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Frequently Asked Questions

Welcome to our Help Desk. Here you can clear your doubts and take advantage of our store.


Register

Payment method

Delivery

Password

How to buy

Orders

Cart

Change/Return

Costumer Service

What is the advantage of having a register at Melissa.com?

The advantage of being registered at ShopMelissa.com is the ease at the time of purchase - you don't need to enter all your data whenever you wish to make a new purchase - and will also receive exclusive offers via e-mail.

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Are my data safe?

Yes. All your personal info transmitted by your computer trought HTTPS to our servers are encrypted according to the most sophisticated and modern techniques.

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How do I register at ShopMelissa.com?

There are two ways to get registered: in the buying process, you will be asked to create a login and set a password, wich is linked to all your data (except financial). Alternatively, click on the link Register Now located at the top of the page and complete the form.

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How do I change my personal info?

To change your personal info click on My Account menu located at the top of the page. If you're not logged in yet you will be asked to before continue.

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What payment methods are accepted?

At this moment the payment can only be done by the following credit card brands:
* American Express
* Diners
* Master Card
* Visa

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How to pay with a Credit Card?

On the last step Payment Info, select your Credit Card's brand and fill in information such as name, number, security code and expiration date, which is printed on your card.
The security of this operation is guaranteed once the send data is encrypted in a safe server.

Validation and the authorization of the payment via credit card are done online and you receive a confirmation as soon we get the approval of your operator, what can be done in a few seconds. If we don't receive any response of your operator we wait for 12 hours to cancel your order. You will receive an email confirmation with the payment status of your purchase.

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How long does it take to receive my orders?

The delivery time can take from 1 to 3 weeks depending on the delivery address for your order. You can confirm the estimated time at the next step of your order process.

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Why my country is not listed on the splash page?

The country list is provided from Fedex database. If your country is not listed there it's not covered to delivery until now.
If you want to receive a notification when your country becomes available, feel free to contact us and you will be notified.

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Why do I need a password?

When you buy at Shopmelissa.com, you choose a password that will be the key to new purchases in the store. From your second visit to the website on, you have to use your password and username. This way, your shipment information will be configured for future purchases in our store, without needing to fill in information again.

Remember:take care of your password the same way you take care of your bank information. Your password should have no relation with other passwords you use in other services, so we recommend you create an exclusive password to access Shopmelissa.com.

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I forgot my password. How to proceed?

Don’t worry! You can ask to receive your username and password in your e-mail.
Access the option Forgot Password and inform your e-mail in the appropriated field.
The e-mail with this information will be immediately sent to the informed account.

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Which steps do I have to follow to buy?

1st: CHOOSING THE PRODUCT:

You can search for the product name, part of name with the search placed at the right top of page and click on a product of your search's result or you can click at any product you like anytime while navigating through the site;


2nd: PLACING THE PRODUCT IN YOUR CART:

Once you're at the product details page, choose your shoe size and click on Buy Now to place the product in your Cart.


3rd: IN THE CART:

Verify if the product and the amount are correct, changing this information if necessary.
So click on Proceed to Checkout to continue the process.


4TH: IDENTIFICATION:

If you are already subscribed to ShopMelissa.com, inform your e-mail, select I am already subscribed, type your password and click on CONTINUE.
If it's your first time in Shopmelissa.com, inform your e-mail, select the option This is my first purchase and click on CONTINUE to subscribe.


5th: CHECKOUT

In this step, you can confirm your order and shipment address. Bellow you will choose the your card's brand and fill your credit card information.
Click on Proceed to Checkout.

7th: ORDER CONFIRMATION:

Great! Your order has been placed and
you will receive by e-mail a confirmation with all about your order. Attention: the shipment running time will begin after the confirmation of the order payment.

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Can I change my order after confirmation?

If you wish to change your order after confirmation, it is necessary to contact us to verify your case. If your request has already been sent to delivery, you can't change it, if it is in process, we can provide the change. For such verification, please contact us as soon as possible by phone +55 48 3284 2949 or e-mail contact@shopmelissa.com.

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How can I track my order?

You receive the track number of your purchase with instructions of how to use until 24 after shipment. If you have placed an order and didn't received your tracking number, please contact us.

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How can I know if my order has been realized?

When making your purchase, the system sends an automatic e-mail (to the one you've informed in your register) confirming your order and showing details of it. This e-mail is the certainty that our system on the Internet has received your order. The request is then forwarded, starting the separation process for shipment. In addition, you can always check the condition of your order through the button My Orders at the top of the page.

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How can I know what’s already in my cart?

You can see the amount and the price of the products at any time during the purchase process, clicking on your cart at the top of page. You can also check the shipment price for your purchase.




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How can I cancel the purchase of chosen products or change the already selected amount?

To change the products or their amount in your cart, you have to click on your cart and change the desired name of items. If you want to exclude a product, click on X placed at the right of each product.

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Guarantee on Product Exchange

Product Defect EXCHANGE POLICY
Exchanges can only be done when a fault on the production or the quality of the materials is proven. In this case, the product can be exchanged in the store where it has been purchased within 30 days from the purchasing date. To make the process easier, please present the product receipt inside its original package. Once it’s a fashion product, new collections are being launched periodically. This way, the exchange for a identical product can not be guaranteed. Grendene is not responsible for damages due to natural wastage, bad use or conservation or by accident. For more information, get in contact with Grendene’s costumer service.

EXCHANGE

Exchanges can only be done within 30 days after purchasing in Shopmelissa.com.

Procedure

Send the product to SHOP MELISSA – ADDRESS: RUA DIÁCONO NEMÉSIO COELHO, 301 – PONTA DAS CANAS – FLORIANÓPOLIS/SC – BRAZIL, together with a copy of the receipt, the original package and the price charged for the shipment back. The shipping costs are paid by the client. Please contact us before shipping to check if we have the product available by phone +55 48 3284 2949 or e-mail contact@shopmelissa.com.

Procedure for exchanging products that were sent erroneously

Send the product to SHOP MELISSA – ADDRESS: RUA DIÁCONO NEMÉSIO COELHO, 301 – PONTA DAS CANAS – FLORIANÓPOLIS/SC – BRAZIL, together with a copy of the receipt, the original package and the price charged for the shipping back. The shipping costs are paid by ShopMelissa.com.
Please contact us before shipping to check if we have the product available by phone +55 48 3284 2949 or e-mail contact@shopmelissa.com.

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How to proceed to exchange a product?

Exchanges can only be done within 30 days after purchasing in Shopmelissa.com.
Send the product to SHOP MELISSA – ADDRESS: RUA DIÁCONO NEMÉSIO COELHO, 301 – PONTA DAS CANAS – FLORIANÓPOLIS/SC – BRAZIL, together with a copy of the receipt, the original package and the price charged for the shipment back. The shipping costs are paid by the client. Please contact us before shipping to check if we have the product available by phone +55 48 3284 2949 or e-mail contact@shopmelissa.com.

Procedure for exchanging products that were sent erroneously
Send the product to SHOP MELISSA – ADDRESS: RUA DIÁCONO NEMÉSIO COELHO, 301 – PONTA DAS CANAS – FLORIANÓPOLIS/SC – BRAZIL, together with a copy of the receipt, the original package and the price charged for the shipment back. The shipping costs are paid by ShopMelissa.com.
Please contact us before shipping to check if we have the product available by phone +55 48 3284 2949 or e-mail contact@shopmelissa.com.

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What is the Costumer Service for?

The Costumer Service is a help desk service on Grendene’s products and it’s available for its clients. You can clear all your doubts, get additional information of products, services, tips and others. To get in contact with us write to sac@grendene.com.br.

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How can I contact Shopmelissa.com?

You can contact Melissa by clicking on Contact in the up part of this page, where you’ll find some specific subjects and forms that are specifically addressed to the people in charge of them. If you prefer, contact us by phone on the number +55 48 3284 1793 or directly by e-mail contact@shopmelissa.com.

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