Customer Care and FAQs

Where is my Something Special order?
How does the Something Special program work?
Has my order shipped?
How can I track my order?
How do I return an item?
Are there any items that are final sale?
Can I change or cancel my order?
How do I use my store credit?
Sample Sale

Store Hours

Our flagship location is located at 71 Franklin Street, Brooklyn, NY, and our store phone number is (718) 389-3809.  

Our store hours and customer service hours are Wednesday - Sunday from 11am ET - 6pm ET.

We are closed on Mondays and Tuesdays and on Federal Holidays.

Something Special

Something Special is our subscription service for new, small batches of made-to-order items, each a bit different than the next. By signing up, you will automatically receive something special delivered to you after the 15th of each month. You will be charged on the same day of your sign-up day, each month. For example, if you subscribe on January 2nd, each month, you will be charged on the 2nd for your subscription. You can sign up here. As each item is made special for each of our subscribers, subscription items are final sale.

All subscribers that sign up BEFORE the 15th of the month will receive the gift for the month they subscribed for.  Subscribers that sign up ON or AFTER the 15th of the month will receive the gift for the subsequent month they signed up on.

e.g.  if you subscribe on January 10th, you will receive the January gift.  If you subscribe on January 15th you will receive the February gift.   The 14th is the cut off for each month's gift to ensure we can fulfill each subscribers gift and that we are able to provide our artisans with what they need in advance.

You will need to have an account in order to manage your subscription. If you need to create an account, you can click on Account at the top right or bottom right of our website using the same email address that you used to place your order. 

You can manage your subscription and account information here on the subscription management page. You can also update your address, credit card information, and pause or cancel your subscription on the subscription management page

Once you have created an account, you can also navigate to the subscription management page by logging into your account and clicking on “Manage Subscription” on the top left of your account page.


Something Special Shipping

Our artisans work hard to ensure every item is created to delight our community. Due to the handcrafted nature of our Something Special items, your monthly delivery may take a little longer to get to you. We sincerely appreciate your patience.  We aim to have each months gift to be shipped by the end of each month.  Please notify us if your delivery is more than 3 weeks late by emailing community@brothervellies.com

Please note, all international Something Special orders are shipped via USPS. If you live outside the U.S., our shipment of products to you may be subject to customs duties, export or import taxes or other charges which are separate from the shipping charges and are your responsibility upon delivery.


Order Processing

When you submit an order, we will make all diligent efforts to get your items to you in a timely manner. Please note, once your order ships, no changes can be made to the shipping address.

Processing time for standard orders may vary and take up to 5 business days. Express orders are processed the same day, if received by 12PM EST, Monday - Friday. Orders placed after 12PM EST will begin processing the following business day.  Orders placed on the weekend will begin processing the following Wednesday as we are closed on Monday and Tuesday.  These processing times may be extended due to holidays.

Orders may be canceled only within 24 hours of original purchase.


Shipping

For the limited edition Dove Beauty Retreat products, items in stock will ship standard ground shipping. Please allow up to 4 business days for processing. Once shipped, you will receive your tracking number via email. The Dove Beauty Retreat products are sold as a set, are final sale, and cannot be returned or exchanged.

Processing time for standard orders may vary and take up to 3 business days, then orders can be shipped. Our shipping is based on business days, excluding holidays. We offer priority shipping on all US orders, including Hawaii and Alaska and free shipping on all US orders over $200. Items in stock will ship within 2 to 3 business days from our New York store, and items for pre-order will ship within the date range indicated on their product page. Once shipped, you will receive your shipping confirmation and tracking number via email. You can also check shipping status from your account page. Delivery times vary by distance and carrier, but when shipping within the United States, expect a delivery time of about 2 to 6 business days. These shipping windows may be extended due to holidays.

Brother Vellies does ship internationally and advises opting for DHL for international delivery when checking out. Customs and import duties may be applied to international orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of the order and vary from country to country. Contact your local customs office for details.

Brother Vellies is not responsible for any items that are lost in transit or stolen upon delivery.  Please contact the respective shipping provider on any claims of lost or stolen packages.

For a list of holidays observed by shipping carriers in 2022, please see below:

  • Dec 31 - New Year’s Day
  • January 17 - Martin Luther King, Jr. Day
  • February 21 - President's Day
  • May 30 - Memorial Day
  • June 20 - Juneteenth National Independence Day
  • July 4 - Independence Day
  • September 5 - Labor Day
  • October 10 - Indigenous Peoples Day (Columbus Day)
  • November 11 - Veterans Day 
  • November 24 and 25 - Thanksgiving Day
  • December 26 - Christmas Day

International Orders

If you live outside the U.S., our shipment of products to you may be subject to customs duties, export or import taxes or other charges which are separate from the shipping charges and are your responsibility upon delivery. Please check your local customs authority’s website for more information. We unfortunately have no control over the import/export fees each country establishes on footwear and accessories items. If you refuse the duties payment, the product will be shipped back to us. 


Order Tracking

Order tracking information can be found when you sign into your account, on the order status page. If you checked out as a guest, your tracking number can be found in your shipping confirmation email. Please double-check your spam folder for shipping and delivery confirmation emails.


Custom Orders

All custom orders and preorders are final sale and can not be returned or exchanged.


Sample Sale

Our Annual Sample Sale is here! This is the place to find one-off, unique samples, production seconds at special prices, and exclusive small runs of limited edition styles. All sample sale items are final sale and can not be returned or exchanged.

Please read these Terms & Conditions carefully:

1. All sales are final. Unfortunately, we cannot accept any refunds or exchanges for sample sale items. Price adjustments will not be made.

2. Items may vary from product images. Some items will have been worn by models for photoshoots and some may be faulty/second pieces. Some pieces may have faults that are not that visible. Items may not be in their original boxes or packaging. Please remember, you are buying samples, seconds, and/or one-of-a-kind archives and they may not be exactly like full-priced production or perfect. We've priced the items to reflect this.

3. We cannot offer express delivery on sample sale orders. Due to the volume of orders placed over the sample sale our delivery times will be a little longer. Please allow up to two weeks for your items to be shipped.

4. It may be possible that the item you have purchased is out of stock (due to the fast paced purchasing - in the past it has been possible for two people to check out with the exact same item in their basket at exactly the same time). This is rare, but it may happen. If for any reason an item is out of stock, we will get in touch with you as soon as possible to offer an alternative or issue a refund. All orders are not fully confirmed, until packed up and shipped by our team.

5. We will be updating our sample sale throughout the sale period, so do keep checking back!


Return Policy

In the event you are not completely elated with your items, please notify us as soon as possible. 

Please note, we do not offer refunds.

Custom Orders, Pre-Orders, Something Special Orders, and Sample Sale orders are Final Sale and not eligible for refund or return.

Any unworn, undamaged items will be happily accepted for exchange within 7 business days of delivery.

In order to be eligible for an exchange, merchandise must not be worn, altered or damaged and must have all original packaging.

For your convenience, we will email you a free return label (US customers only). 

Processing time for returns may vary and take up to 7 business days from receipt of the return.


How to Exchange Merchandise

For your convenience, we will email you a free return label (US customers only). Please affix the label to your package, take the package to the nearest drop off location and retain a copy of the tracking number for your records. Should you choose to use another trackable shipping method at your own expense, we recommend that you retain a copy of the tracking number for your records. Please note we cannot be held accountable for packages that are lost in transit. Once received, exchanges may take up to 10 business days to be processed.

Send Exchanges To:

Brother Vellies
Attn: Exchange
71 Franklin Street
Brooklyn, New York 11222

After your exchange has been received and processed, we will send you a discount code that you can use to place a new order. You will need to enter the code during checkout in order to apply the store credit. 

Gift Exchanges

We are happy to allow you to make gift exchanges if the original order was made through our retail store or online at brothervellies.com. Email us at info@brothervellies.com for assistance.