Customer Care and FAQs
Important Notice: Shipping Delays for Something Special Orders
Due to unforeseen circumstances, we regret to inform you of shipping delays affecting Something Special orders. Our team is actively engaged with vendors to expedite fulfillment and resolve this situation promptly.
Please be assured that we are making every effort to ensure that your Something Special orders are processed and shipped as soon as possible. We value your trust and are committed to delivering the exceptional service you deserve. Thank you for your continued support and understanding.
Something Special
Where is my Something Special order?
How does the Something Special program work?
Order Processing and Returns
Has my order shipped?
How can I track my order?
How do I return an item?
Are there any items that are final sale?
Can I change or cancel my order?
How do I use my store credit?
Something Special
Something Special is our subscription service for new, small batches of made-to-order items, each a bit different than the next. By signing up, you will automatically receive something special delivered to you after the 15th of each month. You will be charged on the same day of your sign-up day, each month. For example, if you subscribe on January 2nd, each month, you will be charged on the 2nd for your subscription. You can sign up here. As each item is made special for each of our subscribers, subscription items are final sale.
All subscribers that sign up BEFORE the 15th of the month will receive the gift for the month they subscribed for. Subscribers that sign up ON or AFTER the 15th of the month will receive the gift for the subsequent month they signed up on.
e.g. if you subscribe on January 10th, you will receive the January gift. If you subscribe on January 15th you will receive the February gift. The 14th is the cut off for each month's gift to ensure we can fulfill each subscribers gift and that we are able to provide our artisans with what they need in advance.
You will need to have an account in order to manage your subscription. If you need to create an account, you can click on Account at the top right or bottom right of our website using the same email address that you used to place your order.
You can manage your subscription and account information here on the subscription management page. You can also update your address, credit card information, and pause or cancel your subscription on the subscription management page.
Once you have created an account, you can also navigate to the subscription management page by logging into your account and clicking on “Manage Subscription” on the top left of your account page.
Email us at community@brothervellies.com for assistance with Something Special orders + subscriptions.
Something Special Shipping
Our artisans work hard to ensure every item is created to delight our community. Due to the handcrafted nature of our Something Special items, your monthly delivery may take a longer to get to you. We sincerely appreciate your patience. We aim to have each months gift to be shipped by the end of each month, but that is not always possible.
Please note, all international Something Special orders are shipped via USPS. If you live outside the U.S., our shipment of products to you may be subject to customs duties, export or import taxes or other charges which are separate from the shipping charges and are your responsibility upon delivery.
Email us at community@brothervellies.com for assistance with Something Special orders + subscriptions.
Order Processing
When you submit an order, we will make all diligent efforts to get your items to you in a timely manner.
Please note, once your order ships, no changes can be made to the shipping address.
Processing time for standard orders may vary and take up to 3 business days. Orders placed after 12PM EST will begin processing the following business day. Orders placed on the weekend will begin processing the following Wednesday as we are closed on Monday and Tuesday. These processing times may be extended due to holidays.
Orders may be canceled only within 24 hours of original purchase.
Shipping
Processing time for standard orders may vary and take up to 7 business days, then orders can be shipped. Our shipping is based on business days, excluding holidays. We offer priority shipping on all US orders, including Hawaii and Alaska and free shipping on all US orders over $200. Items in stock will ship within 3-5 business days, and items for pre-order will ship within the date range indicated on their product page. Once shipped, you will receive your shipping confirmation and tracking number via email. You can also check shipping status from your account page. Delivery times vary by distance and carrier, but when shipping within the United States, expect a delivery time of about 2 to 6 business days. These shipping windows may be extended due to holidays.
Brother Vellies does ship internationally and advises opting for DHL for international delivery when checking out. Customs and import duties may be applied to international orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of the order and vary from country to country. Contact your local customs office for details.
Brother Vellies is not responsible for any items that are lost in transit or stolen upon delivery. Please contact the respective shipping provider on any claims of lost or stolen packages.
For a list of holidays observed by shipping carriers in 2024, please see below:
- Dec 31 - New Year’s Eve
- January 1 - New Year's Day
- January 15 - Martin Luther King, Jr. Day
- February 19 - President's Day
- May 27 - Memorial Day
- June 19 - Juneteenth National Independence Day
- July 4 - Independence Day
- September 2 - Labor Day
- October 14 - Indigenous Peoples Day (Columbus Day)
- November 11 - Veterans Day
- November 28 & 29 - Thanksgiving Day
- December 25 - Christmas Day
International Orders
If you live outside the U.S., our shipment of products to you may be subject to customs duties, export or import taxes or other charges which are separate from the shipping charges and are your responsibility upon delivery. Please check your local customs authority’s website for more information. We unfortunately have no control over the import/export fees each country establishes on footwear and accessories items. If you refuse the duties payment, the product will be shipped back to us.
Order Tracking
Order tracking information can be found when you sign into your account, on the order status page. If you checked out as a guest, your tracking number can be found in your shipping confirmation email. Please double-check your spam folder for shipping and delivery confirmation emails.
Custom Orders
All custom orders and preorders are final sale and can not be returned or exchanged.
Return Policy
In the event you are not completely elated with your items, please notify us as soon as possible.
Please note, we do not offer refunds.
Custom Orders, Pre-Orders, Something Special Orders, and Sample Sale orders are Final Sale and not eligible for refund or return.
Any unworn, undamaged items will be happily accepted for exchange or store credit within 30 business days of delivery.
In order to be eligible for an exchange, merchandise must not be worn, altered or damaged and must have all original packaging.
For your convenience, we will email you a free return label (US customers only).
Processing time for returns may vary and take up to 7 business days from receipt of the return.
How to Exchange Merchandise
For your convenience, we will email you a free return label (US customers only). Please request your label by emailing customercare@brothervellies.com. Please affix the label to your package, take the package to the nearest drop off location and retain a copy of the tracking number for your records. Should you choose to use another trackable shipping method at your own expense, we recommend that you retain a copy of the tracking number for your records. Please note we cannot be held accountable for packages that are lost in transit. Once received, exchanges may take up to 10 business days to be processed.
After your exchange has been received and processed, you will receive store credit to use towards another purchase.
Gift Exchanges
We are happy to allow you to make gift exchanges if the original order was made through our retail store or online at brothervellies.com. Email us at customercare@brothervellies.com for assistance.
Product Support Policy
Please note our capacity to assist with products is limited to those purchased directly through our official online store. We are unable to provide assistance with products bought from authorized Brother Vellies retailers or other sources.
We do not offer repairs at this time.
It is the responsibility of the customer to promptly notify us of any issues or defects with their purchased product(s) within 30 days of the delivery date. This notification should be emailed to us at customercare@brothervellies.com with an image of the affected area.
Brother Vellies uses repurposed and full-use animal hides as part of its ethical inititative. All animal hides differ slightly, and the customer acknowledges that differences, within reason, will not be considered as damages.
Please note that we are unable to provide assistance for products that have become damaged as a result of normal wear and tear or misuse. Additionally, any notifications of product issues received after the 30-day support window will not be eligible for resolution under this policy.
While we acknowledge that our current policy might cause some inconvenience, our Customer Care team is committed to helping you make informed decisions about your purchases, and is happy to address any queries or concerns you may have, whether about our products or our policies.