What to do if you wish to return purchased goods that do not fit you or do not meet your requirements?

Customers have the option to return the purchased goods within 14 calendar days from the date of receipt of the shipment, without the need to specify a reason. We will keep you informed of each step of the return process via email messages. It is important that the goods are returned in an undamaged condition, clean and without any signs of previous use. More detailed information is available in our terms and conditions. The funds for the returned goods will be sent to your bank account as soon as possible, but no later than 14 days from the date on which you withdrew from the contract.

How to proceed with a return.
Follow the instruction, which can be found here: (RETURN REQUEST) If you are not sure contact us at: info@braelle-intimates.com

Pack the goods you want to return as a package. Send the goods back, ideally in the original packaging, with all labels and mark the goods you are returning on the invoice and add the account number to which we will send the money back. Please pack the returned goods well to prevent them from being damaged during transport.

Please note, that we do not proceed with returns on underwear bottoms.

You can return the goods by sending the to the adress: Ibišková 684, 252 42 Jesenice, Czechia. Do not send the shipment on cash on delivery. Packages sent cash on delivery will not be accepted.

Complaints

Procedure
Something went wrong and you need to claim the goods?
We are very sorry, so the whole complaint process is very simple. Precisely so that you do not solve other problems.

1. Complaints are processed in (CUSTOMER ACCOUNT) follow the instructions and proceed with your complaint.
2. Attach a copy of the tax receipt (invoice).
3. Send the goods you want to claim to us at the address "CLAIMS" at Braelle Intimates, Ibišková 684, Jesenice- Osnice, 25242.
4. Make sure that the product is clean, well packed and protected from further damage during transport.
5. You are responsible for the shipping costs and the responsibility for the shipment. Choose a reliable method of delivery, such as courier or parcel with delivery confirmation.

Please do not send the package on COD. Such a parcel will not be accepted.

We process complaints within 30 days, but we will try to process them as quickly as possible. We will notify you by email about the outcome of the complaint procedure. The law stipulates a warranty period of 24 months, for the goods you buy from us, the tax document (invoice) also serves as a warranty certificate. Complaints do not apply to defects caused by incorrect use and inappropriate wear. It is your duty to file a claim immediately after the defect has occurred. We will assess the complaint in accordance with the instructions set by the manufacturer of the goods or his representative.
More detailed information on complaints can be found in the terms and conditions.