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Shipping & Returns

Shipping

  • We're committed to provide the best service while keeping things simple and transparent.
  • All products are usually dispatched within 24 hours if in stock.
  • All orders are tracked (excludes 'Free Shipping' promotional events, and Masks & Patches categories).
  • Your order will be assigned a tracking number and it can be tracked via the Royal Mail website at www.royalmail.com. You will be emailed a confirmation that your order has shipped along with the tracking number. You can also log into your account to view the tracking number.                    

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.
** Please note: From 20/11/2019, We no longer offer free shipping on sheet-mask-only (including acne/spot patches) orders.

New Offer: SHEET MASK MULTI-BUY*
- 10% off when you buy 3 sheet masks
- 15% off when you buy 5 sheet masks
- 20% off when you buy 10 sheet masks
*includes acne/spot patches
**offer not valid during site-wide sale events

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 4pm

Tracked & Signed

  • All UK orders are sent by Royal Mail.
  • Orders placed before 4pm 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

4-6 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

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 for health protection and hygiene reasons has been broken or opened/used.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier 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 a letter sent by post).

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.

Please be well-informed of this before any of your purchase. 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

We regret that we cannot reimburse postage costs, for all items returned to us. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please, therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

STEPS FOR 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. *We recommend using a delivery service that offers package tracking and basic insurance coverage.

REFUNDS

Within 10 business days of us receiving your returned item(s), your refund will be processed after an inspection and a credit will be automatically applied to your credit card / Paypal or original method of payment. Depending on your credit card company, it may take an additional 3-7 business days for the refund credit to post to your account. We are unable to make refunds to alternative accounts etc for security safety.

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

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

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