What if I want to return my order?
Due to the nature of our items, all sales are final. Once an order is placed, we cannot cancel or refund a purchase. We cannot accept any returns or exchanges on any items. If any products are damaged, please contact us within 24-48 hours. We will replace the items with proof of damage.
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What if I ordered an incorrect item?
It may be exchanged if we are contacted within 15 minutes of purchase. After your order has been shipped, it CANNOT be canceled.
Why was my order canceled?
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If the shipping address does not match the billing address, your order will be subject to cancellation. If you would like your order to be shipped to a different address, we recommend Paypal at checkout.
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I put the wrong shipping address, can I change it?
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It may be changed if we are contacted within 15 minutes of purchase. When placing orders, please double check the shipping address. After your order has been shipped, it CANNOT be changed.
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I placed an order, how long will my package take to arrive?
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All packages are shipped via USPS. You will receive a tracking number after your items have shipped.
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Lashes: Processing time is 2-3 business days. Shipping time is 3-5 business days.
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Jewelry: Processing time is 7-14 business days. Shipping time is 7-16 business days. Custom Jewelry can take up to a month based on production time. We appreciate your patience!
***If you order a non custom order/lashes with a custom order, you have the option to receive all items once the order is completed or receive them separately. Please leave your preference in the comments when checking out***
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I pre-ordered an item, when will I receive it?
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When pre-ordering items, please check estimated shipping dates and times under the item.
I am an international customer (outside the USA.) Do I have to pay customs and taxes?
All packages are shipped via USPS. Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Shop Bretana Jai. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
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How often do you restock and how can I find out about restocks?
Our objective is to restock every week but dates vary depending on product availability. Subscribe to our mailing letter and follow us on Instagram for updates!
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BretanaJai LLC is not responsible for lost packages. Once an order is shipped, you need to contact shipping providers to claim your lost items.
I have a question that wasn't answered in the FAQ, what do I do and when should I expect a response?
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For customer service inquiries, fill out a contact form or email shopbretanajai@gmail.com. For emails concerning customer service, please include your order/confirmation number in the subject line. We aim to respond within 24 hours.
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Business days are considered Monday- Friday, 9 A.M.- 5 P.M. EST. Once you have received your order confirmation number, your order is with our production staff pending completion. Once your order is completed, inspected and packaged, you will receive an email about tracking information.
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For pickups/drop offs in the ATLANTA/ KENNESAW area, please contact directly through Instagram DM. (@shopbretanajai)