FAQ

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Payments & Security

  • All direct payment systems adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, a joint effort of brands like Visa, MasterCard, American Express and Discover.

  • Yes, we accept online payments. Processing payments and essential customer information is fast, easy, and secure.

  • We accept payments by major credit cards such as Visa, Mastercard and American Express, as well as PayPal and Shop Pay.

Shipping & Delivery

  • From Monday to Thursday, your orders will be shipped between 24 and 48 hours, orders placed on Friday will be shipped the following Monday or Tuesday.
    During Pop Shop events or busy periods, these can take between 48 and 72 hours.

  • In Metropolitan France:
    Delivery is guaranteed depending on the choice of the service provider from 2 to 5 working days

    Abroad
    Delivery is provided by the service provider of your choice, delivery times depend on your delivery location and the choice of service provider.

  • FRANCE
    Free with purchases of €50 or more.
    • Mondial Relay: €4.50
    • Colissimo: €8.80
    • Chronopost Express: €15.50

    EUROPE
    Free with purchases of €200 or more.
    The choice of carrier (Mondial Relay or Chronopost) as well as costs and delivery times vary depending on the country.
    The charges will be displayed after entering the delivery address.

    INTERNATIONAL
    (outside the euro zone)
    Free from €300 of purchase.
    Shipping via Colissimo or Chronopost depending on the country.
    Fees and delivery times will be displayed after entering the address.
    Customs duties or local taxes may apply.

    RETURNS
    You have 14 days from receipt of your order to make a return.
    To receive your return label, please contact us by email at charlotte@brontibay.com.
    Refund will be issued within 8 to 10 days after receipt of the returned product.
    For full return policy details, please see our FAQ.

  • Yes, we deliver internationally (outside the European Union). Fees vary depending on the destination country. Delivery is free for purchases over €300.

  • As soon as your order ships, you will receive a confirmation email containing the tracking number and a link allowing you to track its progress in real time. This link will provide you with the status of your delivery and any updates. If you do not receive this email within a reasonable time, please check your spam folder or contact us directly.

Warranty & Repair

  • Our Brontibay bags come with a 6-month warranty covering any breakage, zipper breakage, or tearing caused by improper use. To preserve their beauty, care for the leather with suitable products and avoid sunlight, greasy liquids, or chemicals. A well-cared-for Brontibay will last a long time.

Returns & Refunds

  • Because sometimes you don't find your groove with a bag right away, you have 14 days to change your mind.

    How does it work?

    A simple email to charlotte@brontibay.com , and within 48 hours, a return label will be waiting for you in your mailbox.

    All you have to do is put your bag in its original packaging, say "see you soon", and entrust it to La Poste or the designated carrier.

    🇫🇷 From Metropolitan France

    Your return is made by Colissimo :

    • €7 for orders under €50

    • €8.80 for those over €50

    These fees will be automatically deducted from your refund.

    🇪🇺 From the European Union

    We advance the costs, then adjust them upon reimbursement:

    • €14.80 for orders under €100

    • €16.80 from €100 of purchase

    🌍 From International (outside EU)

    Shipping is via DHL Express :

    Any order shipped and not received by the customer, regardless of the reason, will not be subject to a full refund. Shipping costs, return costs and any taxes will be deducted from the refund amount.

    • €33 for the United States, Canada and Switzerland

    • €39 for the rest of the world

    Remember to fill out the return form : it's your passport to avoid any unexpected customs charges.

  • Up to 14 days after receiving your order.

  • A full refund is available if the returned item is in perfect condition: unused, without any traces or damage, with its original tags and packaging. The total amount of your order will then be refunded, less the return shipping costs - see below.

    ⏳ Return deadline

    You have 14 days from receipt of your order to change your mind.

    ✉️ How does it work?

    Send an email to charlotte@brontibay.com .

    Within 48 hours, a return label will be sent to your email inbox.

    Place your bag in its original packaging, say "see you soon" and entrust it to the local post office or carrier. Refunds are possible if the returned item is in perfect condition : unused, without trace or damage, with its tags and original packaging.

    The total amount of your order will be refunded, less return shipping costs.

    Return costs to be deducted -

    🇫🇷 From Metropolitan France

    Return via Colissimo :
    €7 for orders < €50
    €8.80 for orders ≥ €50

    These fees will be automatically deducted from the refund.

    🇪🇺 From the European Union

    We advance the costs, then adjust them upon reimbursement:
    €14.80 if order < €100
    €16.80 if order ≥ €100

    These fees will be automatically deducted from the refund.

    🌍 From International (outside EU)

    Return via DHL for shipment to France:

    €65 for USA and Canada
    €39 for the rest of the world
    €38 for Switzerland (via Chronopost)

    These fees will be automatically deducted from the refund.

    ⚠️ Please note : Any order shipped and not received by the customer , for any reason, will not be eligible for a full refund . Shipping and return costs and any applicable taxes will be deducted from the total refund amount .

    Important tip
    Complete the essential return form : your key to avoiding any unexpected customs charges .

  • Whether or not your order was delivered free of charge, return costs are always the responsibility of the customer.