Most common questions

Frequently asked questions

General Information

  • How can I contact Branvee?

    We'd love to hear from you. Here's how you can reach us... Turkey Warehouse: Yakuplu Mah. 59. Sk. AS-EL İş Merkezi NO:82, 34524 Beylikdüzü/ Istanbul Phone: +905495006300 Turkey WhatsApp: +905495006300 Client Support & Partnerships: support@branvee.com partners@branvee.com Please contact us by using just one channel at a time, so we can provide you the best customer service possible.

  • Do I need an account to order?

    It is not necessary to have an account. You can put items in the shopping cart and place an order without having an account. However, having an account has its benefits. Checking out will be quicker and easier. Besides, you can also always request your order information. No account yet? Register here.

  • How do I stay informed about events and special offers?

    We regularly have new arrivals, fun events, and special offers. Don't want to miss anything? Follow @Branvee on social media and sign up for our newsletter so you can be the first to know. You can find our social media channels and the option to sign up at the bottom of the page.

  • Can I get information about the place of manufacture and the hygiene conditions of your products?

    All our products are collected in Turkey and shipped from our main warehouse located in Istanbul, Turkey. There are no reports indicating that textile and ready-wear products may contain COVID-19 virus. Plus, we are sterilizing our warehouse daily with the silver ion disinfection method. We've taken all the necessary precautions to deliver your orders in accordance with hygiene rules. You can shop from Branvee.com with peace of mind. Thank you for your sensitivity, we hope the world overcomes this dire situation as soon as possible.

Our Products

  • Are you selling fake products / brands?

    All products are 100% genuine products shipped to you directly from the official supplier. All products have their official description mentioned by the official brand website.

  • Do you have a sizing guide?

    The sizing chart provided on our website is a general size chart that may give approximate values and measurements; therefore, your product(s) sizing may not match the measurements mentioned on the chart. Every item has a size chart attached to it that belongs to the website. Please pay attention as we have different sizing (US, UK&EUR).

  • How would I know the size type?

    You will find the size type mentioned above the sizes.

How can help you?

Do you have an issue with your purchase? Or would you like to get more information about your favorite product?

Give us a call today
Live chat support

24/7 live chat support is available. Please contact us by using the the live chat option.

Customer care
Most common questions

Orders

  • How can I place an order?

    You can easily order by following the steps below: Browse the collections and products which have been carefully picked for you, including new arrivals from our homepage. Choose the size of the product you want to buy. Then click on the 'Add to Cart' button. (You can use the 'Size Chart' field on the product detail page to check the appropriate size.) Once you've added the products to your basket, go to the "My Basket" page. If you have a coupon/code you wish to use, click on the "discount code" button under your order summary and select your coupon from the dropdown, or click on the "Apply" button if you've typed in a code instead. Click on the “Secure Payment” button to continue. Fill in the shipping address field accurately and in detail. Choose your preferred payment method. Fill in the required information and click the "Complete Order" button. That's all; your order has been received! Enjoy :)

  • How can I track my order?

    To track the status of your order: After logging in, click on your username (My Account tab) in the upper right corner of the homepage, then click on the "My Orders" button in the menu that opens. Once the new page loads, click on the "View" button next to the order you want to query the status of. You can see the status of your order in the details on the page that opens. To check the status of your orders that have been dispatched, click on the "Cargo Tracking" button in the order details. Additionally, you can contact the relevant shipping company with your "Tracking Code" included in the e-mail and SMS notifications that will be sent to you when your order gets dispatched, or you can follow the status of your package by visiting the website.

  • Can I make any changes after placing my order?

    Unfortunately, you cannot adjust after placing an order. So, make sure you check all your details carefully before confirming the order.

  • How can I use my Basket?

    Your Basket is where all the items you love are held ready for purchase. A subtotal is available, as well as a total breakdown of cost. You can also apply the desired promo coupon code there as well.

  • How long do the items stay in my basket?

    Items will remain in your basket if they are in stock. If an item is out of stock, it will automatically be removed, you can add it back once the item is back in stock or replace it with another item of your choice.

  • How can I check if an item is in Stock?

    Once you click on a product of your interest, sizes available will be clickable for you to add to your basket. In the case the item is out of stock, a "Notify When Available" pop-up prompt will appear.

  • My order did not go through, but I have been charged for it. What do I do?

    You can contact us via our WhatsApp support line or send an e-mail to support@ranvee.com with your transaction invoice showing that payment has been received from your account. Our team will solve the problem as soon as possible and help you.

  • Can I cancel my order?

    If you want to cancel your order you should send an email to support@ranvee.com, but keep in mind that there is a chance that your order is already ready to ship. Our warehouse staff will do their best to pick and ship your order as quickly as possible. If you are late you will have to return the order after it is delivered to you.

  • What should I do if I received the wrong item or size?

    In the special case that we have delivered the wrong item or size than was intended please contact our Customer Support. Please email support@ranvee.com with your order number and pictures of the wrong item so we can help you as soon as possible.

  • What should I do if I have not received a confirmation email?

    You will receive the order confirmation after the payment is approved. In most cases, this is within a few minutes of you placing the order. Check your spam folder if you do not see the confirmation email in your inbox. If you still can't find the confirmation email, please contact support@ranvee.com.

  • What is the status of my order?

    If you have a Branvee account, you can always view the status of your order. Without an account, this is not possible. When your package is shipped you will receive an email from us with a Track & Trace number. With this number, you can check the status of the shipment. No account yet? Register here.

  • Can I get my order gift wrapped?

    Unfortunately, we do not offer services for gift packages.

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Most common questions

Frequently asked questions

Payments & Gift Cards & Coupons

  • What are the payment options?

    On our website, you can pay with the following payment options: American Express, MasterCard, PayPal, and Visa. You can also pay Branvee gift cards.

  • How safe is payment via credit card?

    We pride ourselves on providing highly secure and safe shopping for our customers. All your Credit card details are encrypted from your bank and the safe payment gateway, hence no information is shared or saved by us.

  • How do I pay with a gift card?

    Your Branvee gift card will be sent to you by email. In this mail, you will find the unique gift card code. You will receive the email within minutes of placing your order. On the checkout page, you can enter the discount code. The discount will then be immediately deducted from your total amount.

  • What should I do if I have not received a gift card?

    You will receive an email with a unique gift card code within minutes of placing your order. If you did not receive an email, please contact our Customer Support by sending an email to support@ranvee.com.

  • Can I use multiple gift cards or discount codes on one order?

    You can enter multiple gift card codes in your shopping cart. After you enter the first gift card code, you can enter the following code immediately. Our discount codes are not combinable unless otherwise stated. So, in most cases, you can only add one discount code to your shopping cart.

  • What if I want to return an order paid for with a gift card?

    If you have returned an order that you paid for with a gift card you will receive a new code from us. When registering your return, please mention that you paid with a gift card. Our Customer Support will contact you.

  • Why is my discount code not working?

    Check that you have entered the correct code. During discounts or special events, our discount codes always have an expiration date, so also check to see if the code is still valid. If the code is correct and still valid, please send an email to our Customer Support.

  • Invite Your Friend

    Recommend Branvee to your friends and loved ones and you both get 10% OFF; While your friend gets 10% OFF on her first purchase, you'll get a 10% OFF coupon code!

  • How do I register for the program?

    If you have a Branvee account, you can register for the program by clicking the 'Refer to a Friend' button under your name and start here. If you have registered for this program before, you can see the sharing link that will be sent to your friend on the next page. If you have not registered yet, you can continue by saving your information. After logging in, you can share your special link with your friend.

  • How do I share my link?

    You can share your link via social media, messaging apps, or email.

  • How many people can I send my link to?

    There is no limit in this regard, you can invite as many friends as you want. Remember, more friends mean more discounts. You can get more discounts with each friend you recommend Branvee.

  • What discounts will my friend and I get from this app?

    While your friend makes his first order with a special 10% discount, you will get a 10% discount that you can use on your next purchases.

  • When will I get my coupon code?

    Your 10% discount coupon will be sent to your e-mail address after your friend enters their information via the link you shared, places her first order and her order is confirmed.

  • How can my friend use the coupon code?

    When you click on the link you shared and enter the information, it will be enough to enter the coupon code sent to your e-mail address in the 'Discount Code' section on the basket page.

Technical

  • What should I do if I experience problems with your website?

    We do our best to provide you with the most user-friendly website possible. If you are having trouble with the website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the website again. If you continue to experience issues, please get in touch with our Customer Support.

  • What is your privacy policy?

    We respect your privacy and process your personal data only for the purpose for which you provided it, in accordance with the Personal Data Protection and Telecommunications Act. For a detailed explanation of our privacy policy, please refer to this page.

Most common questions

Frequently asked questions

Shipping & Delivery

  • How long will it take to receive my package?

    Our warehouse staff will do their best to pick and ship your order as quickly as possible. Of course, the shipping time of a package varies by destination. The estimated delivery time is 14 working days. When your package is shipped you will receive an email from us with a Track & Trace number. With this number, you can check the status of the shipment. Please note: Orders placed over a weekend or holidays will not begin processing until the next following business day.

  • What are the shipping costs?

    We offer free shipping.

  • What are the shipping fees?

    It is Branvee's responsibility to pay taxes on any customs-cleared order.

  • How can I track the shipment of my package?

    When your package is shipped you will receive an email from us with a Track & Trace number. With this number, you can check the status of the shipment.

  • What should I pay attention to when I receive my order?

    Ensuring that your order reaches you safely is one of our utmost responsibilities: Before accepting the package from the delivery company, we recommend you check if it has been opened, torn, crushed, or soaked. If your package is damaged and the product/products inside are missing, take a damage report from the shipping company within 7 days and notify the company authorities about the situation.

  • They tried to deliver my order but I wasn`t home, what should I do?

    If you were not available at the shipping address upon delivery it will be delivered to the nearest branch, and you will be informed. Kindly contact the shipping company with your Airwaybill Number and Order Number and reschedule your delivery or ask them to pick up at the nearest branch. *You should pick up your order from the branch within 3 days (differs based on the cargo company). Otherwise, your order will be returned to our company, Branvee.com.

  • Can I receive my order from the branch?

    You can contact the freight company and ask to receive your package at a suitable branch providing your tracking code.

  • I have multiple orders on different approximate dates, will they be delivered together?

    Each order is considered as a separate shipment. There is no guarantee that orders placed at different times can be delivered at the same time.

  • Can I update my delivery address?

    Yes. You can contact us via WhatsApp or call support line for delivery address changes.

Returns & Exchanges & Refunds

  • What is Branvee's return policy?

    Are you not satisfied with your received product, or does it not fit? You can exchange or return your Branvee items up to 14 days after ordering. Please register your return or exchange via this page, you will then receive further instructions from us. Please wait for our instructions and do not return your package immediately. If you are instructed to return your items to us these costs are at your own expense. Unless it is the case that we have delivered damaged or wrong products then we will refund the shipping costs. Please note that during discounts or other special events, different return conditions may apply.

  • How do I return or exchange my items?

    Please register your return or exchange via this page, you will then receive further instructions from us. Please wait for our instructions and do not return your package immediately. Read the terms and conditions carefully.

  • Can I return or exchange items purchased from a third party to you?

    Orders at one of our dealers cannot be returned or exchanged at Branvee. They may have different terms and return policies. Therefore, always register your return or exchange to the web shop or store where you placed your order.

  • I have not received my refund

    Refunds are to be done through the same payment method you used. Credit card refunds can take from 5 to 10 business days to be reflected on your bank account. COD orders will have their refund by transferring the amount to your bank account or the post office. Refunds may take up to 14 working days.