Refund policy

AUSTRALIAN & INTERNATIONAL CUSTOMERS

Prior to purchasing online, please take into account that return shipping costs are the responsibility of the customer, except in cases where items are confirmed to be faulty by our team. We encourage all customers to carefully read our policies before completing a purchase.

Due to current restrictions, return costs for international customers are higher than average. Please take this into account prior to purchasing online. 

To refund or receive store credit, please follow this link to process your request.

PLEASE NOTE: We do NOT provide return labels and original shipping charges are NON-refundable. Once your return has been processed through this link you will be given our warehouse address to ship the return.

Strictly no dropping off returns to our warehouse. All returns must be completed through our online returns portal.  Unauthorised orders that are sent back or dropped off at our warehouse will not be accepted for a refund. 

If you need further assistance get in touch with the MÉLANI TEAM via our email INFO@MELANITHELABEL.COM for return instructions. 

We accept returns with proof of purchase on items within 14 days from the date of delivery. Items returned outside this period will not be accepted.

Please Note: For hygiene purposes Mélani underwear, bodysuits and swimwear are non-refundable. 

For items to be accepted upon return, they must meet the following refund guidelines:

  1. Must not be a sale item
  2. Must be in original condition
  3. Must have all tags intact
  4. Must be returned in original packaging including the zip bag
  5. Must not be damaged from being worn, or show signs of wear
  6. Must not be washed or altered
  7. Must be free of washing powder, body odour, perfumes and deodorant  
  8. Must be free of make-up stains, tan marks, glitter and pet hair.
  9. Any item(s) that do not meet the above conditions will not be eligible for return and will be recycled. If you would like the item(s) sent back to you, return shipping costs will be at the customer’s expense.

 

RETURN PROCESSING TIME

Once your return has been received at our warehouse, please allow up to 7 business days for your refund or credit note to be processed. Please also allow up to an additional 5 business days for the funds to appear in your account, depending on your payment method.

 

FAULTY ITEMS

MÉLANI prides itself on the quality of every garment. Each piece undergoes careful quality control before being dispatched. In the unlikely event that you receive a faulty item, please contact us via email within 48 hours of receiving your parcel, including clear images of the fault. Failure to notify us within this timeframe will result in the item not being eligible for return.

CUSTOMS IMPORT DUTY & TAXES (INTERNATIONAL ORDERS)

International orders may be subject to customs duties, taxes, and import fees upon arrival in the destination country. These charges are determined by local customs authorities and are the responsibility of the customer.

Please note, we do not collect or control these charges and cannot predict if or when they may apply.

If duties and taxes are not paid, or a shipment is unclaimed, the courier may attempt redelivery. If unsuccessful, the parcel may be abandoned or disposed of in the destination country. In such cases, we are unable to offer compensation or refunds.

If a parcel is returned to us, any return shipping fees incurred will be deducted from the customer’s refund. Please note: Original shipping is NON-refundable. 

If you have any further questions regarding international shipping, please be sure to get in touch via email: INFO@MELANITHELABEL.COM

ORDER CANCELATIONS 

Both in-stock and pre-order items cannot be cancelled once your order has been placed. For pre-order items, cancellations are not possible after 24 hours of purchase as production and allocation begin shortly after this timeframe. For in-stock items, orders are processed quickly and cannot be cancelled once confirmed. We kindly ask that you ensure all order details are correct before completing your purchase.