FREE Worldwide shipping & RETURNS | +44 (0)203 030 4612 (Opens 9am-6pm UK time, Mon-Fri)

DELIVERY & RETURNS

DELIVERY

 

UK Orders: 

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 orders over £150

Europe                £7.5 (2-4 Business Days)

US                     £15 (3-5 Business Days)

China                 £15 (5-10 Business Days)

Rest of World     £15 (5-10 Business Days)

 

We are partnered with Global-e, who are a third-party service acting as your seller-on-record, allowing us to ship to destinations all around the world. After completing your Meli Melo purchase, you will notice that your payment method is charged by **Global-e// Meli Melo**, and your purchase is subject to Global-e's Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place your order).

For any enquiries regarding your order, you can contact Global-e at melimelo@global-e.com. You will receive a response within one working day.

All international orders will be fulfilled by DHL.

 

*Orders have to be placed before 3:30pm GMT and cannot exceed 10kg. Orders placed after 15:00 will be processed next day. Orders placed during weekend will be processed on the following Monday

**Due to regulations with customs in China, all orders with more than one item will have to be packaged and shipped as separate, individual items. 

***Orders won’t be dispatched during the weekend.

 

SALES AND DUTIES TAXES

Orders shipped outside of the European Union (EU) will be subject to custom taxes and duties. Ok

Please note that duty and sales taxes paid are not refundable by us. 

 

FREE 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 receipt of delivery in original condition, therefore sales items are not refundable.

UK Orders

Contact our customer services team at customercare@melimelo.com or call (0)203 030 4612 to receive your free return label.

Orders outside of 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).

 

All items must be returned in perfect condition 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 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.

 

REFUNDS

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 transited by UK bank,please allow 5-10 working days once we receive your product for meli melo to process your return, plus allow for a further 5 days for banks to clear funds on your account.

Refund will be paid in the same currency as purchased

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.

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 do not offer any exchange or refund on any Bespoke Bag orders. 

 

EXCHANGES

If you would like to exchange your product, 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. If the new item is at a lower value we will refund the difference via your original payment method.

Please note: We can only offer exchange on goods for sales items, where 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 you purchased if we define that the problem with the product has occurred not from ill-usage but with a fault either with production or with an element of the production and assembly process. Please email images of your product, including detailed images of the damaged area to customercare@melimelo.com. 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 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 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 customercare@melimelo.com ; for orders outside of UK please email melimelo@global-e.com.

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.

 

Packaging

Our handbags typically come in meli melo branded box. However, please note that currently all Rosalia, Allegra, and Santina and Ortensia (large) will be packaged in meli melo dust bag only,packaged inside a non branded brown delivery box.

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