Last Updated on: January 06, 2016

Where can I buy BRANS merchandise?

The only place where you can browse our latest releases and purchase the products are on the official BRANS store, www.mybrans.com. We offer an easy, flexible and intuitive shopping experience.

How do I place an order on the BRANS online store?

  • Simply browse the store by selecting “Underwear” to view the entire selection of products. For easier navigation, try narrowing your search options by style (Briefs, Boxers) followed by colour, size etc. on the left side bar. There are thumbnails for every product showcasing different profiles of the product to help provide a better visual feel of the product without entering the product page
  • Should you see something you like, click on the main product image and you’ll be taken to the product page
  • You’ll be able to view more information on the product regarding the materials and care instructions
  • When you’ll ready, simply select the size and quantity and click on ‘Add Item’ for it to be added to your shopping cart
  • Continue the above steps until you’re ready to checkout
  • Simply follow the step-by-step instructions for delivery and payment sections before clicking on ‘Submit’ to complete the order
  • When your order has been successfully submitted, a confirmation page will display your order number. A proof of the purchase will be sent to the email address you provided (this is your email confirmation). You can then continue to browse our website or close your browser

What size am I?

If you need to see which size is best for you, simply click on ‘Fit and Size’ which is located to the far right on every product page.

I have a discount code, how do I use it?

To apply your code, enter it in the appropriate field during the payment step of the Checkout. Only one discount or promotional code can be used at a time.

An item/size is marked “Out of Stock”. What does that mean?

If the size shows “Out of Stock”, it means that we do not currently have any units available. Do check back within the next 2 – 3 weeks to see if the item is in stock. Meanwhile, hang in there and we do apologize for the wait.

Product Availability

BRANS strives to make sure that all products listed on our website are currently in stock and pricing is true and correct. However, in some instances an item indicated as available on the website may be temporarily out of stock by the time your order or exchange is being processed and fulfilled.

In this case we will notify you by email within 3 business days, from the order date, to arrange for the backorder to be shipped out to you in a separate parcel at our cost.

Colors displayed online

While every effort has been taken to display the true color of our products as accurately as possible on the images shown on our website, the display color may slightly vary on your monitor with the actual product. Hence, we cannot guarantee any color you see will be 100% accurate to the final product.

Am I registered as a member of BRANS?

When you order on the website, we do not automatically register you as a member. You have total flexibility of purchasing from the BRANS online store with or without being a member.

However, by registering to be a member of BRANS, you can gain instant access to a more streamlined personalized shopping experience coupled with loyalty rewards, exclusively for members, for future redemptions, benefits and purchases.

To register as a member, just click on ‘Log In’ on the top right of the page. Enter your details in the relevant boxes under ‘Sign Up’ and press enter to enjoy our personalized shopping experience!
Upon receiving an email from us containing a password, you’re a registered member of the official BRANS store! It’s that simple!

To login, simply click on ‘Login’ at the top right of any page, enter your email address and the password provided and click ‘Sign In’.

How do I change my email address?

Just send us an email at hello@mybrans.com from your current registered email address with the request. Simply advise the old and new email addresses and we’ll take care of the rest.

We’ll keep you notified over at the newly revised email address when it’s all done.

Note: In case you do not hear from us, do take a look in the spam and/or junk folder of your email account. Also, add BRANS to your safe sender list in order to receive emails from us.

Is Goods and Service Tax (GST) included in the listed price

No. GST is not applicable and not included in the listed price for both local and international orders.

I placed an order but I did not receive the email confirmation.

First, ensure that you indeed finished the checkout process and completed the order. You should have reached the confirmation page which displays the order number.

Second, if you have completed the order, we suggest you take a look in the spam and/or junk folder of your email account. Also, add BRANS to your safe sender list in order to receive emails from us.

If it is still unresolved, the email address may have been misspelled or the mail was undeliverable. Please contact our Customer Service team at hello@mybrans.com and they will confirm whether the order was successfully submitted and/or a payment made.

When is my order processed and sent?

We process and ship all orders by the following business day, from your order date, directly from Singapore, not including Public Holidays in Singapore.

How are delivery times calculated?

Delivery times are from the date of dispatch. Do take note of the difference in time zone(s) when determining your delivery time.

How can I see the status of my order?

For any information regarding the status of your order , whether you’ve just placed it or if you’d just like to check on it, have a look at ’Track Your Order’ which is located at the bottom of any page. You will need your order number and the associated email address.

Shipping costs

We ship

  • locally using Normal Local Postage;
  • and worldwide using International Postage

Shipping costs are determined by the country of destination and parcel weight. To check the shipping charges that apply to your order, simply add the relevant items to your shopping cart, and go through to the checkout. At the checkout, select the relevant shipping option with your country shipping information and the associated costs will be displayed.

Local postage

It takes an estimated 2 to 6 working business days to ship locally.
Festive postings may result in possible delays. We seek your patience and kind understanding should there be any delays.

International postage

It takes an estimate of 4 to 18 working business days to ship to most countries.

Delays may be due to festive postings, customs inspection and clearance or any other possible reasons that arise at the destination countries beyond the control of our ecommerce logistics and communications service provider. We seek your patience and kind understanding should there be any delays.

Do I have to pay any taxes and duties for my order

International orders may incur taxes and duties as determined by the Customs agency within the destination country based upon the value of the order. Payment of applicable taxes/duties, if any, for release of the order withheld by the Customs agency is the sole responsibility of the recipient.

We strongly suggest you obtain more information by contacting your local customs office.

When will my payment be processed?

When you place an order on our website, we offer you a seamless mode of payment via Paypal. Paypal accepts payment with a Paypal account, or without a Paypal account via major credit or debit cards by Visa, Mastercard or American Express (AMEX).
The Secure Online Card Payment Tool will inform you instantly of the status of your transaction. If the transaction is declined, check the details and try again as it may simply be that the card details have been entered incorrectly.

If the transaction does not process after you have tried again to enter your card details, it could be any number of reasons – wrong card number or expiry date, insufficient account balance or your card provider had not allowed overseas purchases so they might need to unblock your credit card for payments to Singapore.

However, if you are sure you have entered information correctly, it’s best to contact your bank or any other relevant financial institution for further information and try again. You may also wish to visit Paypal’s website for more information regarding your transactions.

Preventive Measures towards consumer fraudulent transactions

All successful transactions will be reflected on the cardholder’s bank statement with the following details:
“The amount of the transaction”
“When the transaction was billed”
“BRANS”

Please be aware that throughout this section, it is the customer’s responsibility to provide valid and current shipping details.

How can I request a return or an exchange?

If you are not completely satisfied with your purchase or have simply changed your mind, please return the item(s) to us with its original packaging in their original condition* within 100 days from date of receipt.

BRANS will gladly provide the following exchange options:

  • Exchange for an alternate size/colour/style (subject to stock availability).
  • Voucher for the BRANS online store in the form of stamps for the next purchase (S$1 = 10 stamps)
  • Refund to your original method of payment

*Original condition refers to the garment unworn, unwashed, unscented & not stained. Due to hygiene reasons, we will subject returned item(s) to a thorough check. Should the item(s) fail to be in its original condition, we may be unable to accept the return and may send back the item(s) to the sender and the purchase shall be deemed final.

Simply download the Exchange Form, fill up the necessary mandatory details and send the item(s) back to us by post within 100 days of receipt of delivery to:

BRANS RETAIL – Returns
14 Gul Link
Singapore (629 384)

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
We will provide you timely notification(s) via e-mail when the returned package reaches us, when your exchange has been processed by us and when your replacement order is on its way.

Please read the section on “Who pays the postage charges for a return/exchange?”

What do I do with faulty item(s) received

Here at BRANS we pride ourselves with garments made under ethical conditions and of highest sustainable quality. However, if for any reason you find a fault with one of our products we would like to extend our warm service to help you resolve the problem in the shortest time possible.

If you come across faulty item(s) upon trying on the item(s), please return the item(s) to us with its original packaging in their original condition++ within 30 days from date of receipt.

In all instances where a product may be faulty, please contact Customer Service at hello@mybrans.com quoting your order number, your name and address, details of the product and photos of the issue. We will then advise and assist with the replacement process.

BRANS will gladly provide the following exchange options:

  • Exchange for an identical or alternate size/colour/style (subject to stock availability).
  • Voucher for the BRANS online store in the form of stamps for the next purchase (S$1 = 10 stamps)
  • Refund to your original method of payment

For exchanges and returns on faulty item(s), BRANS will ensure costs associated with returned faulty goods, including delivery, will be credited back to you.

++Original condition refers to the garment unwashed, unscented & not stained. Due to hygiene reasons, we will subject returned item(s) to a thorough check. We strongly suggest that you keep items clean and unstained of any kind when trying on the item(s) by ensuring that you are not wearing perfume/ aftershave or a deodorant which may leave a scent or marks on the item.

Should the item(s) fail to be in its original condition, we may be unable to accept the return and may send back the item(s) to the sender and the purchase shall be deemed final.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
We will provide you timely notification(s) via e-mail when the returned package reaches us, when your exchange has been processed by us and when your replacement order is on its way.

What do I do with incorrect item(s) received?

Here at BRANS, we pick and pack all our goods by hand. Occasionally, although unlikely, item(s) may be packed incorrectly due to human error. For that we would like to extend our warm service to help you resolve the problem in the shortest time possible.

If you received an incorrect item based upon your order, please read the section on “How can I request a return or an exchange?” and follow accordingly with the instructions provided.

For exchanges and returns on incorrect item(s), BRANS will ensure costs associated with returned incorrect goods, including delivery, will be credited back to you.

Can I cancel my order?

To cancel any order that you have just placed with us, simply contact Customer Service via email at hello@mybrans.com, quoting your order number and name.

If however your order has already been processed, you will need to return the order to us for a refund. Please read the section above on “How can I request a return or an exchange?”

Can I change my order?

Yes, but only if it has not already been sent. Please check the status of your order at Track Your Order first. To change any details of an order that you have just placed with us, simply contact Customer Service via email at hello@mybrans.com, your order number and name.

If however your order has already been processed, we may not be able to make any changes and you will need to return the order to us for an exchange and/or refund.

Please read the section above on “How can I request a return or an exchange?”

Who pays the postage charges for a return/exchange?

The cost of returning the item to us is your responsibility including currency conversion costs. For your first exchange of products or an order, we will ship your replacement free of charge. If a further exchange on the same order is requested, BRANS reserves the right to charge additional postage and handling fees for the shipment back to you.

This is typically around SGD 2 – 10 depending on the number of items being sent.

Does anyone have access to my personal information?

We do not sell, including renting and leasing Personal Information about our customers with third parties without your permission. We will not disclose and share Personal Information with third parties except as described in our Privacy Policy, in particular

4.0 Under our sole discretion, we may release and/or disclose information, including Personal Information, to comply with any applicable law, regulations, legal requests and processes or governmental request; enforce our agreement and policies under FAQs (insert link for FAQs landing page); protect the rights, security and integrity of the Website and our Products and Services; assert rights, interests and personal safety of BRANS., our customers, employees, service providers, other website users and the general public; protect all personnel from harm or illegal activities; or otherwise required to release and/or disclose information by law or in the case of an emergency.

Click here to read our complete Privacy Policy regarding ordering via our website.

How safe is ordering online at the BRANS online store?

At BRANS, we use one of the latest and strongest encryption technology available to put your mind at ease. On our website, we use Secure Socket Layer (SSL) that provides 2048-bit encryption  to all data sent to and from our website.

Click here to read our complete Privacy Policy regarding protection on information and data storage.