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 send a message to us on chat or contact our Customer Service department directly at contact.us@bradelisny.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?

Sorry we do not accept order changes after it has been placed. 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?

Sorry we cannot make changes to the order once placed.

What is your cancellation policy?

Sorry we do not accept order cancellation once it has been place. If you need assistance, please contact our customer service. Special exceptions will be made for customers with out of stock items.

Can I cancel my order after it has been placed?

Sorry we do not accept any cancellation after order has been placed. 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 may be able to 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 not cancel your order after placing it. 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 refer to our returns & exchange policy. Please note that we do not offer free returns, return 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 will be shipped via UPS Worldwide Express Saver®. All shipments will be shipped in the form of a bubble mailer envelope.

Can I combine shipping?

No. We do not offer combined shipping for any separate 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.

*Please be aware that international shipments 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. Foreign transaction fees may occur, please check with your credit card company or bank for more details. 

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 contact our customer service via email at contact.us@bradelisny.com. Or message us via live chat, we will get back to you as soon as we are available. Please provide your order number, information on your requested return items and reasons for us to process your request. Our customer support will guide you throughout the process.
Sale items are non-refundable and not eligible for returns and exchanges.

*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/Courier 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 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 live chat to let us know. Please kindly note that items purchased online are not eligible for any exchange at stores. If you prefer to email us, you can reach us at contact.us@bradelisny.com.

Why was my return request rejected?

All items returned to Bradelis 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 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’, you will see your order status. 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?

For hygienic reasons, we will process all return requests received within 14 days from the day of shipment receipt. 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. 

What types of payment do you accept?

We accept MasterCard, VISA, JCB and American Express online. You may also use your Shop Pay account for checkout. 
Please note all transactions are made from Japan, therefore foreign transaction fees may occur.

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?

We do not accommodate price adjustments or price matching to any price changes due to sale promotions. Items purchased with a third party promo code are not eligible for any price adjustment. 

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 us through live chat or Customer Service department at contact.us@bradelisny.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. Or contact our fit experts online.

Can you give me a size recommendation?

Yes, we would be glad to assist you before your purchase. Please contact our Customer Service department via live chat. If you prefer to email us, you can do so at contact.us@bradelisny.com or fill out our contact form. We will assist as soon as we are online.

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.
＊Alteration service is currently suspended until further notice＊