Shipping, Payment

SHIPPING

Shipping is done with our logistics partner DHL. All shipments sent by brunate.com are insured against theft and accident damage. As soon as you have received your delivery and have confirmed it in writing, the insurance cover expires.

We ask for your understanding that we cannot deliver to postal boxes.

We process and ship orders during our normal business hours. These are Monday through Saturday, 10:00 am to 7:00 pm CET (except public holidays). The goods are ready for dispatch no later than one working day after receipt of payment.

The goods will be made ready for shipment within one working day and handed over to our logistics partner DHL. The delivery time depends on the corresponding delivery country.

For partial shipments, the shipping costs are only charged once.

In case of returns, the customer bears the shipping costs. 

Within Europe you can either contact a carrier for the return of your goods, or you can ask us to send you a ready-to-use DHL courier label at your expense.

Returns outside Europe must be carried out by the buyer on his own initiative and at his own expense. To avoid unnecessary customs costs, we recommend placing the following note on customs documents: "Return of unaltered goods".

Once we have sent your order, you will receive an e-mail notification stating the DHL tracking number. You can retrieve the shipment status via the following link.

• Request shipment status

CUSTOMS FEES 

Customs fees and customs clearance are paid by the buyer. This applies to the purchase of the goods and to any return. The seller does not assume any cost, burden or responsability. To avoid unnecessary customs costs, we recommend placing the following note on customs documents: "Return of unaltered goods".

For returns from outside the European Union, in addition to the return label, a completed customs declaration (CN 23) and the original invoice must be enclosed in a transparent envelope on the outside of the package. The customs declaration (CN 23) and the original invoice are indispensable requirements for customs processing of returns. They are mandatory to avoid customs duties and import taxes.

The refund of the purchase amount will be made after complete customs clearance. We ask for your understanding that this process may take slightly longer.

COSTS IN CASE OF NON-DELIVERY

If delivery is unsuccessful because

1)  the purchaser has given the wrong address

2) the parcel is not collected from the carrier's warehouse if home delivery is not possible

3) customs fees have not been paid,

the purchaser shall bear the costs of return shipment.
This shall also apply if the purchaser rejects the delivery and does not collect the parcel.

PAYMENT

1. Currencies

Payments and refunds are settled in Euro (EUR)

2. Payment by credit card or debit card

In the “Payment method” order step, select “Card”.

We accept the following credit cards and debit cards:

• Visa
• Visa Debit
• MasterCard
• MasterCard Debit

Enter your card details on our payment page. brunate.com features state-of-the-art security server software with SSL encryption that protects your card data against spying and tampering during transmission.

Since the start of 2021, new regulations around bank account security came into effect as part of the EU Payment Services Directive (PSD2).

These new measures were implemented to make your online payments even more secure.

The PSD2 protects your credit card details with a process called 2-factor authentication, which requires that you verify your identity to prove that you, not someone else, is using your credit card. With the new, added security of PSD2 regulations, if someone stole your phone, computer or credit card, they will not be able to make an online payment. We invite you to find further details about the PSD2 on ecb.europa.eu

As of January 2021, banks are required to implement 2-factor authentication for online payments above a certain order value. If your are experiencing any troubles with credit card payments, we recommend you check with your bank whether your card is already registered for 2-factor authentication. If you’re not yet registered for 2-factor authentication, your bank should instruct you on how to do so. In the meantime, to avoid encountering payment issues for your www.brunate.com orders, we recommend you opt for an alternative payment method, since this verification method only applies to credit cards. Please find a list of our alternative payment methods below.

Please note that, depending on your bank, you may have the option to add www.brunate.com to your list of trusted shops, which would ensure future purchases with us would not require additional verification. Please reach out to your bank for further information on this.

The system will recognize whether or not the credit card is registered on the 3-D security programs Verified by Visa or Mastercard SecureCode.

These are security systems that have been developed to ensure that the registered card holder and the registered online retailer are involved in the transaction. If you are a member of the 3-D Secure Program, a pop-up window will appear on your screen asking you to enter your password when making a purchase online. This window is linked to your bank and requires you to enter your SecureCode (a password that you have previously selected). Transactions can only be made by entering the correct password.

For all payments by credit card or debit card the following applies: Credit notes from returns are always credited to the credit card used for the purchase.

3. Payment via PayPal

Please select "PayPal" as your payment method and you will be transferred to the PayPal site automatically. If you have an existing PayPal account, you can log in using your user data to confirm the payment. If you do not have a PayPal account, you can register one and proceed with the payment. Refunds from returns will be booked onto the registered PayPal account.

4. Payment via INSTANT Transfer

INSTANT Transfer is a direct transfer procedure and allows you to pay quickly and without additional registration. All you need is a bank account and online banking access.

In the “Payment” order step, select “INSTANT Transfer”. You will then be redirected to the INSTANT Transfer secure payment form where you will approve the automatically completed transfer slip using your usual online banking data. After the encrypted transfer, your successful payment will usually be confirmed a few moments later.

Payment by instant bank transfer is not possible in all countries.

The payments are processed via our payment service provider Unzer E-Com GmbH e PayPal.