FAQ

About the products

How can I know the exact size of the necklace?

Each necklace should allow the space of a pair of fingers between the dog's neck and the necklace itself. The best way to make sure what is the perfect size, is to measure your dog's neck. It measures with a tape measure the neck of your dog and, if it is between two sizes, choose the largest.
You must always bear in mind that the measure you get should not be none of the ends of any size. If you match the upper end, we recommend you choose the next size.
You can consultourSize guide. And if you still have doubts, write to ushello@brannipets.com.
 

With what materials are all necklaces, belts and accessories made?

Our creations are born in our family factory in Milan from the hands of artisan experts. We use Italian vaccine skin and iron or brass fittings, both ideal materials for humans and pet accessories.
All of our raw materials are subjected to rigorous quality controls that accredit the absence of hazardous chemicals for the health of the pet and the human being.
 

I have been wrong with size / I do not like what I have ordered. Can I return it?

Sure, and the service is totally free. If you like the necklace you have chosen but it is not the right size, contact us and we will guide you to change it on the other. We leave you the explanation of the steps to follow in the section Shipping & Returns. Anyway, if you continue with doubts you can always write us tohello@brannipets.com.
 

What happens if you lack stock or do not find a necklace I'm looking for?

Unless we have not announced the extinction of a particular collection / article, our factory will be in the process of producing it and replenished it. If you have any requirement or doubt, do not hesitate to contact ushello@brannipets.com.
 

I want to be aware of promotions, news and offers. What I can do?

We encourage you to follow us in our Instagram profile And that you subscribe to the Newsletter where periodically we will report on novelties about the brand.

 

About shipments

Have I done my order correctly?

When your purchase is finished and the order amount has been charged in your account, the order will have been processed correctly. In addition we will send you a purchase confirmation email to the email address you indicated. If you have not received the confirmation, get in touch with us by sending an email to orders@brannipets.com.

 

How can I see the status of my order? Can I trace it?

Our logistics service provider (GLS Parcel) will send a tracking SMS to the telephone provided at the time of purchase so you know at all times how much remains for receiving your order. In addition, you will receive our mail confirmation email in which the tracking number is specified. For any problem you have, you already know, write us to orders@brannipets.com.

 

Can I change or cancel my order?

Orders that have been issued can not be canceled or modified until they arrive at destination. Yes, on the other hand, your order has not yet been processed and you want to cancel it, send us an email toorders@brannipets.comNotifying the cancellation of the same and your reason and we will do everything we can to help you. In the event that the shipment has been made, write us to manage the refund once you have received it.

 

¿From which countries can I make my order?

We ship to Peninsular and Balearic Islands and European countries such as Italy, France, Belgium, Holland, United Kingdom, Denmark, Portugal, Greece, Poland, Germany, Austria, Luxembourg, Czech Republic. If you want to check the shipping costs of each area, you can see themhere.  

 

How long will my order take to get?

It depends on where you want it to arrive. Generally in Peninsula and Balearics it usually takes 1-3 working days; However, for the rest of Europe the delivery time varies from 3-5 working days.

What shipping modalities can I choose?

You can only choose the standard shipment, a free service that we offer for orders throughout the Spanish territory (excluding Canary Islands) with the help of GLS Parcel (the customer will take charge of the shipping costs if the rest of Europe is carried out). Delivery times are 1-3 working days (unless there is no delay, in that case we would notify you). In case the order could not be delivered in a first attempt, the carrier company will contact you to agree on a schedule that suits your preferences or a PARCEL GLS collection point to which you can go to pick up the order . It is not possible to send orders to military bases or postage sections.

 

What happens if I have not received all the items of my purchase?

Check your email to check if we have sent you an email by communicating that some of your order products are no longer available. In that case, we will reimburse you the amount corresponding to that article in the same payment method used in the purchase. If you have not received any email, get in touch by writing ourselveshello@brannipets.com.  

 

What should I do if I get an incorrect or defective item?

If exceptionally you receive an item with a defect or different from the purchase, we will make the refund of that article to the same method of payment used as soon as we receive the item and check its status. To process the return, you will have to fill in the present refund form along with the package, to seal it again and follow the steps that we detail here
 

Returns and shipment

Shipping, change and return of an order are free?

Yes, they are free services from € 19 to purchase on all orders of Peninsula and Balearic Islands. By lower purchases, shipping costs are € 3.90.

How long? I have the right to return / product change?

You can return / change your purchase during the 30 calendar days from the reception of it and as long as it is in perfect condition, without defects and / or use signals.
I have a discount code. How do I use it?
The promotional code can be added during the "Finish purchase" process, next to your billing data. The discount will be applied immediately when entering the code, reducing the total purchase amount. You can only use a promotional code per order and provided that the product does not benefit from another promotion / discount.

PAYMENTS

What methods of payment can I use to make my purchase?

We have the following forms of payment:
  • Debit or credit card: Visa, Visa Electron, Mastercard and American Express.
  • PayPal: For this method, you will be redirected to the PayPal page to proceed with payment.
  • Services such as Apple Pay and Google Pay.

 

Do prices include taxes?

Yes, in the final price of each article, VAT corresponding to the current Spanish legislation and that you will see broken down in the purchase detail.

 

Is there minimum purchase amount?

Obviously not. We remind you that all shipments to Peninsula and Balearic Islands are free shipping on purchases over € 19.
 

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