FAQs

Contact Us

How can I contact ItsBrighter?
You can reach out to our customer service team anytime by emailing us at info@itsbrighter.com. We’re here to help with any questions or concerns!

Shipping

Do you ship worldwide?
Yes, we’re delighted to ship to customers all around the globe.

Where do you ship from?
All orders are shipped directly from our warehouse in Hong Kong.

How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive, depending on your location. Please note that this timeline may vary during holidays and sale seasons.

What if I don’t receive my order?
If your order hasn’t arrived within 30 days after shipping, you’re eligible for a full refund. Simply contact us for assistance.

Will I be charged customs and taxes?
The prices listed on our website are tax-free in Euros. However, depending on your country’s regulations, you may need to pay import duties, taxes, or related fees upon delivery. These charges are determined by your local customs office and are your responsibility.

Orders and Payments

Can I change or cancel my order?
We understand that plans change! If you need to adjust or cancel your order, please contact us within 12 hours of placing it. After this time, changes or cancellations may not be possible, but you can return the order for a full refund once you’ve received it.

What payment methods do you accept?
We accept all major credit cards, including VISA, Mastercard, and AMEX, as well as PayPal.

When will my order be processed?
We process orders Monday through Friday, excluding weekends and holidays. Most orders are processed within 1-3 business days and shipped the next business day.

Returns and Refunds

How do I return an item?
To initiate a return, please contact us at info@itsbrighter.com. We’ll guide you through the process and ensure it’s hassle-free.

What if the item I received is defective, incorrect, or damaged?
We’re sorry for the inconvenience! If your item arrives defective, incorrect, or damaged, please email us at info@itsbrighter.com with:

  • Your order number.
  • Clear photos of the item(s).
  • A brief description of the issue.

We’ll work quickly to resolve the problem for you.

When will I receive my refund?
Refunds are issued to your original form of payment:

  • Credit or Debit Cards: Refunds will be sent to your card-issuing bank within 7-10 business days of your returned item being processed or your cancellation request being approved.
  • PayPal: Refunds are typically processed faster but may vary depending on their system.

If your refund hasn’t posted after this time, please contact your bank or card issuer for more details.