Returns & Exchange FAQ

Please note that items discounted at 50% OFF and above are final sale and will not qualify for returns or exchanges.


Can I return or exchange an order/ item?  

We want you to love your online purchases! 

Hence, if for any reason you are dissatisfied with what you have received, you may opt to return or exchange your item(s), subject to the terms of our returns and exchange policy.

What are the terms of your Returns and Exchange policy?

Before you proceed to request for a return or exchange, please note the following.


Returns

We accept returns of all regular-priced and sale items, subject to the following terms:

  • Item must be returned within 14 days of placing your order
  • Item must be new and in its original condition with price tag intact
  • Item must be returned in its original packaging
  • Item is not a final sale or final markdown item discounted at 50% OFF or more

Exchanges

We accept exchanges of all regular-priced and sale items, subject to the following terms:

  • Item must be exchanged within 14 days of placing your order
  • Item is not a final sale or final markdown item discounted at 50% OFF or more
  • Item you wish to exchange for, must be available at the point of exchange
  • Item you wish to exchange for, must be of equal or higher value as any difference in value will not be refunded

If you are still unsure of your item’s eligibility for return or exchange per the terms of our policy, feel free to drop us an email at info@melissa.com.sg 

Alternatively, read on for more details on how to proceed with your exchange or return.

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 are 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.

 

EXCHANGES

What are my exchange options?

You may exchange items purchased in store or online, subject to the terms of our policy listed above, at any of our physical Melissa stores here.

 

How do I exchange an item that I have purchased online at a physical store?

Simply head over to any Melissa store (except departmental stores) listed above or here, with the shoes in its original condition and your order confirmation email. Our stylist on duty will be delighted to assist you, as long as your item meets the terms of our returns and exchange policy listed above.


However, please note that we may not always have your desired style available to do a direct exchange. It is advisable for you to first check the availability of the item you wish to exchange for, before making your way down to the store. To do so, you may call the store via the respective phone numbers, or email us at info@melissa.com.sg with your order details and your desired item(s).


Kindly note that while we accept exchanges, exchanges are also subject to the following:

Item you wish to exchange for, must be available at the point of exchange
Item you wish to exchange for, must be of equal or higher value as any difference in value will not be refunded 


RETURNS

What are my return options?

Should you wish to return your item(s), subject to the terms of our policy listed above, you may opt for any of the following methods:

  • In-store return - Free, at any Melissa store:
    For store details like contact information and operating hours, please click here.
  • Courier pickup -  Subject to a $8 courier fee which will be deducted from your refundable amount


How do I return an item that I have purchased online at a physical store?

Simply head over to any Melissa store (except departmental stores) listed above or here, with the shoes in its original condition and your order confirmation email. Our stylist on duty will be delighted to assist you, as long as your item meets the terms of our returns and exchange policy listed above.

How do I return an item that I have purchased online via courier pickup?

To opt for a courier pickup, simply log in to your Melissa account here using the same email address used to place your order. Navigate to your dashboard by clicking on “My Account”, then click on “Returns” under “Orders and Shipping” on the left column to follow the steps. Kindly note that for returns via courier pickup, a $8 courier fee will be deducted from your refundable amount.

Do allow up to 10 working days (excluding weekends and public holidays) for your parcel to reach our logistics partner. An email notification will also be sent. Kindly note that we reserve the right to reject any item that does not meet the terms of our returns policy, and the rejected item(s) will be sent back to you at your expense. Please also note that any refund will only be processed after our warehouse partner has validated and verified the items.

 

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

For overseas orders, please email us at info@melissa.com.sg and a customer service representative will be in touch to assist you. Kindly note that the shipping costs incurred from returning parcels from overseas territories will be borne by you. Depending on the type of shipping method available in your territory, please allow your parcel some time to reach our logistics partner. An email notification will also be sent. Kindly note that we reserve the right to reject any item that does not meet the terms of our returns policy, and the rejected item(s) will be sent back to you at your expense.


How and when will my refund be processed?

Once we have received your returned item(s), we strive to initiate the refund process within the day. A cash refund, based on the value of the returned item(s) on the invoice, nett of shipping fees and promotion discounts (if any), will be credited back to your original mode of payment. However, please allow 7 - 14 business days for the refunded amount to be reflected in your account as it may take some time for the bank to process.

 

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