Return Policy
Not completely satisfied with your jewellery after all? That can always happen. You therefore also have the right to cancel the purchase agreement, without giving any reason, within 14 days. The cancellation period begins from the moment your order is delivered.
After cancellation, you have 14 days to return your product. You will then be credited the full order amount, including shipping costs (applicable when you return your entire order). Only the return shipping costs are at your own expense. If you exercise your right of cancellation, the product must be returned to the trader with all supplied accessories – and where reasonably possible – in its original condition and packaging. We will then refund the due order amount within 14 days of registering your return, provided that the product has already been received back in good condition.
Please note: When manually creating a return label, select delivery to our return address. Unfortunately, we cannot collect returns delivered to a service point, and they will automatically be returned to the sender after a few days.
How do I return an order?
1. Register your return
Register your return via our digital returns portal. Enter your order number and the email address you used to place the order. Then select the items you wish to return and choose the reason for your return.
Are you returning multiple orders together? Register each order separately in the returns portal and make sure it is clear which items belong to which order number.
2. Pack your return
Pack the items carefully, preferably in the original packaging. Make sure that old shipping labels or barcodes are no longer visible. If possible, include the original packing slip so that we can process your return quicker.
3. Ship your return
After registering your return, you will receive further instructions via the returns portal. If you choose to return your order via a parcel service, the return costs are at your own expense. Always keep your proof of postage until your return has been fully processed by us.
Returns are shipped at your own risk. We therefore recommend packing your parcel securely and sending it with track & trace.
4. Refund
As soon as we have received and processed your return in good condition, we will refund the purchase amount via the payment method you used.
Are you returning the entire order? You will also receive a refund of the standard shipping costs for your original order, if applicable. The costs of returning the order are at your own expense.
We process returns as quickly as possible. You will receive the amount due no later than 14 days after registering your return, provided that we have received the items back in good condition.
Conditions for returns
You can return items when they are:
- unworn and undamaged;
- complete with all supplied accessories;
- returned in their original condition and packaging where reasonably possible.
Items that are worn, damaged or incomplete may not be eligible for a full refund.
Do I also have to return my gift?
Did you receive a gift with your order and are you returning your order, either in whole or in part? If your total order amount is less than the required amount for the relevant promotion, the gift must also be returned. If you do not return the gift, the full product value of the gift will be deducted from your refund.
Would you like to exchange an item?
Would you like to exchange your item for something else? You can do so as follows:
Return the incorrect item by following the steps above. As soon as we have received your return, we will get to work for you. After processing your return, the amount for the returned products will be credited to your account within one business day. You can then place a new order yourself for the desired item.
Did you receive the wrong or a defective item?
Did you receive the wrong or a defective item? Please contact our customer service first before returning the item. We will be happy to help you find the best solution.
Need help?
You can contact our customer service at hello@melano-jewelry.com or +31 (0)85 744 17 17.