Lingerie Products Shipping and Return Policy

At BRASI, we are committed to providing our customers with high-quality products and a satisfactory shopping experience. Below, we detail our policy for shipping and returning lingerie products, which complies with the regulations in force in the European Union, including Regulation (EU) 2019/771.

Shipment:

Delivery Time: At BRASI, we have worked hard to provide the best service possible. Currently, we offer three types of shipping:

• Immediate shipments: We have more than 600 references available. We process shipments of in-stock products immediately during our weekdays, Monday through Friday. This service is designed to provide the best shipping speed to our customers.

• Shipments in 3 days: These are products that we sell and do not have in stock, but our suppliers do. Normally, the shipment is made within 2 days, but there may be exceptional occasions where it is delayed due to the lack of stock of our suppliers. In these cases, we will inform the user and look for ways to compensate, such as offering discounts for future orders.

The standard delivery time for our lingerie products is 2 working days from the date of order confirmation. This timeframe may vary depending on location and other factors, and will be indicated during the checkout process.

Shipping Cost: Shipping costs will be calculated automatically when making the purchase and will depend on the delivery location and shipping method selected. We offer different shipping options so you can choose the one that best suits your needs. In addition, we offer free shipping for orders placed in Spain with an amount over 45 euros and for Europe, the purchase amount must be greater than 80 euros.

Shipment Tracking: We provide tracking information so that you can track the status of your order during the delivery process. If you have any questions about the status of your shipment, please do not hesitate to contact our customer service team. Customers who make purchases without registering can track the status of their order using this link: Guest Customer Order Tracking (brasi.eu)

Detail on stock and shipping

At Brasi, we value your trust in us and strive to be transparent at every step of your shopping experience. Currently, we collaborate with two national suppliers, Lacotex in Alicante and Nati Campos in Madrid, who supply us with products that are not in our stock, but that they usually have available on a regular basis. We want to share all the details with you so that you are informed and know what to expect.

In most cases, the products you order will be available from stock at our suppliers. We have carefully selected the best domestic suppliers and products that generally maintain a stable inventory. However, there are exceptional situations that can affect the delivery experience, and we are committed to addressing them in the best way possible, even if it means taking losses to ensure your satisfaction.

Here we explain the different scenarios that may arise:

Case 1: If we have the product in stock at our offices and you make your purchase before 3:00 p.m., we offer immediate shipping.

Case 2: If the product is out of stock in our stock, we take immediate action. We place the order with our supplier right then and there. In the most favorable scenario, we receive the product on the same day and proceed to ship it as quickly as possible. However, in exceptional situations, the shipment could be delayed up to a maximum of 24 working hours, i.e. 3 working days. Our priority is to speed up this process so that you receive your order as soon as possible, keeping you informed at all times about the status of your purchase. Your satisfaction is fundamental to us.

Case 3: If our supplier does not have all the quantities ordered, we will wait until the following Monday to receive the necessary inventory. Once we have it, we will do our best to make your shipment on the same Monday or, failing that, the following Tuesday. We recognize that this situation is not ideal and will work with you to find the best solution for your needs.

Case 4: In rare cases, our supplier may face production delays, and we are unable to provide you with an estimated delivery date. We only get information about availability every Monday when orders arrive at our suppliers. In this situation, we will inform you immediately and work with you to offer you alternatives, such as different colors, similar products from other brands, or even a better quality product. If you prefer, we can also process your money back.

Case 5: In extreme situations where the factory has stopped manufacturing the product, we will inform you and find an alternative solution that fits your preferences. We are always happy to offer you a full refund if you wish. We understand that this situation can be especially frustrating and we will do our best to compensate you in some way.

Our commitment is to continue improving your shopping experience with our own stock so that you receive your orders in a timely and seamless manner. Your satisfaction is our priority, and we're here to work with you every step of the way.

Returns:

Flexible Returns for Non-Personal Hygiene Products: We accept returns for non-personal hygiene products within 15 days of receipt of the order. However, please note that these returns have a cost of 5 euros for shipping costs, which will be deducted from the customer's refund or credit.

Exchanges and returns of lingerie products, including underwear, swimsuits, bikinis, girdles, stockings, bras, socks and the like, are not accepted for hygiene reasons. This is in line with European and Spanish regulations, which establish restrictions on the return of products that cannot be resold due to hygiene and public health issues.

Defective or Incorrect Products: If you receive a defective or incorrect product, please contact us within 15 days of receiving the order. We will provide you with instructions for the return or replacement of the product according to your preferences.

Contact and Assistance:

If you have any questions or need assistance regarding your order, shipping or return, please feel free to contact our customer service team via WhatsApp or by asking directly about the product. We answer all our customers' questions. We appreciate your understanding and cooperation regarding our lingerie product return policy. We know that we are more restrictive than other brands, but you can rest assured that you will never receive products returned by other customers. Our top priority is your satisfaction and complying with regulations to ensure your safety and well-being.