have questions?
 

SHIPPING & DELIVERY

 
q: HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?

Processing speeds vary.

For US customers, Orders typically take 9 to 15 business days (Monday-Friday) to reach you, since shoes may be shipped to us for authentication and verification first if they are not pre-verified. Orders will be shipped out the same business day if ordered by 2PM ET (Monday-Friday, excluding holidays). If not, the order will be shipped out the next business day.

For international customers, estimated shipping times vary by country.

Once your order ships, you will receive an email notification with tracking information. International customers are responsible for any additional fees or taxes after an item ships. We do our best to protect international customers from incurring additional fees, but cannot guarantee against any unexpected expenses. Delivery times are estimates and are not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.

 
q: Do you ship to my country?

We deliver to almost all countries worldwide.

 
q: HOW MUCH DOES SHIPPING COST?

Free Shipping on all orders

 
q: WILL CUSTOMS AND DUTIES BE INCLUDED FOR INTERNATIONAL ORDERS?

No. Custom and duty fees for international orders are billed upon package delivery.

 
q: IS A SIGNATURE REQUIRED UPON DELIVERY?

We require signature confirmation for orders with products valued at $450 and above per unit

 
q: I NEVER RECEIVED MY ORDER. WHAT DO I DO?

Check the Orders tab in your Profile to make sure your order was shipped. If it was, check the tracking number to see where the order is currently located. If it was delivered and you still have not received your order please contact us by Submitting a request

 
q: What couriers do you use for shipping?

Depending on where you are located we use FedEx, DPD, DHL & Parcel Force for International orders. We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.

 

ORDERS

 
q: Can I change the address on my order?

Once an order has shipped, we cannot make any changes to the shipping address. If your order has not shipped, please contact our Customer Care team and they will do their best to accommodate the request.

 
q: Can I change or cancel my order?

If you change your mind about your purchase, you have the option cancel your order within one hour of purchase. To cancel your order, please follow the steps below;

1) Log in to your WEX. account. 2) Go to your order history and select the order you wish to cancel. 3) If the order has been placed less than 1 hour ago, there will be a 'CANCEL ORDER' button showing at the bottom of the order summary. 4) Please select this button, you will then be asked to confirm your cancellation request. 5) To continue cancelling your order select 'CANCEL ORDER' again. If you do not wish to cancel your order, select 'No, return to order'.

 
q: Do you price match?

Yes, we are more than happy to match the prices offered on our website to those of other online retailers in most instances. To ensure that our price matching is done fairly for everyone, below is a list of our conditions:

    • The item must be full price and not subject to any promotion or sales offers.
    • The item must be available for anyone to buy. We will match the price shown online, not including any additional promotional/member discounts.
    • The item to be price matched has to be identical to the one listed on www.brandaver.com and currently in-stock on both sites.
    • Although we are more than happy to do so in almost all situations, we do reserve the right not to alter our listed price.
    • Price matches can not be offered after goods have been purchased.

To arrange a price match please contact our Customer Services team using the details below. Contact before placing your order so we are able arrange your price match as quickly as possible.

 
q: What does my order status mean?

There are multiple statuses for your order depending which stage it is at. Below is a list of the statuses you will see when checking your order's progress.

  • Processing - We have received payment for your order and it has been created.
  • Order Received - Your order is waiting to be processed by the Dispatch Team.
  • Pick - Your order is being worked on by the Dispatch Team. Please note, your order cannot be amended at this stage.
  • Complete - Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
  • Closed - Your order has been refunded.
  • On Hold - There may be an issue with your order. Our Customer Service Team will contact you within 24 hours to notify you of any issues.
  • Pending - Your order is waiting to be processed. Our Customer Service Team will contact you within 24 hours should there be any issues.
 
q: How do I know if my order was successful?

We will email to confirm your order has been received, and is being processed.

You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

 

 

PRODUCTS

 
q: Are all of your products genuine?

Yes, we are licensed stockists for all of our products. They are 100% authentic.

 
q: Sizing Information

We understand the importance of purchasing the correct size when ordering online which is why all products have detailed sizing information within their product descriptions.

You can find this information by clicking the 'sizing' button which will open a window displaying exact measurements in inches, how we measure our products and how these measurements compare to international sizing charts.

In most cases the conversions are provided by the brands we stock and these can vary from country to country so we always advise customers to check the actual measurements in inches for clothing and accessories.

Footwear size conversions vary from brand to brand so please refer to the conversion charts provided. All sizes listed in the drop down menu you select when choosing your size are in EU sizes.

If you require any assistance with product sizing please contact our Customer Service Team and they will be more than happy to assist you.

 
q: Will you be getting more stock?

We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible.

We do not currently have the facility to let you know if or when an item is due back in stock.

If you would like to ask about a product, size or colour that is not shown, contact our Customer Services team.

 
q: Do you have more sizes available?

Occasionally a new delivery or return may arrive to us and not be added to online stock immediately. If a size is not shown on a new item, please contact our Customer Services team.

 
q: Can I get more information on a product?

Yes, contact our Customer Services team and they will try to provide you with all the information you require.

 
 
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