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How Can I Contact You

Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to say hello, click the chat icon found at the bottom right of this page for a quicker response.

Please only send ONE MESSAGE AT A TIME. Don't worry, our team will be in contact as quickly as we can.

*Please also get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.

Why Don't You Have Phone Number?

we do not have a call centre and we're not set up to handle high volumes of phone calls.

Brilinton brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.

How Do I Contact You By Email?

If you like to email us, please contact the following: support@brilinton.com

You can expect a reply within 24 hours, except during busy sale periods, which may take slightly longer.

For a faster response though, we do encourage you to click our Chat Icon at the bottom right hand corner of your screen.

Important Information for Your Order:

Thank you for choosing Brilinton for your luxury shopping experience. We want to ensure that your order process is seamless and transparent. Here are some important details to keep in mind:

Order Confirmation: Upon placing your order, you will receive a confirmation email from us. This confirms that we've received your order and it's being processed.

Shipping Confirmation: Once your order has been dispatched from our warehouse, you will receive a second email containing your tracking information. This allows you to monitor the status of your delivery every step of the way.

Gift Card Purchases: Please note that purchases made with Gift Cards do not count towards the threshold for free shipping.

Delivery Concerns: If, by any chance, your order doesn't arrive within the specified delivery timeframe or arrives damaged, please contact us within 7 days from the delivery date indicated on your tracking information. We're here to assist you and ensure your satisfaction.

Shipping Exclusions: Unfortunately, we are currently unable to deliver to Military Addresses within EU countries. Additionally, we do not ship to the following destinations:
Afghanistan, Belarus, Burundi, Bonaire, Cambodia, Central African Republic, Cuba, Democratic Republic of Congo, Guadeloupe, Iran, Iraq, Kosovo, Lebanon, Libya, Mali, Martinique, Myanmar, Nicaragua, North Korea, Northern Marianas Islands, Oaxaca Region of Mexico, Pakistan, Réunion, Russia, Somalia, South Georgia and South Sandwich Islands, South Sudan, Sudan, Gauteng Province of South Africa, Syria, St. Barthélemy, St. Martin, St. Pierre and Miquelon, Ukraine, Venezuela, Yemen, Zimbabwe.

We understand that rarely, concerns may arise regarding packages marked as "delivered" but not received by the customer. We want to address this situation and clarify our policy regarding such cases.

WHAT TO DO IF YOUR PACKAGE IS MARKED AS "DELIVERED" BUT NOT RECEIVED:

If your tracking information shows that your package has been marked as "delivered," but you haven't received it, here are some steps to follow:

• Verify the Delivery Location: Firstly, double-check the delivery address to ensure it's accurate. Sometimes, packages may be mistakenly delivered to a neighbor or a different location at your address.
• Wait for 3-5 Days: In some cases, the tracking system might indicate "delivered" prematurely. We recommend waiting for an additional 3-5 days to see if the package arrives during this time.
• Contact Your Local Post Office: Reach out to your local post office or carrier service. They can provide further information about the delivery and may conduct a GPS scan of the delivery location to verify its accuracy.

OBTAINING A CERTIFICATE OF DELIVERY:

For added peace of mind and documentation, you may consider requesting a Certificate of Delivery from your local post office or carrier service. This certificate can serve as proof that the package was indeed delivered to the specified location, which can be useful in certain situations..

CONTACT US:

If you find yourself in a situation where your package is marked as "delivered" but not received, please reach out to our customer support team. We will begin an investigation to further check, and discuss potential solutions with you. Your satisfaction remains our top priority, and we're here to assist you.

While we aim to address your concerns and assist our customers to the best of our ability, it's essential to understand that once a package is marked as "delivered" by the carrier, our responsibility for the package concludes. We value your understanding and cooperation in these situations.

How To Track My Order?

Once your order has dispatched, you'll receive a notification email titled "Your Order is on the way", containing your tracking link. Alternatively, you can log into your Brilinton Account and track your order.

What If My Tracking Hasn't Updated?

No worries! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or Custom Fee's.

WHAT IS SALE TAX?

Sales Tax, also known as VAT or GST, is a tax charged on the supply of goods or services. Brilinton is generally registered for Sales Tax in all of the countries they ship to, so we will charge the Sales Tax as part of the checkout process. The sales tax will be collected on behalf of the local tax authorities and will be paid directly to the local tax authority.

WHAT IS CUSTOMES DUTY?

When shipping goods internationally, there are certain charges that may apply. Customs Duty is a fee imposed by local customs authorities when goods are imported into a different country or customs territory. This fee must be paid in order for the goods to be released from customs.

As the recipient of the goods, you will be responsible for paying any Customs Duty charges that apply to your territory. These charges can vary depending on a number of factors, such as the country's regulations and the value of the goods. Some countries may have a "low value threshold" below which no Customs Duty is charged.

It is important to note that we will not be involved in the payment of Customs Duty or in determining whether or not it is required. This is the responsibility of the recipient and the local customs authority.

WHAT IF I DON'T WANT TO PAY THE CUSTOMS DUTY?

If you choose not to pay the customs fee and the package is returned to us, it is possible that a shipping and handling fee may be subtracted from your refund. To avoid any confusion or uncertainty, it is recommended to contact your local customs office for more information on potential customs fees before placing your order. This way you will be aware of any fees that may apply before the package arrives.

Can I Make A Change To My Order?

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout, this includes:

• Changing the item or size
• Delivery/billing address
• Adding items to your order
• Shipping method

The Address Is Wrong On My Order?

Input the incorrect address at checkout can happend to anyone...; Sadly, we can't change an address with the courier once the order is placed, however it's possible you can update this with the courier by contacting them directly.
If your order hasn't shipped yet, please wait until you receive your tracking email so you can provide the courier with the tracking number and they may be able to amend this for you.
If your order has shipped,please contact the courier directly ASAP as they may be able to help.

Important To Know...

If you input the incorrect address at checkout, we can not be held accountable if the order goes missing, meaning we're not liable to refund/replace this order.

HOW LONG IS YOUR RETURNS PERIOD?

We want you to adore the pieces you receive from us, just as much as we delight in creating them. However, if, for any reason, your order doesn't meet your expectations, we offer a 30-day return window. This means you have 30 days from the date of your purchase to initiate a return. Please find detailed return instructions at the end of this article. For further information u can check our Return Policy.

WHAT ITEMS CAN I RETURN?

We understand the hesitations that come with online shopping, and we're here to ease them. If, for any reason, a piece isn't quite what you expected, you can return it within 30 days, as long as the item(s) remain in their original condition. Here are a few exceptions to this rule:

• Items marked as 'Final Sale' are non-returnable.
• Personalized items cannot be returned.
• Items discounted by 30% or more are also non-returnable.

To receive a full refund on eligible returns, all items must be returned to us unworn, unused, and in the same condition as when you received them. If an item is returned to us damaged, worn, or in an unsuitable condition, we won't be able to process a refund. Please note that we inspect all items upon return to ensure they meet these conditions.

 

Returning items to Brilitnon is straightforward. To start the process, please follow these simple steps:

Contact Our Support Team:

Before initiating your return, reach out to our customer support team at support@brilinton.com. They will guide you through the return process and provide essential details.

Package Your Items Securely:

Securely package the item(s) you're returning. If possible, use the original product packaging. Ensure that all items are in good condition and include all necessary paperwork, parts, and accessories.

Arrange Shipping:

You are responsible for the cost of returning the product. Choose a shipping method that suits your needs and budget. Please make sure the package is properly insured and can be tracked.

Address your return package to our designated return facility:

Warehouse Address:
Nextsmartship (zhixuanyuncang)
Contact Person: Nextsmartship (zhixuanyuncang)
DBS Logistics Center, Building A, 6 East Heng Road, Liaocha Road, Liaobu Town, Dongguan City, Guangdong Province
Zip code: 523880
Tel: 18128567051

Refund Process:

After we receive your return, we'll inspect the items to ensure they meet our return criteria. We will then notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed. The credit will be automatically applied to your original payment method within up to 10 working days. Our customer support team is here to assist you throughout the return process. If you have any questions or need clarification, please don't hesitate to reach out.