Shipping Policy
At Melas, we aim to prepare and deliver your beauty favourites safely, securely and as quickly as possible. Orders are usually dispatched within 24 to 48 working hours of being placed. Our working hours are Monday to Friday, 8:00 AM to 5:00 PM UK time, excluding weekends and UK bank holidays.
Delivery Options
We deliver to addresses throughout the United Kingdom, including England, Scotland, Wales, Northern Ireland, the Scottish Highlands, the Isle of Man, the Isle of Wight and the Channel Islands.
Delivery times may be longer for Northern Ireland, the Scottish Highlands, offshore islands and other remote locations.
Standard Tracked Delivery - £3.99
Standard delivery is FREE when you spend £55 or more after discounts have been applied.
Orders are normally delivered within 2 to 4 working days after dispatch.
Deliveries to Northern Ireland, the Scottish Highlands, offshore islands and remote locations may take longer.
Next Working Day Delivery - £5.5
Next working day delivery is FREE when you spend £150 or more after discounts have been applied.
To qualify for next working day delivery, orders must be placed before 1pm Monday to Thursday.
Orders placed:
- After 1 pm will be processed on the following working day
- After 1 pm on Thursday may be delivered the following Monday
- On Friday, Saturday or Sunday, will be processed from Monday
- On a bank holiday, it will be processed on the next working day
Next working day delivery may not be available to Northern Ireland, the Scottish Highlands, offshore islands, remote postcodes or certain UK territories. Where the service is unavailable, your order will be sent using the fastest available tracked delivery service.
Returns Policy
We hope you love everything in your Melas order. However, if you need to return an item or report an issue, we are here to help.
This Returns Policy applies to orders placed through melasbeauty.com and delivered within the United Kingdom.
Return eligibility
You may notify us that you wish to return an unwanted product within 14 calendar days of receiving your order.
Once you have notified us, you must send the product back within a further 14 calendar days.
To be eligible for a change-of-mind return, the product must be:
- Unused and unopened
- In its original condition
- In its original packaging
- Complete with all seals, protective wrapping and labels intact
- Returned with any accessories, free gifts or promotional items supplied with it
For health protection and hygiene reasons, we cannot accept returns of sealed skincare, haircare, body care, cosmetics or personal care products once they have been opened or unsealed, unless they are faulty, damaged or incorrectly supplied.
Products that cannot be returned
We cannot accept change-of-mind returns for:
- Products that have been opened, used or tested
- Sealed hygiene-sensitive products that have been unsealed after delivery
- Products that are not in their original condition
- Products damaged after delivery
- Incomplete sets, bundles or multipacks
- Personalised or custom-made products
- Gift cards, where applicable
These exclusions do not affect your statutory rights if a product is faulty, damaged, not as described or incorrectly supplied.
How to request a return
To request a return:
- Email support@melasbeauty.com within 14 days of receiving your order.
- Include your order number.
- Tell us which product you would like to return.
- Provide the reason for the return.
- Wait for our return instructions and returns address.
Contacting us before sending your parcel helps ensure that your return is sent to the correct address and processed without unnecessary delays.
Please do not send returns to our registered office or to an address shown on your delivery parcel unless we have confirmed that it is the correct returns address.
Please package returned products securely to prevent damage during transit.
Customers are responsible for the cost of returning unwanted products, products ordered by mistake or products that are no longer required.
Damaged, faulty or incorrect Products
Please inspect your order as soon as it arrives.
Contact support@melasbeauty.com as soon as possible if a product is damaged, Faulty, leaking, Incorrect, or missing from your order.
Where possible, please contact us within 48 hours of delivery. Reporting the issue promptly helps us investigate it with our warehouse and delivery carrier.
Depending on the circumstances, we may offer a replacement, refund or another appropriate resolution.
If you receive a product that you did not order, please do not open, test or use it.
Contact us with your order number and a clear photograph of the product received. We will provide return instructions and arrange an appropriate resolution.
For missing product, kindly check your dispatch confirmation and tracking information before contacting us, as some orders may be sent in more than one parcel.
If the missing product has not been dispatched separately, email us with your order number and the name of the missing product.
Minor packaging damage
We take care to package orders securely. However, minor creasing, scuffing or cosmetic damage to a product’s outer retail box can occasionally occur during delivery.
Minor damage to the outer packaging does not necessarily mean that the product itself is damaged or faulty.
We will assess each report individually, particularly where the damage affects the product’s seal, safety, condition or usability. Please send clear photographs if you are concerned about the condition of your order.
Allergies and product reactions
Skin and hair can respond differently to cosmetic and personal care products. Irritation, sensitivity or an allergic reaction does not automatically mean that a product is faulty.
Always review the ingredient list printed on the product packaging before use, particularly if you have known allergies or sensitivities. Manufacturers may change product formulations without prior notice.
We recommend carrying out a patch test before using a new product.
Stop using the product immediately if you experience an adverse reaction. Seek advice from a qualified healthcare professional if the reaction is serious or continues.
Cancelling an order
Contact us as soon as possible if you wish to cancel or change an order that has not yet been dispatched.
We begin preparing orders quickly, so we cannot guarantee that an order can be changed or cancelled once processing has started.
Refused, uncollected or undeliverable Parcels
Please ensure that your delivery address is complete and correct before placing your order.
A parcel may be returned to Melas if:
- The delivery address was incorrect or incomplete
- Delivery was refused
- The parcel was not collected
- The carrier could not access the delivery address
- The carrier was unable to complete delivery after the permitted attempts
We will contact you after the parcel has been returned and inspected.
If you would like the parcel sent again, you may be required to pay a new delivery charge.
Refunds Policy
This Refunds Policy explains how refunds are assessed, calculated and processed for orders placed through melasbeauty.com.
For information about return eligibility and how to send a product back, please read our Returns Policy.
Refund eligibility
A refund may be issued where:
- An eligible product has been returned within the applicable return period
- A product is confirmed to be damaged or faulty
- You received an incorrect product
- A product was missing from your order
- An order was cancelled before dispatch
- An order could not be fulfilled by Melas
All returned products will be inspected before a refund is approved.
Return inspections
We may reduce or refuse a change-of-mind refund where a product:
- Has been opened, used or tested
- Has had its protective or hygiene seal removed
- Is incomplete
- Is not in its original condition
- Has been damaged after delivery
- Has been handled more than reasonably necessary to inspect it
- Has been returned outside the applicable return period
We will contact you if there is a problem with your return.
These conditions do not limit your rights where a product is faulty, damaged, not as described or incorrectly supplied.
How refunds are issued
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.
Approved refunds will be issued to the original payment method used to place the order.
We cannot normally issue a refund to a different card, bank account or payment method.
Original delivery charges
If you cancel and return an entire eligible order, your refund will include the cost of the least expensive standard delivery option available when you placed the order.
If you selected a more expensive delivery service, such as next working day delivery, the additional delivery upgrade cost will not normally be refunded.
For example, if standard delivery cost £3.99 but you selected next working day delivery for £6.49, the maximum delivery refund would normally be £3.99.
Where only part of an order is returned, the original delivery charge will not normally be refunded.
Refund processing time
Approved refunds will be processed without undue delay and no later than 14 days after:
- We receive the returned products, or
- You provide evidence that the products have been sent back, where applicable
We may withhold a change-of-mind refund until we receive the returned products or you provide evidence that they have been sent.
Refunds for products that do not need to be returned will be processed after we have reviewed and approved the issue.
Your bank, card provider or payment service may take additional time to show the refund in your account after Melas has processed it.
If you have received a refund confirmation but cannot see the funds:
- Check the original payment method used for the order.
- Allow the processing time advised by your bank or payment provider.
- Contact your bank, card provider or payment service if the refund is still not visible.
- Contact us at support@melasbeauty.com if you still need assistance.
Contact Us
For help with a refund, contact:
Email: support@melasbeauty.com
Website: melasbeauty.com
Please include your order number and a clear description of the issue.