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FAQs

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WHEN WILL I GET MY ORDER?

Please refer to the table on our Shipping page, for delivery time estimates.

WHERE DO YOU SHIP?

Currently we only ship 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 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.

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. We ask customers to let us know within 24 hrs of receiving their order if an item is faulty. 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 incase! Our Return "Address"  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

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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

Unfortunately, we are not able to amend the items in your order. If you need to make any changes other than that or to cancel your order, please call us immediately as we may not see your email in time. Our warehouse often processes orders within a couple of hours and, once they do, we won’t be able to cancel it.

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.

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 a clear picture of the faulty item and a description of the damage, as well as a picture of the paper invoice you received. We respond to our emails within 48 working hours. You have 24 hours (from the moment your order arrived) to report any problems with it.

Payments

All prices on our site are listed in Pounds.

PAYMENTS

Your credit card billing address must be from a country we ship to. You are charged when you place the order. 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.

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.

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