CUSTOMER HELP

Once your order has been received it will be dispatched as soon as possible. Once it has been dispatched, you will receive a notification by email including all the order and detailed tracking information. By using the provided tracking details you will be able to track your order here.

From the moment your order has been received until it arrives at your doorstep, it shouldn’t take more than 96 hours. However, we do strive to complete and deliver your order as soon as possible.

Refunds will be issued the same method and/or account of payment. It will take approximately7-10 business daysfrom the day your return has been received and approved, to process your refund. Please visit our Returns & Refunds page for more information.

Our return policy allows you to return any unused items within 14 days after delivery. After your order has been received by our warehouse, the acceptance of the returns will be subject to a quality inspection. Items will only be eligible to be accepted as returns, when they are unused, unwashed, with all BRANIE THE LABEL. labels attached and in the original packing. For more information regarding returning your items, please check out our Return Policy page.

We’re sorry your order didn’t work out! To initiate a return, simply use our online return portal. You’ll need your order number and the email address you used at checkout.

We accept a wide range of secure and convenient payment methods to make your shopping experience as smooth as possible. We currently accept:

• Credit & Debit Cards (Visa, Mastercard, American Express, Maestro)
• Apple Pay
• Google Pay
• Shop Pay
• iDEAL (for customers in the Netherlands)
• Bancontact (for customers in Belgium)

All transactions are encrypted and secure. If you experience any issues during checkout, feel free to contact us. We're happy to help!

For every product available on the website you’ll find an associated size chart provided. If you look up your size by using these guides you should be able to determine the correct size for you.

Our products come with a care label. For specific washing instructions we would like to kindly refer you to the care label instructions attached to your item. Please feel free to contact us with any additional queries regarding taking care of your items.

At BRANIE THE LABEL, we choose to leave the embroidery stabiliser in place as part of our commitment to both quality and sustainability. This approach is increasingly embraced within the fashion industry, as removing the backing is often unnecessary and can lead to waste. Our stabilisers are OEKO-TEX® certified and skin-friendly, made from 60% polyester and 40% woodpulp. Leaving them in ensures the embroidery remains strong and durable over time, without compromising comfort or sustainability.

Our return policy allows you to return any unused items within 14 days after delivery. After your order has been received by our warehouse, the acceptance of the returns will be subject to a quality inspection. Items will only be eligible to be accepted as returns, when they are unused, unwashed, with all BRANIE THE LABEL. labels attached and in the original packing. For more information regarding returns, please check out our Return Policy page.

We’re sorry your order didn’t work out! To initiate a return, simply use our online return portal. You’ll need your order number and the email address you used at checkout.

Through our return portal, we offer fixed return fees for the following countries:

• Netherlands – €8.95
• Belgium – €10.95
• Germany – €12.95

For all other EU countries, return costs depend on the local carrier and return weight.
However, as an indication, prices generally range from €15 to €25, with heavier items or remote regions possibly costing over €25.

You’ll see the exact return fee when initiating your return within our return portal. Please note that these costs are at your own expense.

Refunds will be issued the same method and/or account of payment. It will take approximately7-10 business daysfrom the day your return has been received and approved, to process your refund.

Yes, absolutely! We offer exchanges through our online return portal.

To make an exchange, simply select the item you'd like to return and choose the exchange option during the return process. Once your return is approved, you’ll receive a store credit voucher that can be used right away to place a new order for the item you want instead.

You will find your order number in the confirmation email you received, after placing your order. In case of any irregularities regarding this confirmation email, please reach out to our customer support team.

We do apologize for the fact your items are faulty or damaged. Visit our return portal for further instructions. Rest assured, you will receive a new item and the return costs are covered by BRANIE THE LABEL.

Please note that our return policy only allows you to return any item within 14 days, without a given reason. Therefore your return will not be eligible for a refund once it has been returned outside the return period. However as we understand that unforeseen circumstances may occur, we do offer you an exchange. Please contact our Customer Support Team for any assistance.

We provide our customers with a complimentary shopping bag when they order one of our jackets and/or bodywarmers. If you choose to return one of these items, you will need to return the shopping bag as well. If the bag is not returned, EUR 24.95,- will be deducted from the refund.

Theoretically it could take up to two hours before you will receive your order confirmation. However, standard practice is that you will receive it within minutes after submitting your order. If the mentioned time has passed and you have checked your spam folder as well, we kindly ask you to contact our customer support team.

Provide them with your full name and order number and they will be more than happy to assist you.

Once your order has been received it will be dispatched as soon as possible. Once it has been dispatched, you will receive a notification by email including all the order and detailed tracking information. By using the provided tracking details you will be able to track your order through our delivery partner’s website.

We deliver to the following countries:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.

For more information regarding shipping, please visit our Shipping page.

Regarding our shipment costs we want to inform you that at BRANIE THE LABEL. we offer the following shipping costs:

The Netherlands: EUR 5.95,-
Europe: EUR 6.95,-

FREE SHIPPING

We offer free shipping depending on your location ranging from €100 to €150. Free shipping will be applied upon checkout, including duties. Please find the details concerning free shipping below:

• All orders above €150 for delivery locations in The Netherlands.
• All orders above €200 for delivery locations in Europe other than The Netherlands.

Please visit our Shipping page for more information.

Once your order has been received, we are in the process of producing and finalizing your order. Therefore, we are sorry to inform you that we will not be able to cancel or change your order once it has been submitted. We encourage our customers to double check their order before submitting and finalizing the associated payment. Please note that in any case your order is not to your liking, you can always return your order within 14 days.

In this case there are a few steps you can take to follow up. In our experience it happens from time to time that customers unintentionally provide incorrect delivery details. Therefore, please check your provided details. After this, you can try to look for any notes from the delivery service. It might be that you have been served with extra notes regarding the delivery. For example one of your neighbors might have received the order on your behalf. If these steps did not work, please contact the carrier. They might be able to track down your order with your provided details. If not, they usually start an investigation into the matter. If you are still unable to find your order, please contact our customer support team. They will be more than happy to assist you and to make sure you will have your order as soon as possible. The final step you can take is to file a claim with the carrier.Our team will be available to support you in this process and to provide you with any necessary details and documentation required.

As we strive to deliver your order as soon as possible, it might be the case that your order is already processed or shipped for that matter. However, the sooner you reach out to us the greater the chance will be that we are able to change your shipping address. Please note that your order may be delayed or additional fees may be involved. If your order has already been shipped, you can contact the carrier directly and see if they can do anything for you. Again, in this case your order may be delayed as well or can be subject to additional fees.

All orders within the European Union are charged with VAT (Value Added Tax) in accordance with Dutch tax regulations. The VAT is already included in the prices you see on our website. There are no hidden costs.

For orders shipped outside the EU, local taxes, duties, or customs fees may apply and are the responsibility of the customer. Please check with your local customs office for more information.

Items other than jackets and body warmers, will be shipped in our zipperbags made from recycled plastic. You will receive our jackets and bodywarmers in our branded shopping bag. Depending on the number of items you order, it might be the case that your order will be delivered in a box.