General Inquiries

Need to contact us?

For general inquiries, returns & exchanges please email us at: 

Shipping & Returns Policy

Our refunds or exchange policy is based on 7 days from you receive your goods. Unfortunately, if your request is outside of the 7 days we are unable to process your refund or exchange.

To be eligible for a return/refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags still intact.

*Please note, for hygienic purposes, there are no refunds or exchanges available on our teethers.

To complete your return, please send us an email and we send you a form to fill out based on your request.  Please allow 24-48 hrs for a reply.

DELIVERY

Deliveries are made to address provided in your order at time of purchase. 

Please refer to the delivery ETAs below. (Please note: these times are approximate). We suggest including a ‘buffer’ time to receive your goods, especially if they are required for a specific date or occasion.

INTERNATIONAL DELIVERY

You may be required to pay import fees / duties which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance.  Customs policies can vary from country to country, so we suggest contacting your local customs office for further information.  International shipments may be subject to cross-border inspections by customs authorities.

DOMESTIC DELIVERIES

Domestic deliveries are made in Toronto, ON Canada through Canada Post.  Free Shipping is only valid on standard postal services and on orders over $100. Subject to change without notice.

TIME FRAMES: HANDMADE ITEMS (Estimated)

  • Domestic Standard: Within GTA: 3-5 business days | Within Ontario:7-10 business days | Within Canada:10-13 business days   
  • International Standard: USA 6-8 business days | Europe/Asia: 15+ business days.
  • Domestic XpressPost: Within GTA: 1-2 business days | Within Ontario: 3-4 Days | Within Canada: 7-10 days
  • USA Expedited: 4-5 days 

(Within Canada Zone includes: Yukon, Newfoundland, British Columbia, Alberta, Saskatchewan, Quebec, Nova Scotia, Manitoba. For deliveries outside of these zones, please contact us).

TIME FRAMES: OTHER GOODS (Estimated)

  • Standard: Within Canada 12-14 business days  
  • International: USA 10-14 business days | Europe/Asia: N/A
  • For expedited services please contact us via email.

* These are estimated times, we will always aim to meet these time frames, however there may be an occasional lapse that are out of our control should your parcel be delayed. All international deliveries are subject to a customs check. Should we know ahead of time that the above time frame will be longer, we will notify you by email to the address entered at time of order. 

We intend to send your order within 24 – 48 hrs of orders placed. For handmade/custom made items within 3-5 business days of orders placed.  For orders placed over statutory holidays or orders placed over the Christmas Season, kindly allow for extra delivery days.

GOOD TO KNOW: On occasion we work with our suppliers to ship items to our customers for faster service, in which case your goods may be subject to a duty/import fee. This fee is to be covered by you the customer. On average these fees can be between $20-30 CDN (this is an approximate and is subject to change without notice. We suggest contacting your local customs authorities for more accurate information).  Should we receive information from customs regarding this fee beforehand, we will also notify you by email immediately.

INCORRECT ORDERS/ITEMS

If you receive goods which do not match those that you ordered, please contact us via email within 7 days to arrange return. In this instance, MEL&NEL™ will be responsible for paying shipment costs. You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used at time of purchase. Refunds and replacements will be issued upon our receipt of the returned item(s).

FAULTY ITEMS

We do our best to ensure our items are of high quality and delivered as expected.  However, when it comes to our Handmade Items – please allow for some imperfections as that is part of the uniqueness of having a handmade item.  For non-handmade items, if the items you have purchased have faults or defects when they are delivered to you, kindly contact MEL&NEL™ via email within 7 days to arrange collection and return (your email you must provide images of the faulty goods).  In this instance, MEL&NEL™ will be responsible for paying shipment costs. Goods must be returned in their original condition as stated above with all original packaging and documentation. Upon receipt of the returned goods, the price of the goods as paid by you will be refunded to you through the payment method used at time of purchase.

REFUNDS

Sale Items: Unfortunately, sale items are final sale, we can only apply refunds to regular priced items only. 

We do not issue refunds for any reason other than incorrect or faulty/damaged items.  Handmade items must be emailed with photos to identify the issue.  Once assessed, MEL&NEL™ will determine approval of refund. If you want to return an item for reasons outside the above-mentioned, you the customer, is responsible for paying a restocking fee of $5.00-$15.00 CDN depending on the item(s) and quantity, as well as, any customs or duties incurred – for international shipments. We will notify you of this fee prior to, and will be charged to the same payment method used at time of purchase unless otherwise agreed upon. 

EXCHANGES

We will only replace items if they are defective or damaged.  If you are exchanging a handmade item, we will require photos of the defect(s) at which time MEL&NEL™ will asses the request and notify you within 24-48 hrs.  Kindly send us an email at: hellomelandnel@gmail.com to begin the process.

SHIPPING RETURNS

To return your item(s), please email us at: hellomelandnel@gmail.com for further instructions. The time frame of receiving your exchanged products may vary, depending on your location.

Please contact us by email if you have further questions or concerns.

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