FAQ

How do I place an order?

You can place an order directly on the website by selecting the color and size you want of a product from its page and then adding it to the cart. Then follow the steps until payment is confirmed.

Do I have to create a customer account to place an order?

No, you can order as a guest. However, by creating an account, you will be able to place orders without having to fill in your details each time. You will be able to track your deliveries in a few clicks and receive our newsletters.

Can I modify or cancel a confirmed order?

We cannot modify or cancel a confirmed order. However, once the article(s) are delivered, you have a right of withdrawal as described in Article 8 of the GTC.

What if I can’t place an order?

Please send an email to customerservice@broderskab.com and we will be happy to help you place your order.

I never received a confirmation email for my order, what should I do?

Please contact Broderskab customer service by email at: customerservice@broderskab.com . You’ll need to provide your purchase date and payment method (credit card or PayPal).

How do I access my invoices?

Once your order has been placed, you’ll receive your invoice by email. You can also find all your invoices in your customer account. For orders outside of the European Union, your invoice will be included in your package. For orders shipped to Korea, an FTA invoice will be automatically included in your package. FTA invoices are only for shipments with a delivery address in Korea. FTA invoices cannot be issued for deliveries to other countries.

All transactions are encrypted for your security. The authorization servers are then checked in order to verify the payment data and to combat abuse and fraud. SSL encryption technology ensures the security of the data you enter during the banking transaction.

Which payment methods do you accept?

We accept payment by credit card (all credit cards are accepted). We also accept payment via PayPal (can be split into four payments if desired).

When will I be charged?

If your payment method is valid, your total will be automatically charged on the day of purchase.

Why was my credit/debit card declined when I tried to pay?

 

If your order was declined/payment was not validated, your bank or credit card company may be the source of the problem. During payment validation, they receive a pre-authorization request. We recommend contacting your bank or credit card company. If you still receive an error message during payment, please contact us at: customerservice@broderskab.com. Tell us your payment method (credit card or PayPal), order number, and the date the order was placed, and we will do our best to assist you.

Which countries do you deliver to?

Algeria, Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Chili, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Ecuador, Estonia, Finland, France, French Guiana, French Polynesia, Georgia, Germany, Greece, Guadeloupe, Guam, Guatemala, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kuwait, Latvia, Lebanon, Lichtenstein, Lithuania, Luxembourg, Macao, Macedonia, Malaysia, Maldives, Malta, Martinique, Mexico, Monaco, Montenegro, Morocco, Netherlands, New Caledonia, New Zealand, Norway, Paraguay, Peru, Poland, Portugal, Puerto Rico, Qatar, Reunion, Romania, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Tunisia, Turkey, Ukraine, United Arab Emirates, United Kingdom, Uruguay.

What are the delivery times?

• Standard delivery in mainland France (including Corsica), Monaco and Andorra: 2 to 3 working days*
• Standard delivery in the European Union: 3 to 5 working days*
• Express delivery to the rest of the world: 3 to 6 working days*

How can I track my order?

As soon as your order is shipped from our warehouse, you will receive an email with your parcel tracking number.

You can consult the progress of the delivery at any time on the La Poste or DHL site with the tracking number sent to you previously in your shipping email.

• http://www.colissimo.fr/particuliers/home.jsp
• http://www.dhl.com

Can I modify my delivery address after my order has been placed?

Unfortunately, once your order has been placed the delivery and billing addresses, phone number, and email address cannot be modified.

Can I pick up my order in-store?

No, unfortunately we do not offer package delivery to any of our boutiques.

Where can I receive my order?

We deliver to the address of your choice (home, business address, etc.). However, you cannot receive your package in one of our stores.

How much is delivery?

The delivery costs are fixed and set as follows:

• Delivery* in France: 8 euros – *Free delivery from 80 euros
• Delivery* in Germany / Nederland : 20 euros – *Free delivery from 180 euro
• Delivery* in UK : 25 euros – *Free delivery from 300 euros
• Delivery* to the rest of Europe: 12 euros – *Free delivery from 180 euros
• Delivery* to Japan: 5360 yen – *Free delivery from 36000 yen
• Delivery* to Hong Kong, China or Macau: 365 HKD – *Free delivery from 2700 HKD
• Delivery* to Australia: 60 euros – *Free delivery from 300 euros
• Delivery* to Taiwan / Singapore / Korea: 45 euros – *Free delivery from 300 euros
• Delivery* to the rest of the world: 40 euros – *Free delivery from 300 euros

For delivery in Japan, the amount of your payment does not include taxes. You may have to pay customs duties and courier fees when you receive your order.

How can I make a return?

If you wish to make a return, you can return your items to us at this address:

Broderskab Webstore
32, Boulevard Du Port
95 000 Cergy France

Please enclose the return form that comes inside your package with your return, duly completed with:

• Last name
• First name
• Order number
• Reason for return

The “return” shipping costs are the responsibility of the buyer. Items can be returned within 14 days from the date the package is received. Returns cannot be made in store.

Can I return an item purchased online at a Broderskab boutique?

No, our boutiques are not able to accept returns for items purchased on our website. Purchases made in our boutiques cannot be returned to Broderskab headquarters either.

Can I exchange an item?

No, we do not accept exchanges. If you’d like an item in a different size or color, simply return the item and place a new order.

Do I need to use a specific shipping service to return products?

You can use any shipping service you like to return an item. We recommend choosing a service that provides tracking (with a package tracking number) so you’ll know when your package has been delivered.

What should I do if I receive a defective item?

Please contact Broderskab customer service by email at the following address: customerservice@broderskab.com. You will need to specify your order number and send us a photo of the defective item so that we can inform you of the steps to be taken as soon as possible.

What if I receive an incorrect article?

Please contact Broderskab customer service by email at the following address: customerservice@broderskab.com. You will need to specify your order number and send us a photo of the defective item so that we can inform you of the steps to be taken as soon as possible.

What should I do if an item is missing from my order?

Please contact Broderskab customer service by email at the following address: customerservice@broderskab.com .

Where are the products shipped from?

Products are shipped from our warehouse in France.

Which shipping services do you use?

Within France, shipments are fulfilled by Colissimo. For the European Union and all other countries, we use DHL.

When will my order be shipped?

Orders are shipped from our warehouse within 48 hours of the purchase date, excluding weekends. For example, if you place your order on Friday, it will be shipped Tuesday.

I am looking for a product that is not on the website

The website presents our current collections and collaborations. If you cannot find the product you are looking for, please contact customerservice@maisonkitsune.fr with the link or information about the product you are looking for, and we will do our best to help you.

What if an item I want to buy is out of stock?

Stock is limited and items tend to sell very quickly. You can nevertheless subscribe to the stock alert by clicking on the size that is out of stock. You will then be alerted by email when the product is back in stock.

Where do I find the size guide?

You can view the size guide directly on our product pages. You can also use our “fitle” tool to help you choose the right size (the tool is available on our product pages, just click the “What’s my size?” icon.

How can I get more information about a product?

You will find general information on the product sheet, including composition, available colors and size. For specific questions, you can contact Broderskab customer service by sending an email to customerservice@broderskab.com .

How do I take care of the items I purchased?

Each item is accompanied by corresponding maintenance instructions. Please follow these instructions carefully. If you have specific questions regarding garment care, please contact us at the following address: customerservice@broderskab.com.

How can I subscribe to the Broderskab newsletter?

You can subscribe to our newsletter from each page of the site through the navigation section at the bottom of the page, or when creating an account. Just click on “Subscribe”. Enter your full name, email address, country and select your interests from Fashion, Music and Coffee. By subscribing to the Broderskab newsletter, you agree to receive information regarding seasonal product launches, sales, collaborations and events.

How can I unsubscribe from the Broderskab newsletter?

Please note that with the creation of a Broderskab account, you will receive a subscription to the Broderskab newsletters if you check the “Subscribe to newsletter” box. You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive. You can also unsubscribe from the newsletter through your customer area, by logging into your account and modifying your subscription preferences.