FAQ

GENERAL QUESTIONS

What is the status of my order?
Once you place your order, we will send you a confirmation email to track its status.

Can I change my order?
We can only modify orders that have not yet been processed for shipping. If your order is marked as “preparing for shipping,” “shipped,” or “delivered,” we cannot make any changes.

PAYMENT

What payment methods do you accept?
We accept the following payment methods:

● PayPal – We use PayPal for secure transactions. PayPal supports MasterCard, VISA, American Express, and Discover.
● Secure Credit Card Payment – We also accept credit card payments via Visa, MasterCard, American Express, and Discover.

Which currency will I be charged in?
All transactions are processed in USD. If your credit or debit card uses another currency, your bank will apply the corresponding conversion rate.

Do you offer payment in installments?
Yes, we accept payments in 3 installments.

SHIPPING

Where do you ship?
We ship worldwide, including Asia, North & Central America, Europe, and Oceania.

How long does it take to ship my order?
Once you place your order, we process it within 3 to 7 days. The delivery time depends on the shipping method you choose.

How can I track my package?
After placing your order, you will receive an email with tracking information.

What if I'm not home during delivery?
If you're not home, a new delivery attempt will be made the next day, or the delivery service will contact you to schedule a new date. You may also need to pick up your package at a local post office if delivery is not possible.

RETURNS & EXCHANGES

Do you accept returns?
Yes, we accept returns under the following conditions:

  • The item must have been purchased from our online store.
  • The item must be unused.
  • The return request must be made within 14 days of delivery.

To request a return, please contact our customer service at service@brotilo.com.

Can I exchange an item?
Yes, we accept exchanges under the same conditions as returns. Please mention that you would like an exchange when making your return request.

Are returns free?
Please contact our customer service to obtain the return address. In some cases, return shipping is free. If the return is not due to a Brotilo error, return shipping costs will be deducted from your refund.

How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse. Once accepted, the refund, exchange, or store credit will be issued within 14 days.

If you have any further questions, feel free to contact us at service@brotilo.com.