1) How do I make an online purchase on bruna.es?

Simply enter our online store, choose your favorite item(s) and the desired size, then click on "shop" .

Then click on "finalize order"
Enter the details for shipping and the chosen payment method.

You will receive an email confirming your order and within the shipping time indicated in our shipping section you will receive it at the address you indicated in your order.

2) What is the approximate delivery period?

Please check our shipping section for more information.

We have an express option for national shipments to the Peninsula with deliveries within 24-48 working hours (12€). Please note that orders received after 13:00 hrs will be prepared the following working day as our couriers have already collected the packages.

IMPORTANT: in the case of international shipments outside the EU or to the Canary Islands/Ceuta/Melilla, customs fees/tariffs will not be included in the cost of shipping or the product, these costs always being the responsibility of the buyer.

3) What are the shipping costs in Spain?

FREE!!! For all domestic shipments (Peninsula and Balearic Islands) Shipping is free.

Check out our section Shipping for more information and all destinations.

4) Can orders be tracked?

Yes, in fact we will automatically send you an email as soon as your package is collected by the carrier to inform you of the status of your order as well as the tracking number if it is available.

If you have questions about the status of your shipment and want to know when you will receive it, track your order at all times by clicking here.

Important: No changes can be made to the chosen shipping method. (Standard, CityPaq or Express) nor at the address if the order has already left our facilities or the customer has already received the shipping confirmation email.

5) I have selected delivery at a Citypaq point/Post Office but the map of points has not opened.

Yes, please see our shipping section for more information.

Customs fees/tariffs will never be included in the cost of shipping or the product, these costs being always the responsibility of the buyer.

Customs and tax policies will be those of the destination country.

In addition, for international returns within the EU, you can request the return through our website and we will send you a postal label to make the process easier. The return shipping cost of €12 will be deducted from the final amount to be refunded.

7) Shipping of orders with preorder items and items in stock.

If when you place your order there are items available for immediate shipping and items in preorder, as shipping costs are free, everything will be sent in a single shipment when all items are available for shipping. If you wish to receive the order in two separate shipments, the cost of the first shipment will be free but the second will cost €6. In the event of a return, the 14-day return period will begin to count from the date of receipt of each individual shipment.

8) What is my size?

If you have any doubts about which size to choose, consult our Size Guide :

9) Where can I find your items in a traditional store?

We currently have 14 guest collections , plus the Bridal and Deco collection , available on our website with more than 14,000 different products that we also replenish and add each month depending on stock and, above all, on their success or demand.

Many of our items are also sold exclusively online as they are pre-order items that are made to order and therefore are not physically available in any store.

10) What are the online payment methods?

Payments can be made by credit card: VISA, Mastercard, Maestro, American Express and also through Google Pay, Shop Pay or Apple Pay.

It is also possible to make payment via BIZUM, PAYPAL and KLARNA .

Important: Due to the new PSD2 payment regulations, it may be necessary to verify your purchase when paying by credit or debit card. Once the transaction is authorized in your bank's app, it is very important that you return to our website, otherwise the order will not be completed and the purchase will not have been made.

11) Can I request an invoice for my order?

Yes, of course! In fact, you will receive your invoice automatically by email. If you don't receive it, don't hesitate to ask us for it at atencionalcliente@bruna.es

12) Are refunds accepted for online purchases?

Yes, we do offer refunds. You can request your refund here if you have not received your pre-printed shipping label with your package (if you already have it, you can skip this step).

All orders placed online on our website www.bruna.es must be returned online following the instructions on our website.

You have 14 calendar days from receipt of the order to process your return or exchange request. For any queries or information about returns, please contact our Online Returns Department in writing at the following email address: devoluciones@bruna.es

For international returns or to the Canary Islands, Ceuta and Melilla, please click here.

Important : earrings, some accessories or underwear (adhesive cups) cannot be returned or exchanged for hygiene reasons if they have been unsealed and opened after delivery.

13) You have received your order and would you like to request a size change?

If you wish to change your size, you can consult the instructions here.

For international orders or those to the Canary Islands, Ceuta and Melilla, this option is not available and you will have to make a return and a new order.

14) You have received your order and would you like to exchange it for a different item?

If you wish to exchange it for another product or products on our website you can check the instructions here.

For international orders or those to the Canary Islands, Ceuta and Melilla, this option is not available and you will have to make a return and a new order.

15) Is there a cost for returns?

The return shipping cost is the customer's responsibility and will be deducted from the final amount to be returned. We make our app available to our customers for their management and convenience, as this way we will send you a pre-printed label by email so you can drop off the package at any of the more than 2,000 post offices or Citypaq points. The cost of return shipping is €6 for national orders. You can also choose the option of home collection for a cost of €12. for national orders . Or send it yourself following the instructions in the app and we will send you all the information at the end of the process. In the case of international orders or to the Canary Islands, Ceuta and Melilla, send us the package yourself, please click here. 

16) I am trying to make a refund request and the system does not allow me to do so...

If our app does not allow you to send us the return request, it is probably outside the stipulated period or it is an item that does not allow return. Please contact us in writing at the following email: devoluciones@bruna.es

It may also be because if you have already received your pre-printed shipping label with your package, there is no need to request it online again, simply send the package within the stipulated time frame.

Error in the returns app: If there is an error in our returns app, you can always send the package back to us at your own expense to the address detailed in the Terms and Conditions within the stipulated period of 14 calendar days after receiving the package.

It is not mandatory to make the return through our platform since, as it is a paid service, the customer can choose whether to do it in our app or in another way of their convenience, therefore, send us the package at your own expense within the stipulated period and as soon as we receive it, we will inform you of its receipt to proceed with the refund.

17) When and how will I receive my refund?

Once received at our offices, the return will be processed and the corresponding amount will be paid in the same original payment method once the returned garments have passed the quality screening test within 14 working days from the time they have been delivered to us.

18) I have a discount code, how do I apply it?

Discount codes apply to the entire amount of the order regardless of the number of items and must be applied manually by the customer to their order before checking out. Please note that if you forget to apply it later we will not be able to modify your order or apply it retroactively, check your cart before finalizing your order .

Discount codes cannot be combined with each other, only one can be applied per order, as there is only one box to indicate one code or another; and they are normally for single use per customer, except for specific conditions of the specific promotion.

In the case of a refund for an order with several items of different retail prices and a discount code applied, the refund of the discount will be proportional; that is, the discount applied will be proportional to the amounts of the items paid for and which the customer finally keeps.

The minimum order conditions will apply only to obtain the discount but will not affect the refund in the event of a return. Regardless of the number of items ordered or the resulting final amount, the applied discount will be refunded proportionally.

19) I have a discount code and it won't let me apply it.

Each promotional discount code has applicable conditions, if they are not met in any case the e-shop does not apply it. It may be that it has expired, that it has already been used by the customer or that it already has a discount code applied, in which case the discount codes are not cumulative, only one can be applied per order and customer; or it may be applied to selected items. For any questions, write to us at atencionalcliente@bruna.es

20) I want an item but I see that it is out of stock, are out of stock items restocked?

Each year we make a limited number of garments with great care and love during the high season. Once they are sold out, if our suppliers have the fabric available again in the same colour, we will make it again and put it on sale as a PRE-ORDER option at its original retail price. All our items are continuous as long as the same fabric is still available.

However, returns or size changes may also occur and the item may become available again.

If you want us to notify you by email, use our notification and web alert system by indicating your email and desired size on the product page.

If the notification box does not appear, refresh the browser and select your size again.

21) Do you make arrangements?

No, since we are an online store and it would be a bit complicated to take the correct measurements for the specific alteration in each case without having the person in front of you. We recommend that if you need an alteration, you go to your trusted dressmaker or retoucherie. Tip : Bring the shoes you are going to wear that day (low) as well as underwear - bra (tighten). Also, if we make any alteration or modification expressly requested by the customer afterwards, it would not be possible to return the item.

As a novelty for all of you who are from Madrid, this season we have launched a collaboration agreement with Pinzel . It is a clothing alterations app at home with which you can adjust the clothes to your liking (from taking in the hem to adjusting the garment as if it were made to measure) and from home, you can request the service here .

22) Can modifications be requested on preorder items?

No, it is not a made-to-measure pattern, but rather a custom-made pattern . Since you can return your garment afterwards if you are not satisfied, we cannot make any changes or modifications to the original pattern, because if we did, you would not be able to return it afterwards and the garment would not be able to be put up for sale again. You can find all the information about what preorder is by clicking here .

23) I just placed an order but I would like to cancel it. And if my order has preorder items, can I cancel them too?

Orders can only be cancelled if they have not been prepared, shipped and/or 24 calendar hours have passed since the order was placed on our website, even if the customer has not yet received the shipping confirmation email, since even if you have not received the shipping email, we have already begun the preparation process (picking, ironing, packaging, etc.). Once you have received it, you can process its return like any other order on our website. Cancelling is requesting a return for an online order without actually receiving the order.