Returns & Exchange

How do I return something to you?  

We want you to love your purchases! Hence, if for any reason you are dissatisfied with what you have received, you may return the item(s) back to us within 7 days of receiving your order, including sale items. 

 

Before you decide to return your item(s), please refer to the following terms of our returns policy:

  • Item must be new and in its original condition with price tag intact
  • Item must be returned in its original packaging
  • Order is within 7 days of receipt Request to return the item must be submitted within 7 days of receiving the item
  • Item is NOT a Final Markdown item

What are my return options?   

To return your item(s), you will need to arrange a local courier pick-up. 

 

How to return via a local courier pick-up?

STEP 1

Submit your return request through “My Orders” under “My Account”

  • Sign in to your Melissa account here and click on “My Account”
  • Click on "My Orders"
  • Click “Return/Exchange” for the order you wish to return
  • Select the item(s) you want to return
  • Select the reason for return
  • Select the mode of return
STEP 2

Pack your item(s) back into its original packaging with the delivery slip clearly intact. If you are returning using another form packaging, please ensure that the invoice is printed out and inserted into that packaging. 

STEP 3

Once your return request is submitted AND approved, our logistics partner will be in touch with you within 3 working days, to arrange for the item(s) to be collected. Collection charge is S$8.00 for up to 3 item(s). An additional $1.00 will be charged for every subsequent item and payable in cash to the courier upon collection. 

Upon receipt of the returned item(s), we will process a cash refund within 7 working days We reserve the right to reject any item(s) that does not meet the terms of our returns policy, and the rejected item(s) will be sent back to you at your expense. 

STEP 4

Once your return is processed and approved, you will receive an email notification to inform you that we will proceed to process your cash refund.

Cash refunds will be credited back to your original mode of payment and the amount credited will be based on the value of the returned item(s) on the invoice, nett of shipping fees and promotion discounts, if any. Please allow 5 to 7 working days for the cash refund to be reflected in your account.

What if I'm an overseas customer? How do I return my item? 

 

STEP 1

Submit your return request through “My Orders” under “My Account”

  • Sign in to your Melissa account here and click on “My Account”
  • Click on "My Orders"
  • Click “Return/Exchange” for the order you wish to return
  • Select the item(s) you want to return
  • Select the reason for return
  • Select the mode of return

STEP 2

Once your return request is submitted AND approved, please pack your item(s) back into its original packaging with the delivery slip clearly intact. If you are returning using another form packaging, please ensure that the invoice is printed out and inserted into that packaging.

Please mail the item(s) to our logistics partner within 14 days:

Address:
Melissa Returns Department
Kerry’s Logistics Centre (Tampines) Pte Ltd
No. 19 Greenwich Drive 1st Floor, Office Tower
Singapore 534021
 
STEP 3
 
Allow us up to 21 working days (excluding weekends and public holidays) for your parcel to reach our logistics partner. Once we have received it in its original condition, we will issue you a cash refund which will be credited back to your orginal mode of payment. The amount credited will be based on the value of the returned item(s) on the invoice, nett of shipping fees and promotion discounts, if any. Please allow 5 to 7 working days for the cash refund to be reflected in your account. You will also receive an email notification.
 
 
We reserve the right to reject any item(s) that does not meet the terms of our returns policy, and the rejected item(s) will be sent back to you at your expense. 

Can I exchange an item I bought online?

Currently, we are unable to accept exchanges or returns in-store until further notice. 

You will still be able to return your items via a courier pick up. Cash refunds will be calculated based on the value of the returned item(s) on the invoice, nett of shipping fees and promotion discounts, if any, and credited back to your original mode of payment, 

We apologise for any inconvenience caused.
 

What if my item is faulty or incorrect? 

Due to the nature of our MELFLEX™ material and the production method of certain styles, some items will have irregular swirls, patterns and sometimes, textures. However, these are not considered faulty and is in fact, what makes Melissa shoes unique.  

If however, your shoes are indeed received incorrectly or are faulty, we will do our best to make it up to you!

Please email us with your invoice number along with photos of the original shoe box with our price label, the faulty area with the whole shoe and the sole of the shoe. We will advise on the next course of action accordingly.