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FAQs

 

 

What are your customer service hours? 
We are always open for online shopping at brookandbranch.com, but our customer service team is available to assist you between 9am – 5pm CST, Monday – Friday except on holidays.

I have a question for customer service - how do I reach you?
We would love to hear from you! You may reach us at 737-500-4236 or hello@brookandbranch.com and we will respond within 2 business days.

Can I send an item as a gift?
Yes! All of our products are individually packaged, making gift-giving extra special, easy and helpful! If you would like to include a gift message, please select "This is a gift" at checkout and enter your custom message. All items in your order will be shipped together in one mailing box.  

Do you offer gift wrapping?
We do not offer gift wrapping day-to-day, but we will occasionally offer gift wrapping services during holidays and special events.

Do you sell gift cards? 
Definitely! Send someone the gift of choice with a Brook and Branch email gift card. Our gift cards are sent via email to the recipient with a code to be used at checkout. Gift cards do not expire.

Where do I enter promotional codes?
After you have added the items to your cart, you may enter your discount code during checkout. One discount code may be used at a time. Discount codes are only valid on full-priced items.

How do I cancel or change an order after I've placed it?
As soon as you place your order, we process, package, and ship it so that you receive it as quickly as possible! Therefore, we are unable to change or cancel orders once they are placed.

Do you give back?
Yes! We are proud to partner with . For every order that is placed through Brook and Branch, a dollar is donated. You become part of our greater purpose when you shop with us. 

Where are your products made?
Each product is designed in Austin, TX, by Molly before being brought to life by global artisans and manufacturers.

How much is shipping?
Free! We offer complimentary USPS priority shipping on all domestic orders. If you need your order rushed, please contact us directly to arrange for faster shipping, in which case there will be an additional cost. Orders are shipped on Tuesdays and Fridays.

Due to nationwide slowdowns in processing, ground shipments may take slightly longer than usual to arrive. You will receive an email once your order ships. Please be advised that during sale events or national holidays, shipping times may be longer. 

What carriers do you use to ship, and will I receive tracking?
We ship through UPS so all of our orders include tracking. You will receive a shipping confirmation email with the tracking information once your order has shipped.

Do you ship internationally?
Yes! We ship to Canada and the United Kingdom. Shipping fees apply.

How long until I receive my order?
Once your order is placed, it will be processed and shipped out the next Tuesday or Friday. Orders placed on Tuesday or Friday need to be done so by 8am CST for same day shipping. Domestic shipping can take approximately 4 business days depending on holidays, weather, etc.

 RETURNS, REFUNDS & EXCHANGES

What is your return policy? 

Please review the return requirements below, then initiate your return using the form below. We will send you a return label upon approval. 

  • Items must be returned or exchanged within 14 days of order delivery date as verified on the order delivery confirmation email you received.
  • All items must be unused, undamaged, tags attached, and returned in their original packaging and shipping box. Returns and exchanges outside of these guidelines will not be accepted.
  • Returns and exchanges are only accepted on regularly priced items. Sale items, promotional items, items purchased with a code discount and gift cards are not eligible for returns or exchanges.
  • Refunds will be issued to the original payment method.
  • Refunds should be reflected within 10 business days after approval.
  • If this is a warranty claim, click here for instructions.

* Items returned outside of the above guidelines cannot be processed. 

Late or missing refunds -
If you haven’t received a refund within 10 business days of your refund confirmation email, first contact your bank and your credit card company to verify. If there are any additional questions, you may contact us at hello@brookandbranch.com

Sale items -
Only regular-priced items are eligible for a refund. Sale and promotional items are non-refundable.

Warranty and claims - 
We are proud of the quality and craftsmanship of our products. All of our items have a 60-day warranty from the purchase date of full-priced items. Warranties are not accepted on items purchased at a discount or through a promotion. Our warranty covers defective or damaged pieces and does not cover neglect from our care instructions here. You may initiate a warranty claim by following instructions here.

Gifts -
If the item was marked as a gift when purchased and shipped directly to you as the recipient, you’ll receive a gift credit for the value of your gift. Gift returns need to be within 14 days of confirmed delivery and follow the same return guidelines as regular purchases. Please contact customer service at hello@brookandbranch.com to begin a gift return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to him/herself, we will send a refund to the gift giver.