Welcome to Braun Buffel’s Customer Care

When was Braun Büffel established?

Our illustrious history dated back over a hundred years ago to 1887 when our leather making tradition began in a German town called Kirn.

Are the products sold at BraunBuffel.com genuine Braun Büffel products?

At Braun Büffel, we have an uncompromising commitment to provide you with the highest quality products. When you buy from our official online store, you will receive genuine leather accessories from the brand house, a sterling example of our reputation in dependability and reliability.

Where else can I buy Braun Büffel leather accessories?

In Asia Pacific, you can find us in Indonesia, Malaysia, Singapore and Taiwan. Visit the Braun Büffel website for exact store locations. For the rest of the world, you may shop online at BraunBuffel.com

I need to repair a Braun Büffel leather product. Where should I go?

Our e-Customer Care Personnel are always ready to help. You can reach us via email at [email protected]. Kindly note that repair enquiries are for e-Shop purchases only. In your email, kindly indicate the product together with a photograph of the item.

What forms of online payment do you accept? Are they safe?

We accept the following payment modes or Click here to learn more.

• Credit Card (Visa or MasterCard) • Debit Card • Online Banking (Strip or FPX) • Installment Payment Plan

All online transactions are processed using payment gateways. This secure online payment gateway encrypts your banking details and provides a secure host environment for transaction.

How long I can receive reply from customer service?

Our e-Customer Care Personnel endeavor will respond to your query within 24 hours exclude public holidays and weekends.

Why do the colors of the items on my screen look slightly different from the actual products?

Due to varying screen calibrations, some color differences are expected. Our technical team works to ensure the displayed colors closely match the actual products across all devices.

How do I create a BraunBuffel.com account?

Simply click on the Sign Up button at the top right corner of your screen to create an account and begin your shopping experience. Order history and account information can view in the account dashboard.

I have forgotten my password. What should I do?

At the Login page, click on the link Forgot Your Password? Please enter the email address you use to get into your account and submit. You shall receive a “Password Reset Request” email, click on the email and reset your password.

What if an item I like is currently out of stock?

If the product that you are interested has ran out of stock, please subscribe to Notify Me button at product page or you may email us at [email protected]. We will notify you as soon as the item is available again.

How do I cancel an order?

We are unable to cancel, combine or modify to an order once it has been placed as it immediately starts going through our ordering process even if it has not been shipped yet. If you need to make any amendments, please email us at [email protected] for assistance.

We cannot guarantee that we can rectify the issue in time, you can have our assurance that we will do our utmost ensure your shopping experience remains a pleasant one.

Customs or import duties

All orders are shipped from Malaysia except Singapore and Indonesia. If there’s any customs or import duties are charged when the parcel reaches its destination country, these charges shall be borne by the recipient of the parcel.

Which countries do you ship-to currently?

BraunBuffel.com currently ships to Singapore, Malaysia, Hong Kong, Japan, South Korea, Australia, New Zealand, Brunei, USA and Canada. For the rest of the world, you may shop online at BraunBuffel.com

How much would be the shipping cost?

At Braun Büffel, we offer a complimentary free delivery with any of purchase. If there’s any customs or import duties are charged when the parcel reaches its destination country, these charges shall be borne by the recipient of the parcel.

Where else can I buy Braun Büffel leather accessories?

In Asia Pacific, you can find us in Australia, Indonesia, Malaysia, Philippines, Singapore, Taiwan, Vietnam and Hong Kong. Visit the Braun Büffel website for exact store locations. For the rest of the world, you may shop online at BraunBuffel.com

How many days do deliveries usually take?

Standard delivery 3-5 business days. For international orders, from Hong Kong, Japan, South Korea, Australia, New Zealand, Brunei, USA and other country usually take 4-7 business days as it ships from Malaysia. Delivery time may take longer during public holiday and weekends.

Do we offer expedited delivery

Yes, only for Klang Valley with a flat rate RM50 delivery fee for postal code between 40000 - 68100. For orders with Expedited Delivery Service will be done before 3pm excluding weekends, public holidays and unforeseen circumstances such as; weather. Otherwise, it will be on the next business day. Deliveries to multiple venues under the same invoice will be charged as separate deliveries. Please kindly select this service upon checkout.

Upon order confirmation, we will contact customer for the delivery confirmation or customer may reach us at [email protected]. Once the delivery is confirmed, a tracking link will be provided through email/WhatsApp to customers. No cancellations are allowed for all successful orders. In rare cases of delayed delivery due to circumstances beyond our control, Braun Buffel Malaysia will not be held liable for any claims.

Do you ship to postal box addresses?

We regret that our courier partner company does not deliver orders to postal box addresses.

How will I know if you have received my order?

When you place an order you will receive an order confirmation email, which will contain your order number. This information will also be available on your BraunBuffel.com account if you have registered with us.

Please note that this email is only to acknowledge that your order has been received and is not confirmation that your order has been processed. Once your order has been shipped, we will send you a shipment confirmation email confirming your order.

How do I keep tab on the shipment of my items?

You will find a tracking code in the Shipment Confirmation email, click on the tracking code to check the status of your shipment. Kindly note that tracking data may take up to 24 hours to be updated.

Do note for local order from Malaysia, we will ship using Gdex and local order from Singapore, we use Ninjanvan. Meanwhile, for International orders (orders not in Malaysia and Singapore) will ship using DHL.

What should I do if I notice an error in my order details after Checkout?

Please kindly contact our e-Customer Care Personnel at [email protected] to assist you. Please advise us your order number and a simple explanation to describe the error. While we cannot guarantee that we can rectify the issue in time, you can have our assurance that we will do our utmost ensure your shopping experience remains a pleasant one.

My order includes multiple items but only one of them arrived. What should I do?

Your items will arrive in separate parcels if you had placed orders separately. But if they were part of a single order, please reach out to us at [email protected], our e-Customer Care Personnel will assist you.

What is your return policy?

If you are not satisfied with the product that you have purchased (change of mind), you may return it within 30 days of delivery (local and international orders) for a Product Replacement (exchange) or Online Credits (90 days validity) that can be utilized in your next purchase. Sale merchandise are not entitled for return and exchange.

To ensure a seamless return or exchange, we kindly request that the product be in pristine, unused condition, with all original packaging, accessories, and any complimentary gifts intact. Simply re-pack the item(s) with the original receipt, and reach out to our dedicated e-Customer Care team at [email protected] to initiate your request. For exchanges requiring a balance top-up, a secure payment link or bank transfer option will be provided.

Are the products sold at BraunBuffel.com genuine Braun Büffel products?

At Braun Büffel, we have an uncompromising commitment to provide you with the highest quality products. When you buy from our official online store, you will receive genuine leather accessories from the brand house, a sterling example of our reputation in dependability and reliability.

What should I do if I received a faulty or incorrect item?

When your order arrives, please inspect the packaging for any damage that may have occurred during shipment.

If damage/ faulty/incorrect items occurred to the item(s) in your shipment, please contact us via email at [email protected] within fourteen (14) days from the date of order delivered together with supporting evidence and order number so that we can work with you to resolve the issue promptly. We ask that the returned product be unused and unworn condition, with the original packaging intact and accessories. Our e-Customer Care Personnel will make the necessary arrangements to rectify the unfortunate error.

Will Online STore Credits expire after a certain time?

Online Credit given to you will expire 90 days after the date of issuance. Please utilise the credit before the expiry date.

Can I return an item at a Braun Büffel boutique or a Braun Büffel counter?

We regret that returns and exchange for online orders are processed centrally at our head office, and will not be accepted at our retail outlets.

For Purchases made in Boutiques

You may exchange your merchandise within 7 days of purchase in unused and new condition with the original packaging intact and accessories at the same store where the goods are purchased with the original purchase invoice.

An exchange for another Braun Büffel merchandise of equal retail value. The difference will be borne by the customer should the exchange be of a merchandise with a higher retail value. No refund of the excess will be given should the exchanged merchandise be of lower retail value.

How will I know whether you have received my returned items and when will I receive the refund?

Once the returned items have been received and verified, we will notify you via email. Refund process may take up to fourteen (14) working days when faulty or incorrect item received. Meanwhile, for Online Credit will refund into your BraunBuffel.com account within 3 -5 working days if applicable.

An error page appeared on my screen. What should I do?

You may have encountered a technical glitch. Please attach a screenshot of the page and contact us via email at [email protected]. Our e-Customer Care Personnel will assist you on the issue.