Q: Can I place an order directly without registering on your website?
A: You can place an order directly without registering on our website. It is recommended that you register first and then purchase, so that you can check the order by yourself at any time from your personal account.
Q: If I did not register before placing an order, how can I find this order information after registration?
A: If you purchase it as a visitor, i.e. you order an item without registration. You can get order information in two ways：
Please check the mailbox at the shipping address to review the order notification email.
Please do not hesitate to contact our after-sales Customer Service, we provide email, live chat, and phone customer service for your reference.
Q: How can I apply for a return or refund?
A:
Step 1: Submit an Application
Log in to your account and select “My Orders" in the user center.
Select the order you wish to return for a refund and select the appropriate return/refund reason.
Step 2: Awaiting Application Approval
If the order has not been shipped, the review process may take up to 1 hour. For orders that have been shipped, the review process may extend to 1-2 days.
Step 3: Prepare your package and provide return tracking information
After your return/refund application is approved, you’ll receive an auto-message with the return instructions. Please follow the return instructions to complete the return.
Step 4: Package received and refund issued
Once in receipt of the returned item(s), a refund will be issued to the original form of payment within 3-5 business days. An email confirming the refund will be sent to the registered email address.
Q: How can I change the size, color, unit(s) of my order?
A: After an order has been accepted, we are unable to make any changes to any existing order. Please contact us via Live Chat (Monday through Friday 0：00 AM to 8：00 AM ， 9：00 AM to 12：00 PM PST), email us at [email protected], or by calling +1 609-831-4566(Monday through Friday 9:00 AM to 5:00 PM PST.) We may be able to cancel the order and begin a new order. If the order has already began to process, no changes can be made and a return request will need to be initiated upon delivery.
Q: How will I know if my order is confirmed? I did not receive an order confirmation email, only a PayPal confirmation email.
A: If you did not receive an order confirmation email from Bruno Marc, please contact us immediately to confirm the order was received. You may contact us via email at [email protected], by Live Chat (Monday through Friday 0：00 AM to 8：00 AM ， 9：00 AM to 12：00 PM PST), or by phone at +1 609-831-4566(Monday through Friday 9:00 AM to 5:00 PM PST). A representative will assist with your order, you will need to provide your PayPal email address and PayPal transaction ID (It's a 17-character string made up of both letters and numbers).
Q: How can I track my order?
A: An email notification will be sent notifying the package is in route. The email will contain the carrier, tracking number, and estimated delivery date.
Q: I received my order but I received the wrong item/defective item. What do I do?
A: Please contact us via Live Chat (Monday through Friday 0：00 AM to 8：00 AM ， 9：00 AM to 12：00 PM PST), email us at [email protected], or by calling +1 609-831-4566 (Monday through Friday 9:00 AM to 5:00 PM PST). Please be ready to provide your order number and a brief description of the issue. A representative will help to resolve the problem.
Q: How can I contact you?
A: Contact us via phone at +1 609-831-4566(Monday through Friday 9:00 am to 5:00pm PST), via Live Chat (available Monday through Friday 0：00 AM to 8：00 AM ， 9：00 AM to 12：00 PM PST), or email us at [email protected]
Q: How long will it take to receive my order?
A: Estimated Delivery Time: 3-7 days (Note:Deliveries are estimated within 3-7 days across the USA. However, the deliveries may take slightly longer In remote areas or facing various delivery uncontrollable factors(i.e. logistics issues,weather, traffic conditions,national holidays, high volume season, etc).
Q: Can I change my shipping address?
A: Please contact us immediately via Live Chat (Monday through Friday 0：00 AM to 8：00 AM ， 9：00 AM to 12：00 PM PST), email us at [email protected], or by calling +1 609-831-4566(Monday through Friday 9:00 AM to 5:00 PM PST) for any changes regarding the delivery address. Changes to shipping address may not be possible if the order has begun to process. A customer support representative may be able to provide further information.
Q: Do you offer expedited shipping?
A: At this time, we do not offer expedited shipping.
Q: Do you ship outside the United States?
A: Shipping is only available within the United States.
Q: How much is shipping?
United States:
• FREE SHIPPING is available on ALL orders over $69.99 USD.
• Orders $69.99 and below shipping is $7.99 USD.
United Kingdom:
• FREE SHIPPING is available on ALL orders GBP£62.3 and above.
• Orders GBP£62.29 and below shipping is GBP£7.12
Q: What method of payments are accepted?
A: We accept Visa, MasterCard, Maestro Card, Afterpay and PayPal.
Q: Do you accept pre-paid debit cards or gift cards?
A: We do not accept any pre-paid debit cards or gift cards. We do not accept any Visa prepaid cards as well.
Q: When I try to check out it gives me an error message saying “Card Type Not Supported.” How can I checkout?
A: If you encounter an error stating “Card type not supported” verify the payment method you are attempting to use is an accepted form of payment. Payment methods accepted are Visa, MasterCard, Maestro, Afterpay and PayPal. You may need to log into to PayPal and checkout using PayPal.
Q: What is sales tax?
A: Sales tax will be charged to customers who purchase from us in the applicable US states. We are required by law to collect sales tax in those states. We do not collect sales tax or tax in all states. For states imposing sales tax or using taxes, your purchase is subject to tax unless it is specifically exempt from taxation.
Q: How is sales tax calculated, and where can I see it?
A: Sales Tax is calculated on the net total merchandise value after all applicable discounts have been applied. The sales tax indicated on the checkout form is accurate. You will see the sales tax applied to your order once you confirm your shipping details and proceed to checkout.
Q: Is sales tax refundable?
A: In case of returns and/or refunds, the appropriate sales tax will also be refunded.
Q: What is the return policy?
A: Bruno Marc gladly accepts returns within 30 days of delivery. If you are not 100% satisfied with your order, you have 30 days from the time of delivery to request a return. Returns will only be accepted if the item(s) are UNWORN and in the original packaging. Buyers are responsible for all return shipping costs.
Q: How do I get a return shipping label?
A: A return request will need to be submitted before returning an item. Upon requesting a return, instructions will be provided on how to complete your return. The instructions will include the return address but a shipping label will not be provided. Buyers are responsible for return shipping costs and may select your preferred shipping carrier.
Q: Do you offer discounted labels?
A: We can offer you prepaid labels at a discounted price. The price of the label varies depending on the weight of the shoes and the buyer's address. Upon receipt of the return, shipping charges will be deducted from the total refund amount. In most cases, the price of a return label for up to two pairs of shoes is $8.34. If you need a discounted label, please contact Bruno Marc customer service further to verify the label price. Here is the contact link: https://www.brunomarc.com/pages/contact-us
Q: Can I exchange an item?
A: At this time, we do not offer exchanges for varying circumstances. A return request will need to be submitted and a new order may be placed for the desired product.
Q: When will I receive my refund?
A: Upon receipt of the returned item(s) a full refund will be issued back to the original payment method. An email notification will be sent with the refund information. Please allow 3-5 business days for the funds to be made available.
Q: Can I get store credit instead of a refund?
A: At this time, we do not offer store credit. All refunds will be processed to the original payment method.
Q: Do you offer a warranty policy?
A: Bruno Marc is happy to provide registered users with a 90-day warranty from the day the order is placed. Warranty claims can be made formanufacturing or material defects for items purchased from brunomarc.com, Amazon, and other retail stores. You may be asked to provide photos of the items to ensure the best solution is provided. To request a warranty claim, please contact our customer support team at [email protected].
Q: Is there a discount code available?
A: As a first-time customer, upon registering with our website, a Welcoming email will be sent with a 15% off discount code included. You may input the code at checkout.
Q: How can I check if an item will be restocked?
A: Please contact our customer support team for restocking inquiries. A representative will be able to provide an estimated restocking date if applicable.
Q: Can I place an order for an item that is out of stock?
A: No, we are not able to process any orders for out-of-stock items. You may contact us via Live Chat (Monday through Friday 0：00 AM to 8：00 AM ， 9：00 AM to 12：00 PM PST), email us at [email protected], or by phone at +1 609-831-4566(Monday through Friday 9:00 AM to 5:00 PM PST) to request for a notification to be sent when the desired item is available.
Q: Do you offer wholesale purchases?
A: Please contact us via [email protected] for wholesale inquiries.
Q: What are Bruno Marc's Rewards?
A: Bruno Marc Rewards is a loyalty program that allows members to earn points and redeem them for rewards
Q: How does the Bruno Marc Rewards program work?
A: Create an account to start receiving reward points and offers from us. The more you spend, the more rewards and offers you will receive!
Q: What are the benefits of joining?
A: Members will receive a 15% discount on their first purchase, reward points, cash rewards, gifts, a birthday reward, a chance of a lucky draw, exclusive member prices, and early access to offers.
Q: How do I become a Bruno Marc Rewards member?
Q: Who can join Bruno Marc Rewards?
A: To become a member, you need to be a US resident and at least 18 years old when you sign up!
Q: Does it cost to join?
A: No! Joining is free and you can get rewards as soon as you sign up.
Q: What's the membership of our brands and stores?
A: In order to enrich your membership benefits, when you register as a Bruno Marc member, you will also become a member of Dream Pairs, Bruno Marc, Nortiv8, and Dream Pairs stores at the same time, and you can enjoy even more membership benefits.
• For new members, when you sign up for the Bruno Marc Rewards Program, you will be registered in the Rewards Program for all brands and stores of DP Dream Pairs Inc.
• For existing account members, you can give authorization to participate in Dream Pairs, Nortiv8, and Dream Pairs stores Rewards Program.
Q: Ready to use your 15% off new member coupon?
A: If you signed up on our website, you can find the 15% off new member coupon in your welcome email. Or, just log in and head to Coupons in your user center!
For the store's 15% off coupon code, when you complete registration, you can take a screenshot and save it for your first purchase. Or check the welcome email for your exclusive coupon. Show the coupon barcode when checking out in-store.
Q: Where can I get full details on the Bruno Marc Rewards program?
A: Visit the Bruno Marc Rewards benefit page to learn more about our program and click here for the REWARDS PROGRAM TERMS & CONDITIONS.
Q: How do I contact Bruno Marc if I still have problems with the Rewards program?
A: If you are still experiencing issues, please contact us directly at [email protected].
Q: If I fill in my birthday, when will I get the 20% off birthday coupon and when will it expire?
A: The qualified members will receive a 20% off birthday coupon valid for 60 days; the coupon issued to the member's account before 45 days of birthday and will be valid after 15 days of birthday. (e.g., if your birthday is on April 30, 2024, the coupon is issued on March 15, 2024, and valid until May 15, 2024)
Q: If I get a birthday coupon, can I use it on the official website and stores?
A: For the members registered on the Website, the coupon is valid for purchases on our official website only; for the members registered in stores, the coupon is valid for purchases on our stores only.
Q: If I register and provide my birthday information during my birthday month, can I still receive birthday rewards?
A: Yes, you can. For new members who register in the same month as your birthday, we will issue the birthday coupon to your account within 24 hours. Please note that all coupons will still expire at the end of the month.
Q: Can I change my birthday on my profile?
A: The date can be modified only once.
Q: How do I earn points?
A: You can earn points in two ways:
• By making a purchase at Dream Pairs, Bruno Marc, and Nortiv8 official websites, and Dream Pairs stores. We issue 1 point per $1 spent.
• We also offer other ways to earn points, including signing up, completing your profile, and posting reviews on Dream Pairs, Bruno Marc & Nortiv8 official websites. You can find this information in your account.
* Points for Bruno Marc merchandise purchased at none of Dream Pairs, Bruno Marc, Nortiv8 official websites, and Dream Pairs stores, zero-dollar orders, discounts, tax, and shipping fees will not be awarded. Points can only be earned from the payment of products from Dream Pairs, Bruno Marc & Nortiv8 official websites, and Dream Pairs stores.
Q: Can I earn points for purchases I made before becoming a member?
A: Bruno Marc Rewards points only start accruing once you join the program.
Q: How can I redeem my points?
A: As a member, you have the opportunity to redeem your points for a cash reward of $10 that can be used towards purchases made on the official websites of Dream Pairs, Bruno Marc & Nortiv8, as well as in Dream Pairs stores.
You can redeem your points in increments of 100, starting at 100 points. You can combine the cash rewards with other discounts to enhance your savings. Additionally, you can use your points to redeem gifts or participate in lucky draws on the official websites of Dream Pairs, Bruno Marc & Nortiv8, and in Dream Pairs stores.
*Please note that points earned from purchases made on Dream Pairs, Bruno Marc & Nortiv8 official websites, and Dream Pairs stores will be collected and can be redeemed.
Q: How can I get free gifts?
A: You can redeem free gifts at 100, 200, 300, or 500 points, and enjoy free shipping. In each membership challenge campaign, one member can redeem up to 3 gifts. Please note that for redeemed gifts, we do not accept return requests. However, they are covered by a 90-day warranty against any manufacturing or material defects.
Q: Can I apply rewards for shipping and taxes?
A: No, reward points can only be redeemed for the actual payment amount for the goods in the order and can't be applied to shipping fees or taxes.
Q: I have points to redeem. Why can't I redeem it at checkout?
A: Please make sure that you are signed into your account prior to checkout and that the account has at least 100 points. If you are still receiving the error when signing in, make sure to clear your browser’s cache and cookies.
Q: Can I transfer my points to another account?
A: We are unable to transfer points to other accounts, including multiple personal accounts.
Q: Do the points have cash value?
A: Points do not have cash value and can be redeemed as cash rewards, or gifts, but cannot be redeemed for another form of credit (refunds, gift cards, etc.). Points expire at the end of the calendar year and we are unable to reissue points after expiration.
Q: Will my points expire?
A: Your points will expire at the end of every calendar year. For example, if you earn 100 points in total, your 100 points will expire on December 31st, 2023.
Q: How many points do I earn when I shop?
A: We issue 1 point per $1 spent. Every 100 points is equivalent to $10. You can start redeeming points at 100 points. Points can only be earned for actual payment for products.
Q: How do I know if my points have been added to my account?
A: Your points will be added to your account once your order has been paid. You can track your points balance in Reward Points Balance in your account.
Q: If I return my items, do I lose my points?
A: If you purchase without redeemed points and return your order, the points will be deducted for every dollar refunded. If you purchase using redeemed points and return your order, the redeemed points will be returned to your account. Kindly note, that you may go into the negative if you return an order in which points were issued and applied to a new order.
Q: What is the Monthly Challenge?
A: Get ready for our exciting monthly challenges with different themes! The challenges and rewards change each month, so keep an eye out for updates on our website and in-store promotions. Stay tuned for all the fun!
Q: Where can I find details about the Monthly Challenges?
A: You can find information about the Monthly Challenges and other rewards on the Membership Rewards page.
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