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FAQ

1. Orders & Payments

Q1: How can I place an order?
A: Simply browse our shop, add your favorite products to the cart, and proceed to checkout.

Q2: What payment methods do you accept?
A: We accept all major credit/debit cards, PayPal, and secure payments through Shopify Payments.

Q3: Is my payment secure?
A: Yes. All transactions are encrypted and processed through trusted, PCI-compliant providers.

Q4: Can I cancel or change my order?
A: If your order has not yet been processed, please contact us immediately. Once shipped, we cannot make changes.

Q5: Will I receive an order confirmation?
A: Yes, you’ll receive an email confirmation right after purchase and another email once your order is shipped.

2. Shipping & Delivery

Q6: Where do you ship?
A: We currently ship across the European Union, the UK, and the United States.

Q7: How long does delivery take?
A: Within the EU: 2–5 business days.
UK & US: 5–10 business days (depending on customs).

Q8: How much is shipping?
A: Shipping rates are calculated at checkout and depend on your delivery country.

Q9: Do you offer tracking?
A: Yes, every order comes with a tracking number so you can follow your parcel in real time.

Q10: Can I change my shipping address?
A: Please contact us immediately after placing your order. Once dispatched, we cannot change the address.

3. Returns & Refunds

Q11: Do you accept returns?
A: Yes, we accept returns of unopened and unused products within 14 days of delivery.

Q12: How do I request a return?
A: Please contact our customer service with your order number and reason for return.

Q13: Who covers return shipping?
A: Customers are responsible for return shipping costs unless the product was faulty or damaged.

Q14: When will I receive my refund?
A: Refunds are processed within 7–10 business days after we receive and inspect the returned items.

Q15: Can I return opened products?
A: For safety and hygiene reasons, we cannot accept returns of opened or used products.

4. Products & Ingredients

Q16: Are your products vegan and cruelty-free?
A: Yes, all Brandissimo products are 100% vegan and never tested on animals.

Q17: Are your products organic?
A: Many of our products are certified organic (Ecocert COSMOS). Check the product description for details.

Q18: Are your products safe for sensitive skin?
A: Yes. Our formulas are dermatologically tested and made with skin-friendly, natural ingredients.

Q19: Do your products contain parabens or sulfates?
A: No. We never use parabens, sulfates, silicones, or unnecessary additives.

Q20: Where are your products made?
A: All products are responsibly crafted in the EU under strict quality and safety standards.

5. Sustainability & Ethics

Q21: Is your packaging eco-friendly?
A: Yes, we use recyclable and eco-conscious packaging whenever possible.

Q22: Do you use sustainable ingredients?
A: Absolutely. We carefully select natural, traceable ingredients with respect for the environment.

Q23: Do you test on animals?
A: Never. Brandissimo is proudly cruelty-free.

Q24: Can I recycle your packaging?
A: Yes. Most of our bottles and jars are recyclable — please check your local recycling rules.

6. Duties, Customs & Taxes

Q25: Will I be charged customs fees?
A: Orders within the EU include VAT and no extra customs fees — the price you see is final.

Q26: What about the UK?
A: UK orders are shipped under DAP terms. This means customers may be required to pay local VAT and customs duties upon delivery. For orders above 135 GBP, import duties may also apply.

Q27: And the US?
A: All import taxes and duties for US orders are already covered — customers will not be charged additional fees upon delivery.

Q28: Are duties included in the product price?
A:

  • EU orders: Yes, VAT is included in the product price.

  • UK orders: No, VAT/duties may apply separately upon delivery.

  • US orders: Yes, all duties and taxes are already covered.

7. I have another question. How can I contact you?

Feel free to reach out to our customer care team via:

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