FREQUENTLY ASKED QUESTIONS
Here at Melissa Simone we will try to provide you with all the information you need about selecting, ordering & receiving the right product for you.
If we don't answer your questions below please contact our customer service team at firstname.lastname@example.org
How do I track my order?
Once your order is ready to be shipped you will receive an email notification with your Tracking #. Please allow 1-3 days for processing on all orders.
Why hasn't my international item been delivered to me yet?
International orders are subjected to clear customs. Depending upon volumes at customs, delays may occur.
If you track your item online and the status shows it is with customs, please note we cannot intervene, but will be delivered by the carrier promptly upon release.
All Melissa Simone products are eligible for Exchange or Store Credit.
Melissa Simone LLC reserves the right to reject the returns of goods which are not returned in accordance with our Delivery & Returns Policy.
Melissa Simone wants our customers to be completely satisfied with their purchases. We understand that online shopping can be tricky, so were here to help you get your order correct.
All store credit returns/exchanges must initiated through contacting Melissa Simone at email@example.com
Items must leave customer’s hands within 7 days of receiving to action a store credit for exchange.
STEPS OF EXCHANGING YOUR PURCHASES
1- Try on your garments over underwear
2- Take unwanted garments & check tag/hygiene sticker that all are attached in original condition. Place items back in garment bag.
3- Read our terms & conditions of purchase below to avoid any confusion & processing delays.
4- Contact us at firstname.lastname@example.org to initiate all store credit returns/exchanges
5- Melissa Simone will issue a Return Label for all domestic US returns. International Returns are responsible for post back to address provided. We will not take responsibility for lost returns.
6- Once the items arrive at Melissa Simone HQ you will receive an email confirmation that your your store credit is ready to use.
TERMS & CONDITIONS OF RETURNS
- No refunds will be issued. All Melissa Simone products are eligible for Exchange or Store Credit - No Exceptions.
Items bought with a discount code will be issued a store credit for exchange, we do not allow a further discount code to repurchase.
- All SALE products are final sale no returns no exchanges.
- We do not reimburse for International return/exchange shipping. All international store credit returns are given of the full price value of the item minus the shipping cost of the order.
- Unworn items must be returned in original packaging- with hygiene liner still attached, Melissa Simone tags, and garment bag. We can legally refuse to refund your items if the hygiene stickers & tags have been removed or tampered with.
- We suggest you try on your Melissa Simone garments over your underwear due to hygiene reasons, once you are happy, off with the tags & straight to the pool!
- The customer is responsible to send back the garments to the address provided with the returns form filled out in FULL with order number. The exchange process begins with being given a store credit for the price of the garment to repurchase your correct items by placing a new order online.
- Store Credit Returns & exchanges are processed within 2 business days after item is received and checked. A confirmation email will be sent when your item is refunded or exchanged and returned.
- Faulty garments. If you across a fault in your item which you deem to be a manufacturing fault & not a customer care fault. Please contact our customer service team email@example.com with a photo so we can assess the issue & establish a mutual happy outcome.
RETURN FEES & PENALTIES
If items are received back with removed, tampered with or in a non resealable condition you will incur a $20 fee which will be deducted from your item cost for the damages of the items condition as we can not add this item back to our inventory which is a company loss & a store credit will be issued. Legally we are able to refuse to refund a customer for hygiene related issues.
CUSTOMS IMPORT DUTY & TAXES
PLEASE BE AWARE THAT MELISSA SIMONE IS NOT LIABLE FOR CUSTOMS CLEARANCE FEES IN YOUR COUNTRY NOR ARE WE RESPONSIBLE FOR HOLDING TIMES OF PACKAGES BY CUSTOMS.
OUR PRICES ON OUR ONLINE STORE DO NOT INCLUDE RELEVANT OVERSEAS DUTIES AND OTHER CUSTOMS CHARGES YOU MAY INCUR WHEN PURCHASING AND IMPORTING TO YOUR COUNTRY.
THESE COSTS ARE DETERMINED BY YOUR LOCAL CUSTOMS OFFICE AND ARE OUTSIDE OF OUR CONTROL. PLEASE FAMILIARIZE YOURSELF WITH YOUR COUNTRY'S CUSTOMS CHARGES AND LEVIES PRIOR TO PLACING AN ORDER.
MELISSA SIMONE IS NOT RESPONSIBLE IF CUSTOMERS ARE NOT NOTIFIED BY THEIR COUNTRY'S POSTAL AUTHORITY THAT ITEMS ARE AWAITING PAYMENT OF CUSTOMS DUTIES AND TAXES. PLEASE KEEP AN EYE ON YOUR SHIPMENT WHEN TRACKING NUMBER IS PROVIDED TO AVOID DELAYS.
If you choose to reject/refuse delivery due to customs fees there will be a $25 return fee deducted from your refund to cover return shipping due to your refusal.
All items are to be signed for by your postal service. If you are not home to receive your package, have no one else to sign for the item and have not organized an alternative way to collect your package, and your item is returned to us this $25 fee will occur.
We will not pay for your return shipping this is the customers responsibility.
Sale period items are FINAL SALE. Orders can be returned for store credit only. No refunds.
Sale periods- please allow up to 2-4 business days for your order to be processed due to high order volumes.
- Due to high volumes of orders/emails during sale periods- if wrong items are ordered during sale periods we can not take responsibility for changing the order before pick up of shipment.
- If your order is shipped before your customer service email is checked it is the customers responsibility to return the incorrect items purchased.
- Once a sale order is placed we can not add or remove items to or from the current placed order. A new order will have to be placed for additional items & items not wanted will have to be returned.
- Sale discounts can not be redeemed outside the advertised sale dates & times.
If orders are placed before or after the sale times we can not reimburse you for the sale difference.
-If you are to return a sale item for store credit we can not honor the previous sale discount to repurchase new/exchange items. New purchases with store credits are to be used with current prices & current valid offers.