This Returns & Refunds Policy applies to online purchases only.
Please click here to download the Return Form. Complete all required information and courier or postal the form together with the returned item(s), using a traceable shipping method, to any of our MELANI shops.
Items must be returned in their original condition. All original packaging materials, accessories and applicable tags must be included for the item to be eligible for a refund.
Return Conditions
The following conditions must be met:
- Return window: A return must be requested within 14 days of the delivery date.
- Original condition: The item must be in its original condition and must not have been used, altered, washed, marked or damaged.
- Original packaging: The item must be returned with all applicable original packaging intact. This may include the shoe box, dust bag(s), brand tag(s), warranty card and authenticity card. Packaging must not be altered, damaged or removed.
- Sets and multi-item packs: Items purchased as part of a set or multi-item pack must be returned as a complete set.
- Hygiene-related products: Intimates, undergarments, face masks and beauty products must remain unopened and in their original sealed packaging. These products cannot be returned once opened.
- Sale items: Sale or non-refundable items are not eligible for a return or refund.
- Shipping fees: Original shipping fees are non-refundable.
Each item is eligible for one return request only.
Exchanges
MELANI does not offer direct exchanges.
If you would like a different size, colour or item, please return the original item in accordance with our Returns Policy and place a new order for your preferred item.
The returned item will be refunded at the original purchase price once it has passed our quality inspection. The new order will be charged at the selling price applicable when the new order is placed.
Product availability cannot be guaranteed while your return is being processed.
Receiving a Refund
Once the returned merchandise has been received, quality-checked and approved, MELANI will issue the refund to the original payment method. A confirmation email will be sent once the refund has been processed.
Please allow up to 14 business days for MELANI to inspect the returned merchandise and process the refund. Your financial institution may require additional time to complete the transaction and update your account statement.
If the returned merchandise does not meet the conditions stated in this policy or does not pass our quality inspection, MELANI reserves the right to refuse the refund. The merchandise will be retained while we contact you regarding its collection or return. Any additional delivery costs will be the customer's responsibility.
Returning Items by Courier
Customers are responsible for return shipping costs and may use a courier of their choice.
MELANI is not responsible for parcels that are lost or damaged during return shipping. We recommend using a traceable delivery service and retaining the tracking information and proof of postage.
International Returns
International customers are responsible for arranging their returns through a local postal service or courier and covering all associated return shipping costs.
Customs duties, import taxes, and related charges paid to government authorities are not refundable by us. You may contact the relevant authority to determine whether a refund is available.
We strongly recommend using a traceable delivery service and retaining the tracking information and proof of postage. MELANI is not responsible for international return parcels that are lost or damaged in transit.
In-Person Drop-off
Online returns and refunds cannot be processed immediately at our retail shop.
However, customers in Hong Kong may drop off eligible items at any MELANI stores. A completed Return Form must be included with the item(s).
The item(s) will be collected and inspected by our online team. Please allow up to 14 business days from the shop drop-off date for the return to be checked and processed. A confirmation email will be sent after the return has been approved and the refund has been issued.
Please retain the shop-issued drop-off receipt until your return has been completed.
Effective date: 1 Oct 2026
