How do I place an order?
When you see an item you like, click on "Add to Cart" and continue shopping until you are ready to complete your purchase. Then, click on “My Cart”, located at the top right section of the screen or “Check Out”, located at the bottom right section of the screen and confirm your items. After you have made any changes and updated the quantities as desired, then select your check out method by logging into your account / sign up as new customer / express check out. Fill in all the required fields and complete your order.
Please review your order carefully before placing it. Once your order is submitted, we are unable to modify or cancel it.
After you click “submit order” an email confirmation will be sent to you
What types of payment do you accept?
We accept: Visa & Mastercard. We do not accept personal cheques, money orders or direct bank transfers. Please note, your card will not be charged until your order actually ships.
How do Gift Cards work?
For online purchases of gift cards please note that you will automatically receive a receipt once the purchase of the gift card is complete, however please allow up to 72 hours processing time for the gift card code to be emailed to you.
The gift card code can be used either by the purchaser or emailed directly to the desired receiver of the gift card.
This code can be used both in store and online and never expires.
Where do you ship to?
We ship with Canada Post Standard and Xpresspost shipping for domestic orders in Ontario.
How much does shipping cost?
Shipping is calculated at checkout by weight of the items. Simply click “Estimate Shipping” before checking out to find out.
How long will my order take to ship?
Most national orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise and destination. Orders shipped within two days of purchase should arrive to you within 10 business days. Orders are not shipped on the weekends or holidays and will be processed on the next business day.
Xpresspost shipping packages will arrive to you within 3 days.
Express orders are not shipped on the weekends or holidays and will be processed on the next business day.
Delivery times are estimates only and can vary depending on your location and distance from our store. These do not include delays caused by shipping couriers, busy sale periods, credit card verification processes, custom holds and any other delay outside of our control.
What happens if I’m not home when my order is arrives?
After an unsuccessful attempted delivery, a notice will be left at your address informing you which postal office it will be held at for the next 5 days. If your order is not picked up within 5 days, your order will be rerouted back to us (140 Woodbridge Ave).
Once your order is returned to the Orders Department you will be notified via email. We will hold your items for 48 hours while awaiting your response on the following options:
Re-ship your order
'Pick Up In Store' within 30 days (140 Woodbridge Ave, Woodbridge On)
(additional fees will apply to both options**)
Brandos is not responsible for any fees incurred to re-ship merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery attempts.
If the postal office is unable to deliver a package due to an incorrect address, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, Brandos is not liable for payment of return shipping costs levied by the courier (which includes any unpaid customs or taxes). In the event your package is returned to Brandos (140 Woodbridge Ave, Woodbridge ON) you will be contacted via email with the option to have your items re-shipped, have ready for Pick Up or receive a refund. Kindly note that a Return to Sender (RTS) fee of $40 will be applied to all options plus a shipping charge if applicable. We will send you a cart to process these fees OR deducted charges from your refund amount**.
** Return to Sender (RTS) parcels received will be charged $40 for processing including shipping costs back to us by the courier.
The purchaser (customer) is responsible for the complete re-shipping cost and the RTS fee.
If the customer wishes to have a refund for their purchase instead of having it re shipped, the $40 RTS fee will be deducted from their refund.
ADDRESS CORRECTION or SHIPPING TO A COMPANY/BUSINESS:
Brandos is not responsible for any fees incurred to change/update the address. In cases such as these, the customer is responsible for all fees associated with an Address Correction.
If you would like your goodies delivered to a company/place of business, please ensure both YOUR NAME and the COMPANY NAME is included in your SHIP TO address.
All courier companies require the actual COMPANY NAME to be listed if the address is associated to a business otherwise the package is deemed as residential, and therefore an ‘INCORRECT ADDRESS’ and they cannot deliver the package.
Can I pick up my order in-store instead of having it shipped?
You may choose the option to pick up the item in-store if this option is more convenient for you. Simply choose the delivery option as "PICK UP INSTORE" and your order will be ready for pick up when you receive an email notifying you that your package is now at the store. The notification email will be sent within 24-48 hours of your purchase, Monday - Friday.
**When you come to pick up your package, please have your method of payment, I.D. and order number ready. Your signature will be required to release the package.**
"PICK UP INSTORE" orders will be held for 30 days from the purchase date. If Brandos is not notified for a time extension on pick up, and the order has not been picked up within the time frame, it will be deemed abandoned. The merchandise will be restocked.
** If you wish to pick up your order in store on a weekend, your order must be placed by Friday at 12pm (noon). **
PLEASE NOTE: All "PICK UP INSTORE" orders will be available for pick up at the Brando’s location:
140 Woodbridge Ave
**For details on the Return Policy please refer to the 'RETURNS/EXCHANGES' section of this page.**
Why is my order late?
Are you sure it’s late? Please double check the shipping option you selected during checkout and the cut off times for ordering. You can check the status of your shipment using the tracking number provided in your Shipping Notification email. If it's before the advised shipping date on the courier’s website and you've had your dispatch email, then it’s on its way.
On rare occasions, we do come up against a bump in the road. If your ETA Delivery Date has passed, please contact the courier provider and reference the tracking number in your Shipping Email Notification.
Are there shipping delays during sale periods in public holidays?
Due to the huge response we receive during sale and promotional periods, there are times where we will be unable to ship your order within 24-48 hours. Please allow additional days for the processing of your order during these sale periods, as well as any public holidays when our dispatch centre is closed.
Returns & Exchanges
Can I cancel/change my order?
Unfortunately, we are unable to modify your order once it is placed. We apologize for any inconvenience and will do our best to assist you.
What is your returns & exchanges policy?
We want you to love what you ordered online!
It's simple! We do not offer refunds however, you may exchange your purchase to us within 7 days of receiving it for a new item or a credit voucher (no expiry date). We do not provide a return label and you are responsible for return shipping costs.
These items must be in their original condition unworn, unwashed, not altered in any way and not damaged. Any returns worn, washed, damaged, not in original condition, will be rejected. Returns made within 7 days of receiving your merchandise, will be inspected for approval, and you will be notified once the refund has been processed. Please allow 30 days for your return to be processed.
* Please note all returns received not in original condition will be refused and shipped back to the sender at the sender’s expense.
While you wait for your return to be process. You can purchase the correct size/colour/style you want instead. Returns can be made in person in the store or can be shipped to our orders department.
Follow these steps if you would like to make a return: Email us at firstname.lastname@example.org with the following information:Full name. Telephone number. Address. Order number.Item(s) returning. Reasons for return. Place it in your secure shipping container, clearly identifying Name, Order Number. Email the Orders department the Tracking number of the returning package. Make sure that there is no other shipping or tracking labels attached to your package.Use a trackable and insured shipping method with signature option. We cannot accept COD returns OR returns without RA number and they will be refused upon delivery.
Please note: Brando’s is not responsible for any returns that are lost or stolen while in transit.
Clearly display your order number and mail your return to:
140 Woodbridge Ave
**PLEASE NOTE: All Sale, intimates, bodysuits, accessories, beauty products and masks are final sale and are not qualified for any exchanges.
This Return Policy does not apply to any in store purchases or any online orders that are picked up in store. All purchases made in store qualify for exchange only within 7 days. Items must be in their original condition; unworn, unwashed, with tags attached, not damaged. Any returns worn, without tags, washed, damaged, not in original condition will be rejected.
What items are final sale and non-refundable?
The following items are final sale and therefore non-refundable. Credits will not be issued for the following:
-All marked down items (SALE, items purchased during a special promo ie: Promo code, Holiday Discount, Special Events etc. All items that have been discounted for any reason).
-Accessories, beauty products, intimate apparel, swimsuits and bodysuits.
-Items not in original condition.
If your items were not purchased at full price or are intimates, they are likely not eligible for return.
Are sale and clearance items final sale?
Yes, they are final sale. Sale and clearance items are sold as is. Items may have some loose sequins, embellishments, and threads or a slight tear, snag or stain. Sale and clearance items are final sale, non-refundable and non-returnable. Our quality control department evaluates each and every item to ensure that even with the slight damage it is repairable and wearable.
What happens if the item I want is out of stock?
We are a very fast paced fashion retailer and keeping up with latest trends is our way of life! This means most of our product can go out of stock quickly and to keep your items exclusive and special we don’t usually bring them back in. The good news is if you keep checking back, select items may reappear. Our customer service and store team won't know if a product is coming back in or not, so you'll see it first here or be sure to follow us on Instagram (@brandosclothing) to stay in the know.
Why was my item refunded after my purchase?
By virtue of their uniqueness and exclusivity, our products are available only in limited quantities. Because of this we cannot always guarantee their availability. Due to the uncontrolled online traffic, some items are ordered simultaneously by multiple customers and the system will process the orders as first come first serve. Therefore, item(s) ordered may become out of stock after the transaction was processed and will be refunded by our system back onto the method of payment used.
The refund may take up to 5-7 business days, this is the banking process and not something we can speed up.
Transactions are handled with bank-grade security.
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.