To our valued Customers, I wanted to give you an update in light of this current pandemic. 

Our day to day lives are being disrupted at the moment, and as a company we are no different. However BRIOLLY will continue to provide the same seamless experience you have come to expect. 

• Our delivery services have plans in place for a no contact drop-off service removing the need for direct contact for both parties.
• We have extended our return guarantee to 60 days. This extended window is valid for orders placed from 1st February 2020. Any order placed before this date will receive the traditional 30 day exchange.
• Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. 
• Although some countries have closed their borders, this measure applies to people and not goods. Your order will therefore be able to arrive safely, and we very much appreciate your patience if it is delayed. For more information on each country, please see Royal Mail’s webpage. 
• We are also prepared for Government announcements and have taken measures for our staff to work from home. We kindly ask for your patience as and when things may escalate and we will keep you updated as we go through this together.

To reiterate, for now at least, it is business as usual for us and we are confidently prepared for changes as the situation develops. Our brand is your brand, so if you have any questions please contact support@briolly.com, and one of the team will get back to you as soon as possible. 

In the meantime, please take the necessary precautions to protect yourself and those around you. Thank you for your incredible loyalty and support. 

 COVID-19 Shipping Adjustments

We are working with our postal/courier partners around the world to maintain services, however orders may be delayed. Many countries have implemented special measures to combat the spread of COVID-19, especially eliminating the need for customer signatures, to maintain social distancing.

The majority of borders remain open however there are significant delays to some countries right now due to a lack of available transport links and suspension of some postal operations.

Ordering

Q: I have a question about my order, what should I do?

For any questions regarding orders, please contact support@briolly.com. We will always make our best efforts to accommodate requests for expedited processing.

Q: How to track my order?

You can click HERE to find ways to track your order. If you still have some questions, please feel free to contact us: support@briolly.com

Q: Can I change or cancel my order?

We process orders quickly, so we’ll do our best to help you with any changes or cancellations before your items starts making moves. Send us a note as soon as possible at support@briolly.com

Q: Is my payment secured?

Your payment is secure and your information always remains private. All information is encrypted form to ensure the overall security of all sensitive information.

Shipping

Q: When will my order ship out?

Orders could ship in 1-2 business days. During promotional or holiday weeks, your order will ship within 4 business days. If you want to double-check on your order status, send us a note at support@briolly.com

Q: UK- US delivery

All orders are shipped directly from our UK & US warehouses within 1-2 business days of the order being placed.

Orders placed on the weekend will be shipped out on Monday.

The estimated shipping time begins from the day your order is dispatched.

Shipping methods:

• Standard Shipping (5-7 working days).
• 2-Day Delivery (2 working days).

Q: International delivery (outside UK & US)

All orders are shipped directly from our UK & US warehouses within 2-3 business days of the order being placed.

Orders placed on the weekend will be shipped out on Monday.

The estimated shipping time begins from the day your order is dispatched.

Shipping methods:

• Standard Shipping (7-15 working days).
• Priority Shipping (5-10 working days)

Please note that all customs, taxes, and duties will be paid by the customer. 

Q: How much duty and taxes will you have to pay?

We’re unable to supply estimated duties and taxes as this information will vary by country.

We are not responsible for any import or custom fees associated with your order, please check with your country’s regulations to see if there will be any additional costs. This includes any import fees for orders sent with Free Express shipping.

If you choose to refuse the customs fee and the parcel is returned back to us - a shipping & handling fee may be deducted from your refund.

If you're unsure on whether you will need to pay customs or import fees then we recommend you contact your local customs office for more information before placing your order.

Discounts & Promotions

Q: How do I add a discount or promotion code?

Have a discount? Awesome! You can add it to your order when moving through checkout. There will be a box on the right side of the screen above your order's subtotal. Enter the code and your total will reflect the new amount.

You can only use one discount code per order unless otherwise specified.  If you have multiple discounts, save one for your next order or send it to a friend.

Discount codes are only applicable to “discountable” items. Exclusions may include gift cards, special merchandise, and other items.

Q: Why isn't  my discount code working?

Some of the common reasons why promotional codes don't work are:

• Code has expired
• Promotion is not available on the merchandise in cart
• Cart minimum has not been met
• Mistake when entering the code (don't add any spaces!)

Please go back and check to make sure that none of these apply.  Discounts do not apply to the purchase of gift cards or accessories. Discounts are not applicable on previous orders. Discounts cannot be combined with other offers or promotions.

Code still not working? Email our team at support@briolly.com, we can help troubleshoot from there! 

Returns & Exchanges

Q: How do I return my items?

If you are not completely satisfied with your order, please contact our Customer Support Team at support@briolly.com stating whether you would like a refund or exchange and your reason why. Please include your full name and order number in the email. If you would like an exchange, please include the changes you would like made to your order. We offer a 60 day exchange or refund guarantee. This 60 day window begins once an order has arrived.

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to the warehouse after the 60 day exchange or refund window has passed will be returned to the customer.

Q: What is your return policy?

Due to the ongoing COVID-19 situation, we have extended our return guarantee to 60 days.

If you have any questions, please contact - support@briolly.com and a member of our team will be happy to help!

Unfortunately we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for any charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to our warehouse after the 60 day exchange or refund window has passed will be returned to the customer.

Q: What is your exchange policy?

We are committed to exchange the product for you if the size is not appropriate. But you can only exchange it for the same product with same color, and there is only one chance to do the exchanging. Customers will be responsible for exchange shipments & cost. All replacements are at the discretion of our team. For any questions, please reach out to support@briolly.com

Q: I have received the wrong item!

In the extremely unlikely event you have received the wrong item, please contact our Customer Support Team at support@briolly.com immediately with the following information and we will be happy to help.