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Frequently Asked Questions

Do you have a question? You’re in the right place.
We created this section to give you quick and easy help to consult.
Or if you want, you can also contact us directly.

  • Payments

    After receiving the order confirmation from the Company, the Customer may submit the payment in one of the following ways:


    Credit Card ((Visa, Visa Electron, Maestro, MasterCard, Aura e JCB)

    Security of the payments: The payment transaction takes place on a secure page using Braintree

    Why I cannot make the payment or not Is it accepted?

    Don’t worry, there are various reasons why this can happen:
    • - Check that the details of the card are correct (for example, the date of issue and the type of card);
    • - Make sure you have typed the security code correctly (ie the three digits on the back of the card);
    • - Your credit institution may have refused the payment;
    • - for security reasons we are not given more information about it, so you should contact them, make sure you have activated the 3d secure code on your card (ie the temporary code that is sent via SMS to your mobile to make payment in total security) ), otherwise contact your credit institution to activate it.
    If the problem persists, enter the details of another card and try again. If you could not resolve, send an email to our customer service to customerservice-usa@brosway.com providing as much information as possible (including any error messages), and we will give you further suggestions.

    Can I pay on delivery or by bank transfer?

    At the moment we do not accept cash payments or bank transfers, but all rechargeable credit/debit cards belonging to the Visa or MasterCard circuits in addition to PayPal.

    Is the purchase in your store safe?

    are forwarded to third parties. All data received is subject to strict data protection regulations. The transmitted data will be used exclusively to offer a personalized service and to facilitate purchases and navigation. The use of cookies is carried out to personalize and adapt the products and services to the wishes of customers. The user can still choose whether to enable or disable cookies, without negatively affecting the course of future transactions. Is my personal data safe and the flow of data transmitted by the user, such as the credit card number, are protected and encrypted thanks to the use of special system protocols (SSL). To protect the Customer’s purchases with a credit card, each order will be required to enter the CVV code. Thanks to this security system, the Customer’s credit card data will be totally illegible to third parties.
  • Shipments

    Can I choose day and / or delivery time?

    Unfortunately, it is not possible to choose a specific time and day. All orders are processed automatically and we are not able to change the shipping and delivery times.

    Please double-check that the Shipping Address you provide is accurate.

    The Company will not send the products until the payment has been totally settled .

    For the delivery, the Company avails itself of the service of reliable couriers which are selected from time to time according to the product ordered and the destination.

    How long it takes for delivery?

    The Company, except for unforeseeable circumstances or force majeure, will promptly deliver the products purchased, to all over the USA within 3-5 working days from the date of the receipt of the payment made by the Customer.

    The delivery will take place from Monday to Friday between 8:00 AM and 8:00 PM at the Customer’s address as indicated in the order.

    If Customer’s details are incomplete or incorrect (with the subsequent impossibility to deliver the products), the Company will contact the Customer before the dispatch.

    The Company shall not be responsible for any delay caused by the courier.

    Further Information About Shipping

    We ship to:
    • Antigua and Barbuda
    • Argentina
    • Aruba
    • Bahamas
    • Barbados
    • Belize
    • Bolivia
    • Brasil
    • British Virgin Island
    • Canada
    • Cayman Island
    • Colombia
    • Costa Rica
    • Cuba
    • Dominica
    • Dominican Republic
    • Ecuador
    • El Salvador
    • Grenada
    • Guadeloupe
    • Guatemala
    • Guyana
    • Haiti
    • Honduras
    • Jamaica
    • Martinique 
    • Mexico
    • Mont Serrat
    • Nicaragua
    • Panama
    • Paraguay
    • Peru
    • Puerto Rico
    • Saint Bartheelemy
    • Saint Kitts and Nevis 
    • Saint Lucia
    • Saint Martin
    • Saint PR and Niquelon
    • Saint Vincent and the Grenadines
    • Trinidad and Tobago
    • Turx and Caicos Island 
    • United States
    • Urugay
    • US Virign Island
    • Venezuela
    We cannot provide an exact delivery date/time, but you can check the status of your shipping through USPS tracking number.
  • Return and Refunds

    Where can I find the return shipping address?

    The return must be sent to the following address “Bros USA Corporation, 175 SW 7th ST Unit 1803, Miami, 33130 United States”.

    I can ship with a courier other than the one who delivered the order to me?

    The shipment being the customer’s responsibility, he can choose any courier to make the return Brosway is not responsible for any theft or loss during transport, so we suggest you choose a traceable type of shipment.

    Can I receive a refund on a different card than the one used for the order?

    Reimbursement cannot be made on cards other than those used for the purchase.

    How long will the refund take?

    Brosway Italia will refund the cost of the goods shipped, within the terms of the law (30 days), only after having received the goods and checked that all the requirements have been met.

    Have you received the products I returned?

    According to the method of shipping you have chosen, it can take up to 15 working days (excluding weekends and holidays) for your return to reach our warehouse. In the unlikely event that you do not receive an email within 15 working days (excluding weekends and public holidays), please contact us here. Make sure you let us know the original order number, what items you returned and any other useful information when you contact us.

    How can I receive a refund if the card is no longer active?

    The card used to place your order is been lost, stolen or deactivated? Don’t worry, if the account linked to your card is still open, we will still be able to complete the refund. We cannot refund the value of your order on a different card. If your refund is not visible 5-10 working days after confirmation of Once credited, contact our Customer Service.

    Can I change or return a product purchased in a Brosway store?

    It is not possible to return an item purchased on the Brosway Italia online shop at an authorized Brosway store or retailer. To make a change or return, please proceed with the return request by logging into your account. It is mandatory to register on the site in order to make the return request.

    I made a purchase without registering on the site, how can I make the return?

    In order to proceed with the return request for an order, it is mandatory to register on the site. After registration you will not find your order in the “My orders” section, because your order was placed as a guest customer. But don’t worry you can request the return by entering the requested data in the “My returns” section as n. of order and item code to be returned.

    Do I have to wait for the return request to be accepted to send my package?

    After making the return request, it is necessary to wait for it to be accepted in order to proceed with the shipment of your package. In fact, to ensure that your return is considered valid, you must insert the return document in the package which is sent via email with the acceptance of your return request.
  • Problems with the order

    Why is an item missing in my package?

    Check the items in the order confirmation with those in the package to make sure nothing is missing. If you have verified and are missing anything, contact our Customer Service and we will try to resolve the problem as quickly as possible.

    I received a wrong product, what can I do?

    We are very sorry if you received an item that did not match what you ordered. Please contact our Customer Service immediately at customerservice-usa@brosway.com to resolve the problem as soon as possible.

    I received a defective product, what can I do?

    We are very sorry if you received a defective product and we want to help you solve the problem in the shortest possible time. Contact Customer Service as soon as you discover the defect and provide as many details as possible (the order number, which item is defective, what is the defect, etc.). A Customer Service will find a solution and respond to your request as soon as possible
  • My Account

    I can’t log in to my account. What should I do?

    If you are unable to access your account, it is likely that you have not confirmed your registration. Check that your “confirmation registration” email has arrived in your mailbox and click on the link to confirm.

    If you have not received the confirmation email, please contact us, it could be a trivial technical problem.

    Do I need to create an account to buy?

    It is not necessary to be registered in order to buy. You can also buy as a guest, providing of course the data necessary for shipping and billing of the goods.

    I have not received the registration confirmation email, what should I do?

    If you have not received the confirmation email we first of all invite you to check the spam box, otherwise you can contact us and we will provide further assistance.
  • After Sale Service

    Do you offer a repair service?

    Yes, we offer a 2-year warranty on purchased items. This warranty covers manufacturing defects and material defects following a normal use condition.

    Any defective item covered by warranty will be examined and evaluated by the technicians in charge. Depending on the circumstances, the product can be repaired or replaced with an identical product. If an item is not covered by the terms of the warranty, the company offers a paid repair service.

    How long does the warranty last?

    All our products are guaranteed for two years from the date of purchase. The coverage of this warranty does not cover accidental damage caused by negligence, tampering with agents or sales personnel not authorized by Brosway Italia, unauthorized repairs or any other factor not related to material imperfections and the invoice.

    What does the warranty cover?

    The warranty covers manufacturing defects and material defects following a normal use condition.

    Is warranty repair free?

    Yes, the repair is free.

    How should I send the product for assistance?

    To receive assistance you can contact us by sending your request, if possible accompanied by a photo, and you will be given instructions to send the product for repair.

    How can I take care of my jewelry?

    For the normal cleaning of the jewel, use a soft dry cloth or moistened only with cold water.

    Do not clean with detergents or chemicals, hot water or ultrasonic systems. Do not immerse in water or use in the shower. Avoid contact of the jewel with hot water. Do not expose to excessive heat sources. Do not leave the jewel exposed to the sun for a prolonged period.