You’ve got questions and we’ve got answers. If there’s something we haven’t covered, or if you’d like to talk to a real person, we’d love to hear from you. Email us at email@example.com and we’ll get back to you within 48 hrs, M-F.
- Orders are processed Monday to Friday, excluding holidays
- Orders typically ship 1-2 business days after being placed
- Shipping is free for orders over $100, otherwise shipping rate is calculated at checkout
- Orders are expected to arrive within 3-5 days from being shipped
If you would like to receive your Mela sooner, you can opt for expedited shipping at checkout. Expedited orders are expected to arrive within 2-3 days after being shipped.
Where is my order?
Once your order has shipped, you will receive an email confirmation with a tracking number. Please note that it may take 24 hours for tracking updates to appear.
Mela is proud to offer worldwide shipping! Pricing and options will be provided at checkout.
Will I be charged international duties and/or taxes?
Customs duties and fees are the responsibility of the recipient. Mela does not have any control over these fees and we cannot advise as to what the cost will be, as they vary by country. The customer will be responsible for all duties, taxes and customs fees upon delivery. Mela is not responsible for shipping if you refuse your package from customs.
Return Policy and Process
We will gladly accept returns on all items (except for Final Sale Items) within 14 days from time of delivery. All items must be unused, with the original packaging (including boxes and dustbags) and with tags still attached.
Any item marked final sale on our website is not eligible for return, exchange or store credit. Returns must be postmarked within 14 days of the date your item was delivered and should be sent prepaid. You will be responsible for the return shipping charge.
Please ensure the item(s) sent back are through a traceable and/or insurable method as Mela is not responsible for any returned packages not received.
Please allow up to 2 weeks for the processing of your exchange from the date we receive your package.
How to Return an Item
You may initiate your return by contacting us at firstname.lastname@example.org.
- If you are not completely satisfied with your purchase, you can return it to MELA within 14 days of product delivery. If you are returning a product that has arrived damaged or in unfit condition, please email us photos of the product at email@example.com.
- Print your shipping label at home or take it to the courier of your choice.
- Pack up your return. Please ship all items back as they were shipped to you. All handbags must be securely placed within its original cloth dust bag and include all accessories. Please pack your return in protective packaging for shipment. Include the packing slip and any gift that was
included with purchased item(s). Please keep in mind you will be responsible for the return shipping charge.
- Ship your return back to us. Drop off your package at a courier location near you. Once it ships, use the tracking number in your confirmation email to track its progress. Send us the confirmation email at firstname.lastname@example.org so we can keep track of your return as well.
- Please allow up to 2 weeks for the processing of your return from the date we receive your package.
At this time we are unable to provide return labels for international returns. For International return requests, please email us at email@example.com with your order number and reason for return. We will email you with a return authorization number which must be included in your return shipment. Please send your pre-paid and insured package with your courrier of choice to the address we will provide in the confirmation e-mail. To make the return faster and smoother, please email your tracking number to us at firstname.lastname@example.org so we can keep track of your return. Please be aware that original shipping costs and duties and taxes are non–refundable.
Rules and restrictions
Mela reserves the right to refuse any return on merchandise that does not meet our return requirements. If your return is not accepted, it will be sent back to you at your own expense and a refund will not be issued.
Please note, for international orders, you are responsible to pay the customs/duty of your country. If your package gets returned to Mela due to shipment refusal (failure to pay duties or any other reason), you will be responsible for any additional shipping costs to send it back to you.
Please note that refunds cannot be issued until the product has been returned to Mela and inspected.