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Orders

  • How do I modify or cancel my order?

    Once an order has been placed, we’re unable to make changes to the items, size, or color. 

    If your order hasn’t shipped yet, we may be able to cancel it for you. You can then place a new order on our website with the correct details. 

    If you’d like us to check whether your order can still be cancelled, please contact us as soon as possible and we’ll be happy to help! 

  • Why was my order or item cancelled?

    While we do our best to fulfill every order, there may be times when an order or item needs to be cancelled. This may happen for one of the following reasons: 

    • Billing information: The billing information entered at checkout does not match the information your financial institution has on file. Please ensure your full name, billing address, and phone number are entered exactly as they appear with your financial institution. 
    • Shipping information: The shipping address is incomplete or missing information, such as an apartment number or buzzer code. 
    • Inventory or quality control: The item may no longer be available due to an inventory discrepancy or may have been identified as damaged during our quality control process. 

    If your order or item has been cancelled, you will receive an email with more information.

  • Do you have a warranty policy?

    At Browns, we’re committed to providing quality products and exceptional customer service. If you believe your item may have a manufacturing defect, we invite you to bring it to one of our stores so our team can assess the item and determine whether it may be covered under our warranty. 

    Waterproof Items: Browns offers a 1-year warranty on waterproof products against manufacturer defects related to waterproofing. Please bring the item and your original proof of purchase to any Browns store and speak with a store manager. 

    If you don’t have your original invoice, a printed credit or debit statement may be accepted as proof of purchase. 

    All Other Items: If you believe your product may have a manufacturing defect, we invite you to visit your nearest Browns Shoes or B2 retail location. Our team must inspect the item in person, along with your proof of purchase, to determine whether the issue may be covered under our warranty. 

    A manufacturing defect refers to an issue with the workmanship or materials of the product. Our warranty does not cover: 

    • Normal wear and tear 
    • Unintentional or accidental damage 
    • Natural aging or deterioration of colors and materials over time 

    Once our team has assessed the item, they’ll be able to provide more information on the available options, if applicable.

  • What is your price adjustment policy?

    Price adjustments may be available when an item goes on sale, provided the request is made within 7 days of the original purchase date and while the sale is still active. Only one price adjustment may be requested per item. 

    In-store purchases: Price adjustments must be processed at a physical Browns or B2 store location while the sale is active and within 7 days of purchase. You do not need to return to the exact store where the original purchase was made. Please bring your original invoice. If approved, the price difference will be issued on a Browns Gift Card. 

    Online purchases: Price adjustments may be requested through our Customer Care team while the sale is active and within 7 days of purchase. 

  • Do you charge sales tax on my order?

    All orders placed on BrownsShoes.com are subject to the applicable sales tax based on the shipping address. Shipping fees are also subject to applicable sales taxes. 

    If your billing and shipping addresses are in different provinces or territories, the applicable taxes will be based on the shipping address. 

  • My order arrived damaged. What do I do?

    We’re sorry to hear your order arrived damaged or may have a defect. Please contact our Customer Care team with your order details so we can review the issue and advise you on the next steps. 

    In some cases, our team may require a photo of the damaged product received to properly assess the issue. 

  • How long will you hold my purchase in store for me?

    Once your order is ready for collection at your selected Browns or B2 location, we’ll hold it for 90 days. 

    If your order hasn’t been collected within 90 days, it will be refunded. Don’t worry—we’ll send you a friendly reminder before the refund is processed. 

  • Do you offer gift receipts for online orders?

    At this time, gift receipts are not available for online orders. An invoice will be included with your parcel and can be used if a return or exchange is needed. 

    If you prefer to make your purchase in store, you can request a gift receipt at checkout, and our team will be happy to provide one. 

  • Where do I add a promo code to my order?

    Before completing your online checkout, enter your promo code in the field labelled “Do you have a promo code?” 

    Once entered, the eligible discount will be applied to your order automatically. Please be sure to review the terms and conditions of the promotion, as some exclusions may apply.