Frequently Asked Questions
1. How can I check the status of my order?
A.From the shipping confirmation email
Once the order is confirmed and prepared by our warehouse, you will receive an email indicating that your order is on the way, along with the tracking link. At each stage of the shipment, we will keep you informed until it reaches the destination.
B.You can also access the following link and add your tracking number to see the status.
If you are in Spain or Portugal, the shipment will be made by Correos Express, enter the tracking number to see where the package is.
https://www.correosexpress.es
If the destination is the rest of Europe, the shipment will be made by FEDEX
https://www.fedex.com/es-es/home.html
2. I haven't received my confirmation email.
First, make sure the email hasn't ended up in the spam or junk folders of your email account. If you don't find the order confirmation email there or suspect you made a mistake in your email address when placing the order, contact us through the page chat or by sending an email to hello@brandsdemocracy.com with the order number for assistance!
3. Why was my order canceled?
We try to fulfill every order we receive, but on rare occasions, we may not be able to do so. In that case, we will inform you as soon as possible by email and always include the reason for the cancellation. We also activate the refund at the same time we send the update by email.
If you want to get in touch and speak with an agent by phone, call us at the number listed in customer service.
4. Can I cancel or modify my order?
Order cancellation
Contact us as soon as possible. If the product has already been shipped, you will not be able to cancel your order. Reach out to our Chat when available or send an email to hello@brandsdemocracy.com with the order number.
Order modification
If you made a mistake with the size or delivery address, contact us as soon as possible so we can modify the order, provided it has not been shipped yet. Remember that we usually prepare products during the day to deliver as quickly as possible.
5. How can I get a copy of my invoice?
Once the order is placed, you will receive a confirmation email with the invoice details.
You can also access your account and download the invoice from the "My Orders" section.
If you cannot find the invoice, send us an email at hello@brandsdemocracy.com so we can manage it.
6. Order canceled due to fraud risk, what does it mean?
For our mutual security, every credit/debit card and PayPal payment made at Brands Democracy is processed through an automatic payment verification system where the order details you entered are compared with those registered on the payment card.
If the system cannot verify these details, it will cancel the order within 24 hours once the alert is confirmed.
If your order was canceled for this reason, it probably means there were inconsistencies between your billing and shipping information (typos, spelling errors, or perhaps entering data from a different card). Carefully check this information before resubmitting a new order, or try using another card or payment method.
Since the verification process is automatic, our customer service team cannot tell you the exact reason for this type of cancellation.
7. How do I proceed with a return?
Returns at Brands Democracy are now much easier.
Go to this link: RETURNS
1. Select your preferred language
Remember to place the item(s) (in their original packaging) in a larger box (DO NOT just send the shoebox). The product must be unused and with all its tags.
2. Enter your order number and the email you used to make your purchase.
Your order will appear, and you can request a full or partial return.
3. Select the reason for the return and press continue.
4. Select the return method that suits you best.
You can choose a pickup point or send it on your own.
5. Refund
We offer you the possibility of an instant refund of your money. Remember that you must send the product and the box in the same condition as you received them.
8. How are refunds processed?
When you return an item purchased online, we commit to refunding the amount you paid as soon as possible. The refund is issued within up to 14 days from the day we receive the returned items in our warehouse and verify that they comply with our return policy.
When your package arrives at our headquarters and we verify that the items are in the conditions mentioned above, we will proceed to refund the corresponding product amount. (Shipping costs are exempt from the refund). In case of a return of the total amount, the shipping cost will be deducted if the error is not attributable to Brands Democracy.
If you return only part of the items from the same purchase, shipping costs will not be refunded.
We have added Instant Refunds through REVENI. If you choose this option, your money will be credited at the moment you request your refund.
9. How can I contact Brands Democracy?
You can contact us through 3 channels:
1. Contact form
Click the link and send the form, we will respond as quickly as possible.
Specify the order number in the message.
2. Chat
The Whatsapp icon will be available from
Monday to Friday from 9 AM to 8 PM ET and Saturdays from 9 AM to 2 PM.
3. Email
If you still have questions or need more information, you can write to us at hello@brandsdemocracy.com
10. What should I do if I think my product may have a defect?
You must contact our team and share information and photographs of the affected area. We will conduct a preliminary review.
11. Why must I send the product for a technical examination?
In some cases, photographs do not allow determining the origin of the problem. The on-site examination ensures an objective technical evaluation.
12. Who pays for the shipping for the technical examination?
When an on-site examination is necessary, our team will inform the customer about the procedure and available options depending on the case circumstances.
13. What happens if the technical examination confirms a defect?
We apply the legal warranty: repair, replacement, or refund, and cover the reasonable costs of the process.
14. What happens if the technical examination determines there is no manufacturing defect?
The warranty does not apply. The customer can recover the item by paying the reshipping logistics costs.
15. Can I get a refund without sending the product for examination?
No. To determine if the warranty applies, it is necessary to complete the technical examination when appropriate.
16. Is the technical report reliable? Who performs it?
It is carried out by qualified personnel and delivered in writing, signed and dated.
17. What happens if I do not authorize sending the product for examination?
Without the technical examination, we cannot determine the origin of the problem nor apply the legal warranty.
18. Why are returns and warranty different processes?
Because they correspond to different situations:
- The return applies to unused items.
- The warranty applies to possible manufacturing defects. Each process has its own steps and criteria.
19. Can I send a product without requesting a return first?
No. Returns without prior request cannot be processed and may be rejected.
