Frequently Asked Questions
How long will it take to receive my order?
You can find our shipping policy and delivery timelines here.
Can I edit or cancel my order?
We try to fulfill orders very quickly so, once an order has been placed, it is very unlikely that we can edit or cancel the order.
If you’re getting cold feet, hang on until you can give them a try. We think you’ll love them and if you don’t, you can always send them back for free within 30 days of purchase.
Do you charge upon order placement or order shipment?
Currently, we charge upon order placement. This includes items marked as pre-order or with a future shipping date.
What if an item is missing from my order or was shipped incorrectly?
If an item is missing from your delivery, please contact our Customer Care team within 5 business days of receipt of your package.
Should inquiries be made after 5 business days, order corrections will be made at the discretion of our Customer Care team.
We are not responsible for items lost in transit. Please contact the shipping carrier or your freight forwarder with your tracking number.
What do I do if I receive a damaged or defective item?
If you receive an item that is defective or damaged, you must notify our Customer Care team within 5 business days of receiving the merchandise. Please keep the original box and packaging materials. We will email you a return label for sending back the merchandise. A replacement item will be sent, if available, upon receipt of photos showing the damaged item.
Returns & Exchanges
Do you accept returns?
We do! You can find our return policy here.
Can I return or exchange an online purchase to a Melissa store?
Unfortunately, all online purchases must be returned using our online returns portal.
Can I return or exchange an in-store purchase online?
At this time, we can only accept returns or exchanges for items purchased from shopmelissa.com. Any returns or exchanges for items purchased in store must be taken back to the store from which it was purchased.
When can I expect my refund?
Returns are typically processed within 14 business days upon receipt at our warehouse. If 14 business days have passed and you have not received an email notification regarding your refund, please reach out to our Customer Care team.
Once your return has been processed, it can take up to 5 business days for your bank to reflect your refund.
Can I return for store credit?
Returns can be processed for a refund or an exchange. At this time, we are unable to process a return for store credit.
Can I return items from multiple orders in one package?
Unfortunately, no. You will need to submit a return request for each order and return them separately. Each return request will generate its own shipping label.
Please ensure the items in each returned package match the order number on the shipping label.
Will you refund my shipping fee when an order is returned?
No, original shipping fees are non-refundable unless you received an incorrect order or it arrived damaged. If either of these are true, please reach out to our Customer Care team prior to submitting your return request.