Frequently Asked Questions
Orders
Can I change or cancel my order?
Usually yes, before it is dispatched. Email info@melece.com with your order number as soon as possible. Once the parcel has left the warehouse it can no longer be changed and must go through the returns process.
Do I need an account to order?
You can check out as a guest. With an account you can view order history, save favourites and manage addresses, and after-sales conversations are easier.
How do I track my order?
Sign in and open My Account to see your orders and delivery status, or use the link in your order confirmation email.
Sizing and products
How do I pick the right size?
Start with our Size Guide and compare it against the size chart on the product page. Fits vary between styles — if in doubt, size up or just ask us.
Will the photo match the real colour?
We try to keep images faithful, but screen colour, brightness and shooting light all differ between devices, so slight variation is normal.
Will sold-out items be restocked?
Popular styles usually come back. Add the item to your favourites, or email us the size and colour you want and we will let you know first.
Delivery
How long does delivery take?
Dispatch takes about 1–3 business days. Transit varies: 3–5 business days for China Mainland, 5–7 for Hong Kong/Macao/Taiwan, China, and 10–15 for Europe. See Shipping & Delivery.
Do you ship to other countries?
If your destination is outside our current shipping zones, contact us first so we can confirm before you order.
Who pays customs duties?
The recipient. Duties are not included in the item price or the shipping fee.
Payment
Which payment methods do you accept?
Alipay (desktop web and mobile web) and Cash on Delivery. See Payment Methods.
Why do I see fewer payment options than someone else?
Availability depends on your delivery region and the specific order. Checkout only lists what is genuinely available.
Returns
Can I return an item?
Yes — within 30 days of delivery, unworn and with tags attached. Lingerie, opened pierced jewellery, customised items and clearance items are excluded. See Returns & Refunds.
Who pays for return shipping?
We do if the item was faulty or wrong; the customer does for wrong size or change of mind.
How long does a refund take?
We initiate it within 3 business days of inspection; it usually arrives in 5–10 business days.
Membership and offers
How do membership tiers work?
Tiers are earned automatically from your rolling 12-month spend, and higher tiers bring better discounts, point multipliers and benefits. See Membership & Points.
Can coupons be stacked?
By default one coupon per order, unless the coupon itself is marked stackable. See Coupon Rules.
Still stuck?
Email info@melece.com or see Contact Us. We normally reply within one business day.