Frequently Asked Questions
General
Some of the most commonly asked questions about our store.
What are your store policies?
We have multiple policies to provide transparency in using your data on melomys.com and through transactions, shipping information, and exchanges & returns. This information and more can be found in the following policies:
What is eco-friendly clothing
Eco-friendly clothing is made from sustainable materials that have a low environmental impact. This includes materials like organic cotton, bamboo, hemp, and Tencel.
What materials do you use in your clothing?
We use a variety of eco-friendly materials, including organic cotton, bamboo, hemp, Tencel, and recycled polyester. We only use natural fibers any synthetic fibers come from recycled sources
How is Melomys clothing eco-friendly?
Our clothing is made from natural fibers (organic whenever possible) and from recycled or upcycled materials. When a garment requires a synthetic fabric, we select options containing recycled components or avoid synthetic materials altogether and opt for natural fibers. Our manufacturer selection process is also designed to minimize waste and conserve energy.
How can I be sure your business model is sustainable?
We take great care to ensure that all our products are truly eco-friendly, from the materials we manufacture and how we distribute our clothing. We know that greenwashing is a prevalent issue in the fashion industry, and we believe that part of how we achieve sustainability is through transparency. This is why we have a roadmap to create accountability and transparency in all we do. We are members of 1% of the Planet because this allows us to involve a third party in certifying that we are donating what we say we do and are in the process of pursuing B Corp Certification
If you have any questions or concerns, please contact us at info@melomys.com or via the chat feature available on our website.
How do I join your email list or loyalty program?
If you want to stay up-to-date on our latest products and promotions, subscribe to our newsletter and follow us on social media.
Shipping
Our shipping section covers everything you need to know about receiving your order. From estimated delivery times to shipping costs and tracking, we've got you covered. Whether you're ordering domestically or internationally, this section will provide you with all the information you need.
Can I track my order?
You will receive a tracking number once your order has shipped. You can use this number to track the status of your shipment. If your order is shipped in multiple shipments, you will receive multiple tracking numbers for each shipment.
How long does shipping take?
Shipping times vary based on your location and the shipping option you choose. You can see estimated shipping times during checkout.
Do you offer international shipping?
Yes, we offer international shipping to several countries. You can see if we ship to your location during checkout. A few select products are unavailable for international. If an item is ineligible for shipment to your country, you will not be able to submit your order until you select products that are eligible for shipping to your location.
What are your shipping costs?
Shipping costs are calculated based on your location and the products selected. You will see an estimate for the shipping price on the checkout page.
Do you offer expedited shipping?
Select products have expedited shipping. If this option is available for your chosen product to your shipping location, this option will be provided upon checkout.
Returns, Exchanges, & Refunds
We want you to be completely satisfied with your purchase, and our return policy reflects this commitment. In this section, you'll find information on how to initiate a return or exchange, how long it takes to process a return, and whether you can return sale items.
What is your return policy?
If you are not completely satisfied with your purchase, we accept returns within 30 days of delivery. Please see ourReturn & Refund Policyfor full details.
What items are returnable?
To be elligible for a return, the item must be:
- Within 30 days from the date of purchase
- In unused and resellable condition
- In the original packaging with all the tags intact
Can I exchange an item for a different size or color?
Yes! All requests for an exchange (including a new size or color) are processed through our returns center (https://melomys.returnscenter.com/). Once the exchange request is approved, a shipping label will be sent to you to return the original product to Melomys. Once we confirm that the item has shipped, the replacement will enter into production and be shipped to you.
What items are non-refundable?
The following items cannot be returned:
- Gift cards
- Discounted items (except in the case of damaged goods)
What is your policy on defective or damaged products?
We want you to be fully satisfied with your order. If you received a damaged item, please visit our returns center (https://melomys.returnscenter.com/) to start the process of an exchange or a return. As a part of this process, you will need to upload a photo of the product. You will be provided a return shipping label at no cost to you. All of our returns are donated instead of ending up in a landfill; in the case of damaged goods we will either repurpose or recycle the product to minimize waste.
How do I make a return, get a refund, or request an exchange?
- Visit our returns center: https://melomys.returnscenter.com/.
- Enter your order number from your order confirmation email and the email address used to place the order to start the process (if you need assistance with your order number or email address, please contact info@melomys.com).
- Select the relevant option for your request (refund, exchange, damaged, return, etc) and complete the questionnaire.
- When you submit the request, you will receive a confirmation email.
- Once your request is approved, you will get an approval email with shipping instructions and a shipping label (at no cost to you).
- For returns and refunds, the funds will be returned via your original payment method 5 business days after return shipping.
How long does it take to process a return?
Reviewing a return request takes our team 2-3 business days. Once approved, you will receive a shipping label via email to send your item back to Melomys. This shipping label is provided to you at not cost; if you have any questions, contact us atinfo@melomys.comfor additional support. If your return is not approved, you will receive an email explaining why your return was denied and any additional information we made need to approve the return.
Why was my return rejected?
For an undamaged good, a return request may be rejected if the return is not within the 30 day of receipt window for returns or if the item is not in original condition.
For a damaged good, a return request may be rejected if a photo of the damaged good is not uploaded or if the item in question is not visible in the photo. In this case, we will ask that you resubmit a return request with a clear image of the damaged product.
How do I return the product(s) I received?
You will receive a shipping label at no cost to you for any approved returns. Please refer to the email received after placing the return request.
1. Download and print the returns label.
2. Pack all the returned items and a print of the shipping lable. Attach the label to a box. You can use the box the items arrived in or another box.
3. Take it to an authorized carrier drop-off location and ship it.
4. You will receive an email when we receive your items and when a refund is issued.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 business days after the return has been shipped.
How will I receive my refund?
We ONLY offer refunds to the original payment method.
Order
Information on how to place an order, how to make changes to your order, applying discount codes, and cancelling an order.
How do place an order?
You can place an order on our website. For wholesale inquiries, please contactinfo@melomys.com.
Can I change or cancel my order?
You can cancel or change your order within the first 24 hours of placing an order. If you need to cancel an order after the 24-hour window, you will need to request a return and refund when you receive your order.
Do you offer gift wrapping or gift cards?
At this time, we do not offer gift wrapping. You can purchase a virtual gift card.
How do I use a coupon or promo code?
Promo codes and coupons can be applied to your order at checkout if your order meets the requirements for the promotion. If you have any questions or challenges in applying a code at checkout, please contact us atinfo@melomys.comor use the chat feature for assistance.
What is your policy on out-of-stock items?
- If a product variant is out of stock, it will be marked as "out of stock" on the product page.
- If a product is discontinued, it will be removed from the store entirely.
- We do not offer the option to backorder products at this time.
We strive to provide clear communication about product availability and will do our best to offer alternative options. Please contact us with any questions or concerns about product availability at info@melomys.com.
Can I exchange an item for a different size or color?
Yes! All requests for an exchange (including a new size or color) are processed through our returns center (https://melomys.returnscenter.com/). Once the exchange request is approved, a shipping label will be sent to you to return the original product to Melomys. Once we confirm that the item has shipped, the replacement will enter into production and be shipped to you.
The item I received is damaged!
We want you to be fully satisfied with your order. If you received a damaged item, please visit our returns center (https://melomys.returnscenter.com/) to start the process of an exchange or a return. As a part of this process, you will need to upload a photo of the product. You will be provided a return shipping label at no cost to you. All of our returns are donated instead of ending up in a landfill, in the case of damaged goods we will either repurpose or recycle the product to minimize waste.
What is your policy on price adjustments?
We understand that some customers may be interested in price adjustments for products they have recently purchased. However, at this time, we do not offer price adjustments. Our competitive pricing is frequently reviewed to ensure our customers receive the best value. We appreciate your understanding and look forward to providing excellent products and service.
Customer Support
Our customer support team is here to help you with any questions or concerns you may have. In this section, you'll find information on how to contact our customer support team and our hours of operation.
How do I contact customer service?
You can use the chat function on any page of our website, send us a message on our Contact page, or email us atinfo@melomys.com.
What are you customer support hours?
Our business hours are Monday through Friday, 9 am - 5 pm Pacific Time.
