Here at Melissa Simone we aim 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 email@example.com. Please allow up to 72 hours for a response.
Please allow 1-3 days for processing on all orders. Once your order is ready to be shipped, you will receive an email notification with your tracking number.
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 it will be delivered by the carrier promptly upon release.
Yes, we ship worldwide. DHL Express shipping service with a tracking number is used to ship and deliver products.
Duties and taxes are calculated at checkout, customers do not have to pay upon delivery.
We offer Exchange and Store Credit only on all Melissa Simone products within 7 days of delivery.
All items must be unworn, stain/odor free with tags and sanitary seals attached to be eligible for a return.
Please try on all pieces with undergarments. We have the right to refuse items that do not meet these requirements.
Click here to start your return. Submit your return request with the link provided and once approved, you will receive a shipping label via email. Use that shipping label to send your items back to us within 5 days of receiving. Once your items are inspected, you can expect to receive a notification to your email within 1-3 business days.
Ensuring your return reaches us will remain the responsibility of the customer and any issues with the chosen courier cannot be resolved on your behalf by us.
*Please note store credit is one time use.
International orders qualify for store credit only within 7 days of receiving your package.
Customers who place international orders are responsible for shipping the returned item/items to the address provided. We will not take responsibility for lost returns. We do not reimburse for International return shipping. All international store credit returns are given the full price value of the item minus the shipping cost of the order.
*Please note store credit is one time use.
If you find fault in your item which you deem to be a manufacturing fault & not a customer care fault. Please contact our customer service team at firstname.lastname@example.org with a photo so we can resolve the issue.
route package protection
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We're providing Green Package Protection to each order free of charge.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Green Package Protection and looking to file a shipping issue online? File here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our sites at no additional cost to you. "Green Package Protection" Shipping includes package protection, with the additional benefit that your shipment is carbon neutral.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.
When Should I File a Claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered In some cases, the Route Support team may require a police report before moving forward with an order issue
Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order dateFor international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Claims for damaged itemsrequirephotos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG
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.
We do not do price adjustments. Sale discounts cannot be redeemed outside the advertised sale dates & times. If orders are placed before or after the sale period, we cannot reimburse you for the difference.
If you are to return a sale item for store credit we cannot 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.
Please allow up to 3-7 business days for processing of all collaborations items.