Returns & Exchange Policy

How do I return something to you?  

We want you to be happy with your Melissa purchase from us so you can return any item to us within 7 days of order receipt, including sale items. 

Before you decide to return, please refer to the below for the condition of return.

Item must be new in its original condition with price tag intact
Item is in its original packaging
Order is within 7 days of receipt
Invoice is available
Item is NOT a Final Markdown item.

What are my return options?  

We have 2 options available:

1.     Local courier pick-up

2.     Drop-off at logistics centre


How to return via a local courier pick-up?

STEP 1

Submit your return request through “My Orders” link that you can find in your Melissa online account.

Sign into your Melissa account here
Click "My Orders" on the left hand side panel 
Click Return/Exchange link on delivered order number
Click the item you want to return
Click reason for return
Click mode of return

STEP 2

Pack your items back into the original packing with the delivery slip clearly intact. If you are returning via another packaging, do ensure that the invoice is printed out and inserted into that packaging. 

STEP 3

Once the return request is submitted, AND when it is approved, our logistics partner will be in touch with you within 3 working days, to arrange for the item/s to be collected. Collection charge is S$8.00 for up to 3 pairs/items and an additional $1.00 for every subsequent pair/item and is payable in cash to the courier upon collection. 

It will take up to 7 working days upon receipt of the returned item/s for us to examine the return item/s to ensure that they meet the return condition before we can proceed with the refund. 

We reserve the right to reject any item that does not meet our return conditions and the rejected item will be sent back to you at your expense. 

STEP 4

Once the return is processed and approved, you will receive an email notification to inform you that your refund has been credited into your account. 

Refunds will only be issued in the form of Store Credits and the amount credited will be based on the value of the returned item on the invoice, net of shipping fees and promotion discount.

Store Credits are stored value linked to your account that can be used to repurchase your desired item at the correct size, colour or an entirely new style altogether. Store credits can only be utilised online at the moment. 

Store Credits are valid for six (6) months from the date of issue and are strictly non-refundable, non-extensible, and non-transferable. You may check your Store Credit account under My Wallet to review your balance at any time. 

How to return to Logistics Centre?

After submitting your return request via your Melissa account, you can also head down to our logistics centre to drop off your return. 

Address:
Melissa Returns Department
Kerry Logistics Center (Tampines) Pte Ltd
No. 19 Greenwich Drive 1st Floor, Office Tower
Singapore 534021

Operating Hours:
Mon – Fri (except public holidays)
10am to 12pm
2pm to 5pm

Please bring along your delivery note/invoice, else your return may be rejected. 

Alternatively, you can also post the shoes back to us via your own courier. Please ensure that the invoice number is clearly indicated in the return. 

Do note that we will not cover the shipping cost for your return. 


What if I'm an overseas customer? How do I return my item? 

STEP 1

Submit your return request through “My Orders” link that you can find in your Melissa online account.

Sign into your Melissa account here
Click "My Orders" on the left hand side panel 
Click Return/Exchange link on delivered order number
Click the item you want to return
Click reason for return
Click mode of return

STEP 2

Pack your items back into the original packing with the delivery slip clearly intact and mail the item/s back to us within 14 days once the return is accepted. If you are returning via another packaging, do ensure that the invoice is printed out and inserted into that packaging. 

Please mail the item/s to our logistics partner:

Address:
Melissa Returns Department
Kerry’s Logistics Centre (Tampines) Pte Ltd
No. 19 Greenwich Drive 1st Floor, Office Tower
Singapore 534021

STEP 3
Allow us up to 21 working days (excluding weekends and public holidays) for your parcel to reach our logistic partner. Once we receive it in its original condition, we will issue your refund in the form of Store Credits. You will receive an email notification to inform you that your refund has been credited into your Melissa account.

We reserve the right to reject any item that does not meet our return conditions and the rejected item will be sent back to you at your expense.

Can I exchange an item I bought online?

Currently, we are unable to accept returns or exchanges in-store until further notice. 
You will still be able to return your items via a courier pick up or warehouse drop-off and receive a refund in the form of store credits. 

We apologise for any inconvenience caused.

What if my item is faulty or incorrect?

Due to the nature of our Melflex® material and the production method of certain styles, some items will have irregular swirls, patterns and sometimes textures. However, these are not considered faulty and in fact, what makes Melissa shoes unique.

If however, your shoes are indeed received incorrectly or are faulty, we are truly embarrassed about it and we will do our best to make it up to you. 

Please email us with your invoice number along with photo images of the original shoe box with our price label, the faulty area with the whole shoe and the sole of the shoe. We will advise on the next course of action accordingly.