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Shipping & Returns

Covid-19

We value you! We're taking every precaution to keep our team and customers safe in light of COVID-19. We're following all government guidelines while still shipping the products you love. Due to the limited transportation availability of Royal Mail and Hermes, we are experiencing delays on shipments. 

Thank you for understanding and supporting our small business!


Shipping

FREE SHIPPING

  • UK - orders over £30 are eligible for Free Shipping*
  • EU - orders over £120 are eligible for Free Shipping*
  • Rest of the World - orders over £200 are eligible for Free Shipping*

* Eligibility is based on total order value - Grand total, i.e. value after any discounts.

UNITED KINGDOM

Service Price Delivery Time Trackable

UK Standard

£5

2-3 working days
(Mondays - Saturdays)

Tracked & Signed

UK Next Day Delivery

£9

Next Day, by 1pm
(Mondays - Fridays, no delivery on weekends)
*Applies to orders placed before 2pm

Tracked & Signed

  • All UK orders are sent by Royal Mail or Hermes UK.
  • Orders placed before 2pm will be dispatched on the same day.
  • Orders placed on weekends (Saturdays, Sundays) and UK public holidays will be dispatched on the following working day.
  • Tracking number emailed after dispatch. Can be viewed in your Melon & Starfish account.

Notice: 1 We deliver to the Scottish Highlands, Western Isles, Shetland Islands, Orkney Islands, Isle of White, the Isle of Man and Channel Islands, however, please allow an extended period of up five days for standard delivery. 2 Deliveries to the Channel Islands and Isle of Man may be subject to delays due to Customs checks.

INTERNATIONAL

Service Price Delivery Time Trackable

EU Signed Delivery

£15

5-7 working days

Tracked & Signed

Worldwide Signed Delivery

£25

5-10 working days

Tracked & Signed

  • We may use an alternative specialist courier service depending on the order value and destination.
  • Please contact us directly for specific destination and ad hoc services.

PLEASE NOTE:

Delivery times are indicative only. Delivery times are subject to the delays by the postal courier.  

Please double check your delivery address during checkout. Melon & Starfish assumes no responsibility for lost parcels due to incorrect delivery address submitted during checkout.

You may leave special instructions for delivery on the cart page. But please be aware that any items which are lost or missing due to instructions which comprise a secure delivery are of no responsibility of Melon & Starfish.

Any orders that have failed delivery attempts/refused deliveries, and are subsequently returned to us by the courier will not be eligible for shipping cost refund.

When ordering from outside the UK, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value added tax (VAT), or any similar customs-related fees. Customs policies vary by country and we cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.

In addition to customs fees, customers may also incur other charges from your country’s carrier, such as administration or brokerage fees. These are handling charges incurred due to customs processing and clearance of your shipment. Customers are required to pay the relevant courier service upon delivery of the shipment which we are not liable for. These are charges from your country’s imports procedures.


RETURNS

OUR POLICY

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

YOUR STATUTORY RIGHTS

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

RIGHT TO CANCEL

You have the right to cancel this contract within 14 days without giving reason.

However, you do not have the right to cancel if the product's seal has been broken or opened/used, for health protection and hygiene reasons.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the courier and indicated by you acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement, e.g. by selecting the appropriate option in your account or email hello@melonandstarfish.com.

RETURN ELIGIBILITY (please read before purchase)

Please ensure that the items you are returning are unopened and in any original packaging.

Unwanted goods need to be in pristine condition with any retail seals unbroken.

Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

* Products after use/opened, all of the aesthetic/cosmetic products may NOT be a reason for refund or return.

** Any allergic reactions may also NOT be a reason for refund or return, as people all have different skin types as there are differences among individuals.

If it's the first time you use the products, please make sure to perform a patch test.

Please be well-informed of this before purchasing.
If you make the purchase then you agree to these conditions.

All Sale items, Special Discount Offers and purchases made during Special Sales Events (including free shipping, pop-up, etc.) are final sale and are not eligible for return/refund. Please check the promotion details before purchasing.

We take care in the packing to ensure the products arrive securely and safely. In the extremely rare case of loss or damage, please contact us immediately via hello@melonandstarfish.com

HOW TO ARRANGE A RETURN?

  1. If you ordered via Guest checkout, please email us directly at hello@melonandstarfish.com or via Contact Us form with your order number, item(s) to return. Please clearly state the quantity and reason.
  2. If you registered an account with us, please log in to your account and create a return request using the 'Return Items?' link next to your order. Fill out the form with your reason and return action.
  3. We will contact you by email for returning eligibility. Further photo proof maybe required during processing of your return request.
  4. If authorised, a returns authority number (RMA code) will be issued and sent to you by email. Please send your return item(s) as instructed. Ensure your order number and RMA code are clearly marked on the package.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

Any item you have accepted and then returned is your responsibility until it reaches us. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

We will not refund postage costs to return items which are unwanted or no longer required.

Please note return shipping fees are responsibility of the purchaser and the original shipping fees paid at checkout are non-refundable. 

These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

REFUNDS

Within 10 working days of receiving your returned item(s), your refund will be processed after an inspection and a credit will be automatically applied to the original method of payment. Depending on your payment method, it may take several working days for the refund to show in your account. We are unable to make refunds to alternative accounts for security reason.

For registered customers, if you opted for store credit, the balance for the return items will applied to your account within 24 hours.

If you need any further assistance, feel free to contact us at hello@melonandstarfish.com

Thank you!

Updated : June 2020