Terms and conditions


The legal right of cancellation within 14 days

You may cancel your order within 14 days of receiving it by writing us an e-mail at info@brola.eu and returning the products to us.

You have 14 days (starting from the working day following receipt of your order) to cancel your order contract with BROLA.EU so that we can offer you a full refund of the items purchased and the cost of delivery (in case you have paid for it).

If you have paid a delivery fee and you return your entire order in accordance with our Returns Policy, we will refund the cost of delivery to your country.

If you only return part of your order to us, you will not receive a refund of any delivery costs.

In the event that you return an item that is incorrect or faulty, we will refund you the full cost of delivery and the charges of the return paid by you.

If you have already received your order, you will need to return the items you wish to cancel to us. Once you have informed us of your intention to cancel the order, we will explain the procedure to follow.

Returned items must not have been opened or used and must be in their original condition, they will be inspected once received.

We try to accept all returns. Returned items must keep the labels but the return packaging does not need to be the shipping one. However, it is your responsibility to ensure that returned items are properly packed so as not to be damaged during the return journey. In the event that a returned item arrives in an inadequate condition, we will return the item to you. In this case, we will not be able to proceed with the refund. If we do not receive your canceled order, we may arrange a recovery at your expense.

About you

To shop with us, you need to:

  • be at least 18 years old;
  • have the ability to make a bank transfer or
  • have a credit or debit card that we accept (see bottom of the page for details of current payment providers); and
  • be authorized to use that credit or debit card (e.g. it is in your name or you have permission to use it).

Placing an Order

When you place an order, you should receive an acknowledgment email confirming receipt of your order.

We only accept your order once payment has been approved and/or we have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery and payment method.

You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or if your order goes against unit limits as detailed on the product display pages of specific products.

If you think we’ve made a mistake, please get in touch with us and we’ll be happy to speak to you about it.

Prices and product descriptions

There’s a lot going on here at BROLA.EU and from time to time our busy managers may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or canceling it.

If we can’t get in touch with you, we will treat the order as canceled. If you cancel and you’ve already paid, we will refund you in full.

Prices include VAT (where applicable).

If you are a business with a valid VAT number and ordering not from Latvia, then by providing relevant company details and VAT number on order page, we will apply 0% VAT (reverse charge) on the order automatically.

By providing your business VAT number, you ensure that it is valid and it is legal to be used by you.

Depending on the value of your order or the delivery option or address you choose, delivery costs will also be charged (see below). Such charges will be clearly shown during the checkout process and included in the 'Total Cost'.


Before you finalize your order, you’ll be given various delivery options to choose from with estimated delivery times and dates depending on the delivery address.

We try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics, or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.

Please check out our Delivery Page for more info. Any problems with your delivery? Please let us know within 30 days of the date on which your order should have been delivered and we’ll do our best to help you.

Returns and refunds

Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns, subject to the rules below.

Returns from Belgium, Czech Republic, Portugal, or Switzerland:

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund for the returned items by way of the original payment method. Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs)

Returns from New Zealand, Finland, Croatia, Lithuania, and Latvia:

You will have 28 calendar days from the date your order is delivered to you or made available for collection to return your item(s).

You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount.

Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs)

If you return a defective item to us or the item you ordered was not the one you received, we will examine your order and the item, and where we determine acting in our sole discretion that the item is defective or not the one you ordered, we will provide you with a full refund including a refund of the delivery charges for sending the product to you and the return charges incurred by you when returning your items.

Returning a sale item?

If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you can request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method.

Returns from elsewhere:

If you return an item to us and request a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund for the returned items by way of the original payment method.

Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs)

All returns:

For all returns, we aim to refund you within 14 days of having received the returned item in our warehouse.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch – but any refund will be at our discretion.

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

Delivery costs and proof of postage

Depending on the options available in your country, you'll be responsible for the cost of returning any items. We strongly recommend you get proof of postage.

Keep it clean

Some items can’t be returned, like items where a hygiene strip or seal has been removed. Please check product descriptions before you order. If you want to return makeup / Face + Body products or any hygienic items, please do not remove the original wrapping/seal for hygiene reasons.

Original condition

If an item is returned to us damaged, worn, or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs).

Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

All returned items should be sent in their original condition and packaging where possible, including tags.

Fair use

Where we suspect fraudulent activity, including but not limited to suspicious claims relating to orders not being received, items missing, way, way more than even the most loyal BROLA.EU customer would order, or where we refuse multiple returns by you (see ‘When we may withhold issuing a refund’ below), returning items worn/used and not matching what was originally ordered, we might have to withhold issuing a refund and refuse any further services to you.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

This doesn’t affect your statutory rights.

Your information

Our Privacy Policy sets out how we’ll use your information.

At BROLA.EU, we love being able to interact with and chat with you through social media.

However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.

Things you shouldn’t do…

We know it’s obvious, but you must not misuse or tamper with our websites, apps, or other services (“Websites”) (e.g. hack, introduce viruses, trojans, worms, logic bombs, or other technologically harmful material or carry out denial of service attacks, etc) or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offense, but they also get in the way of us giving our loyal BROLA.EU customers the best service, so we take them really seriously.

BROLA.EU will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.

We recommend you use virus protection software when using any website, including ours. Although we have a dedicated team who work hard to stop people from messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses, or trouble-makers.

Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA 'screen scraping').

Troublemakers take note: you agree to indemnify, defend and hold harmless BROLA.EU, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages, and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.

Intellectual property, software, and content

BROLA.EU owns or has permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.

You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.

You’re also not allowed to use the BROLA.EU logo or any BROLA.EU brand or trademark (or any marks which are colorably similar) without our express permission.

Linking to this Website

It’s fine for you to link to brola.eu, as long as you do so in a way that is not commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.

Our Website must not be framed on any other site without our permission.

Complaints or need to speak to us?

Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our team, who will work with you to resolve any issues you’re having with our services:

User-Generated Content Ts&Cs

Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style.

By giving you the opportunity to feature your content on our social media channels and by responding with the required hashtag (such as #BROLA.EU) you agree:

  • we can use your handle and the content (the “Content”) on BROLA.EU and/or on any of BROLA’s social media platforms (including but not limited to Instagram, Facebook, and Twitter).
  • we can edit, crop, adapt, enhance, or modify the Content (but BROLA.EU will not treat you in a derogatory manner).

You promise that you:

  • have the permission of everyone in the Content;
  • have the right to grant BROLA.EU the above rights; and
  • are at least 18.

If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control.

You understand that other users of these social media platforms can also share and make use of the Content once posted. In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, and share the Content on social media platforms or websites that feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above then please do not give us consent to use the Content.

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