FAQ

So you've made an order? Welcome to the Braneit family! Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible. As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.

Shipping costs vary depending on the size, weight of your order, and your delivery postcode. The exact shipping fee will be calculated at checkout before payment.

Orders are typically dispatched within 1-2 business day after payment clearance. Please note the following estimated delivery windows:

Victoria (VIC): 3-5 business days
New South Wales (NSW), South Australia (SA), Australian Capital Territory (ACT): 4-8 business days
Queensland (QLD), Northern Territory (NT), Western Australia (WA), Tasmania (TAS): 7-14 business days

Important Notes: Delivery times are estimates only and may vary due to factors beyond our control. While we strive for timely delivery, we cannot guarantee specific delivery dates or times. If your order has not arrived within 10 business days of dispatch, please contact our customer service team for assistance. For the most accurate tracking information, please refer to your courier's updates.

Yay, time to celebrate – your order is on its way! After we pass your order to a courier company, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the couriers site so you can follow the live tracking updates! Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).

Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you. If your order has been shipped, don’t panic! *Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully! We also do not offer shipping to PO Boxes.

At this time, we only deliver our products to customers in Australia.

Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information! *Please note: This is subject to stock availability.

Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.

This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30-day return period for you to make that tough decision! Please refer to our returns policy for more information.

Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.

*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.

We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Commbank) directly.

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!

Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save. *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).

Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).

All pricing for our Australian store is listed in Australian dollars (AUD).

Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at support@braneit.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

We always strive to be the best so we love hearing your thoughts. We also love hearing your BRAND stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.

Our Braneit HQ is located in Brisbane, Australia. Your Braneit products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our Braneit HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.