FAQ
Last updated: 18 August 2026
Everything you need to know about ordering, sizing, shipping, returns and payments at Brand Store. If your question is not answered here, email us at [email protected].
Orders
How do I place an order? Pick your product, select your size, add it to the cart, and complete checkout. You will receive an order confirmation by email once payment is successful.
I did not receive an order confirmation email. Check your spam and promotions folders first. If it is not there within an hour of ordering, email us at [email protected] with the email address you used at checkout.
Can I change the size, colour or address after ordering? Only before dispatch. Email us as soon as possible with your order number and the change you need. Once a parcel is handed to the courier, we cannot modify it.
Can I cancel my order? Yes, any time before dispatch. Email [email protected] with your order number. If payment has already been taken, the amount is refunded to your original payment method.
Do you accept bulk or wholesale orders? Yes. Email [email protected] with “Business Enquiry” in the subject line, along with the styles and quantities you need.
Sizing & fit
How do I know which size to order? Every product page has a measurement chart in inches. Measure a garment you already own and compare it to the chart — this is more reliable than going by your usual S/M/L.
Your sizes seem different across products. Fabric and cut change how a garment sits, so we publish measurements per product rather than one universal chart. Always check the chart on that specific product page.
What if the size does not fit? You can request an exchange within 30 days of delivery, as long as the item is unused, unwashed, and in its original packaging with tags attached. See our Refund and Returns Policy.
Payments
What payment methods do you accept? All major credit and debit cards, UPI, net banking, and popular wallets through our secure payment gateway.
Is it safe to pay on your site? Yes. Payments are processed by a PCI-DSS compliant payment gateway over an encrypted connection. Brand Store does not store your card details.
Are there any hidden charges? No. The amount shown at checkout is the final amount, inclusive of applicable taxes. Any shipping charge is displayed before you pay.
My payment failed but money was deducted. Failed-transaction amounts are usually auto-reversed by your bank within 5–7 working days. If it has been longer, email us with your order attempt details and we will help you trace it.
Shipping & delivery
Where do you ship? Across India. Orders are dispatched from our unit in Okhla Industrial Area, New Delhi.
How long does delivery take? Orders are usually dispatched within 1–2 working days. Delivery typically takes 3–7 working days depending on your location. Remote pin codes may take longer.
How do I track my order? A tracking link is emailed to you as soon as your parcel is dispatched. If tracking has not updated for more than 48 hours, email us with your order number.
What if I am not available at delivery? Most couriers attempt delivery two to three times. If all attempts fail, the parcel is returned to us and we will contact you to arrange a re-ship or refund.
My parcel arrived damaged or opened. Do not accept it if the damage is visible at the doorstep. If you have already accepted it, email us within 48 hours with photos of the parcel and the product.
Returns, exchanges & refunds
What is your return window? 30 days from the date of delivery.
What condition must the item be in? Unused, unwashed, undamaged, with all original tags and packaging intact.
What cannot be returned? Gift cards, downloadable products, certain health and personal care items, and any item not in its original condition or returned after 30 days. Full details are in our Refund and Returns Policy.
How do I start a return or exchange? Email [email protected] with your order number and the reason. We will confirm eligibility and share return instructions. Please do not ship anything back before you hear from us.
Who pays for return shipping? You are responsible for return shipping costs, and these are non-refundable. If a refund is issued, the return shipping cost is deducted from it. For higher-value items we recommend a trackable courier service.
When will I get my refund? Once your return is received and inspected, we email you the approval or rejection. Approved refunds are credited to your original payment method within 7–10 working days.
Can I get a refund on a sale item? No. Only regular priced items are eligible for refunds. Sale items cannot be refunded.
I received the wrong or a defective item. Email us within 48 hours of delivery with your order number and photos. We will arrange a replacement or a full refund at no cost to you.
Products & care
Are the colours in the photos accurate? We photograph products in natural light and edit as little as possible. Slight variation can still occur because of screen settings and lighting.
Will an out-of-stock item be restocked? Popular styles are usually restocked. Email us with the product name and size and we will let you know when it returns.
How should I care for my garments? Follow the care label stitched into each garment. As a general rule, wash dark colours separately in cold water, turn printed garments inside out, and avoid direct sunlight while drying.
Account & privacy
Do I need an account to order? No, you can check out as a guest. An account simply makes it easier to track orders and reorder.
How is my personal information used? Only to process and deliver your orders and to provide support. We do not sell your data. See our Privacy Policy for details.
Still need help?
Email [email protected] with your order number and a short description of the issue. We reply to most emails within 24 working hours, Monday to Saturday, 10:00 AM – 6:00 PM IST.