I bought a gift card but I did not receive a code. What can I do?

The gift card code will be sent to you by email in the next 36 hours. If you did not receive anything after 36 hours, please contact customer service@brandymelville.de.

How can I redeem my gift card?

Go to your shopping cart and enter the code in the field "Enter discount code" and press redeem. Then you will be shown your credit account. Since you are in your shopping cart, there is no automatic withdrawal. Use the "Checkout" button to finish your order. Please note that you must select a payment method when ordering, irrespective of whether the purchase value is above or below the value of your voucher. You can see the credit at the end of the payment process.
If at the end of the ordering process there is no deduction of the voucher, contact us, that we can help you further.
Vouchers can only be redeemed before completion of the ordering process. A subsequent credit note is not possible.

Why does my gift card code not work?

There are different kinds of Brandy gift cards. At our Brandy & Melville online shop, you will only be able to use the ones you bought online at www.brandymelville.de.

How long is a Brandy gift card valid?

You can use your card within three calendar years from the day it was bought.

What happens if I return the items I bought with a gift card?

In that case, we will provide you with a new gift card code via email as a refund for your returned pieces.
All additional remains will be transferred back on your account. PayPal or credit card payments will be returned automatically. If your payment was via bank transfer we will need your banking information. Please send us a note with all the necessary details for a fast and easy transaction.

My gift card has been lost or got stolen. What should I do?

Each gift card contains a code which has also been sent by email to the one how ordered it. In case you can not find that mail as well please call us! With your name and address, we might be able to find it in our system.

I have store credit from outside Germany, can I spend it online?

Unfortunately, store credits from outside Germany or Brandy UK/Brandy Ireland cannot be used online. If you have any questions regarding your store credit, please contact the relevant stores directly!
Do I need to register to shop online?

If you do not want to create a customer account at www.brandymelville.de, you have the option to order as a "guest". If you choose this order type, you do not need to register before placing an order. At first, you only have to enter your e-mail address and, in the next step, name the required address data. Please note that you will need to re-enter your details for each additional order.

Can I delete or change items after I ordered?

Unfortunately, it is not possible to change placed orders. We can not change the size or colour of an item, the shipping address or payment method, nor add or remove items. You may be able to cancel your order. Please contact our customer service as soon as possible.

Can I add pieces to my order after the check-out?

Due to technical reasons, we are not able to add additional pieces. If you order twice on the same day, both orders will be delivered in separate parcels.

What payment methods do you accept?

We accept PayPal, credit card (VISA & MasterCard) and bank transfer.
If you want to pay by bank transfer you will receive an email with our banking information. The invoice total needs to be paid within 14 days. After this term, we can no longer guarantee that your ordered items are still in stock! As soon as your payment is registered, we will send off your parcel. Therefore payment by bank transfer always prolongs the shipping for at least one day.

What does Verified by Visa or SecureCode by MasterCard mean?

In order to protect you from credit card misuse, you will have to type in your personal and freely chosen password or a TAN number given by your bank. Contact your bank to get further information.

Can I purchase on the account?

No, it is currently not possible to purchase on account at Brandy & Melville.
Can I return the ordered products?

Of course, you are free to return any articles you do not want to keep within 14 days of delivery without giving reasons. All products need to be in mint and sellable condition. Please note that due to hygiene reasons we are not able to refund any pierced jewellery if used.

Do I have to pay for returns?

We provide free returns for all returns over 30€ value of goods. Please get in touch to receive your returns label. Please return all items in a suitable and solid package. You can combine returns from several orders in one parcel as long as you send it back within 14 days of reception.
Make sure that your mail is prepaid and keep proof of postage when you return an item.
If your order was faulty please contact our customer service to get free returns.

Where do I need to ship my return?

Please follow the instructions on the return paper included with your package. List on the form what items you are returning, and mail to this address: Brandy & Melville, Csanyi L. Utca 34, 1043 Budapest, Hungary.

Can I return or exchange items I bought online in a Brandy & Melville store?

We are sorry to inform you that it is currently not possible to return or exchange items of your order in one of your local stores. Please send back your goods directly to our online warehouse.

Is it possible to return, exchange or make reclamations in Germany of Brandy & Melville products, if I bought them abroad?

Since the Brandy & Melville stores abroad belong to another company, it is not possible for us to do article exchanges or attend reclamations. If you would like to return an article purchased abroad, please get in contact with the shop where you bought it.

Can I refund SALE articles?

Every item in our online shop can be returned within 14 days of perception. This refers as well to SALE articles.

How do I get my money back in case of returns?

In case of PayPal or credit card payments, your money will be return automatically within a couple of days. If your payment was via bank transfer we will need your banking information. Please send us a note with all the necessary details for a fast and easy transaction.

How long does it take until I get my money back?

After your return arrived we will check all pieces and send your refund as soon as possible. Refunds usually take 3 to 4 days, but never longer as 30 days.
My order is not complete. What can I do?

We are very sorry that mistakes like this may happen. Please get in touch with our customer service as soon as possible so we can provide that your desired article is still in stock!.

I have received the wrong articles. What should I do?

Of course, we are going to exchange the pieces for you free of charge! Please get in touch with our customer service as soon as possible to get more information.

My order has been confirmed. But now I got a mail which says that the article is sold out. How can that happen?

Our shop is synchronized at certain intervals. So it may happen that different costumers order the same piece at the same time. In the case of articles with low stock, we are only able to provide the piece for the costumers who ordered first.

I saw an item at your store. Can I purchase it as well online?

Our sales mix is different in every store in order to surprise you every time again! Additionally, certain articles hit different stores at different times. Therefore it is likely that you will find the item you saw at our shop as well as online… but it is never sure.
Due to technical and organizational reasons, we are unfortunately not able to give you any information about whether your desired article will be available online or is going to be back in stock again.

Why is my card declining?

Please note that we only accept VISA and Mastercard. Firstly check, if all card details are entered correctly. Typos often occur when entering credit card details and these prevent the transaction from being successfully processed. Please also pay attention to the validity dates. You may also have insufficient funds.
To which countries do you deliver?

This Brandy & Melville Shop ships to Germany. You'll find all the necessary information in the section "Delivery times & shipping".

Do I have to pay for returns?

Unfortunately, you will have to pay for the return yourself. But you are free to use a different, smaller package to save shipping fees.

When will I receive my order?

The delivery to Germany will happen within 4 days* (*weekends and holidays excluded) after payment instructions by the customer. Once the goods have left our warehouse, you get for every order (except for vouchers), an e-mail with the tracking number. With this number, you can easily follow the current status of your shipment through the website of our shipping partner UPS (https://www.ups.com). In case you don’t find the e-mail, it is possible that it ended up in your spam folder.

Can I change my delivery address?

Unfortunately, it is not possible to change already placed orders regarding the delivery address. Please make sure the information is correct before completing your order.

What happens with my order when I have a wrong address?

If a package is undeliverable it will be returned to us. Once it is returned we can re-ship it and will charge further shipping.

What do I have to do when my package seems lost?

If your package gets lost, please contact us!
What means „one size“ and who does it fit?

Most Brandy & Melville pieces only come in one size as we use stretchy fabrics and offer a lot of loose fit cuts. It approximately covers Size XS up to M, of course always depending on the piece. If you are not sure please check the measurements we provide on each piece!

What’s the difference between the Italian (IT) and EU sizes?

Italien sizes are four sizes higher than the standard European ones. For example, an Italian Size 40 is a European Size 36.
As Brandy & Melville originally comes from Italy we do not exchange the size labels but provide you with information about both sizings.
Can I order outside Europe?

You can find a detailed list of all countries here.
If you are located in the United States, please visit: us.brandymelville.com
If you are located in Europe, please visit: eu.brandymelville.com
If you are located in the United Kingdom, please visit: uk.brandymelville.com
If you are located in Switzerland, please visit: ch.brandymelville.com
If you are located in Australia, please visit: au.brandymelville.com
If you are located in Hong Kong, please visit: hk.brandymelville.com
Could you please open a shop in my city?

All new shop openings are announced on Facebook. So, stay tuned! And thanks a lot for your lovely support!

Can I purchase Brandy & Melville SALE items online?

Well, let’s see…

I am a blogger and want to cooperate with Brandy & Melville. Whom should I approach?

Currently, there are no plans about cooperation with fashion blogs or other advertising partners. We kindly ask you to refrain from enquiries!

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.

If you are still in doubt you can, of course, contact us at any time!
We are available from 9 am to 5 pm each Monday to Friday on +49 30 91748784. Or just send us an email to service@brandymelville.de