Customer Care



Due to Covid-19, processing times for returns are taking longer than normal. Please allow 14 days before contacting support regarding the status of your return. Thank you for your patience.


RETURNS POLICY:

If you wish to return an item(s), please make sure that the item(s) are in full accordance with our Return Policy:

  • Items must be sent back within 14 days of the delivery date.
  • Items must be unworn, unwashed, and have original tags attached.
  • All merchandise must be returned in its original packaging.
  • For sanitation reasons, all swimsuits and underwear are final sale (Cannot be returned).
  • Return is only for the return eligible items. Some items are declared non-returnable by sellers. You’ll find a clear note before purchasing the item saying that this item is non-returnable. In these cases, BRANTU maintains the right to refuse the return. You can find whether the item is returnable or not in the product page.

  • How to request a return?

    Please follow the below simple steps to request to return your item:

    1. Sign in to your profile on brantu.com.
    2. On the left side menu, choose: Your orders.
    3. Choose the order you want to return items from and click on 'view order'.
    4. You'll find a button that says 'Request return'.
    5. Mark on the items you wish to return and confirm.

    How will I get my refund if I paid through credit/debit card?

    Once the inspection of your returned item is complete, a refund will be processed to the same card that you originally used while purchasing your order. This will take 5 - 7 working days to reflect on your bank account.


    How will I get my refund if I paid cash on delivery with an amount below 500 EGP?

    Refunds below 500 EGP (Smooth Refunds - LIMITED TIME!):

  • If you wish to return items that are worth 500 EGP or less, you’ll have the option to get refunded through smooth returns.
  • We trust you! A courier will come to collect the items you wish to return and give you back your money in cash on spot!
  • Please make sure that the condition of the items being returned match our RETURN POLICY. Furthermore, make sure you only give the courier the items you created a return request for.
  • The items will go through quality inspection after we receive them. If they do not match our return policy, you may not be eligible for “Smooth Refunds” anymore and the item's value will be added on your account to be paid with the next order. Later return requests will go through the normal refund process (check below).

  • How will I get my refund if I paid cash on delivery with an amount above 500 EGP?

    Refunds above 500 EGP (Normal Refunds):

  • We will send you a courier to pick up your items within 7 days of creating your return request.
  • The returned items will be going through return inspection to make sure they are in accordance with our RETURN POLICY.
  • If all conditions are met, the refund will be added to your BRANTU wallet. You can later on redeem the credit you have on your wallet to have them in cash. Please check the (WALLET TRANSFERS) section.

  • How are refunds calculated?

    Refunds will be only on the cost of products. Any shipping or processing fees will not be refunded.


    In case Order returns, exchange or cancellations, you will not be able to reuse the coupons or the reward points used for that order



    What are WALLET TRANSFERS?

    If you had a refund that was processed to your BRANTU wallet, you’ll be able to request to redeem the amount you have in cash! This can be processed through one of the following ways (Takes up to 7 working days):

    1. Vodafone/Orange/Etisalat Cash: If you'd like to get your refund using one of these methods, please make sure you have an open account with them first so we can proceed with transferring the payment. Furthermore, reply back confirming the phone number linked to your account.
    2. FAWRY refund: you will receive a code in SMS from Fawry to have your money back in cash from any of the Fawry plus branches

    How do I request for a WALLET TRANSFER?

    1. Go to your profile after signing in to brantu.com
    2. On the “Rewards” section, you’ll find “Redeem Wallet Credit”
    3. Fill in the form for Transfer wallet request and choose the method you’d like to redeem your credits using. The process usually takes an average of 7 working days to be completed.

    I have created a Return request. When will the product be picked up?

    Number of days to pickup a product may vary as per the Logistics team that will be assigned to pick up your product. The product will be picked anywhere between 4 – 7 days.


    I have created a Return request. When will I get the refund?

    Usually the whole returns process should take around 14 days. The refund is sent after the returned items reach our warehouse and pass through inspection to make sure that its condition matches the return policy.


    I have received a damaged item. What should I do?

    Kindly reach out to us by emailing: [email protected] within 48 hours of delivery failing. Otherwise the claim will not be entertained. Whilst we investigate, request you to please make note of the below pointers:

  • Please do not use the item for which claim is being raised
  • You may be required to provide information like a short description of the case (A few questions will be asked to help us understand the scenario).
  • Please share pictures of the damaged items (Try to cover the sides which look tampered/damaged as per the Users
  • The refund for prepaid/Cash on delivery orders will be done after the investigation
  • You may not be liable for a refund if any of the conditions stated above is not met, that is including if the claim of the damaged item is sent after 48 hours of receiving the item.


    What happens if I do too many returns?

    We want you to enjoy fashion with the luxury of technology and have a flexible return policy. However, we do monitor the rate of returns per customer, and we may refuse to send out orders of our discretion if items are returned repeatedly.


    Can I exchange an item/order?

    At the moment BRANTU doesn't offer exchanges, but you can return your package and order again. Your refund for the items you wish to return will be processed as soon as we get them. Please also check the (returns policy) for more details on how it works.


    Our team is working on enabling the exchange option in the very near future. Stay tuned!



    Why did the pick up of my return fail?

    Our courier partners make three attempts to pick up the item. If the item is not picked up in the third attempt, Return request will be marked as failed if you were not reached by the courier. You can send us a new return request, if the item meets the return criteria and is within the specified return/exchange period (check the returns policy). For more details, please contact our customer care.


    What are the benefits of taking a refund to BRANTU wallet?

  • Faster Check-out by using BRANTU Wallet credits.
  • Don’t wait for refunds to source which take (5-7+ days) and use money to buy other products immediately after the return refund.

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