WHERE DO YOU SHIP?
Currently we ship within Australia and New Zealand.
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 been shipped, you'll get an email with a link to your tracking number. With our mobile app you will receive a notification when the order is getting dispatched.
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 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 and zip code match your card account references, 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?
We do! Just type your E-gift card number when checking out. If the gift card does not cover the total amount of the order, you will need to pay the balance with a debit or credit card. Please make sure the balance changes to confirm that it has taken the E-gift card.
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, we suggest downloading our app from App Store or Google Play on turning on the notifications!
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?
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.
HOW DO I MAKE A RETURN?
Please contact our customer service team on 1800 571 898, australia@brandymelville.com or our online chat. Once you have provided your order number and the item/s you are returning, we will send you a confirmation email with the detail for the return. Keep in mind that the customer is responsible for any return shipping costs and we are not responsible for any lost or stolen merchandise incurred upon return shipping. Make sure to use a tracked service and keep a hold of your receipt, just in case there are any issues.
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.
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, this does occasionally happen.
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 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.
We ship from our Sydney facility throughout Australia and New Zealand. If you visit from other countries, please check our other sites which are linked below:
USA: us.brandymelville.com
China: brandymelvilleonline.com.cn
Europe: brandymelville.eu
UK: uk.brandymelville.com
Switzerland: brandymelvillech.com
Once you have placed your order, it will take 3-5 business days to process before it ships out. Express shipping is available, quotes will be available at checkout after you input your address.
Orders are not shipped on weekends or holidays, so please allow for that. Please keep in mind that these are estimates and may vary. During sale period, please allow 5-7 working days for delivery for all Standard orders.
| SHIPPING METHOD | COST | ESTIMATED TIME |
|---|---|---|
| Standard Delivery (Free for orders over AUD $150) | AUD $9.00 | 2-8 Business Days |
| Express Delivery | AUD $13.00 | 1-4 Business Days |
| International Standard Delivery | AUD $15.00 | 9-15 Business Days |
TRACKING YOUR ORDER
When your order ships you will receive an email with the tracking information. Once you get a tracking number, you can go to the Australia post website and check the shipment status. You can also log into your account if you have one and check the status from there.
FREE SHIPPING FOR ORDERS OVER AUD150
If your order qualifies for free shipping, please ensure that you choose the free shipping option at Checkout, as this is not 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 the items of your order. We cannot re-ship 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!
All prices on our site are listed in Australian Dollars (AUD).
PAYMENT
We accept Visa, Mastercard, America Express and PayPal. For credit cards, your billing address must match the address on file with your bank. 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 may take up to a week to process depending on your bank.. Refunds can only be made to the original payment method.
RETURN POLICY
RETURN INSTRUCTIONS
Please contact our customer service team on 1800 571 898, australia@brandymelville.com or our chat online! Please provide your order number and the item you're returning, you can find these details on your packing list inside your parcel or on the order confirmation email.
RETURN PROCESS
Once we have received the return, we will process it within 10 days. Your refund will be credit back to the original method of payment used to place the order. 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.
We ship within all Australia and New Zealand, If you are in another country visit our site www.brandymelville.com.
Please take some time to review these Terms and Conditions. Your use of this website and/or purchase of any products through this website constitutes your agreement to the following Terms and Conditions. By accessing au.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
SJCM AU ONLINE PTY LTD (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://au.brandymelville.com/ ). SJCM AU ONLINE PTY LTD 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 SJCM AU ONLINE PTY LTD uses 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 SJCM AU ONLINE PTY LTD 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 behavioral 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:
You can learn more about cookies at the following third party websites:
PRICING POLICY
All prices are in AUD and inclusive of GST. 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.
SJCM AU ONLINE PTY LTD 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 AGREEMENT TO THE REVISED TERMS.
These Terms are effective unless and until terminated by SJCM AU ONLINE PTY LTD, which 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. SJCM AU ONLINE PTY LTD 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.
ACCOUNT DELETION POLICY (Brandy Melville AU Online Store)
You can request the deletion of your account and all related data by contacting us at australia@brandymelville.com indicating the following account informations:
- the email address associated with the account you want to be deleted from our database.
- the first name and last name associated with the account you want to be deleted from our database.
Your request will be reviewed and the account will be deleted within 10 working days. We will send a confirmation email of the account deletion to the email address used to send the deletion request.
ACCOUNT DELETION POLICY (Brandy Melville AU Mobile App)
You can delete your account by clicking on the "Delete Account" button that you find in your "My account" section of the mobile App.
