Frequently Asked Questions

Welcome to the Branchwell FAQ page. We've gathered answers to the questions we hear most from our community of conscious shoppers. Can't find what you're looking for? Reach out to our support team — we're happy to help.

How long will it take to receive my order?

Orders are processed within 1-2 business days. Once shipped, standard delivery typically takes 4-7 business days depending on your location. We intentionally partner with carriers that offset carbon emissions, which occasionally adds a day to transit times — we think it's worth it for the planet, and we hope you do too. You'll receive a tracking number via email as soon as your order ships.

What is your return and refund policy?

We want you to love what you bought — but if something isn't right, you have 30 days from delivery to request a return. Items must be unused, in their original condition, and in the original packaging. Once we receive your return, refunds are processed within 5-7 business days back to your original payment method. Please note that a few items, like personal care goods, are final sale for hygiene reasons — these are always clearly marked on the product page.

What materials do you use, and are they really eco-friendly?

Sustainability isn't a marketing label at Branchwell — it's our founding principle. Our products are made from responsibly sourced materials like organic cotton, FSC-certified wood, recycled ocean plastic, and biodegradable packaging alternatives. Every supplier is vetted for ethical labor practices and environmental impact before we bring their goods into our shop. Full material breakdowns and certifications are listed on each individual product page.

How do I know which size to order?

Each product page includes a detailed size chart with measurements in both inches and centimeters. Since our apparel is made from natural, breathable fibers, fit can vary slightly by material — we recommend measuring a similar item you already own and comparing it to our chart before ordering. If you're between sizes, our team is always happy to offer a personal recommendation via chat or email.

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, Shop Pay, Apple Pay, and Google Pay. All transactions are encrypted and processed securely, so your payment information is always protected. We also offer installment payments through Shop Pay for orders over a certain amount, letting you spread out the cost interest-free.

Is your packaging actually plastic-free?

Yes — we've eliminated single-use plastic from our shipping process entirely. Orders arrive in recycled cardboard boxes, compostable mailers, and paper tape, with padding made from shredded recycled paper instead of bubble wrap. Even our shipping labels use plant-based inks. If any plastic ever does sneak into a package (say, from a supplier), let us know — we take that feedback seriously and use it to improve.

Do you offset the carbon footprint of my order?

We do. Branchwell partners with a verified carbon offset program that calculates the emissions from manufacturing and shipping each order, then reinvests in reforestation and renewable energy projects. It's automatically included in every purchase at no extra cost to you — because we believe sustainability should be built in, not upsold.

What if my item arrives damaged or defective?

We're sorry if that happens! Contact our support team within 7 days of delivery with a photo of the issue, and we'll send a free replacement or issue a full refund — no need to return the damaged item in most cases. Quality matters deeply to us, and we use every report to hold our suppliers accountable.