FAQ

Sorry, but at the moment Giftcards are not available and not usable. We are doing our best to give you back this service as soon as possible.
Do I need to register to shop online?

If you do not want to create a customer account at www.brandymelvilleeu.com, you have the option to order as a "guest". If you choose this order type, you do not need to register before placing an order. At first, you only have to enter your e-mail address and, in the next step, name the required address data. Please note that you will need to re-enter your details for each additional order.

Can I delete or change items after I ordered?

Unfortunately it is not possible to change placed orders. We can not change the size or color of an item, the shipping address or payment method, nor add or remove items. You may be able to cancel your order. Please contact our customer service as soon as possible.

Can I add pieces to my order after the check-out?

Due to technical reasons we are not able to add additional pieces. If you order twice at the same day, both orders will be delivered in separate parcels.

What payment methods do you accept?

We accept PayPal, credit card (VISA & MasterCard) and bank transfer.
If you want to pay by bank transfer you will receive an email with our banking information. The invoice total needs to be paid within 14 days. After this term we can no longer guarantee that your ordered items are still in stock! As soon as your payment is registered, we will send off your parcel. Therefore payment by bank transfer always prolongs the shipping for at least one day.

What does Verified by Visa or SecureCode by MasterCard mean?

In order to protect you from credit card misuse you will have to type in your personal and freely chosen password or a TAN number given by your bank. Contact your bank to get further information.

Can I purchase on account?

No, it is currently not possible to purchase on account at Brandy & Melville.
Can I return ordered products?

Of course you are free to return any articles you do not want to keep with in 14 days of delivery without giving reasons. All products need to be in mint and sellable condition. Please note that due to hygiene reasons we are not able to refund any pierced jewelry.

Do I have to pay for returns?

International customers must pay to return correctly sent items. Please return all items in a suitable and solid package. You can combine returns from several orders in one parcel as long as you send it back within 14 days of reception.
Make sure that your mail is prepaid and keep proof of postage when you return an item.
If your order was faulty please contact our customer service to get free returns.
Within Germany we provide free returns for all returns over 50€ value of goods. Please get in touch to receive your returns label.

Can I return or exchange items I bought online in a Brandy & Melville store?

We are sorry to inform you that it is currently not possible to return or exchange items of your order in one of your local stores. Please send back your goods directly to our online warehouse.

Is it possible to return, exchange or make reclamations in Germany of Brandy & Melville products, if I bought them abroad?

Since the Brandy & Melville stores abroad belong to another company, it is not possible for us to do article exchanges or attend reclamations. If you would like to return an article purchased abroad, please get in contact with the shop where you bought it.

Can I refund SALE articles?

Every item in our online shop can be returned within 14 days of perception. This refers as well to SALE articles.

How do I get my money back in case of returns?

In case of PayPal or credit card payments your money will be return automatically within a couple of days. If your payment was via bank transfer we will need your banking information. Please send us a note with all necessary details for a fast and easy transaction.

How long does it take until I get my money back?

After your return arrived we will check all pieces and send your refund as soon as possible. Refunds usually take 3 to 4 days, but never longer as 30 days.

Where do i need to ship my return?

Please follow the instructions on the return paper included with your package. List on the form what items you are returning, and mail to this address: Brandy & Melville, Csanyi L. Utca 34, 1043 Budapest, Hungary.
My order is not complete. What can I do?

We are very sorry that mistakes like this may happen. Please get in touch with our costumer service as soon as possible so we can provide that your desired article is still in stock!.

I have received a wrong article. What should I do?

Of course we are going to exchange the pieces for you free of charge! Please get in touch with our costumer service as soon as possible to get more information.

My order has been confirmed. But now I got a mail which says that the article is sold out. How can that happen?

Our shop is synchronized in certain intervals. So it may happen that different costumers order the same piece at the same time. In case of articles with low stock we are only able to provide the piece for the costumers who ordered first.

I saw an item at your store. Can I purchase it as well online?

Our sales mix is different in every store in order to surprise you every time again! Additionally certain articles hit the different stores at different times. Therefore it is likely that you will find the item you saw at our shop as well online… but it is never sure.
Due to technical and organizational reasons we are unfortunately not able to give you any information about whether your desired article will be available online or is going to be back in stock again.

Why is my card declining?

Please note that we only accept VISA and Mastercard. Firstly check, if all card details are entered correctly. Typos often occur when entering credit card details and these prevent the transaction from being successfully processed. Please also pay attention to the validity dates. You may also have insufficient funds.
To which countries do you deliver?

The Brandy & Melville Shop ships to all countries within Europe. You'll find all necessary information in the section "Delivery times & shipping".

Do I have to pay for returns?

Unfortunately you will have to pay for the return yourself. But you are free to use a different, smaller package to save shipping fees.

When will I receive my order?

The delivery to Germany will happen within 4 days* (*weekends and holidays excluded) after payment instructions by the customer. Deliveries to countries outside Germany are made within at least 7-15 days* (*weekend and public holidays excluded) after payment by the customer. Once the goods have left our warehouse, you get for every order (except for vouchers), an e-mail with the tracking number. With this number you can easily follow the current status of your shipment through the website of our shipping partner UPS (https://www.ups.com). In case you don’t find the e-mail, it is possibly that it ended up in your spam folder.

Can I change my delivery address?

Unfortunately it is not possible to change already placed orders regarding the delivery address. Please make sure the information is correct before completing your order.

What happens with my order when i have a wrong address?

If a package is undeliverable it will be returned to us. Once it is returned we can re-ship it and will charge a further shipping. International customers will be charged with the return fees of DHL.

What do I have to do when my package seems lost?

If your package gets lost, please contact us!
What means „one size“ and who does it fit?

Most Brandy & Melville pieces only come in one size as we use stretchy fabrics and offer a lot of loose fit cuts. It approximately covers Size XS up to M, of course always depending on the piece. If you are not sure please check the measurements we provide on each piece!

What’s the difference between the Italian (IT) and EU sizes?

Italien sizes are four sizes higher than the standard European ones. For example an Italian Size 40 is a European Size 36.
As Brandy & Melville originally comes from Italy we do not exchange the size labels but provide you with the information about both sizing.
Can I order outside Europe?

You can find a detailed list of all countries here.
If you are located in the Unites States, please visit: brandymelvilleusa.com 
If you are located in the United Kingdom, please visit: brandymelville.co.uk
If you are located in Ireland, please visit: ie.brandymelville.com
If you are located in China, please visit: cn.brandymelville.com
Could you please open a shop at my city?

All new shop openings are announced on Facebook. So, stay tuned! And thanks a lot for your lovely support!

Can I purchase Brandy & Melville SALE items online?

Well, let’s see…

I am a blogger and want to cooperate with Brandy & Melville. Whom should I approach?

Currently there are no plans about cooperation with fashion blogs or other advertising partners. We kindly ask you to refrain from enquiries!

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.

If you are still in doubt you can of course contact us at any time!
We are available from 9am to 5pm each Monday to Friday on +49 30 91748784. Or just send us an email to: service@brandymelvilleeu.com