brobou
In this section you will find our answers to your most frequently asked questions about purchases, orders, shipments, deliveries, website sign in and about all the brobou.com services. If you need further assistance, you can always contact us : info@brobou.com
+ HOW CAN I PLACE AN ORDER?
Shopping on brobou.com is quick and easy. You can complete a purchase without registering. However, we recommend you to create an account to access exclusive areas and services dedicated to our customers.
Information on products
Each product sheet contains all the information relating to the item (description, composition, material, size ) and, you can check a larger image by clicking on each image of the product.
How to purchase a product on brobou.com:
1. starting from the product sheet, you can select the features of the item from the available combinations
2. add the product to your cart
3. if you decide to continue shopping, you can check the content of your shopping cart at any time by clicking on the icon at the top right of the screen
4. click on the shopping cart icon and decide when to proceed with the order
5. if you are a registered user you can login otherwise you can continue as a guest by entering both the shipping and the billing address
6. select a desired shipping type and payment method
7. enter your payment information
8. check that the information entered is correct and click on "Purchase".
Within a few minutes, a "thank you message" will inform you that the purchase process has been successfully completed.
Moreover, you will receive a confirmation email with your order details.
ACCOUNT
+ HOW CAN I REGISTER?
Creating an account is easy and free!
You can click Log In , enter the required information and choose a password.
Registered users can save access information, consult all orders and return information.
+ DO I NEED TO BE REGISTERED TO PURCHASE FROM BROBOU.COM?
It is not necessary to sign up, but if you order without registering, you will not be able to consult your orders in your private area.
+ I FORGOT MY PASSWORD, WHAT CAN I DO?
Don't worry! You just have to log in using and enter the same email address you used while registering. You will receive a message which will allow you to choose and save a new password linked to your "My Account".
+ HOW CAN I CHANGE MY ACCOUNT DETAILS?
To change your account details, please log in to your "My Account" by entering your email address and password.
You will be able to update your data by clicking on "Edit".
+ HOW DO I DELETE MY ACCOUNT?
Sorry that you want to cancel your account! Remember that your "My Account" is free and allows you to easily shop. We will send you a confirmation per email.
If you asked for deletion and want to activate your account again, you just have to contact our info@brobou.com. You will be asked to give your personal data again and your "My Account" will be reactivated. Alternatively, you can register another account using a different email address.
ORDERS AND SHIPPING
+ ORDERS
How can I check the confirmation of my order?
If the order has been placed correctly and is therefore confirmed, you will automatically be redirected to the confirmation page where you will find your order number. You will also receive an email with order information.
How can I check the status of my order?
If you are a registered user, log in to your "My Account" reserved area to follow the status of your order; you will find all info in "My Orders" section.
If you are not registered, you will receive an email with a link to track your shipment as soon as your order will be processed by our warehouses.
Can I cancel or change my order (add or delete items)?
Once you have completed your order, you cannot change or cancel it.
It is necessary to wait for delivery and then you can ask for return.
To exercise your right of withdrawal, please refer to the instructions on our <Returns and Refunds> page.
+ DELIVERY TIME
Standard delivery takes place on average within 3~5 working days from the shipment of the order in Japan mainland and within 8 working days for all other destinations in the world.
If the Express service is available, delivery will be made within 1-5 working days from the shipment of the order to all destinations.
All orders are processed automatically, so it is not possible to change the shipping and delivery times.
Couriers do not deliver on Saturday, Sunday or public holidays; delivery times may be delayed during public holidays in Japan. For delivery to EU countries, clearance procedures may cause delays beyond our original delivery estimates.
For orders placed by credit card or PayPal, an administrative check may be required with order handling times of up to 48 business hours.
*****
We are committed to respect delivery times, but during the most demanding periods (including sales) delivery times may vary slightly. Moreover, occasional technical updates to our operating system, or force majeure (such as particularly unfavourable weather conditions), may make certain delivery services temporarily unavailable or affect the time limit within which you place an order and the expected delivery times. Nevertheless, we want to reassure you that we will always commit to minimize these changes.
Can I choose the day and/or time of delivery?
Unfortunately, it is not possible to choose a specific time and day. You can still try to contact the courier directly to agree on a possible delivery date.
What are the shipping costs?
You can visualize the amount of shipping costs before closing your purchase. You can select either Standard Shipping or Express Shipping, if available.
+ SHIPMENT TRACKING
How can I track my order shipment?
All orders are sent with a traceable shipping service and, once shipped, we will send you a confirmation email containing the link to track the progress of your parcel.
You will be able to track and trace your shipping 24 hours after shipment from our warehouses.
More than 24 hours have passed and I have not received the order confirmation email; what should I do?
If you visualized the confirmation message at the end of your purchase, we suggest you to check the spam folder. If you can't find your order confirmation email, please contact us.
+ PAYMENTS
What are the payment methods available?
On brobou.com, you can make the payment by: credit card, debit card or prepaid card belonging to any international circuit, PayPal, Google Pay, and Apple pay.
Is the payment safe?
Safety is extremely important to us, so we want you to know that your information will be encrypted and safe. All transactions are processed by a secure online payment gateway that transfers payment information using the highest security standard, in encrypted form: your credit card details will be totally unreadable to third parties. We also use only secure connections, as shown by the prefix "https" and the lock symbol that appears in the address bar of the browser. To protect your purchases made by credit card, you will be asked to enter the security code CVV2/CVC2/CID for each order.
We also take the risk of fraud seriously: all credit and debit card payments are subject to validation and authorization by Alessi and your bank.
What is the security code?
For what concerns Mastercard and Visa cards, the security code is a 3-digit number you can find on the back of the card near the space reserved for the cardholder's signature. On American Express cards, you can find the security code on the front of the card and consists of 4 digits.
+ RETURNS
How can I return an item?
It is easy and free to return goods using our courier service. Please, visit our < Returns and Refund >page. You can also choose to send your return via a different courier but, in this case, costs will be on your charge.
How can I change an item?
If you would like to change the purchased item to one of a different dimension or colour, please return it; you will receive a refund and you can place a new order.
Please follow the instructions on the < Returns and Refunds > page.
Is it possible to return a product to a physical shop?
It is not possible. Items purchased from our online store cannot be returned to physical stores.
For more info please, visit our < Return and Refunds > page.
I filled out the return form but I changed my mind and decided to keep the item. What should I do?
Glad to know that! Don't worry: you don't have to do anything and you don't need to contact us.
+ REFUNDS
How long does it take to receive a refund?
Depending on the shipping method, return shipping to our warehouses may take up to 15 working days (weekends and public holidays excluded). Once received the goods, we will send you an email to confirm your refund.
All refunds will be automatically made to the payment method used to purchase. The amount will be available in your account in 5-10 working days, depending on the processing time of your bank.
How will I be refunded?
All returned items will be refunded according to the same payment method used while purchasing (credit card, prepaid card, etc.).
We will refund the amount of the returned item (or items). Shipping costs, duties, etc. will not be refunded. In case you return the entire order, all costs will be refunded.
Is it possible to be refunded on a credit card different from the one I used for payment?
For security reasons, we cannot refund you on a card different from the one used for your purchase.
