WHEN WILL I GET MY ORDER?
Please refer to the table on our Shipping page for estimated delivery times. Normally, we need 1 to 5 business days to prepare your order and once it is ready, we will send you a confirmation email.
WHERE DO YOU SHIP?
We ship within the European Union. We also ship to Norway.
Keep in mind that when placing an order from Norway or any other non-EU region (Azores, Canary Islands, ...), import taxes will apply (From 19/01/2022, for Norway, taxes are applicable only for orders exceeding 3000 NOK in value. If you are not of legal age, the import taxes will have to be paid before delivery).
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.
Once the email has been received, FedEx will update the shipment status within 1–2 business days.
CAN I MAKE CHANGES TO MY ORDER?
Unfortunately, once the order has been placed, we can’t amend 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, a pending charge will show on your account, but it will be dropped when your account goes to settle in 2-4 business days.
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 information 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 issues quickly and efficiently. If you believe your item is faulty, please send us a clear picture(s) or a video of the faultand photo(s) of the tags attached to the garment 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 14 days from the date of delivery to return any unwanted items to us for a full refund. Please write your name, order number, and the items you wish to return clearly on a sheet of paper. Otherwise, we may not be able to locate your order. Please place this note inside the package.
Please note that return shipping costs are the responsibility of the customer. We always recommend using a tracked shipping service and keeping your return receipt until the return has been processed, just in case.:
Brandy Melville Returns
Order Number (BMEU-OR-XXXXXX)
Zoc Stock d.o.o
Miren 137b
5291 Miren, Slovenia (SI)
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.
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.
ORDER VIEWING AND TRACKING
Once your order has been shipped, you will receive an email containing the tracking information.
If you have an account, you can log in and check your order status there. Please note that tracking updates on the courier's website may take 24–48 business hours to appear.
ORDER CHANGES
If you need to make changes to or cancel your order, please contact us immediately. Our warehouse usually processes orders within a few hours. If your order has already been processed, we will be unable to make any changes or cancel it.
OUT OF STOCK ITEMS
If you have ordered an item that is no longer available, you will receive a refund once the rest of your order has been shipped. Although we do our best to prevent this, it can occasionally happen.
ORDER ISSUES
If you have received an incorrect or damaged item, please notify us immediately. If an item is damaged, please email us with photos and a description of the damage, photos of the tags attached to the garment, and your order number.
We respond to emails within 24 business hours. We kindly ask that you keep the packaging and shipping label until you are certain that everything has arrived correctly and that there are no issues with your order.
Any issues with your order must be reported within 7 days of delivery.
Please remember to inspect all items before washing, wearing, or removing the tags, as we may not be able to assist with issues reported after these actions have been taken.
We ship within the European Union. We also ship to Norway.
Keep in mind that when placing an order from Norway or any other non-EU region (Azores, Canary Islands, ...) import taxes will apply.
(From 19/01/22, for orders from Norway, taxes will apply only if they exceed 3000 NOK in value).
If you are in the USA, UK, please visit our other sites, which are linked below:
USA: us.brandymelville.com
United Kingdom: uk.brandymelville.com
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.
Normally we need from 1 to 5 business days to prepare your order and once it is ready we will send you a confirmation email.
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 |
|---|---|---|---|
| European Union | 7.00 € | FedEx Priority | 1 - 7 working days |
| Italy | 7.00 € | TNT | 1 - 7 working days |
| Norway | 7.00 € | FedEx Priority | 1 - 7 working days |
ORDER TRACKING
Once your order has been shipped, you will receive an email containing your tracking information. If you have an account, you can also log in and check the status of your shipment there.
Please note that tracking updates on the courier's website may take up to 24–48 hours to appear.
CHANGES TO YOUR ORDER
Unfortunately, once a package has been shipped, we are unable to make any changes. However, if you need to update the delivery address, you can use the link sent to you by email or SMS to arrange changes directly with the courier, including updates to the delivery address, recipient name, phone number, or email address associated with your order.
UNDELIVERABLE OR LOST PACKAGES
If a package cannot be delivered and the customer has not responded to phone calls, text messages, or emails from the courier, the package will be returned to us.
Once we receive the returned package, we will issue a refund for the order amount minus a €7.00 return shipping fee.
Unfortunately, we are unable to resend returned packages. If you still wish to receive the items, you may place a new order at any time.
If your package has been lost and you are unable to resolve the issue directly with the courier, please contact us.
Please note that in many locations couriers are not required to obtain a signature upon delivery. For this reason, we recommend using a parcel locker or collection point if available.
Customers are responsible for ensuring that the shipping address provided is secure and accessible for deliveries.
All prices on our site are listed in Euros. We accept payments via PayPal, iDeal or any of the major credit cards (i.e., Mastercard, Visa, American Express, …)
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.
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.
We hope you are happy with everything you have ordered. However, if you are not completely satisfied, you have 14 days from the date of delivery to return any unwanted item and receive a full refund.
Simply include a note inside your return package with your full name, email address, and order number written clearly and legibly.
Please note that return shipping costs are the responsibility of the customer. We always recommend using a tracked shipping service and keeping your proof of postage until your return has been processed, just in case.
Your return will be processed within 7 business days of being received at our warehouse. We greatly appreciate your patience.
RIGHT OF WITHDRAWAL
Customers have the right to withdraw from their purchase within 14 days of delivery their order.
You are not required to submit a withdrawal request through our website. However, please note that any return made under the right of withdrawal must comply with our Return Policy.
Items that are damaged, washed, worn, missing their original tags, or purchased through on of our stores or website are not eligible for return under the right of withdrawal.
For complete information regarding return eligibility and conditions, please refer to the "Returns" section below.
WITHDRAWAL PROCEDURE
If you wish to exercise your right of withdrawal, you may click the "Withdraw Contract" button that you find on our website footer and complete the required information relating to your order.
Once submitted, you will receive an email confirming that your request has been received.
Please note that this email does not constitute acceptance or approval of your return. It only confirms receipt of your withdrawal request.
You do not need to wait for a response from us before sending your return. You may return the items at your own expense by following the instructions provided in the "Returns" section of our website.
Once your return has been received at our warehouse, it will be inspected to ensure that it complies with our return conditions. Refunds will be issued only for returns that meet the requirements set out in our Return Policy that you find below on this page.
RETURN POLICY
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 Number (BMEU-OR-XXXXXX)
Zoc Stock d.o.o
Miren 137b
5291 Miren, Slovenia (SI)
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.
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 Brandymelville.eu (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
Zoc Stock d.o.o., (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:// brandymelvilleeu.com/). Zoc Stock d.o.o. 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:
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:
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 Euros 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. Zoc Stock d.o.o..Zoc Stock d.o.o. 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.