Customer Service

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 1.310.458.3879

Monday - Friday, 9am-6pm PST

Saturday - Sunday, 9am-3pm PST

online@brandymelvilleusa.com 

Monday - Friday, 9am-6pm PST

Saturday - Sunday, 9am-3pm PST



FAQ

WHEN WILL I GET MY ORDER?
Orders usually ship out within 1-2 business days. Flat rate shipping takes 5-10 days via UPS Ground. You'll get an email with the tracking number once your order ships.


HOW DO I TRACK MY ORDER?
If you have an account, you can log in and check the status of your order anytime. If you do not have an account, go to the menu on the top right and selected 'track my order'. Once your order has shipped, you'll get an email with a link to the tracking.


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 your billing address may not match, or you may have insufficient funds. Sometimes when your card declines, there will be a pending charge on your account but you will not be charged.


WHEN DO I GET CHARGED FOR MY ORDER?
When you place your order, we authorize the amount on your card. You will not get charged until the order ships. If you paid with PayPal however, you will be charged immediately.


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.


NOT SURE HOW SOMETHING WILL FIT, FEEL, OR LOOK?
Chat with us! We are happy to give more information on our clothes or style advice.


WHAT DO I DO IF THERE IS A PROBLEM WITH MY ORDER?
Please contact us within 7 days of receiving your order and let us know what the problem. If there is a damaged item, please email us a picture of the damage.


DO YOU ACCEPT GIFT CARDS ONLINE?
Sorry, our Brandy Melville gift cards are only for purchase or use in our stores right now.


HOW DO I MAKE A RETURN?
Please follow the instructions provided on the invoice included with your order. You are responsible for the return shipping. Please make sure your items are eligible for return, you can refer to our full return policy posted online.

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 be able to see the shipping costs for your address. 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

Once you have placed your order, it may take 1-2 business days to process and ship out.
Express shipping is available, quotes will be available at checkout after you input your address. Orders placed before 3pm will go out the same business day. Orders placed after 3pm will go out the next business day.

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


DELIVERY ESTIMATES

SHIPPING METHOD COST SERVICE ESTIMATED TIME
Flat Rate $7 UPS Ground 5-7 business days
Free shipping (for USA orders over $100) Free! UPS Ground 5-7 business days
3 Day Select Usually around $10-$20, depending on address UPS 3 Day Select 3 business days
2nd Day Air Usually around $12-$20, depending on address UPS 2nd Day Air 2 business days
Next Day Air $16 and up, depends on address UPS Next Day Air 1 business day

TRACKING YOUR ORDER
When your order ships you will receive an email with the tracking information.
You can also log into your account if you have one and check the status from there, or if you do not have an account you can go to the 'track my order' link in the menu on the top right of our site.


CHANGES
Unfortunately, once your package is shipped we cannot make any changes to it. Once you get the tracking number, you can go to UPS' website and create a UPS MyChoice account. If your address is eligible, you can change delivery, update address, or upgrade your shipment for a small fee.


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. We cannot re-ship out the package, so if you want the items you can place a new order. If your package gets lost, please contact us!


Payment

All prices on our site are listed in US dollars.


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 gift cards or store credit online at this time.


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.


DISCOUNT CODES
Discount codes must be entered on the shopping bag page. Discount codes are only valid for the times stated and will not be honored after their expiration date. All discounted orders are final sale.


ONLINE STORE CREDIT
Online store credit can only be used on this website, brandymelvilleusa.com. Online store credit cannot be transferred to another person or account, and is linked to your customer account. If you do not have a customer account we will create you one when when the store credit is issued.


USING ONLINE STORE CREDIT
Online store credit may only be used online, it is not valid in our stores.
To use an online store credit, sign into your account. When you go to checkout, your store credit will show as an available payment method. Online store credit is only for our website, not stores.


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 must be returned within 30 days of the purchase date.

  • All items must be unworn and unwashed, with any original tags attached.

  • All intimates, swimwear, jewelry, 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.

  • Items must be returned where they were purchased from- online orders cannot be returned in stores.

  • 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#
470 Mirror Ct
Suite 102
Henderson, NV 89011

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 Orders

We no longer offer international shipping

Terms and Conditions

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 Brandymelvilleusa.com (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.


PRICING POLICY
All prices are in US dollars. 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, and if this is not available, an online store credit.


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. Colors on your monitor may not reflect the exact color 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 fulfill your order. If you have an account with us, all your information is secure and will not be shared.


PROP 65 WARNING
California's law requires that we notify you if any of our products contain lead or other chemicals known to the state of California to cause cancer and birth defects or other reproductive harm if those products expose consumers to these chemicals above a certain threshold level. Warning: Some of our products (such as jewelry) may contain very small amounts of lead, cadmium, or other chemicals, but not above the safe level as dictated by law.


Brandy Melville USA 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 USA. Brandy Melville USA may terminate these Terms without notice and at any time. In the event of termination, you are no longer authorized 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 USA 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.

Please note:  If you change your region while shopping, your bag will be emptied and you will have to re-select your items.