DELIVERY & RETURNS
Complimentary Worldwide delivery for Orders over >£300
Delivery Timings & Costs:
£5.50 basket under £300
£19 basket under £300
£35 basket under £300
Free when you spend £300 (Order before 1pm- Next Day)
All £45 basket under £300
Free when you spend £300 (2-4 Business Days)
Rest of World
£45 basked under £300
Free when you spend £300 (2-4 Business Days)
All international orders will be fulfilled by reputable couriers: UPS/ DHL
All of our global shipments are 100% Carbon Neutral, through our participation of the UPS Carbon Neutral Contract that we are signatories to.
We ship with UPS Express Saver, the fasted global tracked courier service.
UPS Express Saver:
- Delivery UK by 12.00 noon the next day
- Next business day virtually all Europe
- End of second business day in the US and Canada.
- Delivery during the day within 2 to 3 business days to Asia
UPS Express Saver is sometimes referred to as UPS Saver.
SALES AND DUTIES TAXES
All orders shipped within the EU will be liable for Customs, Excise, Duties and Import Tax at the border. The customer is liable for these charges, in the event the customer declines the goods at the border, any charges will be deducted from any refund given. Duties and Taxes are NOT included in the retail price you see published on the website outside of the EU.
Rest of the World Ex UK and Ex EU:
All orders shipped outside of the EU will be subject to Import Duties and Taxes. Duties and Taxes are NOT included in the retail price you see published on the website outside of the EU.
Please note that duty and sales taxes paid for shipping outside of the EU are not refundable by us when returning your item.
Full Priced Items: Should you wish to return an item, we are happy to offer an exchange or refund provided we are contacted within 14 days from receipt of the items and we receive the item back within the next 14 days, so a total of 28 days from receipt the item must be returned and received by us.
If you fail to contact us within 14 days from receipt, then a return will not be authorised. We will check the date you received the goods using tracked courier. Receipt is based on this evidence.
Meli Melo offers Free Global Returns for Full Priced Items
For Sale or Discount Code Items: The Customer is responsible to organise and pay for the return to Meli Melo. A international reputable courier firm must be used to show the item has been signed for. Meli Melo can not be held responsible for lost packages, where proof of return delivery can not be shown to the registered office address.
For items purchased on Sale or Discount Code, we charge for returns as follows:
Rest of World: £35
Please contact our customer services team firstname.lastname@example.org to have a return label issued for full priced items only, pls allow 24 hrs for replies. (Customer Care is closed on weekends, emails will be picked up Monday). Please organise a reputable courier for discount purchased items and ensure the item is signed for so we can prove receipt.
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 when the customer changes their mind and declines to accept the product at customs will not be covered by meli melo, any charges will be subtracted when calculating the refunding due on the return.
Please note that if you are outside the EU and 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 takes 1-2 weeks, but depending on the country’s customs officers, the meli melo product could be held by the border for up to a maximum of 10 weeks although this is rare, meli melo is unable to offer a refund until the bag is safely returned to our logistics depot.
Please note we do not accept returns or refunds on bespoke products.
You are entitled for a full refund, minus any shipping charges for sale items purchased, see above, once we receive the item back in our stock. It is worth checking with customer service when you get the goods back in stock, to ensure your refund is processed promptly.
Once the refund is processed our side, it is then up to the international banking system to return your money, please allow time for this, it can take 5-15 days for all the banks to clear your funds back to you, depending where you are in the world.
If the return sum differs slightly, we are not able to refund the additional bank charges charged by the local banks for international bank transactions, or for international currency movements, this is beyond our control. Do ask for a screen shot, we will always be happy to evidence we have returned 100% of your funds.
Customs duties and sales taxes paid by the customer in the event of a return are non-refundable. 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, please first return your item and we will 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.
We believe in the long-lasting quality and value of our bags which is why we guarantee them for one year to ensure full confidence in your purchase.
We offer a 12 month product warranty covering only manufacturing repairs, this excludes any damage to metals. We can also quote to repair damaged bags outside of the warranty. Simply email images of your product, including detailed images of the damaged area to email@example.com. We will then assess the work that’s required and provide you with a quote and information on how to proceed. Shipping and customs charges for returning the product will be covered by the customer.
CANCELLING YOUR ORDER
As a customer based in the EU, under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs) you 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 your 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 your order.
meli melo reserves the right to cancel your order at any point prior to the moment of dispatch from our UK Warehouse. In this unlikely event we will offer you an immediate and full refund.