Contact / Shipping & Returns
We will aim to dispatch your items as quickly as possible which in most cases will be within 3 working days. During busy periods such as Christmas and during promotions and sales, please allow up to 14 working days as our gummies are made in fresh weekly batches to ensure maximum efficiency.
If you have not received your order after this time frame please contact us at brainybearz@europe.com
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Please contact us at brainybearz@europe.com to begin your return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at brainybearz@europe.com
Free and promotional items
Please note that any free or promotional items may be shipped from an alternative warehouse and as such may arrive separately and at a different date to the initial charged item. Although we will endeavour to send all items together please allow an additional 30 days for free or promotional items to be received.
Please also be aware that due to the logistics highlighted above, any free or promotional items MUST be added to cart at time of initial purchase and cannot be redeemed at a later date if this action has not been completed. We are only able to fulfil items as they are presented to us at time of order and that correspond with your order confirmation email.
If you wish to include any of the aforementioned items to your order please ensure that they are manually claimed and added to cart on the product page using the "Kite" drop box and are visible on your order summary before clicking the Pay Now button.
If you are experiencing any issues in adding free or promotional items to your cart please contact us at brainybearz@europe.com BEFORE completing your purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return,