Branberry work hard to make sure you are happy with your order. We have supplied some answers to commonly asked questions below.
If you can’t find an answer to your question below, use the form on the contact us page to inquire.
“What does Shipping cost?”
In Australia
We offer $10 flat rate shipping Australia wide, regardless of the size and weight of your purchase.
Alternatively, if you’re in a rush to receive your order, we offer $15 flat rate shipping for Express Post, Australia wide.
FREE SHIPPING OFFER for orders over $100 – use coupon code ‘free’ at the checkout page.
Please note this is not an automated coupon and if you forget to enter it in on the checkout page and subsequently pay for shipping, we do not offer refunds on the shipping cost offer.
Free Collection in Store – pay online, especially if you wish to take advantage of our AfterPay option, and collect your order at our store, 1004 Humffray Street South, Mount Pleasant, Ballarat.
Overseas
Please contact us directly by email or phone with your order and delivery address so we can arrange an accurate quote for overseas shipping.
You may have your order collected by a courier of your choice, please contact our office first as packing charges may apply depending on how your courier needs the parcel wrapped for collection.
“How do you ship?”
We will ship to RESIDENTIAL addresses via Australia Post regular parcel post and update your order with a parcel tracking number once it has been sent.
We will ship to COMMERCIAL addresses via either Toll IPEC; Toll Priority or Australia Post depending on which is most economical for your postcode, and update your order with either a parcel tracking number or a consignment note once it has been sent.
If you require urgent shipping, we use Express Post via Australia Post.
“Has my order been shipped?”
Once your order has been dispatched you will receive a tracking email from us to let you know your order has been picked, packed and is on the way. You will also receive email updates from Shippit letting you know the status of your delivery. If you haven’t received these make sure you check your junk mailbox or contact us.
The dispatch email contains the tracking link for your order, so remember to keep hold of it until you have received your order.
“How long will it take for me to receive my order?”
We try our best to get your order shipped out as soon as possible, sometimes even the same day however please allow 1-3 business days just to be safe.
Any orders placed on a Saturday, Sunday or public holiday will be shipped the next business day.
- Express Post AUS via Aus post 1-3 business days
- Standard Post AUS via Aus post 1-7 business days
- International Post – please call or email to get a time frame.
Remember – all our parcels need to be signed for, otherwise they will be taken to the closest post office for collection.
“What if I haven’t received my order?”
If you haven’t received your express order within 3 business days or standard order within 7 business days of it your shipping confirmation, please contact us with your order number and we will follow this up for you.
Please keep in mind that once we have dispatched your order it then becomes the responsibility of the postal service. Branberry cannot be held liable for any delays in transit, but we will always do our best to make sure you receive your order as quickly as possible!
“Can I have my order sent to my work? ”
Of course! Please make sure that you include all the business details in your shipping address including the company name, level, unit number etc. so the post service will have the best chance of being able to deliver your parcel quickly!
“I received a wrong or missing item in my order?”
We are SO SORRY about this. We do our best to make sure all garments and orders are checked thoroughly before dispatch, but there are rare occurrences of human error (nobody is perfect, but we are pretty close). Please contact us right away with your order details and we can fix this up for you!
“How can I do a Return or Exchange?”
Please see our RETURNS & EXCHANGES page for information on this topic.
“Can you put an item on hold for me?”
Unfortunately, we aren’t able to hold items – sorry!
“There’s an item I really want but it’s out of stock, is there anything I can do?”
As we make everything ourselves most of the time it’s quite easy for us to make an item up especially for you.
There is an option for you on some items to still purchase via our website however you will be notified that it is on backorder.
Please allow 2-3 weeks for an item to be made up. If you need it sooner please send us a note via our contact us page and we will do our best to help you.
“Do you have a physical store I can come in to?”
We sure do! It’s located Mount Pleasant, Ballarat, Victoria. If you’re after a specific item please call ahead first to make sure we have it available for you.
“What payment methods do you accept?”
We currently accept the following: Paypal and Direct Bank Transfer via our website. If you wish to use Mastercard or Visa you can call the office on (03) 5331 5533 or email us at Kassie@branberry.com and we can arrange this payment option for you.
“How do I use a discount/promo code?”
Just enter the code in the coupon code field at check out and click apply coupon. If you are having trouble please make sure you check the spelling, make sure you’re using capitals if needed and there are no extra spaces included. If you are still having issues please contact us.
“How do I care for my knitwear?”
Please refer to our GARMENT CARE page for instructions on how to wash, dry, clean and store your garment.
“Do you do repairs?”
If you accidentally damage your blanket or garment we may be able to repair it. Please bring your garment into our Ballarat showroom/store for an assessment and quote. If you are not local please contact us via email including photos of the damage and we will do our best to provide an assessment and quote before having you send it to us.
“Are the colours pictured exact colours?”
Please note that all monitors display colours differently, so 100% accuracy of these colour swatches can’t be guaranteed.
“Where are your blankets and knitwear made?”
We make all our blankets and knitwear in Ballarat, Victoria. Sometimes our tags will simply say ‘Made In Australia’ but please be assured we have made it in Ballarat.
“Where does your Merino Wool come from?”
The Merino wool we use is Australian Merino wool. Due to a lack of commercial spinning plants in Australia, the Australian wool is sent overseas to be spun and is then re-imported from countries such as India and China.
“Will my Blanket or Knitwear shrink?”
We shrink the knitted pieces of your garment on our heat presses before we cut them to size. After they have been sewed, the majority of our knitwear will be gently machine washed and cool tumble dried before being pressed again and folded into shape. This process, along with our high-quality yarns, means you should not expect any shrinkage in the wash beyond 2% of the original blanket or knitwear size.
Please never use a high heat setting on the tumble dry for your garment as this is known to cause knitwear to shrink.
“Will my Blanket or Knitwear stretch?”
With proper care, your knitwear won’t stretch. If you accidentally use a high spin cycle on your washing machine you can try to pull your garment back into shape at the sides so it will dry without stretching.
If you’ve hung your Garter Stitch, try to tumble dry it on a cool setting and this may help it regain its shape. Please note that tumble drying is only recommended to be used on low heat settings and for short periods of time.