Shipping Policy
1. Shipping Scope
This Shipping Policy applies to orders placed through brakenso.com. We currently provide shipping services to Europe and other available worldwide regions. Delivery availability may vary depending on the destination, local carrier coverage, customs requirements, remote area restrictions, and checkout availability. If your destination cannot be selected at checkout, it may not be supported at this time.
2. Order Processing Time
Orders are usually processed within 1–4 business days after payment has been successfully confirmed. Business days do not include weekends, public holidays, or days when warehouse handling or carrier pickup services are unavailable. During peak seasons, holidays, promotional periods, severe weather, customs reviews, or other unexpected situations, processing may take slightly longer.
3. Shipping Fees, Free Shipping, and Delivery Estimates
All shipping fees and free shipping thresholds are displayed in Euros (EUR). Shipping fees, free shipping thresholds, and estimated delivery times are listed below. Delivery estimates are for reference only and may vary depending on destination, carrier handling, customs clearance, local delivery conditions, and remote area coverage.
| Shipping Region | Shipping Fee | Free Shipping | Estimated Delivery Time |
|---|---|---|---|
| Europe | €8.99 | Free shipping on orders of €120.00 or more | Usually 7–15 business days after shipment |
| Other Available Worldwide Regions | €10.99 | No free shipping promotion currently available | Usually 10–20 business days after shipment |
Free shipping thresholds are calculated in Euros (EUR) based on the order subtotal after discounts and before taxes, customs duties, import fees, or other additional charges. Remote areas may require additional handling time or extra delivery review. If you are unsure whether your address is considered a remote area, please contact us at contact@brakenso.com before placing your order.
4. Estimated Delivery Time
The total delivery time includes both order processing time and carrier transit time. Delivery times are estimates only and are not guaranteed. Delays may occur due to customs inspections, carrier backlogs, incorrect address information, holidays, severe weather, remote delivery areas, or other circumstances outside our reasonable control.
5. Logistics Carriers and Delivery Partners
We work with third-party carriers, postal services, and delivery partners to deliver orders. The specific carrier may vary depending on the destination, package size, shipping method, and service availability. Carrier tracking, transportation, delivery attempts, and other logistics operations are handled by the applicable carrier. However, we remain responsible for ensuring that orders are delivered in accordance with applicable consumer protection laws. If your order is lost, damaged, misdelivered, or otherwise experiences a verified problem while in transit, please contact us at contact@brakenso.com so we can investigate the shipment with the carrier and provide an appropriate resolution.
6. Order Tracking
After your order has been shipped, tracking information will be sent to the contact information provided at checkout when available. Tracking updates may take 48–72 hours to appear after the package is collected or scanned by the carrier. You may also check your order status through our Track Order page. Please prepare your order number and the billing email used at checkout when checking tracking details.
7. Delivery Address and Failed Delivery
Please make sure your shipping address, phone number, postal code, and delivery details are accurate before submitting your order. Customers are responsible for the accuracy and completeness of delivery information submitted at checkout. If a delivery problem is caused by incorrect, incomplete, or outdated information provided by the customer, additional shipping fees, return costs, or reshipment charges may apply. Similar additional costs may apply where a parcel is refused, remains unclaimed, or cannot be delivered after reasonable delivery attempts, subject to applicable consumer protection laws.
8. Damaged, Missing, or Problem Packages
Please inspect your package as soon as it is delivered. If your package arrives damaged, contains missing items, includes the wrong item, or shows clear delivery-related problems, please contact us within 48 hours after delivery at contact@brakenso.com. To help us review the issue, please provide your order number, clear photos of the product, photos of the outer packaging, photos of the shipping label or waybill, and a brief description of the problem.
After receiving your report, we will review the information provided and, where necessary, contact the carrier or delivery partner to investigate the shipment. Where a loss, transit damage, misdelivery, or other delivery problem is verified, we will provide an appropriate resolution in accordance with applicable law and our relevant store policies.
9. Customs Duties, Taxes, and Import Fees
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, clearance charges, or other government-related fees depending on the destination country or region. These charges are not included in our product prices or shipping fees unless clearly stated at checkout. Any applicable customs duties, taxes, or import-related charges are generally the responsibility of the customer. Customs inspections and clearance procedures are conducted by the relevant authorities and may affect estimated delivery times.
10. Shipping Support
If you have questions about shipping fees, delivery time, order tracking, customs issues, remote area delivery, damaged packages, lost shipments, or address corrections, please contact us at contact@brakenso.com. You may also reach us by phone at +351 211 919 176. Please include your order number and any available tracking information so we can assist you more efficiently.