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Returns

Here you will find information about everything you need to know about returning. However, if you didn't find the answer to your question, our customer service will help you via email info@houseofbrandon.com or by phone 029 170 7100. 

Returns

1. Exchange

2. Right of return

3. Making the return

4. Processing the return

5. Return fee

6. Not collecting the order

7. Returning from Sweden

8. Returning from outside of Finland & Sweden

 

1. Exchange

The first exchange is free, we recommend this as the first alternative. For a second exchange, or exchanges after that we take a 3,99€ handling fee. Be in contact with our customer service when you want to make an exchange, this way you will get your exchange product as soon as possible. 


2. Right of return

The right of return is 14 days. 

The right of return starts from the day that you picked up your order. The right of return only applies to products that are unworn and marketable. You can try on the product at home, but when returning the product, labels must still be attached. Taking off labels is a decision to buy and keep the product. Worn, dirty (makeup, fake tan etc.) or damaged products will not be reimbursed. If you notice any damages on the product that could have come from the transportation, be in contact with our customer service at once. 

Underwear, cosmetics and facemasks have to be returned in an unopened bag. If you have tried on these kind of products they can not be returned. When returning shoes, the shoe box has to come back too, in the same condition as it was when it came to you.

If a returned product is deemed non-marketable and is returned back to the customer, the transportation fees are paid by the customer. 


3. Making the return

If your'e not happy with the products you have ordered, you can make a return. Declare your return by logging in to your account on www.houseofbrandon.com

If you do not have a House of Brandon -account you can declare your order using your email and order number. 

When you have declared your order, take your well packed return to Posti or Matkahuolto: 

  • Return via Posti: use the return label that came with your order and and take your return to Posti
  • Return via Matkahuolto: tell the return code 9520717 to the person working at the Matkahuolto service point

Remember to save the receipt you get when leaving your return at a service point, until you have been informed by us that your return has been processed.

If you return an order made with a gift card, we will pay the refund to your House of Brandon account. If you do not have an account, we will send a new gift card code to your email with the sum that remained after your return. 


4. Processing the return

A return is processed, and reimbursed, 16 days after we received it to our warehouse. You will receive an email when your return has been processed. 

If you are returning from an order paid via Klarna, be sure to inform Klarna about your return, so they can freeze your invoice. 

Klarna customer service weekdays 8:00-18:00 at 0942599771 or https://www.klarna.com/fi/ 


5. Return fee

These are the fees we charge for returns: 

  • Internet bank, credit card or PayPal - 3,99€
  • Klarna - 4,99€
  • Returning from Sweden - 5,99€
  • Returning from outside of Finland and Sweden - 9,99€

The limit for free transportation on your order is 99€, when you have chosen Matkahuolto as the carrier. If the value of the order is below 99€ after you have made a return, a transportation fee of 3,99€ will be added to your order. When choosing Posti as the carrier the transportation fee is always 3,99€ no matter the value of your order. 


6. Not collecting the order

If you are not able to pick up your order, you can write a power of attorney to a person you trust who can pick up your order. You can also buy more storage time from Posti https://www.posti.fi/fi/asiakastuki/asiakastuki-lahetys-matkalla/haluan-muuttaa-jo-lahetetyn-lahetyksen-tietoja

Not collecting the order is not to cancel the order. We charge 14,99€ for orders that are not picked up, unless there is an agreement with the customer service. 


7. Returning from Sweden

We charge a fee of 5,99€ for returns from Sweden. 

 

You can use the same plastic bag/carton you received your order in for the return. Put the return sheet inside the package, or a piece of paper with your name and contact information on, so we know whose return it is. Also write down you IBAN bank account number if you paid with a credit card or internet bank, so we have it for the refund. Take off the old address label and put on the return address label that came with your order. Leave the return at the same place from where you picked it up.
Remember to save the receipt you get when the return has been left, until you have been informed by us that your return has been processed. 


8. Returning from outside of Finland & Sweden

 

The return fee is 9,99€.

The return is completely on the customers responsibility. When you have made the return, be sure to save the receipt you get from the carriers service point, where your returns tracking number is, until you have gotten an email from us saying that your return has been processed and paid. This receipt is also proof that the return has been made. 

You can use the same plastic bag/carton you received your order in for the return. Put the return sheet inside the package, or a piece of paper with your name and contact information on, so we know whose return it is. Also write down you IBAN bank account number if you paid with a credit card or netbank, so we have it for the refund.  

The return should be made to this address: 

Receiver: Fashion Trade Scandinavia Oy
Kelatie 8 D 1
01450 Vantaa
FINLAND

Our email address info@houseofbrandon.com can be put down as part of the receivers contact information.