CUSTOMER SERVICE


FAQ

WHEN WILL I GET MY ORDER? 
Orders are shipped out within 1-3 business days. During the busy holiday season it may take longer to process your order. The delivery is estimated to be within 7-10 business days. You'll get an email with the tracking number once your order is processed.

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 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 2 hours. If we have already processed your order, we will be unable to make any changes or cancellations. Orders can usually only be changed within a few short hours on the same day that they were placed.

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 credit card. You will not get charged until the order ships. If you paid with debit card 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 calendar days of receiving your order and let us know what the problem is. If there is a damaged item, please email us clear pictures of the damage, overall commodity status, original invoice and hang tag for verification.

HOW DO I MAKE A RETURN?
All goods are final sales and returns are unavailable for now. Thank you for your kind support and understanding!

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.

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 2 hours. If we have already processed your order, we will be unable to make any changes or cancellations. Orders can usually only be changed within a few short hours on 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. We will notify you as soon as your refund is processed.

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 pictures and description of the damage, the order number, overall commodity picture, as well as hang tag. We respond to your emails within 24 hours. You have 7 calendar days to report any problems with your order.

SHIPPING

Once you have placed your order, it will take 1-3 business days to process before it ships out. Flat rate shipping takes 7-10 business days. Please keep in mind these are estimates and may vary for exception for peak seasons. Express shipping is available, quotes will be available at checkout after you input your address.

All our orders are shipped with SF Express

SHIPPING CARRIER COST
SF Express $20

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.

CHANGES
Unfortunately, once your package is shipped we cannot make any changes to it. If shipping address were undeliverable, you can contact us to change delivery, update address, or upgrade your shipment for an extra delivery fee.

UNDELIVERABLE OR LOST PACKAGES
If a package is undeliverable it will be retained for 7 calendar days. The package with overtime detention will be returned. Once it is returned we will refund you for your order, the cost that shipper charges us will be deducted from your order refund amount. 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!

PAYMENTS

All prices on our site are listed in Singaporean dollars.
We accept credit card and debit card for payments. For credit cards, your billing address must match the address on file with your bank.
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.

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.

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 us.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.

PRICING POLICY
All prices are in SG 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.

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 device 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.

Brandy Melville 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. Brandy Melville 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 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.