Frequently Asked Questions
Do you deliver worldwide?
We deliver to many destinations across the globe. Please note that you may be subject to extra charges depending on Customs and Import regulations relating to your delivery address.
Next Working Day (DPD Courier - Tracked) - £8
2 – 5 working days (Royal Mail recorded - Tracked) - £5
5 – 7 working days (Royal Mail Economy - non-tracked) - £3
Europe/Rest of the World
Within 7 days (Royal Mail Airsure – Tracked) - £12
Up to 6 weeks – (Royal Mail Economy – non-tracked) - £5
When will my Mel by Melissa Shoes be posted?
All UK orders placed before 12:00 UK local time, Monday to Friday will be despatched that day, all other orders will be despatched the next working day.
However, during busy periods (i.e Bank Holidays, Christmas) they may be dispatched the Next Working day.
You will receive a shipping confirmation email to let you know that your order has been dispatched and is on it's way to you!
What size should I order?
Please refer to our size guide for assistance.
We generally recommend that if you are in anyway unsure to go up a size as our shoes are made to fit your foot snugly.
How can I pay?
We accept Visa, Mastercard, Solo, Maestro, Delta, Electron and also PayPal.
When will I pay?
Payment is taken once the order is placed. You will receive an order confirmation email to let you know your order has been successful, so ensure you enter the correct email address when placing your order.
If you are buying from outside the UK, your credit card will be debited in UK pounds and your credit card company will exchange it into your home currency at the time of the transaction.
Please note that prices shown in € and $ are indicative only and the actual amount you pay will depend on the exchange rate at the time of purchase and your credit card provider.
What about VAT?
Prices are shown inclusive of UK VAT at 20% where applicable. melshoes.com pay all VAT where due direct to UK customs.
For deliveries outside of the UK, you may be required to pay any applicable sales tax, or Customs import duty in your own country. We try our best to ensure that your order passes through Customs without any delays or further charges. However, Melshoes.com cannot be held responsible for any charges added, and any charges applied must be paid by the customer.
Why has my payment been declined?
For your own protection we take card security very seriously. Card payments can be declined for a variety of reasons. Usually the reason is the address / postcode / CV2 (three digit security code) number does not match correctly, so make sure you:
- Check your card is not out of date.
- Check all address and card date details are correct.
If the problem persists please contact your bank or card issuer.
Please note: Melshoes.com reserve the right to cancel orders if orders do not pass our security checks.
Why am I asked for additional bank security if I pay with my debit card?
All UK Banks require that online retailers use 3D secure with all debit cards - It is a bit of a pain but very good to protect your personal card security online. It will probably become mandatory with all credit cards in time.
Why haven't I received my order?
Your order will be sent out by Royal Mail First Class Post. Delivery should normally take 2-3 working days within the UK, however the post office will not investigate until 15working days. If your order has not arrived after this time, please contact us.
You will need to allow 2 - 3 weeks for international orders to be received
How do I cancel my order?
Please contact us by email before 12pm stating that you wish to cancel your order.
If your order has already been shipped, on receipt, please return it unopened to the return address below.
What is your returns policy?
All our products come with a 21 day money back guarantee. So you can shop with us with complete peace of mind. If there is any reason whatsoever that you are not totally satisfied with your purchase just email us to let us know then return it to us to the address below for a full NO QUIBBLE refund or exchange.
This does not affect your statutory rights.
What if my Mel by Melissa Shoes don't fit?
Please email us within 21 days to let us know if you would like a replacement or refund, then return them to the address below. We are sorry but we do not pay postage for returns.
What if my Mel by Melissa Shoes arrived damaged?
Please email us within 21 days to let us know, then return them to the address below so we can arrange replacements.
Rainmann Ltd, Unit C, 690 London Road, West Thurrock Essex RM20 3LD
Before returning anything it is important that you email us to let us know and avoid delay in processing your return. Always enclose your order number in the package and get a receipt of posting from the post office and keep it until you have received your replacement or refund.
Please note this is our warehouse address - If you wish to contact us for any reason please use the contact form as the warehouse staff can not help with customer service issues.
If you have any other queries please visit the Contact Us page.