Customer Service

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+44(0)2085608740
Mon-Fri • 9am-5pm

FAQ

WHEN WILL I GET MY ORDER?
Once you have placed your order, please allow at least 4 working days for your order to be processed and shipped via Royal Mail Tracked service. You will receive an email with your tracking information once your order is shipped.

 

WHERE DO YOU SHIP?
Currently we only ship domestically, within the United Kingdom.

 

HOW DO I TRACK MY ORDER?
If you have an account, you can log in and check the status of your order anytime. Once your order has shipped, you'll get an email with a link to your Royal Mail tracking number.

 

CAN I MAKE CHANGES TO MY ORDER?
If you need to make any changes or cancel your order, please contact us immediately. Our warehouse often processes orders within a couple of hours. If we have already processed your order, we will be unable to make any changes or cancellations.

 

WHY IS MY CARD DECLINING?
If your card is declining you will want to check that your billing address matches the address attached to your account, you may also have insufficient funds. Sometimes when your card declines, pending charge will show on your account, but will be dropped when your account goes to settle in 2-4 business days.

 

DO YOU SELL GIFT CARDS ONLINE?
Unfortunately, at this time we are not selling gift cards online. You can purchase them from our stores in either Covent Garden or Hampstead. Please do bear in mind that, at least for the time being, gift cards can only be used in the same store that they were purchased from. Store location info can be found here: www.brandymelville.co.uk/locations.

 

I'M IN LOVE WITH SOMETHING, BUT I DON'T SEE IT! WILL IT COME IN STOCK?
Unfortunately, we don't know ahead of time if/when items will be in stock online or in store, but we do add new items almost daily!

 

I LOVE YOUR STICKERS! HOW DO I GET SOME?
If we have them, we include them in online orders, or you can pick them up at our stores when they are available.

 

WHAT DO I DO IF THERE IS A PROBLEM WITH MY ORDER?
We do our best to make sure that every order is perfect for you, however, sometimes errors do occur. If you have any issues regarding your order, please do let us know as soon as possible and we will do our best to resolve any issue quickly and efficiently.

 

HOW DO I MAKE A RETURN?
We hope that you love everything in your order, but if you aren't totally in love with something, you have 30 days from the purchase date to send it back to us. Simply pack the item in its original packaging and ship it to the address in your invoice. This address can also be found under the 'Returns' tab. Please make sure to include the bottom part of the return invoice, so that we know it's from you! * Please keep in mind that the customer is responsible for any return shipping costs.

 

I'VE LOST THE RETURN INVOICE THAT WAS INCLUDED IN MY ORDER!
If you've misplaced the invoice that was inside your order, you can either print out your order confirmation email and highlight the item/s that you are returning back to us, or simply write down your order number, full name and the name of the products you are returning back to us.

 

CAN I EXCHANGE SOMETHING I BOUGHT ONLINE TO ONE OF YOUR STORES?
Unfortunately, all online purchases must be returned back to us online and cannot be exchanged in-store.

Ordering

PLACING AN ORDER
After you have added an item to your bag, you can review your selections and delete items before proceeding to checkout. At checkout, once you enter your shipping address you will see the shipping method. You can also create an account that will save your information for future purchases. Review your information and your total before placing your order. Once your order is placed, you will get a page with the confirmation number on it and a confirmation email will be sent to the email you provided.


VIEWING OR TRACKING ORDERS
When your order ships you will receive an email with the tracking information.
You can log into your account if you have one and check the status from there.

Or you can also track your order by clicking this link.


CHANGES TO AN ORDER
If you need to make any changes or cancel your order, please contact us immediately. Our warehouse often processes orders within a couple of hours. If we have already processed your order, we will be unable to make any changes or cancellations. Orders can usually only be changed the same day that they were placed.


OUT OF STOCK ITEMS
If you ordered an item that went out of stock, you will be refunded once the rest of your order has shipped. While we do our best, this does occasionally happen.


PROBLEMS WITH ORDER
If you are missing an item, or have received an incorrect or damaged item, please let us know immediately. If an item is damaged, please email us with a picture and description of the damage, as well as the order number. We respond to our emails within 24 hours. You have 7 days to report any problems with your order.

Shipping

We ship domestically within the UK only. If you are in the USA or Europe, please visit our other sites which are linked below:
USA: www.brandymelvilleusa.com
Europe: www.brandymelville.de

 

Once you have placed your order, it will take up to 4 working days for us to process and deliver your order (excluding public holidays).

Orders are not shipped on weekends or holidays, so please allow for that. Please keep in mind that these are estimates and may vary.

 

DELIVERY ESTIMATES

SHIPPING METHODCOSTSERVICEESTIMATED TIME
Flat Rate £3.50 Royal Mail 3 to 4 days
Free shipping (for UK orders over £100) Free! Royal Mail 3 to 4 days

 

TRACKING YOUR ORDER
When your order ships you will receive an email with the tracking information. Once you get the tracking number, you can go to the Royal Mail' website and check the shipment status. 
You can also log into your account if you have one and check the status from there.

 

FREE SHIPPING FOR ORDERS OVER £100
If your order qualifies for free shipping, please ensure that you choose the free shipping option at Checkout, as this is not automatically applied.

 

CHANGES
Unfortunately, once your package is shipped we cannot make any changes to it. 

 

UNDELIVERABLE OR LOST PACKAGES
If a package is undeliverable it will be returned to us. Once it is returned we will refund you for you order, minus a £3.50 charge for the shipping back. We cannot re-ship out the package, so if you would still like the items, you can go ahead and place a new order. If your package gets lost, please contact us!

 

Payment

All prices on our site are listed in Pounds.

 

PAYMENT
We accept Visa, Mastercard, Discover, American Express, and PayPal. For credit cards, your billing address must match the address on file with your bank. Your credit card billing address must be from a country we ship to.
For credit cards, you are not charged until your order has shipped. We authorize your card when you place the order, and it will not be charged until shipment. Sometimes this may show as two pending charges on your bank statement, but only one will be charged. Refunds cannot be made until the order has been charged.
For PayPal, you are charged when you place the order.
If you have an online store credit, sign into your customer account and when you go to checkout the credit will show as a payment method. We do not accept store credit online at this time.
We accept Brandy Melville gift cards online, at checkout you enter your gift card number and then Redeem.

 

DECLINED CHARGES
If your card is declining your billing address may not match, or you have insufficient funds in your account. Sometimes when your card declines, there will be a pending charge on your account but you will not be charged.
If your PayPal payment did not go through, your order will be placed on hold and you will need to contact us.

 

ONLINE STORE CREDIT
Online store credit can only be used on our UK website, and not in stores. To use your online credit, proceed to login with your email address and password created and start shopping! Once you get to the checkout, there will be an "apply credit" option for you to use under Payment Method. You can use this credit partially and pay the difference, or pay in full. This credit never expires and can be used towards postage fees.

 

REFUNDS
Refunds to a credit card may take up to a week to process depending on your bank. PayPal refunds are received immediately.
Refunds can only be made to the original payment method. If that is no longer available then you will receive online store credit.

Returns

RETURN POLICY

  • Items bought from the online store must be returned to the address in your return invoice and cannot be returned in-store.

  • Items must be returned within 30 days of the purchase date.

  • All items must be unworn and unwashed, without any makeup/deodorant stains, and original tags attached.

  • All intimates, swimwear, jewellery, belts, hats, hair accessories, backpacks, eyewear, scarves, handbags, keychains, and iPhone cases are final sale.

  • All discounted items are final sale.

  • Refunds must be refunded to the original payment method. If that is unavailable, we will give you online store credit.

  • You are responsible for the return shipping, and all shipping charges are non-refundable.

  • We do not accept exchanges.

 

 

RETURN INSTRUCTIONS
Please follow the instructions on the invoice included with your package. List on the form what items you are returning, and mail to this address:

Brandy Melville Returns
Order#
Clock Tower Road
Unit 142
IsleworthLondon
TW7 6DT



RETURN PROCESS
Once we have received the return, we will process it within 7 days. Your refund will be credit back to the original method of payment used to place the order. If that is unavailable then you will be refunded to an online store credit. Returns over the 30 day limit will get an online store credit. Refunds may take an additional 5-7 days depending on your bank. We will email you at the email your order was placed with notifying you when we process your refund.

 

STORES
We do not accept returns for items purchased in our stores. Please refer to the return policy printed on your receipt for any store purchases.

International

We ship only within the United Kingdom at this time. If you are in the USA, visit our site brandymelvilleusa.com.

Terms

Please take some time to review these Terms and Conditions. Your use of this website and/or purchase of any products through this website constitute your agreement to the following Terms and Conditions. By accessing Brandymelville.co.uk (the "Website"), you (the "User" or "you") represent and warrant that you have read, understood and agree (1) to be bound by the following Terms and Conditions ("Agreement"); (2) that you have the right, authority, and capacity to abide by this Agreement; and (3) that you agree to comply with all applicable laws and regulations concerning your access and use of the website.


COOKIE POLICY
Cookies are small data files stored by your web browser on your computer. They allow us to keep track of your shopping session, to remember who you are when you come back and visit, and enable you to checkout. If you would like to purchase on our website you must have cookies enabled.

PRICING POLICY
All prices are in GBP and inclusive of VAT. We reserve the right to modify prices at any time. Any discounts will be posted by us, and not third parties. Refunds must be made to the original payment method.


DEPICTION OF ITEMS
While we do our best to accurately represent an item, there may be some variations. Some fabrics are vintage or distressed, and we will try to note that in the description. Colours on your monitor may not reflect the exact colour of the actual product. If you feel there is an inaccuracy, please let us know. We reserve the right to make any changes to product information at any time.


USE OF SITE
Harassment of any kind, including obscene or abusive language, will not be tolerated. We reserve the right to refuse service.

INVENTORY
While we do our best, occasionally items that are ordered will be out of stock. If this happens, you will be notified when the rest of your order ships and you will be refunded for the out of stock item(s). We cannot guarantee inventory.


PRIVACY & SECURITY
We will never share your personal information. Our checkout is secured using the latest SSL. Any information you give us will only be used to fulfil your order. If you have an account with us, all your information is secure and will not be shared.


Brandy Melville Online Ltd reserves the right to update, change, modify or otherwise alter these Terms and Conditions at any time without prior notice. Such revisions shall be effective immediately upon notice thereof, and any such notice may be given through any means, including but not limited to posting of the revised terms on the Website. It is your responsibility to review this Agreement for revisions and modifications that may affect your rights or obligations hereunder. You agree that you shall be bound by any such modifications to those terms. ANY ACCESS OR USE OF THIS WEBSITE BY YOU AFTER NOTICE OF REVISIONS SHALL CONSTITUTE AND BE DEEMED YOUR AGREEMENT TO THE REVISED TERMS.


These Terms are effective unless and until terminated by Brandy Melville Online Ltd. Brandy Melville Online Ltd may terminate these Terms without notice and at any time. In the event of termination, you are no longer authorised to access the website and the restrictions imposed on you with respect to the Content (as defined herein) and the disclaimers, indemnities, and limitations of liabilities set forth in these Terms shall survive termination. Brandy Melville Online Ltd shall also have the right without notice and at any time to terminate the Website or any portion thereof, or any products or services offered through the Website, or to terminate any individual's right to access or use the Website or any portion thereof.

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