, with the original tags attached, and in perfect condition.For international shipments, returns and exchanges, as well as customs duties, taxes, and related shipping fees, are the customer's responsibility. In the case of international returns or returns originating from the Canary Islands, shipping costs will not be refunded and will be deducted from the total order amount.
If Branni Pets has to cover customs duties or taxes on an international return, these will be deducted from the refund of the returned item.
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You can return/exchange your purchase within 30 calendar days of receiving it, provided it is in perfect condition, without defects and/or signs of use.
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If, exceptionally, you receive an item with a defect or that does not match your order, we will arrange for the new item to be sent or the exchange to be made if necessary.
In the case of a defect, once the returned item has been received and verified, we will send the new item or refund the amount to the original payment method used in case it cannot be replaced.
For these cases, send an email to orders@brannipets.com, and someone from our team will assist you in resolving the issue.
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It is important to note that personalised items, such as name tags or collars punched to add the tag holder (those that do not have it by default), are not eligible for returns or exchanges, unless there is an error on our part.
Due to their specific and personalised nature, we cannot accept returns of these products once they have been made.
Make sure to carefully review your order before completing the purchase to ensure satisfaction with the personalised item.
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If you have made a return, the amount for the item will be refunded to the original payment method.
The refund will be reflected in your account within 2 to 3 days, depending on your bank.
Coupon codes, rewards program, and other promotions
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Can I apply more than one code to my order?
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Reward program codes and rewards cannot be combined with other promotions, gifts, or offers, and therefore cannot be used on already discounted products.
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To take advantage of the free tag promotion when purchasing a set, you must manually add the tag to your cart during the checkout process. This ensures that the promotion is correctly applied to your order.
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If you didn’t add the free tag when completing your purchase, please write to us at orders@brannipets.com, including your dog’s name and your phone number. If your order hasn’t left our warehouse yet, we’ll be able to add the tag before it’s shipped.
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When you purchase a set, we include a complimentary dog tag for your pet. However, if you decide to return the kit, it’s important to return the dog tag as well. If the dog tag is not returned, its full cost will be deducted from the refund you receive for the set.