Frequently Asked Questions
Delivery
When will I receive my order?
It only takes us 2-5 business days to create your favourite product, after which it is shipped out. The shipping time depends on your location but can be estimated as follows:
- Europe - EU and EFTA countries: 2–6 business days
- Europe - other countries: 6–14 business days
- USA and Canada: 2–4 business days
- Australia and New Zealand: 3–7 business days
- Japan: 2–4 business days
- Brazil: 3–5 business days
- Rest of the world: 4–14 business days
Keep in mind that those are estimates and not guarantees. Once we hand over your order to shipping, you will receive an email with your package's tracking number and a link to a page, where you can track your shipment status and see the approximate delivery time.
Where will my order ship from?
We work with an on-demand fulfilment network with facilities worldwide, so your order will be shipped from a location as close to you as possible.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country, so please check with your local customs office to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still do not have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package was not left at the post office or at your neighbour’s, get in touch with us via your order page or our contact form with your order number.
Orders
How do I track my order?
You will receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line via your order page or our contact form. Remember to add your order number.
I received a wrong/damaged product. What should I do?
We are very sorry if the product you ordered arrived damaged. Please contact us within 14 days via email at shop@thebreadwater.com with your order number in the subject line. Add photos of the damaged product and any other details you may have about your order. We will get back to you with a resolution as soon as possible!
Returns
What is your return policy?
As our products are made-to-order, we do not offer returns and exchanges, but if something is wrong with your order, please let us know via your order page. You can also use our contact form with your order number.
Do you offer refunds?
We only offer refunds to customers who receive a wrong or damaged item. If any of these apply, please get in touch with us via email at shop@thebreadwater.com. Add your order number in the subject line and attach photos of the wrong/damaged item, and we will sort it out for you.
Can I exchange an item for a different size/colour?
At this time, we do not offer exchanges. If you are unsure which size would fit better, check out our sizing charts – we have one for every item in our store in the product description section.
Though rare, an item may get mislabelled. If this occurs, please let us know within 14 days after receiving your order. Contact us via email at shop@thebreadwater.com, including your order number and photos of the mislabeled item, and we will send you a new one or issue a refund!