Frequently Asked Questions
ABOUT OUR STORES
Where can I buy meli melo?
Shop at our official online store www.melimelo.com and we will send your order directly to your home or office. In 2020, we moved to a direct to consumer brand to take back control of our brand globally and stop the department stores selling our luxury bags in large volumes, at a discount.
What payment methods do you accept?
We accept over +5 different payment card options, simply select your country of choice and watch the number of international payment providers please you at the check out.
Is it safe to shop at meli melo?
Do you offer discounts?
As an authentic luxury brand, meli melo does not offer any discount on products. We do offer a 10% sign up code, which is valid only once per customer, on your first order. Occasionally we may offer promotions that run for a limited time only such as free shipping. Sign up to our newsletter to be the first to know about these exclusive offers!
How does the monogramming service work?
We offer a monogramming service on a selection of our leather handbags. Click on the ‘BESPOKE’ tab on this Thela page for example, where you can fill in the form with your choice of text, colour and position. You can choose up to 20 characters depending on the size of your product. Add the product to your shopping bag (your monogramming will be added at the same time) and then checkout as normal. After you have completed your order, our customer service team will be in touch within 24 hours to confirm the next step. See examples of our monogramming HERE!
Please allow up to two working weeks to receive your bespoke bag. Normally we can get this done in 3-5 days.
We cannot accept any return or refund for monogrammed products.
Do you sell gift cards?
Can I cancel my order?
Yes, you have the right to cancel your order with us, providing it has not yet left our warehouse and you give written notice within 24 hours of placing the order. If your order has already been dispatched, you can follow our returns policy HERE.
If you wish to cancel your order, you must notify meli melo in writing by emailing firstname.lastname@example.org. We will refund the full value of your order within if you notify us within 14 days from receipt of the product and we receive the product back within 28 days from when you received it. If your order has already left our warehouse by the time your cancellation request is received, your refund may be less the original shipping charge.
The cancellation policy does not apply during sale periods. See our Sales Exchange terms and conditions HERE.
I need to amend my order, how do I make changes once my order has already been placed?
Once an order has been placed on our website we cannot make any changes (for example to the delivery address or delivery service) so please ensure you have checked this carefully before placing your order.
How long will my order take to be shipped?
For customers within the UK, we offer Express Delivery which is +1 business day.
We ship worldwide and it takes 3-5 business days. For more information, please read our delivery page HERE.
Do I have to pay customs and income charges?
Orders shipped outside of the European Union (EU) are subject to custom taxes and duties. This cost is the receiver’s responsibility and is payable on delivery of goods. Most countries have a personal import allowance but each one is different; please check your country’s import costs and regulations carefully before placing your order.
We ship via UPS Express Saver, and we are shipping globally with Net Zero Emissions as a paying contractor to the UPS Carbon Neutral programme, means all our shipments have zero CO2 emissions.
UPS Express Saver:
- Delivery UK by 12.00 noon the next day
- Next business day virtually all Europe (European customer orders are now subject to customs, excise and import duties.)
- 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.
REFUNDING AND EXCHANGES
What is your returns policy?
Should you wish to return an item, we are happy to offer an exchange or refund on full priced non-monogrammed goods, providing items are returned to our warehouse within 28 days of receipt and that we have been notified within 14 days from when you received it.
All items purchased in the sale or with any discount must be organised by the buyer and returned by the buyer using a reputable tracked and signed for courier firm.
All items must be returned in perfect condition, unused, in the original packaging with the order paperwork. We are unable to offer an exchange or refund on items that are monogrammed, damaged, used or not in their original packaging.
Before sending anything back to us, please read our full returns policy and instructions HERE.
Where do I send my return to?
For our free returns service, simply email email@example.com to request return of your order, confirming your order number, product(s) for return and reason(s) why. We will then work with the couriers available to us to create a return label for you, that we will ask you to print and affix to the outside of the packaging. In the same email, we will also provide you with the instructions needed to book a collection with the courier at a time that suits you.
Should you prefer to arrange your own return to our warehouse, be sure to obtain the correct return address from firstname.lastname@example.org first. You should use a reliable courier and a traceable delivery service, and be sure to obtain a receipt in case the product doesn’t arrive back to us within the time expected. Please email the return tracking number to email@example.com so that we can monitor the return to our warehouse. We regret that we cannot offer refunds to customers for return costs, should the meli melo courier not be followed.
Before sending anything back to us, please read our full returns policy and instructions HERE.
When will I receive my refund?
We will refund the full value of your order, less the original shipping charge as well as additional bank charges charged by the local banks, we trigger the refund as soon as we receive the bag back with us the same business or next business day, however some international Asian banks can take up to 21 business days to get your funds back to you once we have done our part, this is the banks and not our doing. We move quickly and fairly to get you your money back within 24 hours of receipt of the returned bag.
FAULTY ITEMS AND REPAIRS
Do you offer a repair service?
We offer a complimentary repair service up to 12 months from the day you made your purchase, providing the fault occurred from an element of the production and assembly process, and not from ill-usage. Repair requests received more than 12 months after the date of purchase will be accepted at the discretion of meli melo but will be chargeable.
Import charges for repaired items sent back to customers outside the EU may be applicable, although we will declare on all paperwork where possible the information required to clear the shipment tax free. meli melo cannot be held liable for any customs charges incurred as a result, as these are not calculated by us and are out of our control.
For a repair consultation, please email images of your product and the affected part(s) to firstname.lastname@example.org along with your order number/proof of purchase.
Our return, exchange and repair policies only apply to purchases made through our official website or in our official London store. For purchases made elsewhere, please contact the stockist directly.
What can I do if my item arrives faulty?
As a luxury leather goods brand, we ensure that all our products go through strict quality control checks before being shipped from our factories to our warehouses. However, if you feel you have received a faulty item please email email@example.com with your order number, the details of the product purchased and detailed photos of the fault in question. We will then assess the damage or fault and advise on the next step to proceed.
OTHER GENERAL FAQS
How do I look after my product?
We go to great lengths to ensure our handbags and accessories are created using the finest leathers and manufacturing processes. We recommend our customers use specialist Collonil care products to protect and enhance the quality of the refined leathers.
To prolong the enjoyment of your meli melo handbag, we recommend that you don’t leave it exposed to natural sunlight, damp places, humid temperatures or water. When you’re not carrying your meli melo product, store it in the 100% cotton dustbag and box provided.
Where are your products made?
All our products are handmade in Florence, Italy using only the finest quality Italian Leather and Italian Metal materials.
How do I know my product is an authentic meli melo item?
Upon receiving your order from meli melo, you will also receive a Card of Authentication stating the date that your product was produced in Italy. A few more things to look for:
- Your meli melo bag will also have the meli melo logo embossed
- The hardware (clips and buckles) on your bag will always have the meli melo logo engraved into the metal
If you feel you have not received an authentic meli melo product from one of our stockists, please email us at firstname.lastname@example.org with details of when and where you purchased your product and attach detailed photos.
I have lost my dustbag, can I get a replacement?
We do not sell replacement dustbags. Please look after the original dustbag that comes with your purchase.
I lost the detachable strap from my bag, can I buy a new one?
We don’t sell straps separately so please look after your original strap. We can offer repairs on existing straps, but we do not hold stock of these parts and therefore cannot replace them.