Frequently Asked Questions (FAQs)

FAQs about Order, Returns, Delivery, Product and Payment


What if I can’t add an item to my basket?
Check that the item you want is still available. If the size is in grey or ‘X’, it means it’s not available. Therefore, you can’t add it to your basket.

Can I change or cancel my order?
You cannot change or cancel your order once we have received and processed it. Please check your order before moving onto secure payment. If you haven’t gotten a notification email confirming that we have processed your order, you can change it, but not cancel.

How do I use my coupon code?
Click your basket, enter the code in “Coupon” and then click “OK”. If the coupon is valid, a message will appear and your order will be updated. You cannot use multiple coupons at the same time.

What if I don’t receive the email confirmation (subscription, order etc.)?
Please check your junk and spam folders. If you can’t find the email confirmation, please check if the order appears in “Orders” in “MY ACCOUNT“.

If necessary, please contact Customer Services.

How do you handle my personal information?
Please check how we handle your information in our Privacy Policy page.

What are your terms and conditions?


Returned items must be unworn, unchanged, unwashed, and in their original undamaged packaging with their original labels. Any items returned incomplete, damaged, worn or dirty will not be accepted.

To process your return, please return free items if the promotional offer doesn’t apply to your order total after your return.

What is the deadline for returns?
You have 30 days from receipt to return your item. Returns terms and conditions are unaffected by promotions.

How do I return an item?
The item must be returned to the address stated below with the completed returns form. You can find it in “MY ACCOUNT“. Please complete it online and state if you want a credit note or refund and the reason for the return. We recommend you keep proof of postage.

• Credit note: valid for six months on the online shop from the date of emission, it is divisible and non-refundable.
• Refund: refunds are made through the payment method you used to pay for the order.

In the event of an order placed using a promo code with a discount based on purchasing a specific number of items, the return of one or more items may terminate the discount should the necessary number of items for the discount fail to be reached. The refund will reflect the voided discount.

How do I exchange items purchased?
You can request an exchange for one or more items as long as the total amount is less than or equal to the total amount of the returned item/s.
However, you cannot request both an exchange and refund. A credit note would be sent for the remaining item/s. You have 30 days from receipt in shop to return your item/s.

What if I can’t print your returns slip?
If you have an issue or don’t have a printer, you can state the following on a sheet of paper: first name, surname, phone number, email address, order number and date, item/s returned and reference/s, quantity and reason/s for return.

How long does it take to process my return?
You will receive an email confirming receipt of your return at the warehouse and another confirming your return is being processed.

It takes up to 30 days to process but we try to handle your request with 72 hours of receiving the return at the warehouse (outside promotional periods).

Are return delivery charges refunded?
Any delivery fees charged upon shipping your order will be refunded if you exercise your right to withdraw within 14 days of receiving your order and only if you return your order in full.

Do I have to pay return delivery charges?
You have to pay return delivery charges. Please keep your proof of postage.

Do I have to return my order in original packaging?
No, you can use any suitable packaging. However, the returned items must be unworn, unchanged, unwashed, and with their original labels.


Where do you deliver?
We deliver to worldwide. If you live in a country that is not listed on the checkout form, you may order online and have your item delivered to a friend living in one of the countries listed.

What is the delivery method?
We deliver by ground and air using USPS (for US customers) and Royal Mail (for overseas customers)

What is the delivery time?

US deliveries take between 3 and 5 working days after shipment (Monday to Saturday, bank holidays excluded).

Overseas deliveries take between 10 and 15 working days after shipment (Monday to Saturday, bank holidays excluded).

Any orders placed over the weekend are processed on Monday.

A signature is required upon delivery.

Brabbly cannot be considered responsible if the order delivery is delayed due to exceptional processes established by postal services, in particular concerning the reception of parcels. 

Does delivery cost extra?
Deliveries depend on your order value as well as your location. When you put items in the cart, the delivery charges will be automatically displayed.

Can I change my delivery address?
You cannot change a delivery address once we have processed your order. However, if we haven’t gotten an email confirming that your order has been processed, write to us through [email protected] to request a change in your delivery address.

How do I track my order?
There’s a tracking number and link in the order confirmation email that redirects you to the courier’s website to track your order.

What if I’m not in for delivery?
You will receive a delivery note in your letterbox with instructions on where to pick your order.

What if I didn’t receive my order?
You can check the status of your order using the tracking number in the confirmation email or your account.
Please contact Customer Services with your order number and tracking number to launch an investigation with the courier.


How do I check product availability?
When an item is out of stock on our online shop, the product page is visible but the sizes are in grey and you can’t click on them. That means it’s out of stock.

How do I choose my size?
Please see the “SIZE GUIDE” on all our product pages to check sizes.
The size guide also appears at the bottom of the page in the “ADVICE” section.

How do I choose a bra that suits my figure?
You can find the right bra that suits your figure in this guide:”Best Bras for Different Breast Shapes“.

How do I find out about different bra types?
Check the “SHAPE GUIDE” that appears at the bottom of the page in the “ADVICE” section.

How do I find out a product’s composition and care instructions?
Each product page details the product’s composition and care instructions. We will be unable to accept any request for an exchange or refund if you do not follow the care instructions.
Please view “CARE GUIDE” at the bottom of the “ADVICE” section for further information.

What if my product is faulty?
Please contact Customer Services by using the contact form with a photo of the item in question and details of the fault.
We will do an initial check with our Quality Service and contact you about how to proceed.


Is online payment secure?
Payment security is provided by PayPal so you can pay through secure links (https). Payment is secure, your bank details are encrypted by SSL protocol.
At no point do we have access to your bank details and they are not saved on our website.

Which payment methods are available?
You can pay by credit card: Visa, Mastercard or American Express.
You can save your credit card/s and use them for your next order or simply pay by Paypal. The secure payment method enables you to pay online without entering your card number. All you need is an email address and your Paypal password.

How do I use my credit note on the online shop?
You can choose to pay using valid credit notes on the payment page. Just select this payment method.
If the credit amount is more than your order total, your credit note balance will appear.
If the credit amount is less than your order total, you must complete the purchase using another payment method.
Note: our credit notes are valid for 6 months and are divisible.

When is my bank account debited?
Your bank or Paypal account is debited when your order is confirmed.


MY ACCOUNT” enables you to update your personal information, view your orders, track deliveries, print invoices and complete your returns slips and online withdrawal.

How do I create my account?
Click “My account” on the top right.
Click “First Time?” and enter your email address in the “Email” field.
Click “SIGN UP”, complete the form and click “REGISTER”.

A valid password must have a minimum of 8 characters.

You’ll receive an email confirmation when you create your account. Your user information is required to identify you and place orders securely on our online shop.

How do I log into my account?
Click “My account” on the top right.
Click “My Account”, enter your email address and password.
Click “LOG IN” to enter your account.
You’ll stay logged on if you don’t log off from your session.t

How do I change my personal information (password, delivery address etc.)?
Log into “MY ACCOUNT” and click “Personal Information” to:
• Change your email address
• Change your password
• Update your personal information
Go to “Address book” to change your delivery or invoice address/es by selecting the address and clicking “Change”.

What if my email address already exists?
It means you’ve already created an account using this address.
If you can’t remember the password, click “Forgotten your password?” then enter your email address to instantly receive an email with a link to reset your password.
Please check your spam folder if you don’t receive the email.
If that doesn’t work, please contact Customer Services.

How do I find or change my password?
Click “Forgotten your password?” on the log-in page if you can’t remember your password. Please enter your email address to receive a link to reset your password by email.
To change your password, click “Personal information” whilst logged onto your account then “CHANGE MY PASSWORD” and enter your old and new password in the appropriate fields.
If that doesn’t work, please contact Customer services.

How do I create my Wishlist?
Your wishlist enables you to select one or more items that you’d like to buy or share with your friends by email or Facebook. Note: the wishlist only enables you to preselect one or more items, not reserve them.
Log into your account to add an item to your wishlist. Visit the product page, select the size you want and click “Add to my wishlist” .
To view your entire wishlist, click “Wishlist” in “MY ACCOUNT“.

How do I share my Wishlist?
You can share your wishlist on Facebook or by email.

• Just click on the icon to share it on Facebook

• to send it to a friend, just click on the icon
If you decide to email your wishlist you will have to complete all the fields in the form that appears and click “SEND”.

You can even print your wishlist by clicking “Print my wishlist”.

How do I add my wishlist to my basket?
Just click on “BUY IT ALL!”” to add your entire wishlist to your basket.
You can add items individually if you click “BUY!”” under the item you want.
You won’t be able to add the item to your basket if it’s out of stock.
You can change the size and number of items in your wishlist.

How do I subscribe to newsletters?
If you have an account, just log into “MY ACCOUNT“, click “Personal information” and tick “A fashion faux pas isn’t for me so I’d like to receive emails about your new collections, exclusive offers and must-have pieces!”
Don’t forget to press “SEND” to send your subscription.
If you don’t have an account, click on “NEWSLETTER” at the bottom of the page, complete the “Email” field and click “OK”.

How do I unsubscribe from newsletters?
f you have an account, just log into “MY ACCOUNT“, click “Personal information” and untick “A fashion faux pas isn’t for me so I’d like to receive emails about your new collections, exclusive offers and must-have pieces!”
Don’t forget to press “SEND” to send your subscription.
If you don’t have an account, click on “Click here to unsubscribe from our newsletters” at the bottom of our newsletters.
You can also contact Customer Services to unsubscribe.

Other questions? Contact our customer service.

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