FAQs

Yes, it is possible to place an order without creating an account. By checking out as a new customer, you can place your order without entering a password. The data you enter will not be stored in our customer database.

Once you have placed an order, it is unfortunately no longer possible to change items or address details or cancel the order. It is therefore important to check your order and details carefully before completing the final steps of the ordering process. As soon as we receive an order, we will start processing and preparing the items for shipment as soon as possible.

Made a mistake in your address? Change your home delivery to a delivery to a parcel point nearby after receiving the track and trace.

Ordered the wrong article or size? You can of course return your order after you have received it. Do not forget to register your return!

You will automatically receive an order confirmation by e-mail. If you have not received an order confirmation, please check your spam folder or junk folder.

Still haven’t received an order confirmation after 24 hours? Please contact our customer service team.

In busy times, it may happen that your order remains pending a little longer than expected. Naturally, we find that very annoying! Our warehouse aims to dispatch your order as soon as possible. Unfortunately, it can also happen that your order is delayed because the item turns out to be faulty or damaged. In this case, we will usually inform you within 48 hours. Is the delay longer than 48 hours and have you not received a message from us? Please contact us by e-mail info@meli-ta.com.

If you have received an incorrect item, we are sorry to hear that!

You can return the item with return reason ‘wrong item received’. Please use this form to let us know that you have received an incorrect item, along with a photo of the item received. We will help you with a suitable solution as soon as possible.

We find it very annoying that you have received a damaged article, this is of course not our intention! Of course we try to prevent this by carrying out a quality check prior to dispatch. If you have received a broken, damaged or discoloured article, please contact us via this form. We will respond as quickly as possible with a suitable solution.

At Melita, you always pay safely and securely. As soon as you select a payment method, you are automatically redirected to the secure payment environment of the chosen provider.

iDEAL
With iDEAL you pay simply and safely via the secure environment of your own bank. This service is offered via MultiSafepay. Suitable for customers of a.o: ABN AMRO, ASN Bank, ING, Rabobank, SNS, Triodos, RegioBank, and more.

PayPal
With iDEAL you pay simply and safely via the secure environment of your own bank. This service is offered via MultiSafepay. Suitable for customers of a.o: ABN AMRO, ASN Bank, ING, Rabobank, SNS, Triodos, RegioBank, and more.

Buy Now, Pay Later – Klarna
Pay afterwards with Klarna. You order your favourite items first and pay later via Klarna. Want to return? Simply pause your payment via the Klarna app or website.Not paying or paying late can affect your credit rating
Klarna is not always available, depending on terms of use
More info? Contact Klarna customer service.

Bancontact
Do you live in Belgium? Then you can pay safely with Bancontact via MultiSafepay, if you bank with Belfius, ING Belgium, KBC, AXA, and more.

Giropay
For customers in Germany who bank with Sparkassen, Volksbanken or Postbank, among others. Payments via Giropay are processed immediately.

Payconiq
Simply link your bank account to the Payconiq app and pay quickly and securely with your smartphone. Scan the QR code, confirm and done!

SOFORT Banking – easy payment via online banking
Paying via SOFORT is fast and secure in 3 steps: choose your bank, log in and confirm your payment. Payment is processed in real time.

Apple Pay
Pay at lightning speed with your iPhone, iPad, MacBook or Apple Watch. No hassle with data entry – via Touch ID or Face ID your order is completed instantly.

Unfortunately, you may receive an error message during checkout. How do you know if your payment was successful?
Check your account
Check whether the amount has been debited from your account:
No debit? Then the payment was probably not successful and you can feel free to place the order again.
Your account has been debited, but no confirmation has been received?
In that case, wait a maximum of 24 hours and also check your junk/spam folder.
Have you still not received an order confirmation after 24 hours?
If so, please contact our customer service team so we can check whether your order was received correctly.

Customer service contact form.

Once your order has been dispatched, you will receive a shipping confirmation e-mail with a link to track your package.
As soon as the local carrier has scanned your parcel, you will receive delivery updates.

We offer worldwide shipping. Orders over €200 qualify for free shipping. You can check the shipping cost by following the link to our Shipping Costs. 

We offer worldwide shipping.

Once your order has been shipped, you will receive an e-mail with a track & trace link so you can track your order. This e-mail may sometimes end up in your spam mail, so don’t forget to check there too. Didn’t receive the e-mail? Please contact our customer service, so we can check if the correct details have come through and still send the tracking information.

Your parcel may have been delayed by the carrier. Therefore, always check the track & trace to follow your parcel.
Has the status of your track & trace not been updated for 5 working days? Then contact our customer service immediately. Make sure you always have the order number at hand so we can easily check it with you.

Please note: If you only contact us later than 15 working days after dispatch, we will unfortunately no longer be able to open an enquiry for you.

Does your tracking indicate that the parcel has been delivered, but you have not received it?

In this case, we always advise you to first check with flatmates and neighbours to see if they have received the parcel.
Is this not the case? Contact us within 4 working days after the indicated delivery date so that we can open an enquiry with the carrier to trace your parcel.
If you contact us later than this deadline, we will unfortunately no longer be able to open an enquiry with the carrier and will consider the order delivered.

My order is not complete, what now?
If an item is missing from your order, please contact our customer service team. Please have your order number and the name of the missing item handy so we can find a suitable solution as quickly as possible.

Have you received your parcel damaged or already opened? We advise you to refuse the parcel or unpack it in the presence of the carrier. If the parcel has already been accepted by housemates or neighbours, we advise you to take photos of the damage immediately and send them via our form. It is important that you contact our customer service within 2 working days after delivery. We recommend calling in addition to the form so that we can deal with your complaint immediately.

At Melita, we strive to provide our customers with high-quality products. However, if you receive a defective or incorrect item, we will cover the cost of the return shipping. In such cases, please contact us immediately, and we will arrange for a free return.

For all other return requests, the cost of return shipping will be the responsibility of the customer. Please refer to the price list of your chosen courier service for the return shipping fees.

Return Process:

Fill out the form to notify us of your return request.

If the item is defective or incorrect, we will send you a prepaid return label.

For other returns, you will be required to cover the shipping cost using your preferred courier service.

We appreciate your understanding and are here to assist you with any questions you may have.

Thank you for shopping with Melita!

Is your item still not quite what you were looking for? No worries! You can easily return it, provided the item meets the conditions below:

Return period: your return must be notified and sent to us within 14 days of receipt.
Condition of the article: articles must be in their original, undamaged condition. Fitting is allowed, using is not.
Hygiene products: (corrective) underwear and swimwear may only be tried on over your own underwear.
Packaging: return the item in its original packaging, including labels, tags, shoeboxes and barcodes.
Notification: always notify your return in advance via our website.
Free gifts/give-aways: must be returned with your return if you return the corresponding item.
Unfortunately, we cannot process use-damaged or incomplete returns.

Please note: are these conditions not met? Then a handling fee of € 5 may be charged and our customer service will contact you about the next steps.

Is your order not quite what you expected after all? No problem! If the item meets the return conditions, you can return it within 14 days of receipt.

REPORT RETURNS WITH AN ACCOUNT
Log in to your account and report the return.
Add the return slip to the return parcel.
Take the parcel to a Post office.

REGISTER RETURNS WITHOUT ACCOUNT
Click [here] to register your return without an account.
Enter your order number and the e-mail address you used to place the order.
Follow the steps on screen and receive a return barcode by e-mail.

Important to know

Processing your return can take up to 10 working days after we receive your package.
No confirmation after 12 working days? If so, please contact us.
Always keep the shipping receipt until your return has been fully processed.

Once your return parcel has been delivered to our warehouse in Schiedam (the Netherlands), it can take up to 10 working days for your return to be processed.
We check each item carefully before returning it to stock.
Once your return has been approved, we will send you a confirmation e-mail with information about the refund.

Paid with Klarna?
Register your return via the Klarna app or website. Your payment will then be temporarily paused until your return is processed.

Do you have a discount code? Nice! You can easily apply it during checkout:

Go to your shopping bag

Click on “Add discount code” below the order overview

Enter your code and click the checkmark to apply the discount

Once the code is accepted, the discount will be automatically deducted from the total amount.

Important to know:

Discount codes are not valid on gift cards, deals or sale items

Only one discount code can be used per order

Discount cannot be applied at a later date

Is an item already discounted? Save your discount code for your next order

Is your code not working? Check the corresponding conditions communicated with the promotion

Still have questions? If so, feel free to contact our customer service team.