FAQ

 

 

 

1. MY ORDER

  1. Has my order been delivered?

    As soon as your order is delivered you will receive an email with all the details. If you do not receive your order in the scheduled time, please contact us to solve the situation. Alternatively you can track your order. See how in the next point.

  2. Can I track my order?

    Yes. You will receive an email with all the details of your order (order number, date of expedition) so you can track it on your Account Details Session. Click here to track your order.

  3. Can I change or cancel my order?

    Yes, but only before the delivery of the order. Please contact our customer service to cancel your order.

  4. There is a problem with my order!

    If you notice that we made a mistake with your order, please do not remove the product from its original packaging or try the product at all. Please promptly contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. so that we can resolve the mistake by arranging to collect such product from you and deliver the correct product to you as quickly as possible.

 

2. PRODUCTS

  1. What is the "Favourite List"?

    The Favourite List is a personal tool which enables each member to save the products which he/she would like to have. Your Favourite List can be shared with the ones you like and it is very useful when:

    a) We want to offer someone a gift which we know that they really like

    b) We want to "save" the products to purchase later (Notice that the product is only saved in the "favourite list". Only when you make the order is the product booked).

  2. Do you have a size chart?

    Yes. Our main intention is to sell products that fit you well. Please see our size guide on the Product Details page.

 

3. DELIVERY INFORMATION

  1. Melissa South Africa only delivers products within the Republic of South Africa.
  2. What is the delivery time?

    Your order will be delivered within 3-5 business days .

  3. How is the delivery made?

    Melissa South Africa has partnered with CourierIt , who fulfill our requirements for a secure and excellent service. The parcels will be delivered by CourierIt anywhere you specify, whether it is at home, workplace, etc.

  4. Can I collect my shoes instead of waiting for delivery?

    You can also opt to pick-up your products at our facilities. You just have to show up at our warehouse with a printed copy of your order and an ID. We are at:

    Pima Group - Procurement Solutions
    Unit A3
    Growthpoint Industrial Estate
    1 Bell Street
    1614- Meadowdale - Edenvale
    Johanesburg South Africa

  5. How much is the delivery of an order?

    Temporarily, deliveries for all purchases are Free

  6. What happens if I am out when the order is delivered?

    If our courier cannot deliver your order, they will try again the following day or they will contact you to schedule a new delivery date. Note: When you are placing your order you can select a different address so that it can be delivered to anywhere you specify, as for example to your workplace, etc.

  7. Do you deliver to PO boxes?

    Unfortunately we do not deliver to PO boxes

 

4. PAYMENT

  1. Payment options

    We use a secure gateway service, provided by PayGate, to process all payments. When you confirm your order, you will find several payment options through PayGate:

    a) VISA

    b) Master Card

    c) EFT

    All prices include VAT (if applicable) at the local rate.

  2. Is it safe to order online?

    Melissa South Africa uses one of the safest online purchase software tools and is committed to improve it and to assure the best conditions to its users.

    Please check our Privacy Policy.

 

5. Product Returns

  1. Can I return a product?

    Yes, if you are not fully satisfied with your order. You have 7 days to return your purchase after after having received the product.

  2. How can I return a product?

    You may return or exchange your purchase within 7 days from receipt with no reason. The shipping costs will be paid by Melissa South Africa in case it is a return or first exchange. In further exchanges the costs will be paid by the customer (except for manufacturing defects).

    a) Place your item, if it was not worn, in the original package with the label, the price tag and the invoice.

    b) Sign in the Customer area (insert your login, password and validate), select "Order", click on your invoice number and then on the item(s) you want to return or exchange. After that, go to "RETURNS" and fill in the form with all the information.

    c) You must mention a date and confirm the address to collect your parcel.

    d) The transporter will make all the efforts to collect your parcel on the date and address given by you.

    e) After receiving your return, we will process it in 7 working days, except in special seasons (Christmas, promotions, sales or if the item is currently out of stock.)

    f) In case of refunding, refunds will be given in the same form of payment as the original purchase. Refunds will be sent only to the card/bank account used in the purchase.

  3. Did you receive my returned products?

    We will notify you by email once we have received and processed the returned product(s). If you do not have any feedback within 10 days after sending your return, please contact our "Customer Support Area".

  4. When will I receive my replaced product?

    We will make a technical analysis of the returned product. Thereafter, we will process the replacement of the product within 5 business-days and we will send you an email informing about the sending of a new product.

  5. Why did you refund me instead of replacing the article(s)?

    When it is not possible to replace the product because it is out of stock we will refund you.

  6. When will I be refunded?

    After a technical evaluation of the returned product, you will be refunded within 15 days.

  7. How can I be refunded?

    You can decide to be refunded by a Melissa South Africa discount coupon or by the original method you used to pay your order.

    a) Discount Coupon
    If you choose a discount coupon, you will receive an e-mail with a code to use and discount it with your next order. That code must be inserted in the area "COUPON", in the shopping cart page and it will be discounted to the final amount of your order.

    b) -Original payment method
    Credit card: the refund will be sent to the credit card and can be checked in the next account statement.
    EFT: the refund will be sent to the same account you have used in the original transfer and can be checked in the account statement.

     

 

6. MY ACCOUNT

  1. Do I need to have a customer account on the website?

    Yes. If you want to use all the functions of Melissa South Africa website, we advise you to register. As a registered customer you can shop online, receive newsletters, promotions, special offers, etc.
    You can create your customer account now or, if you prefer, you can start choosing your Melissa products and create your account when you finish your order.

  2. What is the Melissa South Africa newsletter? How can I subscribe it?

    A newsletter is a periodic email you can receive in your email address with promotions, new products or special offers. The best way to subscribe to Melissa newsletter is to create a customer account. Being a Melissa member does not compel you to buy but when you intend to do it, the process will be easier and faster. In alternative, you can subscribe the newsletter by just clicking on the Newsletter icon on the website.

  3. Information about my account

    As soon as you register you can see you customer account anytime you want. Here you can have access to all your personal data, all the orders you have made and other definitions.

 

7. CONTACT MELISSA SOUTH AFRICA

  1. Can I contact you by telephone?

    For faster turn-around time contact us via This email address is being protected from spambots. You need JavaScript enabled to view it. .

    In order to provide our customers a better service, we assumed that the electronic contact can be more efficient than the telephone. We will make all the efforts to answer back your email as soon as possible and thus avoid the phone call waiting lists.