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Frequently Asked Questions


Q. How do I update my personal data?
Q. Is it safe to order online?
Q. What happens if I am not in when the parcel is delivered?
Q. Why should I register?
Q. Do I need to register to place an order?
Q. Why can't web exclusive shoes be delivered to store?
Q. How do I unsubscribe from your e-newsletter?
Q. How long will it take for my order to arrive?
Q. Do you deliver outside the UK?
Q. Do you deliver to BFPO addresses?
Q. When is your customer service department open?
Q. Where can I enter my voucher code?
Q. How can I stop Brantano emails going into my spam folder?


Frequently Asked Questions

Q. How do I update my personal data?
You can update your personal information at any time by logging into ‘My Brantano’ then choose ‘Edit My Details’.

In this section you can update the following -

      Update your name and address details
      Change your password
      Unsubscribe from the newsletter

Click Here to Login into your Account.

Q. Is it safe to order online?

Yes, our website is secured with a GlobalSign SSL certificate, which guarantees that all data that you provide on our website is securely transmitted using SSL (Secure Socket Layer).

Additionally, we use the Secured Ogone platform to handle your payments. This means that your payment data is safely stored on a secured server so that there is no risk of someone else accessing it.

For more infomation on how we keep your data say please check our Privacy Policy.

Q. What happens if I am not in when the parcel is delivered?
If you are not in on the day the order is delivered, Royal Mail will put a card through your door explaining what action you need to take.

Q. Why should I register?
Registering on our website enables you to order online much easier, you will receive a password that you can use for online ordering. This way, you won't have to enter your personal data each time you place an order.

Q. Do I need to register to place an order?
No, you do not need to register to place an order with us. We do recommend registering with us as it makes shopping with us in the future easier and you are able to track your order.

Q. Why can't web exclusive shoes be delivered to store?
Our Web Exclusive items are only available for home delivery, all our web exclusive stock is held at our warehouse which enables us to have a larger range online for our customers to choose from. This means we don’t send this stock to store as it can only be handled at our warehouse.

Q. How do I unsubscribe from your e-newsletter?
We are sorry to hear that you want to unsubscribe from our newsletter. To unsubscribe simply click the link at the top of the newsletter or login to ‘My Brantano’, click Edit My Details’ and untick the box asking if you would like to receive our newsletter.

Q. How long will it take for my order to arrive?
If your order is being delivered via our home delivery service this should be with you within 4-5 working days.

If you have chosen our store delivery service your items should be delivered within 2 weeks.

Q. Do you deliver outside the UK?
Currently we only deliver within the UK.

Q. Do you deliver to BFPO addresses?
Yes, we do deliver to BFPO addresses.

Q. When is your customer service department open?
Our Customer Care team are available to take your call Monday – Friday 9.00am – 5.00pm, if you would like to contact us outside these times please click here to send an email and we will be in touch as soon as possible.

Q. Where can I enter my voucher code?
Entering your voucher code is simple, add the items you would like to buy to your basket and click to go to the checkout. Here you will be prompted to enter your voucher code.

Q. How can I stop Brantano emails going into my spam folder?
To prevent you receiving unwanted spam email, some Internet Service Providers block messages from senders whose email addresses are not in the recipient's Address Book or on their Safe Senders List.

To ensure your Brantano messages reach you in the future please add newsletter@brantano.co.uk and webshop@brantano.co.uk to your Address Book or Safe Senders List.