Returns & Refunds

Last updated: 22 June 2026

Our promise

We want you to love your Brance bag. If it's not right, you can return it within 30 days of delivery for an exchange or a full refund. This is on top of your statutory rights under UK consumer law.

What can be returned

• Items that are unused, in their original condition and with any tags attached.
• Items returned within 30 days of the delivery date.

For hygiene reasons we may be unable to accept returns on items that show clear signs of use, unless they are faulty.

How to start a return

1. Email support@shopbrance.com with your order number and the item you'd like to return or exchange.
2. We'll reply with simple return instructions and an address.
3. Pack the item securely and send it back to us.
4. Once it arrives and is checked, we'll process your exchange or refund.

Refunds

Refunds are issued to your original payment method, normally within 5 to 7 business days of us receiving and checking your return. We'll email you when it's done. Depending on your bank, it can take a few extra days to appear on your statement.

Exchanges

Want a different colour or model? Let us know when you start your return and we'll arrange the swap. If there's a price difference, we'll sort it fairly either way.

Faulty or incorrect items

If your item arrives faulty or we've sent the wrong thing, please contact us straight away. We'll cover return costs and send a replacement or full refund. Faulty items may also be covered by our 3-year warranty.

Return shipping costs

For change-of-mind returns, you cover the cost of sending the item back. For faulty or incorrect items, we cover it. We recommend using a tracked service so your return doesn't get lost.

Need a hand?

Our team is happy to help with any return or refund. Email support@shopbrance.com or use our contact form.