Refund policy

Every Bruneela piece is knitted for you after you order it. We would much rather help you choose the right size before you order than process a return afterwards — so if you are unsure about anything, email hello@bruneela.com first.

Your right to cancel

You have 14 days from the day your order reaches you to change your mind, for any reason, without giving one. To cancel, email hello@bruneela.com or use the form at the bottom of this page. Any clear statement that you are cancelling is enough. Once you have told us, you then have a further 14 days to send the piece back.

Trying your piece on

Please do try it on. You are entitled to handle your piece as you would in a shop — to check the fit, the drape and the hand-feel.

Send it back with the tags attached where you can, in the condition it reached you and ideally in its original packaging. If a piece comes back showing wear beyond ordinary trying-on — worn outside, washed, altered, marked or scented — we may reduce your refund by the amount its value has fallen. We will always tell you the amount and the reason before we refund you, and we will never simply refuse the return.

Return postage

Return postage is at your own cost, unless the piece arrived faulty or was not what you ordered, in which case we cover it. We recommend a tracked service — until the parcel reaches us it is your responsibility.

Your refund

We refund you within 14 days of the day you tell us you are cancelling. Your refund includes the standard delivery charge you paid on your original order; if you chose a faster or upgraded service, we refund the cost of our standard one. We may hold the refund until either your parcel reaches us or you send us proof of posting — whichever happens first. Refunds go back to the payment method you used, and we will email you to confirm.

Exchanges

We do not offer exchanges. If the size is wrong, return the piece for a refund within the window above and place a new order — we will start the new one as soon as you tell us.

If something is wrong with your piece

Separately from your right to cancel, you have a legal guarantee under Irish and EU consumer law that your piece is as described and of the quality you would reasonably expect of 100% cashmere. If a fault appears, email hello@bruneela.com and we will repair it, replace it or refund you at no cost to you — we cover postage both ways. For the first twelve months we will assume the fault was there at delivery unless we can show otherwise. This is in addition to your 14-day right to cancel and does not replace it.

If your parcel arrives damaged or contains the wrong item, tell us as soon as you can so we can put it right quickly.

What is a fault, and what isn't

A fault means something was wrong with your piece when it reached you — a seam that gives, a flaw in the knit, a yarn that is not what we described. If that appears, we will put it right.

Cashmere is a natural fibre and it changes with wear. The following are normal and are not faults: small pills in the first few wears; the piece softening and relaxing out of its original shape; colour easing over years of wear and washing; and wear at cuffs, elbows and anywhere the garment rubs.

Nor can we help with damage caused after delivery — washing hot, tumble drying, hanging rather than folding, moths, snags or accidents. Following the care instructions on each product page is the best way to keep a piece for a decade.

Cancellation form

You can cancel by emailing hello@bruneela.com with the wording below, or with any other clear statement that you are cancelling.

To Bruneela, Smithstown, Julianstown, Drogheda, Co. Meath, A92 CX77, Ireland — hello@bruneela.com:

I hereby give notice that I withdraw from my contract of sale of the following goods: [item]
Ordered on / received on: [date]
Name and address of consumer: [ ]
Date: [ ]

Contact

Bruneela, a trading name of Hania Khawar
Smithstown, Julianstown, Drogheda, Co. Meath, A92 CX77, Ireland
hello@bruneela.com