Customer Service

CALL US
Call Brandy Melville Customer Service +41(0)917974760
MON-FRI 7am -3pm CET

FAQ

WHEN WILL I GET MY ORDER?
Please refer to the table on our Shipping page, for delivery time estimates. Normally we need to 1-2 business days (not including weekends) to prepare your order and one it is ready we will send you a confirmation email.

WHERE DO YOU SHIP?
We ship within Switzerland, United Arab Emirates, Philippines,Singapore and Russia only.

To place an order from Germany please visit our German website: www.brandymelville.de

 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 tracking number.

CAN I MAKE CHANGES TO MY ORDER?
Unfortunately, once the order has been placed, we can’t amend it but we might be able to cancel it. 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 ACCEPT GIFT CARDS ONLINE?
No. As of now we don’t accept gift cards yet.

I HAVE A STORE CREDIT, CAN I SPEND IT ONLINE?
Unfortunately, store credits cannot be used online and can only be spent in store. Please contact the relevant store directly for more info regarding your store credit.

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 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. If you believe your item is faulty, please send us a clear picture or video of the fault with the product.

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 date of purchase to return any unwanted items back to us for a full refund. Simply fill out the return slip included in your order and send this back with your return package. If this is lost, you can write down your name, order number and the items that you are returning on a piece of paper and include this inside your return. Please keep in mind that the customer is responsible for any return shipping fees. We always recommend you use a tracked service and keep your proof of return until your return has been processed, just in case! Our Return Address is:

Brandy Melville Returns
Order#
Brandy Melville Online Sagl
Via Val Barberina 13
TAVERNE TORRICELLA
6807 (CH)

I'VE LOST THE RETURN PAPER THAT WAS INCLUDED IN MY ORDER!
If you've misplaced the return paper 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.

HOW CAN I APPLY TO WORK IN ONE OF YOUR STORES?
We're so excited that you'd like to join our store team! Please contact the store that you'd like to work at directly, and they will be able to tell you if they are hiring, and give you more details on the process.

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.

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 to avoid it, this does occasionally happen.

PROBLEMS WITH ORDER
If you 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 within Switzerland, United Arab Emirates, Philippines,Singapore and Russia only.

Concerning Russian shipments, customs duties are charged to the customers.

Please allow 1-2 business days (not including weekends) for your orders to process prior to shipment. If you are in the USA or Europe, please visit our other sites which are linked below:
USA: us.brandymelville.com
Europe: brandymelville.eu
United Kingdom: uk.brandymelville.com

During peak season, processing times may be extended to 5 to 7 business days.

Orders are not shipped on weekends or holidays, as we do not operate on these days, please be mindful of this, when placing your order. Please also keep in mind that these are estimates (from the moment your order was shipped and not placed) and may also vary and are not always guaranteed. This can also be dependent on your local courier service.

Please note: we are unable to proceed with orders that contain industrial or non-residential addresses. If you proceed to place this order it will be cancelled and the funds will be returned to your original payment method. If you are able to change this to a residential address then please let us know as soon as possible and we can then make the necessary changes to your order, in order to proceed.

REGION COST SERVICE EST. TIME
Switzerland: Standard Delivery (Free for orders over $100) USD 7 DHL 1 to 3 business days
Russia: Standard Delivery (Free for orders over $150) USD 15 Fedex 7 business days
United Arab Emirates: Standard Delivery (Free for orders over $150) USD 25 Fedex 7 business days
Philippines: Standard Delivery (Free for orders over $150) USD 15 Fedex 7 business days
Singapore: Standard Delivery (Free for orders over $150) USD 15 Fedex 7 business days
Due to the COVID-19 situation, your order may be subjected to shipping delays. We've implemented a social distancing plan for the safety of our teams at the distribution center which will slow down processing times.

We appreciate your patience and understanding in advance.

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.

FREE SHIPPING FOR ORDERS OVER $150
If your order qualifies for free shipping the free shipping option at Checkout is 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 your order, minus a 7.00 $ 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!

Payments

All prices on our site are listed in Euros. We accept payments via PayPal or any of the major credit cards (i.e., Mastercard, Visa, American Express, …).

PAYMENTS
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.

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.

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 please contact us, so that we can find an appropriate solution.

Return Policy

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 date of purchase to return any unwanted items back to us for a full refund. Simply fill out the return slip included in your order and send this back with your return package. If this is lost, you can write down your name, order number and the items that you are returning on a piece of paper and include this inside your return. Please keep in mind that the customer is responsible for any return shipping fees. We always recommend you use a tracked service and keep your proof of return until your return has been processed, just in case!

Due to the current situation, we have now decreased our returns policy back to 30 days online from purchase. Your request will be processed within 7 business days after we receive your return. Your patience is greatly appreciated.

RETURN POLICY

  • The customer is responsible for any return shipping costs, and all shipping charges are non-refundable.
  • Unfortunately, we are not able to exchange items.
  • If you receive a damaged/defective item, please contact Brandy Melville Customer Service within 24 hours of receipt including the pictures of the items.
  • 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 returned unworn, unwashed, undamaged, and with all original tags attached.
  • The following items cannot be returned or exchanged: All jewellery, bodysuits, belts, hats, hair accessories, backpacks, scarves, handbags, keychains, iPhone cases and underwear are non-refundable.
  • We are not responsible for any lost or stolen merchandise incurred upon return shipping. Please ensure you use a tracked service and keep a record of your receipt, in case of any issues.
  • Refunds will be refunded to the original payment method used to place the order. If that is unavailable please contact us.

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#
Brandy Melville Online Sagl
Via Val Barberina 13
TAVERNE TORRICELLA
6807 (CH)

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 please contact us. 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.

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 ch.brandymelville.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.

COOKIE POLICY
Brandy Melville Online Sagl, (also referred to as ‘we’, ‘our’, or ‘us’ in this policy)  is the sales and distribution provider of Brandy Melville and its related sites and services (https://ch.brandymelville.com). Brandy Melville Online Sagl uses cookies when visitors use the Brandy Melville website and its related services (also referred to as ‘the Service’ in this Policy). By using the Service, you consent to our use of cookies on the site.

We set forth this Cookies Policy to explain what cookies are, how we use cookies for the Service, and what choices you have regarding our use of cookies.


What are cookies and how are they used?

Cookies are small pieces of information sent to your web browser by a website you visit. A cookie file is stored in your web browser to allow the website or a third party to do such things as improve your experience while you are using the site, remember your preferences when returning to the site, provide necessary technical information for the website, and so on. In short, cookies are important for website functionality and for giving you the best possible experience when using them.

Cookies can be “session” or “persistent” cookies.

Session cookies are temporary cookies that are not stored on your computer or mobile device. They are created temporarily in your browser's subfolder while you are visiting a website and aren’t stored on your computer or mobile device. When you’re using the site, a session cookie can be used to remember temporary information such as what you’ve placed in your shopping cart. These session cookies are erased when you close your browser or after 20 minutes of inactivity - once you leave the site, the session cookie is deleted.

Persistent cookies are those that are placed on your computer or mobile device for a predetermined length of time when you visit the site. They allow the website to do such things as remember your language preference or provide us with analytics data. They remain in your browser's subfolder and are activated again once you visit the website that created that particular cookie. A persistent cookie only remains in the browser's subfolder for the period set by the cookie's file.

Cookies can help a website to arrange content to match your preferred interests more quickly, but cannot be used by themselves to identify you.

 
How we use cookies

When you use and access our Service, we may place a number of cookie files in your web browser.
We use cookies for the following purposes: to ensure that content from.Zoc Stock  d.o.o. is presented in the most effective manner for you and your computer and to enable certain functions of the Service, to provide analytics, to store your preferences, and to enable advertisement delivery, including behavioural advertising.

We use both session and persistent cookies on the Service, but we use different types of cookies to run the Service:

  • Strictly Necessary Cookies – These cookies are essential for the operation of our website. They enable you to navigate the website and use all the features. They are used to manage and identify you as unique to other users currently viewing the website and enable you to login into secure areas.
  • Functionality Cookies - These cookies collect information such as your User ID, location, language preference and other settings to provide more personal features.
  • Performance Cookies – These cookies collect statistical data about the website visit such as the web pages that are most popular and any web pages that may be broken. These cookies do not collect personally identifiable information and are aggregated to collect information about the website’s performance.


Third Party cookies

In additional to our own cookies, we may also use various third-party cookies to report usage statistics of the Service or deliver advertisements on and through the Service. In such cases, an embedded advertising material which is served from a third-party site could store a cookie for that third party site, and that cookie would contain information fed to it from the site - such information might include the name of the site, particular products the user has viewed, etc.

What are your options regarding cookies?

If you’d like to delete any existing cookies in your web browser, or instruct it to stop accepting new cookies, please see our instructions on how to disable cookies for your chosen browser:

Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all of the features we offer (for example, you will not be able to store your preferences and our Service might not display properly).

 
Key tips for safe and responsible cookie-based web browsing

Due to their incredible utility and the fact that most websites use them by default, cookies are almost unavoidable. Disabling cookies will lock a user out of many of the most widely used sites on the Internet - YouTube, Gmail, Yahoo mail, and others. Even the most basic search engine requires cookies for language settings. Here are some tips you can use to ensure worry free cookie-based browsing:

  • Customize your browser's cookie settings to reflect your comfort level with cookie security, or use our guide to delete cookies.
  • If you are very comfortable with cookies and you are the only person using your computer, you may want to set long expiration time frames for storing your personal access information and browsing history.
  • If you share access on your computer, you may want to set your browser to clear your private browsing data every time you close the browser. While not as secure as rejecting cookies outright, this approach lets you access cookie-based websites while ensuring any sensitive information is deleted as soon as you end your browsing session.
  • Make sure your browser is updated and, if you haven't already, set your browser to update automatically. This eliminates security vulnerabilities caused by outdated browsers. Many cookie-based exploits are based on exploiting older browsers' security vulnerabilities.

 
Where can you find more information about cookies?

You can learn more about cookies at the following third party websites:

PRICING POLICY
All prices are in US Dollar $ 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.

Zoc Stock d.o.o. 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 Switzerland. Brandy Melville Switzerland 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. Zoc Stock d.o.o. 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.