Frequently Asked Questions

Have a question? We've pulled together the answers to the ones we hear most often. If you can't find what you're looking for, reach out to our team at connect@melodows.com and we'll be happy to help.

Ordering

1. Do I need an account to place an order?
Not at all — you're welcome to check out as a guest. That said, creating a Melodows account gives you faster checkout on future orders, easy access to your order history, and early notice of new arrivals and promotions.

2. What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover, as well as PayPal. All transactions are processed securely at checkout.

3. Is it safe to enter my payment details on your site?
Yes. Our checkout is protected by SSL encryption, which means your payment information is transmitted securely and never stored on our servers. Your card details go directly to our payment processor for authorisation.

4. My card isn't in USD — will I be charged in a different currency?
All orders are processed in US Dollars (USD). If your card is issued in another currency, your bank will apply the exchange rate in effect at the time of the transaction. We recommend checking with your bank if you have questions about conversion fees.

Shipping & Delivery

5. How do I enter my shipping address correctly?
Please enter your shipping address in English, including all punctuation. If your address contains characters from a non-Latin alphabet, please use the closest English equivalent. Double-check all details before completing your order — we're unable to reroute parcels once they've been dispatched.

6. How long will my order take to arrive?
Orders are processed within 1–3 business days, then shipped internationally. Standard transit typically takes 7–15 business days, giving a total estimated delivery of 8–18 business days. During peak periods, please allow up to 20 business days.

7. How do I track my order?
Once your order is dispatched, you'll receive a confirmation email with your tracking number. You can monitor your shipment at any time via 17TRACK. If tracking shows no activity after 5 business days, please contact us.

8. Will I have to pay customs duties or import taxes?
Some orders are fulfilled from outside the EU, which means import duties or VAT may be charged by your destination country's customs authority on arrival. These charges are not included in your checkout price and are the responsibility of the recipient. We recommend checking your local customs regulations before ordering.

Returns & Refunds

9. Can I return a beauty product if I've opened it?
Unopened items in their original condition with the hygiene seal intact are eligible for return within 14 days of delivery. Once a beauty or skincare product has been opened or its seal broken, it cannot be returned for hygiene reasons — unless the item is confirmed to be faulty or incorrectly sent.

10. How do I start a return?
Email us at connect@melodows.com with your order number, the item(s) you'd like to return, and your reason. Use the subject line: Return Request – Order #[YOUR ORDER NUMBER]. We'll confirm eligibility and provide return instructions within 1–2 business days.

11. When will I receive my refund?
Once we receive and inspect your return (within 72 hours of arrival), your refund will be issued within 14 business days to your original payment method. Processing times may vary depending on your bank.

12. My order arrived damaged or incorrect — what should I do?
Please contact us within 7 days of delivery at connect@melodows.com with your order number and clear photos of the issue. We aim to resolve all such cases within 48 hours, arranging either a replacement or a full refund including shipping.

Products

13. Are your beauty products suitable for sensitive skin?
We include formulation and ingredient details on each product listing to help you make an informed choice. If you have specific skin concerns or allergies, we recommend reviewing the full ingredient list before purchasing. Our support team is also happy to help with product questions at connect@melodows.com.

14. Do your products have an expiry date?
Yes — all beauty and skincare products have a shelf life. The period-after-opening (PAO) symbol on the packaging indicates how long the product remains effective once opened. We recommend using products within the stated timeframe for best results.

Still Have Questions?

We're here to help. Drop us a line at connect@melodows.com and we'll get back to you within 24–48 hours.