How may we help?
Answers to what people ask us most. If yours isn't here, write to us and a person from the house will reply within two business days.
Size guide
Garment measurements, laid out like a tailor's card.
Track an order
Where your parcel is, and when to expect it.
Returns
Thirty days, unworn, with tags.
Write to us
hello@birchbracken.com
Orders & payment
How do I pay?
Payment is taken through PayPal when you place your order. No PayPal account is needed: choose “Pay with Debit or Credit Card” to pay as a guest, then return to us for your confirmation.
Do I need an account?
No. You shop as a guest. Your confirmation email carries a private link to your order.
Will I get a confirmation?
Yes. We confirm your order by email. If an item becomes unavailable after you order, we will tell you and refund you in full.
Shipping
Where do you ship?
To the United States, Canada, Australia and New Zealand. Each of our stores ships within its own country.
What does shipping cost?
Standard shipping is included in the price. There is no extra delivery charge at checkout.
How long will it take?
Estimated delivery from your order, in business days: United States 7–12, Canada 7–12, Australia 5–10, New Zealand 6–10. These are estimates, not guarantees; peak seasons, weather, customs and carriers can add time.
How do I track my order?
When your order ships, we email you a tracking link. You can also find your order on our Track an order page. If you haven't received a tracking link within 4 business days of ordering, contact us.
Returns & refunds
Can I return an item?
Yes, within 30 days of delivery, if it is unworn, unwashed and in its original condition with tags attached.
How do I start a return?
Email hello@birchbracken.com with your order number and the item. We reply with return instructions and a return label. Return shipping is paid by you: the label cost is deducted from your refund.
When will I be refunded?
Once the return reaches the returns facility, we refund the item price, less the label cost, to your original payment method within 5 business days.
Can I exchange for another size?
We don't offer direct exchanges. Return the item for a refund and place a new order in the size you need.
What if an item arrives faulty?
Contact us within 30 days of delivery with photos. We will offer a replacement or a full refund, and you won't pay for the return.
Sizing & care
How do I choose my size?
Each piece lists its garment measurements; see our size guide. Measure a garment you love, laid flat, and compare. Measurements can vary by 1–2 cm.
How do I care for my knitwear?
Follow the care line on each piece's page. The Hearthside Crew: hand wash or professional dry clean.
Privacy
How do you use my information?
To process and deliver your order, provide service and take payment, and, unless you opt out, to measure and improve our store and ads. Use “Your Privacy Choices” at any time to change this.