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FAQs

Can't find what you are looking for? Please contact our customer service team directly at customerservice@melariche.com and we will get back to you shortly.

SHIPPING

How much is delivery?
Shipping costs are £2.99 for delivery within the UK,  £9.99 for deliveries to the EU, and £11.99 for deliveries to the US & Canada.

UK Delivery is FREE on all orders over £50.

As you proceed through checkout, you will be able to check the total order value, including shipping costs, before you complete the transaction.

How long will my order take to reach me?
Deliveries within the UK are sent through 'Royal Mail 2nd Class Signed For' and deliveries to the EU are sent via 'Royal Mail International Tracked & Signed'.

Delivery Method Shipping Times Processing Times Total Delivery Time
Royal Mail 2nd Class Signed For (UK) 2-3 working days 1-3 working days 3 – 6 working days
Royal Mail International Tracked & Signed (EU) 3-5 working days 1-3 working days  4 – 8 working days
Royal Mail International Tracked & Signed (USA & Canada) 5-7 working days 1-3 working days  6 – 10 working days

 

All deliveries from Melariche must be signed for by the receiver. Please make sure you supply a delivery address where someone will be present during the day.

How do I qualify for free delivery?

We offer free shipping to the UK on all orders over £50, as soon as you reach this threshold, any delivery costs will be deducted.

Which countries do you ship to?
We deliver our products to countries within the UK, EU, USA and Canada.

CHECKOUT

Which methods of payment do you accept?
We accept payment via MasterCard, Visa, American Express, and through PayPal. 

I haven’t received an order confirmation, was my order successful?
An email confirmation is automatically triggered upon order completion; however, there are a number of reasons why you haven’t received one.

You may have made a mistake when submitting your email address. Or the confirmation may have been blocked by your spam filter so check your Junk folder. There may have been a ‘time-out’ issue at checkout or a dropped internet connection, which prevented the order from being successfully triggered.

If you have an account, you can log in and check your order history to see if the order is listed. Otherwise, contact our customer service team who will be able to confirm the payment/order status.

ORDERS

Can I change or amend my order once it has been placed?
Sure! Before your purchases have been packed for dispatch, we can cancel or amend your order. Please email customerservice@melariche.com and we will respond as soon as we can.

My order hasn’t arrived.
If you have concerns regarding the whereabouts of your order, the first thing to do is consult our delivery guidelines (detailed above).

If the estimated arrival date, based on the above guidelines has elapsed, then depending on your chosen delivery method we advise the following course of action:

UK Delivery: Contact your local delivery/post office to see if they’re holding anything for you. If however, you’re still unable to locate your goods, please email customerservice@melariche.com making sure to clearly state your unique order reference.

International Delivery: Contact Customer Service to receive the tracking number of your parcel. If there’s a problem with delivery, it will be clearly stated on the Royal Mail website.

My order arrived damaged
We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.

Please send relevant images to customerservice@melariche.com so we can arrange prompt dispatch of a duplicate item if necessary. 

My order arrived incomplete
The Melariche team is incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than you were expecting, please make our customer service team aware of any issues as soon as possible; attaching photographs if relevant.

For missing items, we will arrange dispatch of the relevant product as quickly as we possibly can.

If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements. See our Returns Policy for more information.

RETURNS

What is your returns policy?
If for any reason you’re dissatisfied with your purchase, we will gladly offer a refund on all products returned to us within fourteen days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition.

Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

For all returns, please contact customerservice@melariche.com with your order number for instructions on how to send the product to us.

We will refund your product as quickly as possible by sending the money back to your original payment method.

See our Returns Policy for more information.

I’ve received the wrong product, how do I get the right one?
If we’ve mistakenly sent you something other than what you ordered, please contact our customer service team (customerservice@melariche.com) as soon as you receive your parcel, together with relevant photographs if possible.

I’ve suffered a reaction to a product, can I send it back?
If a product is defective, or you suffer an adverse reaction, please stop using the product immediately and contact our customer service team. Please be aware that in both instances we cannot accept responsibility and may refer you to the manufacturer, requesting that you deal with them directly. We will however, do our best to resolve any issues you may have as efficiently as we possibly can.