FAQs

 

ADJUSTMENTS, CANCELLATIONS & REFUNDS

ADJUSTING YOUR ORDER WITHIN 24 HOURS OF PURCHASE
ADJUSTING SHOE SIZE: If you made a mistake and purchased in the last 24 hours, you can adjust the shoe sizes but you must contact us by going to http://braleys.com/info/ and sending us a support ticket with the requested size change.

COLOR/STYLE: We can change sizes of shirts and shoes, however if you ordered the wrong style or color, you may be charged a $5.00 processing fee, at our discretion, as we have to cancel your order and create a new one.

IMPORTANT:  If your normal shoe size wider or narrower than a regular size shoe, you MUST contact us.  We only produce normal width shoes.  We will immediately process a refund based on previous customer experience.  We apologize for this but this is to minimize returns and refunds.  Again, this must occur before we submit your order information to our supplier because we can't make any changes or process any refunds after that.

Please go to http://braleys.com/info/ and select, Product Issues and then select the appropriate response.  Thanks in advance!

*Any adjustments without the above information risk not being processed in time.

 
ADJUSTING YOUR ORDER AFTER 24 HOURS OF PURCHASE
Your order will be submitted to production 24 hours after purchase, and we are unable to adjust it. Our products are all hand-made and printed to order; it allows us to offer unique items at high quality. Please respect that we are not responsible for misplaced orders. 

CANCELING YOUR ORDER WITHIN 24 HOURS OF PURCHASE
You can cancel your order within 24 hours of purchase. For us to do so, we require information regarding your order. Please go to http://braleys.com/info/ and select, Product Issues and then select the appropriate response.  Thanks in advance!

*Any cancellations without the above information risk not being processed in time.


CANCELING YOUR ORDER AFTER 24 HOURS OF PURCHASE
Our policy is that a customer will not receive a refund if the order is canceled after 24 hours of purchase. Once an order is submitted to our supplier we are billed for the product purchase in the same manner the customer was billed when purchased from us. We incur the cost of purchasing the product and as such are unable to honor a refund request. We can still cancel an order if you do not want it, however you will not be reimbursed. Please go to http://braleys.com/info/ and select, “Product Issues” and then select the appropriate response. 

Refunds through digital payment processors can take 5-7 days to propagate in your account. When we refund you, you will receive a notification.

HOW DO YOU HANDLE RETURNS AND REPLACEMENTS?
We work very hard to address every customer's concerns. However, we do not stock any of our shoes.  We create so many designs and each one currently has 27 sizes that are available that we do not have the capability to store that many shoes.  Additionally, we are constantly rotating and retiring designs so it is not financially feasible to maintain an inventory.

To best serve our customers and provide a reasonable return policy, there are several situations that a customer may request a return and or replacement. 

- After a customer receives their order, if there is a product defect or workmanship issue, after receipt of photographic evidence of the defect, we will promptly order a replacement for the item in question.  At our discretion, we will determine whether the customer is required to return the product or not.

- If the shoe size is an issue, we will work with the customer to get a replacement shoe ordered for them.  We will replace the next shoe up or down from the shoe size ordered (depending on whether the next size is a 1/2 size or full size difference).  However, if the replacement size request is more than the next size up or down from what was ordered, we will not provide a replacement.

- There will be no returns or refunds if the customer decides after receiving their order, that they want to return the order for a different design or request a refund because they no longer want what they ordered.

GENERAL SHIPPING QUESTIONS:


WHEN WILL MY ORDER SHIP?

Depending on the item(s) ordered, it typically takes 7-10 days to hand-make or print each order. Once the item is ready to ship, it will depart our manufacturing facility and check in with the carrier. It depends on your location, but we have seen 14-28 days from time of order to doorstep but typically the order will arrive within 21 days of order.

WHICH CARRIER(S) DO YOU USE TO SHIP MY ORDER?
Depending on your country of residence this can vary. 

Currently, we use:
USPS for the USA
Canada Post for Canada
For expedited/express shipping we will use Fedex, DHL, or UPS

WHERE CAN I FIND MY TRACKING NUMBER?
You can check your order at any time by clicking on our TRACK link at the top of the page on our website. Also, an email with a tracking link should be automatically sent to you approximately 10 days after you place your order but if for some reason you do not receive it, you can go to http://braleys.com/info/, enter your information and we will reply to your request with your tracking link.

*Please do not request your tracking number before 10 days as it does not exist. Thank you.

I ORDERED TWO ITEMS, BUT HAVE ONLY RECEIVED ONE. WHERE IS THE OTHER ITEM?
All orders are hand-made and have different manufacturing timeframes. Once an item is ready to ship, we ship it. Hence, some orders may arrive sooner than others...

If it has been over 30 days and you have not received your order, please go to http://braleys.com/info/ and enter your information.

WHAT DO I DO IF MY TRACKING LINKS SHOWS MY PACKAGE HAS BEEN DELIVERED BUT I NEVER RECEIVED IT?

  1. Please verify the shipping address in your confirmation email is correct.  Unfortunately, we are not responsible for incorrect addresses. We notify every customer in their confirmation email to verify their address and order information and notify us within 24 hours of purchase if any information is incorrect.
  1. Please check with family members and neighbors to make sure someone didn’t pick up the package.
  1. Please call your local post office with your tracking number and request confirmation that their tracking information is correct.
  1. If the USPS confirms their tracking delivery information is correct, then a theft report must be filed with the US Postal Inspector (https://postalinspectors.uspis.gov/forms/MLNtRcvd.aspx) so that the loss/theft can be researched and investigated.
  1. Once you receive the completed report of the investigation from the US Postal Inspector, please forward a copy of that final report to us.
  1. Once we have the final report from the USPS and the Postal Inspector, if your package has still not been found, at our discretion we will re-ship your item, or if it is no longer in stock we will issue a refund minus the shipping charge.

NOTES:
- Past abuses of this service have forced us to require this process to be followed before we will process a replacement or refund.
- We value our customers and place a high priority on customer service, but our offer to replace/refund a customer’s order is done as a courtesy and not because we are required to do so. Please remember we have fulfilled our end of the order process once the postal carrier shows that the package has been delivered. We choose to do this as a courtesy for our customers so please be respectful of that fact.
- We reserve the right to refuse the offer for either option to customers who are abusive or belligerent to our support staff. 

GENERAL PRODUCT QUESTIONS


ARE YOUR RUNNING SHOES STANDARD SIZING? ARE THERE COMPARABLE BRANDS?
Our running shoes are standard width, and you can use our sizing guide to get an exact heel to toe measurement to compare to our shoe sizes. Our shoes are similar to Free Runs in design, and Sketchers in comfort and our sizes run true to size.

THE COLORS ON THE PRODUCT I RECEIVED ARE NOT WHAT I SEE ON YOUR WEBSITE.  WHY IS THAT? CAN I GET A REPLACEMENT OR A REFUND?
The colors shown in our store are as true to the color represented as they can be.  There are too many different monitors and computer screens that can and will show variations of the colors that are shown on our store.

If there is any question about a difference of a color from what is shown in our store we will request a photograph of the item in question which will then be sent to our supplier to verify whether the item in question has a product defect or not.  If it still can not be determined, the customer can, at their expense, ship the item in question to us for further examination.  

If it is determined the color design on the item in question is defective, a replacement shoe will be ordered and the customer will be reimbursed for the cost of the shipping charge.  However, if it is determined the design is not defective, the customer will not receive a replacement shoe and will be required to pay for return shipping to send the shoe back to them.

HOW LONG DO I HAVE TO REPLACE MY ORDER IF I GET THE WRONG PRODUCT, THERE'S SOMETHING WRONG WITH IT, OR IT DOESN'T FIT?
We guarantee our products for any workmanship defect issues or size issues for 30 days after delivery as shown on shipper's website.  A support ticket MUST be submitted prior to the end of 30 days for any issue to be covered under this guarantee.


WHAT SIZES DO YOU CARRY IN RUNNING SHOES? DO YOU HAVE ½ SIZES?
We carry the following sizes:
Women: 5-12 with half sizes 5.5 and 11.5

Men: 5-14 with half sizes in 7.5, 8.5, 9.5
Kids: 11, 11.5, 12, 13 in Child and 1,2, & 3 in Youth
Note the following exceptions:

- We currently do not offer any narrow or wide options.
- We no longer carry any Men’s sizes for our Canvas sneaker

 
I FOUND OTHER STORES CARRYING SIMILAR PRODUCTS. DO YOU PRICE MATCH?
We can't speak for the other stores carrying similar products... the majority of our designs are original, and unfortunately we do not price match. There are too many ways each store sells their products and when they do their sales or what their shipping costs are for us to be able to realistically match another store’s price. We believe that we set ourselves apart by offering outstanding customer service and that we offer very competitive prices for our customers.


HOW DO I SUBMIT A DESIGN?

We currently accept user designs, or designs from independent graphic artists. If you wish to submit a design, please contact support (Support@Braleys.com) and we can start a conversation... :) 


HOW DO I REQUEST A DESIGN?

We currently accept requests for designs on a case-by-case basis. 


QUESTIONS ABOUT OUR COMPANY:

WHERE ARE YOU LOCATED?
We are located in Virginia and Florida. We are currently an internet-based eCommerce business are building an international team, and currently work with designers and product creators from all over the world! 


WHERE ARE YOUR PRODUCTS MADE/MANUFACTURED?
We use US manufacturers whenever possible. For the limited edition shoes and sportswear, we share a facility in China with a well-known, household brand. 

ARE YOU HIRING?
We are currently not hiring.

CONTACTING OUR SUPPORT TEAM
Please review our FAQ page in detail, as most of the support questions are answered here.

Our FAQ page is designed to answer common questions, so our team can focus on more difficult support issues. Our support team thanks you on this matter in advance. If you have a question that wasn’t answered, please contact us by emailing us at Support@Braleys.com and we will be in contact with you.
Thank you.