faqs

How much will my delivery cost?
Browns offers worldwide delivery with premium carriers. Please visit here to discover the cost of delivery for your destination.

When will my order arrive?
Depending on where you are in the world, delivery times will vary. Discover the delivery time for your destination here.

Can I track my order online?
Browns will not only provide you with regular email updates on the status of your order, but if you log in to ‘My Account’ you can also find the tracking number to keep an eagle eye on the precious cargo.

What are my packaging options?
Our Eco Packaging is auto-selected for you at checkout and means your items will be packaged inside our recycled dust bag within an eco-envelope or recyclable box. Alternatively, select our Browns Gift Box option to receive your items in our recycled dust bag and branded signature box - it's a keeper and can be repurposed at home. Find out more here. 

How much are the custom duties and taxes for my order?
When it comes to the cost of import duties on orders, unfortunately we can’t cover everyone. Discover more here about the import duties and taxes for your specific region. 

Can I return my order?
Of course - we hope that you love each and every purchase, however, if you decide your order isn’t feeling quite right then we understand if you’d like to return it. You have 14 days to return any items back to us. 

Please note, items purchased online cannot be returned in store, so please adhere to one of the methods below.

How do I return an item?
Browns offers all customers a Free Returns Collection Service to make the process as quick and easy as possible for you.

We recommend booking this service within 7 days of receiving your order to ensure it arrives safely back in our hands before the 14-day returns window expires. 

Book Your Free Collection

1. Log in to ‘My Account’
2. Go to ‘Orders & Returns’
3. Click ‘Book A Return Collection’ next to the order you wish to return
4. Select the item(s) you would like to return and follow the steps to schedule a pick up time and address
5. Check your inbox - we will email you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents.

Prepare The Package

1. Use the returns documents included within your original package. You can print them all out within Your Account if they go missing!
2. Attach the returns label to the outside of your package, and hand the sheet marked *Waybill Doc* to your courier. 
3. DO NOT seal your package until the driver has checked the contents. But once you have the A-OK, please seal away!

NB: Non-European Customers 
Please note, if your collection address is outside of Europe you must include the *Returns Note for Customs* inside the package.  

Returning By Post
If you don’t want to use our Free Returns Collection Service, please get in touch with our Customer Care team within 48 hours of receiving your order to discuss how to return your package and request an RMA number. 

When will I receive my refund?
Once your return has been received by our warehouse and complies with our Returns Policy, you will be refunded via your original payment method. 

It can take up to 10 working days for your refund to be processed by Browns and deposited back into your account via the original payment method (excluding the cost of delivery). Please note, processing time will vary depending on your bank or payment provider.

If my order has been cancelled, when will I receive my refund?
If you paid by debit card or PayPal, payment will usually be taken immediately. Therefore, once your has been cancelled you will be refunded accordingly.

If you paid by credit card, payment will usually be taken once your order is approved and ready for shipping. Please be aware that your bank or card issuer may reserve the money, meaning that you can't use it for a short period. If you cancel your order before it is processed, we will simply cancel the transaction and there will be no need to process a refund.

Will customs duties, sales tax or VAT be refunded on a return?
If you are a customer in the European Union, USA, Canada, China, Australia, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Qatar, India, Norway, Saudi Arabia, Taiwan Region (China), Thailand, U.A.E., Japan, you will be refunded the cost of your order including any sales tax and import duties that were applicable at the time of your purchase, excluding the original shipping cost.

All other customers will be refunded the cost of your order including any VAT or sales tax that were applicable at the time of your purchase, but excluding the original shipping cost and any import duties incurred to receive your order. You may be able to recover import duties for returned items by contacting your local customs bureau directly.

Can I exchange my item?
If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a refund for the original item, excluding the original cost of shipping in accordance with our Returns Policy.

Do I need an account to place an order online?
We want to get to know you so that we can personalise your shopping experience. Therefore, upon placing an order we recommend you set up an account so that we can keep track of all your details under one fashionable (virtual) roof. Think of your account like a secure little box which holds all the important things in one place like credit cards, shipping information, orders and, of course, that dreamy Wishlist.

How do I create an account on brownsfashion.com?
Simply go to 'My Account' in the top navigation and fill in your details.

Is my personal information kept private?
Any information you share with Browns is 100% private and confidential. At no point will we share, rent or sell your personal information.

Where is the Browns boutique? 
We have one flagship boutique in London, Browns Brook Street, located at 39 Brook Street, Mayfair, W1K 4JE. Plan your visit here.

When is Browns Brook Street open?
Please find store opening hours here.

Are there any incentives available for international customers in Browns Brook Street?
Yes, we want to treat our valued overseas customers, so we have introduced an International Customer Incentive in store launching from Summer 2023 for the foreseeable future. As a thank you for visiting us in Mayfair, you’ll receive 20% off your in-store purchase at Browns Brook Street. You must be present within the boutique yourself, carrying your international passport and return flight details with you to redeem this offer. (The date of your return flight should be within three months of the day of purchase.)

You’ll have two options to get your new pieces home - either take them with you to wear on your trip, or we can ship them to your home if you’d prefer not to carry them for the rest of your travels. You’d just have to pay for shipping costs and duties if you choose the latter option. If, after you got home, you wanted to return any unworn items, please contact our Customer Care team within 14 days of purchase at customercare@brownsfashion.com who will be able to support you further on this. Please note, if you paid in cash in store and want to request a return online when back overseas, the refund will be issued once the item has been returned and will be in the form of Browns credit applied to your account that you signed up to at time of purchase.

Once you’ve used your in-store incentive and are back home overseas, you can then enjoy a further 10% off your next online purchase on brownsfashion.com - details of which you'll find in your inbox on your return. 

Please note, you must have a Browns account and be signed up to our email communications to be eligible for both of these discounts. All nationalities are eligible, aside from UK residents and nationals. These offers cannot be used in conjunction with any other Browns promotional code and brand exclusions apply. For more information on exclusions, see our general T&Cs for Promotions.

How do I claim an exclusive referral reward?We appreciate it every time you share your love for Browns. As a token of our appreciation, for every loved one you introduce to us, we’ll treat you both to 15% off on your next order.T&Cs and brand exclusions apply, discover more here.

How do I use my promo code?
Simply enter your promo code at the payment step in checkout to redeem your offer. Please note, your promo code cannot be used in conjunction with any other offer.

Which brands are excluded from promotions?
Exclusions will be listed in the T&Cs of the promocode and if you have any questions please contact the customer care team.

Does my promo code expire?
Please check the Terms & Conditions at the bottom of your email including your promotional code to confirm its expiration date. If you are still unsure, feel free to contact Customer Care who will be happy to help you.

Can I use my promo code more than once?
Your promo code is single use and can be redeemed against one order only.

I haven’t received my subscription welcome offer yet, where can I find this?
Your 10% off code should arrive in your inbox within an hour of signing up to our newsletter (also check your junk in case it’s in there). Please contact Customer Care  if your code still hasn’t arrived after an hour.

When will I be charged for my pre-order? 
When placing a pre-order, the full payment will be taken upon checkout and you will be charged immediately (pending regular fraud checks).

Can I return a pre-order? 
Yes, you can return your item via ‘My Account’ within 14 days of receiving your parcel.

How do I cancel my pre-order? 
You can cancel a pre-order at any time prior to dispatch by contacting Customer Care, who will then process a refund for the item(s).  

What will happen if my pre-order is cancelled by the supplier?
You will be notified by email of the cancellation, and we will refund you the full amount plus shipping immediately. Please note, funds can take up to 14 working days to appear in your account depending on your bank or payment provider. See full details on returns here.

Will I be notified when my pre-order has shipped? 
Yes, you will receive an email from us confirming that your order has been shipped, and all tracking information to your inbox. 

Will I be notified of any delays to the pre-order? 
Yes, we will notify you via email if there is a delay to your pre-order and will provide the new expected shipping date.

Who can I contact if I have any queries about my pre-order?
Please get in touch with our Customer Care team, who will be happy to help you with any queries. 

What happens if I want to place an order containing a non-pre-order item and a pre-order item?
You can easily order multiple items in one transaction, and you will be charged for them all upon checking out. The non-pre-order item(s) will be processed and shipped within our standard delivery processes. The pre-order item will then be processed and shipped separately as soon as it arrives from the supplier. You can keep an eye on all order items on the ‘My Account’ - ‘Your Orders & Returns’ - page.