Help Centre
This page addresses the most common questions we receive, but if you’d prefer to speak with us directly, please don’t hesitate to get in touch at support@brawstore.com
DELIVERY
What is a Pre-Order?
A pre-order allows you to purchase an item before it’s available for immediate shipping. By pre-ordering, you secure your Explorer Pack from our initial production run, ensuring you’re among the first to receive it. Once production is complete, your order will be shipped to you on the expected shipping date provided at checkout.
If you have any questions about pre-orders or shipping timelines, feel free to contact our support team at support@brawstore.com
Shipping
We are a small, independent company, and while we work hard to get your orders out as quickly as possible, shipping times may occasionally vary. We ship and deliver orders Monday to Friday, excluding Bank Holidays. Our warehouse does not operate on weekends, so any orders placed after 12pm on Friday will be processed the following Monday.
The estimated transit times below apply to in-stock items once your order has been processed. For pre-orders, shipping will begin as soon as stock arrives, and we’ll keep you updated every step of the way.
If you have any questions about your delivery, please don’t hesitate to contact us at support@brawstore.com. Thank you for your patience and support!
Which delivery companies do you use?
Bags are always shipped using Royal Mail, ensuring reliable service and detailed tracking for your peace of mind.
Where do your parcels ship from?
All UK parcels are shipped from our warehouse in Scotland.
My delivery is taking longer than expected - what can I do?
Before checking your tracking information, please double-check that the item you’ve purchased isn’t a pre-order or, if buying multiple items, that one of them isn’t a pre-order. All items in your order will be shipped together based on the pre-order timeline provided at checkout. Tracking information will be updated and sent to you as soon as your order has shipped.
If your tracking hasn’t updated within the shipping estimate timeline, please don’t hesitate to contact us at support@brawstore.com, and we’ll look into it for you. If you’re in a rush, we’ll do everything we can to assist.
How can I track my order?
You’ll receive a shipping confirmation email once your order has been dispatched, which will include all your tracking information. If your order contains a pre-order item, tracking details will be provided once the entire order has shipped.
Can I alter my shipping address after checkout?
Please contact us at support@brawstore.com, and we’ll do our best to assist you.
If not a pre-order item, we aim to dispatch all orders as quickly as possible, so kindly double-check your address before completing your order.
Returns & Refunds
What is your returns policy?
If you're not satisfied with your purchase, we accept returns within 30 days from the delivery date.
Please note, we cannot accept items that show any signs of use or wear.
All items must be returned:
- In brand new, unused, perfect, resalable condition.
- With all original tags still attached and intact.
- In their original polybag.
We reserve the right to deny a return if these conditions are not met.
Please allow up to 10 days from the date we receive your return for processing, although we typically process returns within 5-7 days.
Only items purchased directly from www.brawstore.com can be returned to us.
If you'd like an exchange, please initiate a return and place a new order.
Please note: Return shipping is not free, and initial delivery charges are not refunded.
How do I request a return?
If all the above conditions are met, we will provide you with a Returns Form to print, sign, and include with your return. This is for administrative purposes and helps ensure your return is processed quickly and efficiently.
To request a return, please email us at support@brawstore.com with the following details:
- Name:
- Order Number:
- Product:
- Reason for Return:
Do I need to pay for return shipping?
Please note: We do not cover the cost of returns, and initial delivery charges are non-refundable.
My order was a gift but I want to return it?
Please contact us at support@brawstore.com, and we’ll assist in locating the original order. To help us find it, please provide the email address, name, or delivery address of the person who made the purchase.
Unfortunately, we cannot process any returns without locating the original order. All refunds will be issued to the original method of payment.
Order Queries
Can I change my order or add items to my order after checkout?
f your order hasn’t been dispatched yet, please contact us at support@brawstore.com, and we’ll update the details for you and send you a payment link if needed.
How do I cancel my order?
We can cancel your order as long as it hasn’t been shipped. Please contact us at support@brawstore.com as soon as possible to arrange this.
I’ve cancelled my order, when will I receive my refund?
Refunds may take 5-7 business days to be processed and returned to your account. This timeline depends on your payment provider and date order was cancelled.
Help! I'm missing an item from my order?
We’re sorry to hear that. If you’ve ordered two bags, they may be shipped in separate boxes and can sometimes arrive at different times. If the missing item doesn’t arrive shortly after the first, please contact us at support@brawstore.com, and we’ll resolve the issue as quickly as possible.
Help! I’ve received the wrong item(s)?
We’re very sorry about this. Please contact us at support@brawstore.com, and we’ll resolve the issue for you as quickly as possible.
I’m having trouble placing an order. What should I do?
Please ensure your delivery and billing addresses are entered correctly. If the issue persists, try using a different payment method, such as another card or PayPal. If you’re still experiencing problems, contact us at support@brawstore.com, and we’ll assist you with placing your order.
How do pre-orders work?
Pre-ordering allows you to secure an item before it’s available. As a small company, we produce in limited batches to maintain the highest quality standards, which can occasionally result in limited availability.
The dispatch date for pre-ordered items is listed on the product page. If you’re unsure or need clarification, please contact us at support@brawstore.com, and we’ll be happy to confirm the details for you.
When is payment taken for my pre-order?
Payment is taken at the time you place your pre-order. If you change your mind or wish to cancel before your pre-order is fulfilled, no problem—just contact us at support@brawstore.com, and we can assist with any changes.
Can I purchase other products along with a pre-order item?
Absolutely! However, we’ll typically hold all items until your entire order is ready to be shipped. If you’d prefer the other items sooner, just contact us at support@brawstore.com, and we’ll do our best to help.
Can I update the address for my pre-order?
Of course! Just contact us at support@brawstore.com, and we’ll update it for you.
Will I be kept updated on the progress of my pre-order?
Absolutely! We’ll keep you informed about any updates or changes to the delivery timeline.
Payment & Promos
I have a discount code—how do I use it?
At checkout, you’ll see a box labelled “Discount code” on the right-hand side or at the bottom of the checkout page, depending on your device. Enter your code into this box, click “Apply,” and your discount will be automatically deducted from the total.
How can I check if my order was successful?
You should receive a confirmation email shortly after placing your order. If you don’t see it, please check your spam, junk folder or promotions tab. If the email isn’t there, contact us at support@brawstore.com, and we’ll investigate for you.
I’ve been charged, but my order didn’t go through—what should I do?
Occasionally, banks may place a temporary hold on funds even if the order hasn’t gone through. These funds will be released back into your account automatically, but it may take a few days to appear. If you haven’t received a confirmation email, please contact us at support@brawstore.com, and we’ll look into it for you.
Why are there multiple charges on my financial statement?
If you attempted to place your order more than once, each attempt may appear as a pending charge on your statement. Any declined charges will be automatically removed from your statement within 3-5 business days. No funds were withdrawn for unsuccessful transactions.
What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal, Shopify Pay, Apple Pay, and Google Pay.
Product Queries
Where are BRAW products designed and manufactured?
Our bags are proudly designed in Scotland, blending modern innovation with functional design.
We work closely with an, experienced workshop in China that specialises in high-quality craftsmanship. Our manufacturing partner is committed to upholding ethical practices, including fair pay, safe working conditions, and responsible labour standards.
We maintain regular communication with the team and conduct thorough quality checks to ensure every BRAW product meets our exacting standards. This approach guarantees that your bag is built to last and ready to explore further.
Which airlines is the Explorer Bag designed for?
The Explorer Bag has been carefully designed to meet the personal item size requirements of major budget airlines, including Ryanair and EasyJet, allowing you to travel hassle-free and avoid additional baggage fees
How do I care for my bag?
To keep your bag in top condition, gently clean off dust or dirt using a damp, lint-free cloth. Avoid scrubbing to prevent damage to the material. For tougher stains, you can use a small amount of mild soap and water.
Allow the bag to air dry naturally and remove any excess moisture with a soft cloth.
To ensure your bag lasts, avoid:
- Machine washing or tumble drying
- Harsh soaps, detergents, or solvents
- Ironing or using starch
- Prolonged exposure to direct sunlight
Following these guidelines will help preserve the quality and durability of your bag.
How big is the laptop compartment on the Explorer Bag?
The laptop compartment on the Explorer Bag is designed to fit laptops up to 13". For more details, please refer to the product page.
Data Privacy
Where can I find your Privacy Policy?
You can view our Privacy Policy here.
How do I unsubscribe from your marketing emails?
To unsubscribe from our marketing emails, simply click the link at the bottom of any email you receive from us. Alternatively, you can contact us at support@brawstore.com, and we’ll handle it for you. If you need any further assistance, don’t hesitate to reach out.
How do I request the erasure of my personal data?
To request the removal of your personal data, please contact us at support@brawstore.com, and we’ll take care of it for you.
Warranty
Is there a warranty on your products?
At BRAW, we prioritise quality and durability in every product we create. All our bags come with a 1-year warranty as standard, covering defects in materials or workmanship. If you have any issues with your bag within this period, please contact us at support@brawstore.com, and we’ll assist you.
Help! My bag has a fault, what can I do?
We’re sorry to hear about the issue with your bag. We pride ourselves on creating durable products and want to help. If you believe the fault falls under your warranty, just get in touch with your name, email address, order number, and date of purchase so we can locate your product details. If it’s covered, we’ll do our best to assist you.
What’s Not Covered Under Warranty?
Our warranty does not cover the following:
- Normal wear and tear from regular use, including natural fading, material breakdown, UV damage, rips, tears, punctures, or abrasion.
- Accidental damage, misuse, or improper care of the product.
- Damage caused by unauthorised repairs or modifications.
- Cosmetic issues that do not affect the functionality of the product, such as scratches, scuffs, dents, or dings.
- Products purchased from unauthorised dealers or second-hand sources.
How do I make a warranty claim?
If you believe your product has a manufacturing defect covered by our warranty, please follow these steps:
Step 1: Contact us at support@brawstore.com and provide the following information:
- Your full name
- Order number or valid proof of purchase
- Product name and colour
- A description of the issue, along with photos of the defect
Step 2: Our customer support team will review your claim and confirm if the issue is covered under the warranty. If it is, we will provide you with the next steps.
Step 3: If necessary, you may be asked to send the product to our warehouse for evaluation. We will provide you with the shipping address and instructions.
Step 4: If the defect is confirmed and covered under the warranty, we will replace the product. If the original item is no longer available, we will offer a comparable replacement.
If you have any further questions, feel free to reach out to us for assistance.
How long will a warranty claim take?
Our standard turnaround time is 4 weeks from the moment we receive your product until it is returned to you. While we strive to complete the process as quickly as possible, some cases may take longer, particularly during peak seasons, where turnaround times can extend beyond six weeks.
Are there any limitations to the warranty?
The 1-year warranty offered by BRAW is the sole and exclusive warranty for our products. It supersedes any prior warranties or representations, whether written or verbal. BRAW is not responsible for any consequential or incidental damages.