FAQ - Bradelis New York
FAQ2019-10-07T18:26:44-04:00

FAQ

How can I check my order status?

There are several ways to check your order status. If you have a Bradelis account, you can login to your account to view your order history.

If you do not have an account with us, please contact our Customer Service department directly via phone at (212) 904-1033.  If you prefer to email us, you can do so at customercare@bradelisnewyork.com.  We would be more than happy to provide you with details regarding your order and to answer any other questions you may have.

How can I track the shipment of my package?

Once your order has been processed, you will receive an “Order Confirmation” email. When your order has shipped, you will receive a “Shipping Confirmation” email with tracking information. You can track the progress of your shipment by clicking on the tracking link provided in your confirmation email. Please note that it may take up to 24 hours before tracking information is updated on the shipping carrier’s website.

Why do I have two tracking numbers?

If you have received two tracking numbers, this means that your entire order has been split between two shipments. Despite this, please rest assured that your entire order will be shipped to you. Once both packages are delivered, your entire order will be there.

I am missing items in my package. Where is the rest of my order?

It is now a possibility that your order could be fulfilled and arrive to you in multiple shipments.  Please rest assured that your full order will be shipped to you whether it takes one or two shipments.

If you believe your order truly does have missing items unrelated to multiple shipments implementation, please feel free to contact our Customer Service department so that we may better assist you.

Why did I receive an email and/or phone message requesting additional order verification?

Credit card verification/approval is made prior to processing your order. For added security, we do not to ship orders unless all billing information is correct. If you should receive an email or voicemail requesting order verification, please follow the instructions as stated in the message to verify your order. We reserve the right to cancel an order if verification is not received.

Can I make any changes to my order after it has been placed?

No.  Our goal is to provide the fastest possible service to you by processing orders in a timely manner. We process orders every business day excluding holidays. We do not process orders over the weekend. After orders are placed, no changes to the order will be accepted. However, special exceptions will be made for individuals whose orders include out of stock items.

I want another size or color. Can I add it to my order?

No. We suggest you request to cancel your existing order and then place your order again. Any cancellations requested to us via our phone or email channels will be guaranteed if requested no more than 1 HOUR after you placed your original order. While you may have multiple pending charges from us, rest assured you will only be charged for the order you want. Please allow a few business days for the pending charge(s) to drop off your credit card activity.

What is your cancellation policy?

We will gladly honor your cancellation request if made within 1 hour after you have placed an order. Because of the turnaround time for orders to ensure prompt delivery to our customers, we do not allow cancellations on orders after the 1 hour grace period.  Any cancellation requests made outside of the grace period will not be honored or accepted. Special exceptions will be made for customers with out of stock items.

Can I cancel my order after it has been placed? 

After orders are placed, there is a grace period of 1 HOUR where we will allow any cancellation requests. If you are attempting to cancel your order and 1 hour has already passed since you placed it, you may not cancel. Only cancellations requested within the grace period will be honored and accepted. However, special exceptions will be made for individuals whose orders include out of stock items.

Our goal is to provide the fastest possible service to you by processing orders in a timely manner. We process orders every business day excluding holidays. We do not process orders over the weekend. In the event of a weekend or holiday, please contact us and we will still adhere to your cancellation request on the next business day. Please note that while we can cancel items unfortunately we cannot add items to an order.

How come I cannot cancel my order?

Our goal is to provide the fastest possible service to you by processing orders in a timely manner. Our cancellation policy states that you may cancel only if you contacted us to request a cancellation between the time your order was placed to no more than 1 hour later. However, special exceptions will be made for individuals whose orders include out of stock items.  You are welcome to request a return for items with us after you have received the merchandise. Please note that we do not offer free returns and shipping costs are the customer’s responsibility.

Why was my order canceled?

All orders are subject to credit card authorization and verification prior to processing to ensure proper billing. For security purposes and as an added protection for all our customers, we do not to ship orders unless all billing information is correct. If we are not able to verify your billing information, your order will be canceled and you will be notified via email. Please make sure the billing information you have provided exactly matches the information on record with your credit card issuing bank.

In some instances, item(s) in your order may be out of stock. In such cases, we contact the customer to ask whether you’d like the order to still be shipped out or to be canceled. If after multiple attempts we do not get a response from you, we reserve the right to cancel your order on our end. Please note that we do not keep orders “on hold” (not processed) for more than 10 business days.

SHIPPING

What are my shipment options?

All deliveries to United States will be shipped via UPS. All deliveries to Canada and Japan will be shipped via USPS Priority Mail International and USPS Priority Mail Express International. All other international deliveries will be via USPS Priority Mail Express International.  For more detailed shipping information, click here.

Can I combine shipping?

No. We do not offer combined shipping for any orders, even if placed within the same day.

INTERNATIONAL SHIPMENT

Can I ship my order to an International address?

Yes you can. Please refer to our Shipping and Returns page here.

*Please be aware that international shipments going out of the US are subject to personal import custom duties.  In such case, the customer would be responsible for all duty charges that are collected upon delivery of merchandise.  Please contact your local customs office for more information regarding your country’s custom policies.

RETURNS

How can I request a return?

Please refer to our Shipping and Returns page for more information regarding our company policy standards.

In order to start the return process, we ask that you please do the following:

1.  Have an account? Please login or register from this page: https://bradelisnewyork.com/my-account/ and go to your ‘ORDERS’

Not a member? Fill out the return form here: https://bradelisnewyork.com/request-return/

Alternatively, you may call or email us to manually process a return request for you. Contact our Customer Service department directly by phone at (212) 904-1033. You can reach us via email at customercare@bradelisnewyork.com.

2. Under ‘MY ACCOUNT’  click the  ‘ORDERS’ button

3. Then click the ‘REQUEST NEW RETURN’ under ‘ACTIONS’.  Please indicate which item(s) and the reason for the return.  Then submit your request.

4. We will notify you via email when we receive your request.  After approval, we will send you an Return (RMA) number via email

5. Print and enclose the Return (RMA) number with the original invoice (if you do not have it, a piece of paper will do) with the merchandise you are returning in a well-sealed box and ship to:

Bradelis New York
ATTN:  RETURNS DEPARTMENT
115 West 30th Street, Suite 301
New York, NY 10001

*Please note: Return shipping costs are the responsibility of the customer. All merchandise sent within the US and US territories should be shipped via UPS, FedEx, or another shipping method covered by insurance. All international returns (anywhere outside the US, including Canada) should be shipped via International Postal Service with insurance. All returned merchandise should be shipped with insurance of the total merchandise cost. Any losses or damages of returned merchandise during shipping is solely the responsibility of the shipping company.

The shipping charges for returns are non-refundable. However, shipping and handling charges will be fully covered by Bradelis New York for defective merchandise or incorrectly sent items.

Can I return an item that I had bought online at your retail store?

Yes, first contact our Customer Service department at (212) 904-1033 to let us know. If you prefer to email us, you can reach us at customercare@bradelisnewyork.com. Then, bring the Return (RMA number on original invoice or piece of paper) with the item(s) you want to return to any one of our retail stores.

Why was my return request rejected?

All items returned to Bradelis New York must be in re-saleable condition, with original product packaging and tags attached. They must be UNWASHED and UNWORN. Items returned to us that don’t meet these standards will be returned to the customer. Bradelis New York reserves the exclusive right of final judgment to determine whether an item meets the aforementioned standards.

How can I track the status of my return?

If you have an account with us, please log in and go to ‘MY ACCOUNT’ then ‘ORDERS’ On the right hand side, you will see ‘ACTIONS’. Click ‘REVIEW RETURN STATUS’. The status will be on the bottom right hand side. You will also receive confirmation emails once your return is processing and completed.

How long will it take to process my return?

Once we have received your return package it will be carefully reviewed. We will not consider your return until you’ve requested a return and we’ve received the item(s) back. Once the review is complete and your return is accepted, your full/partial refund will be processed within 3-5 business days. The refund will return to the original form of payment. If the original form of payment is no longer available, please contact us to let us know.

How long do I have to return my items for a full refund?

We will process all return requests received within 30 days of delivery.  Item(s) should be returned in ORIGINAL condition with tags still attached. Please refer to our Shipping & Returns page for more details.

How can I exchange an item?

If you are interested in a different size, color, or item we ask that you return the item(s) you do not want. You will need to place a brand new order with us.  For your convenience, we allow online returns at any one of our retail stores.

What types of payment do you accept?

We accept MasterCard, VISA, Discover, and American Express online and in-stores.

We also accept Alipay (in-stores only).

Sorry, we do not accept personal checks or Paypal.

Can I place an order over the phone?

No. For security purposes, we do not allow phone orders.

Why do I have held funds in my account?

We only charge you for your order at the time of shipment. If your order is canceled, you will not be charged. However, if your order is canceled or is unsuccessful, you may have authorized funds or pending charges being held in your account by your credit card or bank. These will automatically be released within 2-3 business days or at their discretion.

PRICE ADJUSTMENTS

What is your price adjustment policy?

If you find that a full priced item you have purchased has been reduced in price, we will honor your price adjustment request within 7 days of the date of purchase. We do not offer price adjustments on items that were discounted due to a limited time promotion or for items purchased through one of our fitting events. Items purchased with a third party promo code are not eligible for a price adjustment. Adjustments can only be issued for the difference between the amount that was paid and the sale price.

PROMOTIONS

Can I combine promotions?

Some promotional offers cannot be combined with other discounts. All promotions will state their terms and conditions. For additional information, please contact our customer service department at customercare@bradelisnewyork.com.

Do you offer price adjustments for promotions?

Promotional offers cannot be combined with any other discounts or applied to past orders. We do not offer any substitutions, exchanges or price adjustments for online promotions.

What size should I order?

If you are not sure which size to choose, please use our fit guide to help you determine which size will be the best fit for you. Our Bra Size calculator can be found on that page.

Can you give me a size recommendation?

Yes, we would be glad to assist you before your purchase. Please contact our Customer Service department directly via phone at (212) 904-1033.  If you prefer to email us, you can do so at customercare@bradelisnewyork.com or fill out our contact form. We are available 10:00 AM – 5:30 PM EST Monday – Friday, excluding holidays.

Can I get items altered on my order before you ship them?

No. At this time, we do not alter items for purchases made online.

If I go to one of your stores, am I able to alter an item purchased online?

Yes, you can get items altered at any one of our store locations. Please note there will be a fee charged to alter items. The fee amount depends on the type of alteration. For more details, please contact the stores directly.