FAQ

RETURNS

How do I make a return?
We recommend that you send the package via traceable carrier, insured for the full value of the product. We do not accept liability for missing packages or damage of returned goods.

Do you accept international returns?
All international orders are final.

Has my return been delivered and when will I receive my refund?
Your account will be credited within three weeks of receipt, less shipping charges. Please note that it may take up to an additional 10 days for the refund to show up on your account statement, depending on your credit issuer's processing time.

The item I want to purchase is on sale. Can this be returned?
Items labeled 'FINAL SALE' cannot be returned or exchanged. Please check the product page.

Do you provide return shipping labels?
We do not provide return shipping labels at this time.

What happens when my package is lost or damaged?
Customers are encouraged to follow our Return Policy guide to help ensure the proper delivery of packages.

SHIPPING

Where do you ship from?
All orders are shipped from New York, USA.

How do I track my order?
Once your order has shipped, you will receive an email with a tracking number.

Do you ship to PO boxes? Only USPS delivers to PO boxes.

I am an international customer, how much will I be charged for duties and taxes? How will I pay for duties and taxes?
Duties & taxes are set by the customs authorities of the destination country. We estimate the value to be between 25-40% of the amount paid for the item(s) ordered. International customers are responsible for all customs duties and import fees.

How long will international shipping take?
DHL Express WorldWide service takes 1 to 3 business days from the date dispatched.

Can a lower price be indicated on my commercial invoice to avoid paying as much duty and tax?
We are unable to amend the value of your order listed on your commercial invoice as we must adhere to all international import/export rules and regulations.

Does your shipping include ‘Signature upon delivery’ or not?
Only International orders include signature upon delivery. Domestic shipping does not include Signature upon Delivery. If you would like your shipping to include this option please let us know before ordering. 

I keep missing the delivery of my package. Can you waive the signature on my order after it is shipped?
A direct signature requirement cannot be removed from your package once in transit. UPS will make 3 delivery attempts; please contact Customer Service with your tracking number, to have your package held at your nearest UPS facility for pickup.

My order is incurring a shipping fee, however, your website offers free shipping.
We provide only domestic free standard shipping on orders over $100.

Can I provide special delivery instructions?
Please contact us before your purchase if you require a special delivery. 

ORDERS

Can I cancel or make changes to my order once it has been placed?
Please contact Customer Service at web@sydney-brown.com to cancel or edit your order prior to shipment. We are unable to make changes or cancel your order once it has been processed.

How long will it take for my order to be processed and shipped?
Once your order has been placed, please allow up to 2 business days for our dispatch team to process your order. You will receive an email confirmation with your tracking number upon shipment.

What forms of payment do you accept?
We accept American Express, Visa, Mastercard, Discover, PayPal, Shop Pay, Apple Pay, Google Pay and Affirm. All prices are shown in US dollars and all orders will be billed in USD.

Can you apply multiple promotional codes on an order?
Only one promotional code may be used on an order.

Can you place items on hold for me to purchase on a later date?
We are unable to hold items for a later purchase date. 

GENERAL INQUIRIES

I have a question about sizing, how do I receive fit and sizing assistance?
Please see our general size guide or email us at web@sydney-brown.com. Many product pages have their own specific measurements in their size guides as well. Some products run smaller than others, please read the descriptions.

How do I clean my vegan leather accessory?
We recommend a cloth with a soft soap and water. You can find our Care page here.

What do I do if I have questions about a particular item?
For any questions, feel free to contact Customer Service at web@sydney-brown.com.

An item I ordered is now on sale. Can you do a price adjustment?
If you've made a purchase and there is a sale within the next five days, you can apply to receive that discount on your previous order.

The item I want is sold out, do you have a waitlist I can be put on?
You can join the waiting list through the ‘Size Out of Stock?’ button in each product page.

When will the Out of Stock items be available?
In most cases, when an item displayed on our website is no longer available, a message will indicate that the item is “Out of Stock” on the product detail page. Once the item is restocked it will appear available on the website.

Do you sell Gift Cards?
Yes, we offer Gift Cards. Please check out gift cards here.