Payment by CREDIT CARD
If your card is authorised, your payment will be debited immediately and you will receive an order confirmation email. If the card does not obtain authorisation, payment will not be charged and we will let you know that your bank or credit institution has not authorised the transaction.
Please bear in mind that even if a payment fails, it may appear that the amount has been withdrawn from the card, as some credit institutions may keep the amount pending for a short period of time (normally up to 10 working days).

Payment by PAYPAL
Your payment will be charged immediately and you will receive an order confirmation email.

Don’t worry, there are various reasons why this can happen:

• Check that the details of the card are correct (for example, the date of issue and the type of card);
• Make sure you have typed the security code correctly (ie the three digits on the back of the card);
• Your credit institution may have refused the payment;
• for security reasons we are not given more information about it, so you should contact them, make sure you have activated the 3D secure code on your card (it’s the temporary code sent via SMS to your mobile to make payment in total security), otherwise contact your credit institution to activate it. If the problem persists, enter the details of another card and try again. If you could not resolve, send an email to our customer service to shop.eu@brosway.com providing as much information as possible (including any error messages), and we will give you further suggestions.

We do not accept cash payments or bank transfers, but all rechargeable credit/debit cards belonging to the Visa or MasterCard circuits in addition to PayPal.

All data received are subject to strict data protection regulations. The transmitted data will be used exclusively to offer a personalized service and to facilitate purchases and navigation. The use of cookies is carried out to personalize and adapt the products and services to the wishes of customers. The user can still choose whether to enable or disable cookies, without negatively affecting the course of future transactions.

The flow of data transmitted by the user, such as the credit card number, are protected and encrypted thanks to the use of special system protocols (SSL). To protect the Customer’s purchases with a credit card, each order will be required to enter the CVV code. Thanks to this security system, the Customer’s credit card data will be totally illegible to third parties.

Unfortunately not, it is not possible to choose a specific time and day. All orders are processed automatically and we are not in a position to change shipping and delivery times.

When your order is dispatched, you will receive an order tracking number and the web address where you can track the delivery status of your shipment online and find out the expected date on which you will receive your order. Don’t worry if the tracking link is deactivated or incorrect, it will be activated within 24/48 working hours and you will be able to see the delivery date.
If you have not yet received the email to track your order, you can check the status of your order by logging into the My Orders section of your account.

Brosway guarantees delivery within 10 working days for orders placed Monday to Friday before 15:30. Deliveries are made during office hours from Monday to Friday, excluding public holidays.

If your order does not arrive by the expected delivery date, please make sure that you have made the following checks before contacting us:

• Check shipment tracking: track the progress of your package using the link sent to you with the shipment confirmation email.
• Check the delivery address: check in the order confirmation email that the delivery address and your contact information are correct. In particular, make sure that the name of the recipient, the one selected for the delivery address, is present on the intercom/bell and that the address details are complete with house number, staircase, extension.
• Check if the courier has left a note: your order may be at the courier’s warehouse waiting to be picked up or the courier may be waiting to be contacted to reschedule the delivery.
• If you have not yet received your package or rearranged the delivery of your package after following all the steps, please contact our Customer Service at this email shop@brosway.com.

Return is possibile within 30 days from the date of purchase. Click here to learn all the steps of the return procedure.

It is not possible to exchange the purchased items, but you can return them and, if you wish, order them again.

It is not possible to return an item purchased on the Brosway online shop to an authorized Brosway shop or retailer. To make a return, please proceed with the return request by logging into your account.

Refunds cannot be made on cards or by methods other than those used for the purchase.

Brosway will proceed with the refund of the cost of the goods shipped, within the legal terms (30 days), only after having received the goods and checked that all requirements have been met. It can take up to 7 working days (excluding weekends and public holidays) for your refund to be issued.

You can track the shipment of your return using the tracking number and/or waybill on the label you received for your return (usually the series of numbers and letters under the barcode), and use it to search for your package on the courier’s website. Please note that it can take up to 10 working days (excluding weekends and public holidays) for your return to reach our warehouse. If you do not receive a refund email within that timeframe, please contact us at shop@brosway.com with your name, order number and return details.

If the card used to place your order has been lost, stolen or deactivated, don’t worry. If the account linked to your card is still open, we will still be able to complete the refund. Please note that we cannot refund the value of your order to a different card.

If you do not see your refund after 7 working days from confirmation of credit, please contact our customer service at shop@brosway.com.

If the expected delivery date has already passed but your order has not yet arrived, before contacting our customer service at shop.eu@brosway.com please make user that you:

• have checked the progress of your parcel through the shipment tracking number received by email;
• have checked that the delivery address is correct and complete with house number and name on the intercom;
• have checked that no notice has been left for you or that the parcel has been left with a neighbour.

Check the items in the order confirmation with those in the package to make sure nothing is missing. If you have verified and are missing anything, contact our Customer Service at shop@brosway.comand we will try to resolve the problem as quickly as possible.

We are very sorry if you received an item that did not match what you ordered. Please contact our Customer Service immediately at shop@brosway.comto resolve the problem as soon as possible.

We are very sorry if you received a defective product and we want to help you solve the problem in the shortest possible time. Contact our Customer Service as soon as you discover the defect and provide as many details as possible: the order number, which item is defective, what is the defect, etc. The Customer Service will find a solution and respond to your request as soon as possible.

No, you don’t have to be a registered user. You can also complete your purchase as a guest: you’ll only be asked for the information strictly necessary for dispatch and invoicing.

If you are unable to access your account, it is likely that you have not confirmed your registration. Check that your “confirmation registration” email has arrived in your mailbox and click on the link to confirm. If you have not received the confirmation email, please contact us, it could be a trivial technical problem.

If you have not received the confirmation email we first of all invite you to check the spam box, otherwise you can contact us and we will provide further assistance.

All our jewellery is covered by a 2-year warranty from the date of purchase. Please fill in and keep the warranty card included in the parcel with the required details, so that you always have all the necessary information to hand should you need to make a claim under the warranty.

Yes, we offer a 2-year warranty on purchased items. This warranty covers manufacturing defects and material defects following a normal use condition. Any defective item covered by warranty will be examined and evaluated by the technicians in charge. Depending on the circumstances, the product can be repaired or replaced with an identical product for free. If an item is not covered by the terms of the warranty, the company offers a paid repair service.

The warranty covers manufacturing defects and material defects following a normal use condition.

To receive assistance you can contact us by sending your request at shopeu@brosway.com, if possible accompanied by a photo, and you will be given instructions to send the product for repair.

For the normal cleaning of the jewel, use a soft dry cloth or moistened only with cold water. Do not clean with detergents or chemicals, hot water or ultrasonic systems. Do not immerse in water or use in the shower. Avoid contact of the jewel with hot water. Do not expose to excessive heat sources. Do not leave the jewel exposed to the sun for a prolonged period.