Refunds and Exchanges
Refunds & Exchanges
At Meli & Ro, we understand that sometimes a product is not quite right and you may wish to have a refund or exchange.
We ask that you request your Returns Authorization number within 14 days of receiving your order by emailing firstname.lastname@example.org.
You have 7 further days to return an item(s).
Please quote your order number which you will find on your order confirmation email and your full name. Please explain the reason why you want to send your item(s) back. If an item is faulty, please provide full details.
All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable.
How to return your package
You as the customer are responsible for the payment of postage/shipping for returns. Meli & Ro will not pay the postage of any unwanted items unless they are faulty.
Should you receive a faulty item we will arrange repayment of shipping once goods have been received.
Please read the these instructions on how to return an item;
- You will find a compliments slip in your package.
- Please use this slip to note down your Returns Authorisation number (that will receive by emailing us) and include the slip inside the package with your return. Please include all packaging you received the item with (tissue paper, waterproof packet).
- Please post back to the following address:
FAO: Meli & Ro
Please send your return using a secure and trackable method, for example Royal Mail Recorded delivery. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to refund you for the item.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.
A RA number should be requested within fourteen days of receiving your order. You should then return your item(s) within 7 days of receiving this number.
For returns received outside of this timeframe store credit will be issued in the form of a gift card.
If you would like to exchange for another product, we will issue you with a gift card for the value of the item(s) returned and you can place a new order.
Receiving a refund
Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items if applicable).
Customs duties and taxes are non refundable outside of the EU. However, you may be able to claim these back by contacting your local customs bureau.
Goods are classified as faulty if they are received damaged. Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 14 days of receiving your order if your item has been delivered in a faulty state. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received and if we have no replacement stock, you will receive a full refund.
If you do receive a faulty item, we will arrange a pick up of this item free of charge and arrange for a replacement to be sent or a refund to be processed. If the pick up is agreed and you, the customer are not at the premises when the courier arrives, you will be charged a £10 unavailability charge as well as the price of the pick up: £16. Any future pick up's will be at the customer's cost.
Please read our full terms and conditions in full before making a purchase with Meli & Ro.