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UK Standard FREE (2-3 business days)
UK Express £10 (pre 10:30am on next business day, or pre-noon Saturday)
Orders outside of UK:
FREE worldwide shipping for all orders
US Free (3-4 Business Days)
China Free (3-4 Business Days)
Taiwan Free (3-4 Business Days)
Australia Free (4 Business Days)
Hong Kong Free (3 Business Days)
Japan Free (3 Business Days)
Canada Free (3 Business Days)
Euro zone Free (2-3 Business Days)
Rest of Europe Free (2-3 Business Days)
Rest of World Free (2-8 Business Days)
For any enquiries regarding your order, please contact by email: firstname.lastname@example.org.
70% of responses will be replied to within one working day
100% by the next working day.
All international orders will be fulfilled by DHL.
Orders in China will be fulfilled by Skynet.
Orders have to be placed before 5pm GMT and cannot exceed 10kg.
Orders placed after 5 will be processed next day.
Orders placed during weekend will be processed on the following Monday
Orders will not be dispatched during the weekend.
**Due to a new and improved service we have in China, all orders will now have taxes & duties baked into the price. As such, you can now order parcels up to 20,000 RMB and not need to split your orders.
***Orders won’t be dispatched during the weekend.
All orders shipped outside of the EU (with exception of USA and Canada) will be subject to Duties and Taxes, these can be seen at the checkout with Global E where you can opt to pay taxes.
USA, Canada, and China prices will include taxes and duties already in the price.
Please note that duty and sales taxes paid are not refundable by us.
FREE GLOBAL RETURNS
Should you wish to return an item, we are happy to offer an exchange or refund provided items are returned to meli melo within 30 days of receipt for full price goods.
Please Note: During Sales Period we only offer exchange on purchased items. Goods must be returned within 14 days of actual receipt of delivery in original condition. Sales items are not refundable.
Free Global Returns (Ex UK)
Access our Returns Portal to return any orders from outside of the UK. When you have completed the form you will be sent a pre-paid return label for you to affix to your parcel to send back.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
Free UK Returns
For UK Orders only, please contact our customer services team email@example.com or call (0)203 030 4612 (Monday to Saturday)
(Customer Care is Closed: Sunday and Tuesday) to receive your free return label.
All items must be returned in perfect condition, not used and with the original packaging. We are unable to offer an exchange or refund on items that are scratched, damaged or not in their original packaging. Customs & Excise charges for returning the product will not be covered by meli melo, any charges will be due to be payable by the customer if incurred by meli melo and will be subtracted from any refund due.
If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, meli melo will seek to recover from the customer all costs or any fees incurred by meli melo.
Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us.
Normally the return of the product to meli melo the process takes 1-2 weeks, but depending on the country’s customs officers, the meli melo product could be held by the boarder for up to a maximum of 10 weeks, meli melo is unable to offer a refund until the bag is safely returned to our logistics depot.
Please note we can only accept returns on bespoke products if they are faulty or were damaged upon arrival.
Shipping and handling charges paid on your original shipment are non-refundable, and these will be deducted from any monies returned to you in the event you return one of our products. We do not cover any additional bank charges charged by the local banks. The order is refunded by a UK bank, please allow 21 days for the refund to hit your account.
Refund will be paid in the same currency as purchased, any movements in Foreign Currency is not caused by meli melo. Meli Melo refunds the amount of the order in GBP Sterling, which is processed in GBP Sterling, any change or shortfall in the customers account may arise from a Foreign Exchange Gain or Loss at the time of the refund.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through meli melo. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
If you would like to exchange your product, or you have purchased your product in the sale and therefore you can not get a refund, please first return your item and we will then issue a credit note to the value of the item for you to place a new order after we have received the goods in our logistics depot. For non sale items, if the new item is at a lower value we will refund the difference via your original payment method.
Please note: We do not offer any exchange or refund on any Bespoke Bag orders.
Please note:We can only offer exchange on goods for sales items once received in our logistics warehouse and quality inspected by the team. Once inspected we will issue a credit note to the value of the item. If a customer exchanges a product and there is a difference in the final balance, we will also issue a credit note which can be redeemed on the next purchase.
FAULTY ITEMS AND REPAIRS
We offer a complimentary repair service for 6 months from the day of your order for faulty parts or faulty production. Please email images of your product, including detailed images of the damaged area to firstname.lastname@example.org. Shipping and customs charges for returning the product will not be covered by meli melo. General wear and tear will not be covered by this service and all complimentary repairs are at the discretion of meli melo. If there is a charge to be paid customercare will inform you of the charge to fix your bag before going ahead with the repair.
If you have had a product for more than 6 months that requires a repair please follow the same process. We will then assess the work that’s required and provide you with a quote and information on how to proceed.
Please note that we will require valid proof of purchase by your order number before we proceed with any repair.
CANCELLING YOUR ORDER
As a customer based in the EU, under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs) have the right to cancel your order with us, provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received you order.
You must notify meli melo in writing of your wish to cancel the contract for your entire order under the DSRs any time after your order has been placed, up until 7 working days from the day after you received you order.
For UK order, please email email@example.com ;
For orders outside of UK please email firstname.lastname@example.org.
*Please note that all items must be returned unused, in their original condition and from the country that the order was delivered to.
We will refund the full value of your order, within 30 days of receiving your notice of contract cancellation.
Please note the cancellation policy does not apply during Sales time. See our Return & Exchange terms and conditions on sales items above.