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Customer Care
Made with care. Returned with clarity.
Every Brahmaki piece is created with care, and made after your order is placed.
We know that ordering something made especially for you asks for trust. If something is not right, we want the next step to feel simple, fair and clear.
This policy explains Brahmaki's return and exchange program and how we handle faulty, damaged or incorrectly made pieces.
Nothing in this policy limits any mandatory consumer rights that apply to your purchase.
1. 30-day return window
You may request a return or exchange within 30 days of delivery. To do so, please go to point 4. of this page.
The delivery date shown in the carrier's tracking is normally used to determine the beginning of our 30-day return period.
Once your return has been approved and return instructions have been provided, please send the parcel back within 7 days. Where applicable law gives you a longer period to send the goods back, that period will apply.
2. Made-to-order and personalised pieces
All Brahmaki pieces are made after your order is placed.
Our standard products are eligible for return and refund under our 30-day return policy. This includes pieces made to your selected height or length.
Pieces customised beyond our standard options - for example, to individual shoulder, chest, waist or hip measurements - are made specifically for you and are not eligible for returns or refunds.
If your piece falls into this category, this will be made clear before purchase.
This does not affect your rights if the piece is faulty, damaged or incorrectly made.
3. Return condition
For a return or exchange, your piece should be:
Please take care when trying on delicate fabrics and avoid makeup, perfume, tanning products or jewellery that may mark or catch the garment.
If a returned piece shows significant signs of wear, washing, alteration or damage, this may affect the amount refunded or its eligibility for return.
4. How to start a return or exchange
To start a return or exchange, email us at return@brahmaki.com within 30 days of delivery. Please include:
We will confirm whether your return is approved and send you the return address and instructions. Please do not send your parcel before your return has been approved.
Pack your piece carefully, ideally in its original packaging. If you arrange your own shipping, please use a tracked service and keep your proof of postage until your refund or exchange has been completed.
Velvet box: If your order came with a velvet box, please return it in its original condition, wrapped in bubble wrap. Otherwise, 30 EUR will be deducted from your refund. You may also choose to keep the box for 25 EUR.
5. Returns & exchanges
For a return, you are responsible for the return shipping cost. You can either arrange your own tracked return shipping, or ask us to purchase a return label for you - in that case, the cost of the label will be deducted from your refund.
For an exchange, you are responsible for the cost of returning the original piece. If you ask us to purchase a return label for an exchange, you will pay us for the label directly. Brahmaki will cover the shipping cost of sending your replacement piece to you.
As all Brahmaki pieces are made to order, your replacement piece goes into production as soon as your exchange has been confirmed.
If you exchange for a piece that costs more, you will pay the difference. If it costs less, we will refund the difference.
If your piece is faulty, damaged or incorrectly made, we will take care of it at no cost to you - see section 6.
6. Faulty, damaged or incorrectly made pieces
If we made a mistake, we take responsibility for it.
Please contact us at return@brahmaki.com if your piece is damaged, has a manufacturing fault, is not the item, size, colour or specification you ordered, or does not match the measurements or specifications confirmed for your order.
We may ask for photographs or measurements so we can understand what has happened and find the right solution.
Because Brahmaki pieces are tailored by hand, small variations can naturally occur. Where relevant, our Size & Measurement Guide explains the tolerances applicable to different measurements.
If the piece is faulty or does not conform to the order confirmed with you, we will resolve the issue at no cost to you.
The solution may include repair, alteration, replacement, price reduction or refund.
Damage or shrinkage resulting from care that does not follow the provided care instructions is not considered a product fault and is not covered as a faulty-item return or claim.
7. Measurements and fit
For pieces created using measurements supplied by you, please check those measurements carefully before confirming your order.
If a piece has been correctly made according to the measurements or specifications you provided, a fit issue caused solely by inaccurate customer-provided measurements is not normally considered a production defect.
If our team advised you on sizing or measurements and you believe the finished piece does not match what was agreed, please contact us. We will review the order and conversation history with you.
Small variations may naturally occur in hand-tailored garments. Where relevant, acceptable production tolerances will be explained in our Size & Measurement Guide.
Customized Exchanges & Fit Confirmation
Measurements for Size & Fit Exchanges
Where measurements are required to confirm the correct fit for an exchange, these must be provided and confirmed by the customer before the replacement piece enters production.
Customized Exchange Pieces
Where an exchange piece is further customized to the customer’s individual measurements or specifications, all customization details must be confirmed before production begins. Once confirmed and produced according to those specifications, the piece is not eligible for a further return or exchange due to a change of preference or fit.
This does not affect the customer’s rights if the piece is faulty or is not produced according to the measurements or specifications confirmed with the customer.
Sketch Approval
Where a sketch is provided for approval, the customer should carefully review the measurements, design and customization details before confirming. Once approved, the sketch will be used as the final production reference.
If the finished piece differs from the approved specifications, the customer should contact us so we can review and resolve the issue.
8. Sale items
Sale items follow the same return and exchange rules as other eligible Brahmaki pieces.
A reduced price does not affect your rights if a piece is faulty, damaged or incorrectly supplied.
9. Refunds
Once your return has been received and approved, we will process your refund as quickly as possible.
Refunds are normally issued to the original payment method.
If we purchased a return label for you, its cost will be deducted from your refund.
If a returned piece has materially lost value through use or handling, an appropriate deduction may be made where applicable.
Your bank or payment provider may take additional time to make the refunded amount visible in your account.
10. Original shipping costs
Where original shipping costs are refundable, the refund will be based on the cost of our standard delivery option. If you chose premium or express delivery, you will still receive the equivalent of our standard delivery cost, but the additional amount paid for the premium or express option will not be refunded.
If your return is due to an error on our part or a faulty or incorrectly made piece, we will cover the applicable shipping costs.
11. Order changes and cancellations
Because all Brahmaki pieces enter production specifically for your order, please contact us as soon as possible if you need to change or cancel something.
Changes may include, for example, a change of colour, fabric, length or another order specification.
If production has not yet begun, we will always try to accommodate your request at no additional cost.
Where a change can still be accommodated after production has started, an additional charge may apply depending on the stage of production. We will always confirm any applicable cost with you before making the change.
Once your order has been shipped, changes or cancellations are no longer possible.
12. Unclaimed or Refused Parcels
If your parcel is not collected, is refused, or can't be delivered because of incorrect contact details or no response to delivery attempts, it will be returned to us.
In that case, we will charge the actual cost of the original shipping and the return shipping, including any related duties and fees. This amount is deducted from your refund. If you would like the order sent again, the new shipping cost is paid in advance.
This does not apply if the delivery failed because of an error by us, the carrier, or customs.
If you need help
Our team is here for you. Reach out anytime at return@brahmaki.com or message us on WhatsApp at +1 555 472 1858.
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