FAQ
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We respond to messages and emails in the order they are received and respond quickly. We usually respond within 24 hours of receiving a message or email.
CAN I CHANGE MY DELIVERY ADDRESS AFTER I PLACE MY ORDER?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it is only sometimes possible to process address changes. If you notice an error, please email us as soon as possible with your name and order number so we can correct your package before it is shipped.
There is no guarantee that we will make it, especially once it leaves our warehouse, but we are doing everything we can!
HOW LONG DOES THE PROCESSING TIME TAKE?
The processing time for your order is one working day from the day you placed your order.
Most packages are prepared within 24 hours, but if our warehouse is exceptionally overloaded, the processing time can be up to 3 working days after your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships all orders Monday to Friday (excluding holidays). Once you place your order, your package will be processed within 1-3 working days and delivery time is 3-7 working days.
WILL MY ORDER BE SHIPPED IN ONE PACKAGE?
Depending on the size of your order, you may receive multiple packages that arrive 1-2 business days apart.
SOLD OUT/REPLACED ITEMS:
If one of your items is out of stock, we will email you to let you know when we expect to ship the items. If the items are not expected to be back in stock within two weeks, we will automatically refund your purchase price.
ADDRESSES:
If you notice an error, please email us as soon as possible with your name and order number so we can try to locate your package before it is shipped.
There is no guarantee that we can change the address, especially once the package leaves our warehouse, but we will do everything we can!
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We're sorry that your shipment didn't arrive in perfect condition! Please contact us with your name and order number so we can assist you.
HOW CAN I TRACK MY ORDER?
Go to the Track my order link on the home page or main menu and enter your tracking number to see where your package is. If you need further assistance, we are always here to help.
WHY IS MY TRACKING NUMBER NOT WORKING?
Sometimes tracking numbers only work for domestic orders. If your tracking number is not working, please let us know so we can verify that your items were shipped correctly.
WHAT CAN I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
If an item you purchased is missing or damaged, please contact us immediately to resolve the issue.
We have a money back guarantee valid for 30 days from receiving your order, so make sure you contact us within this period. You can reach us via the ' Contact ' tab or by email at support@melamaru.com
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
This depends on where your order is being shipped to and how close it is to our warehouse. Our order cut-off time is 17:00 (GMT+01:00). Orders are processed within 1-3 working days. Delivery time is 3-7 working days (Monday to Friday). Delivery information can be found in the confirmation email.
IN WHAT CONDITION MUST THE PRODUCTS BE RETURNED?
All products must be returned in the same condition in which they were received (in the original packaging and unused).
WHO PAYS THE SHIPPING COSTS?
We will cover the shipping costs for defective products. However, for all other returns (including complaints), you will have to pay the actual shipping costs.
If you have any questions, you can always contact us via our contact page: https://melamaru.com/contact-us .