Shipping Policy

Last updated: 19 March 2022

Delivery area

Melvado currently delivers to eligible addresses within the United Kingdom.

Delivery availability may depend on the postcode and will be confirmed during checkout.

We currently do not deliver to addresses outside the United Kingdom.

Order processing

Orders are normally processed within 24 to 48 hours.

Orders placed during weekends, UK bank holidays or periods of exceptionally high demand may require additional processing time.

Orders are fulfilled within the United Kingdom by:

The Fulfilment Warehouse Ltd

Once your order has been processed and handed to the delivery carrier, you will normally receive a dispatch confirmation.

Estimated delivery times

Standard delivery normally takes 2 to 3 business days after dispatch.

The estimated total delivery time is therefore:

Processing time: 24 to 48 hours
Delivery time after dispatch: 2 to 3 business days
Estimated total: 3 to 5 business days

Business days do not include weekends or UK bank holidays.

Delivery times are estimates and are not guaranteed unless we expressly state otherwise during checkout.

Weather conditions, delivery carrier disruptions, remote postcodes, bank holidays and other circumstances outside our reasonable control may cause delays.

If a delay is significant, we will contact you where reasonably possible.

Delivery options and costs

Melvado offers the following delivery options:

Standard UK Delivery: Free
Express Tracked Delivery: £1.95

The specific delivery estimate for Express Tracked Delivery, where available, will be displayed during checkout.

Choosing Express Tracked Delivery does not reduce or replace Melvado's responsibility for your order until it has been delivered to you.

Delivery carriers

Orders are normally delivered by:

Evri
DPD

We may use another suitable delivery provider where reasonably necessary.

The carrier used for an order depends on the delivery address, parcel size and operational availability. Customers cannot always select a specific carrier.

Order tracking

When tracking is available, you will receive tracking information after your order has been dispatched.

Please allow time for the carrier's tracking system to update after receiving your dispatch confirmation.

If your tracking information has not updated for an extended period, contact info@melvado.com.

Taxes, VAT and import charges

Prices and charges displayed during checkout include applicable taxes unless clearly stated otherwise.

Orders are fulfilled from within the United Kingdom. Customers should therefore not normally be asked to pay additional import duties when the order is delivered.

If a delivery carrier unexpectedly requests an import payment, do not pay it before contacting info@melvado.com.

Delivery addresses

You are responsible for providing a complete and accurate delivery address during checkout.

Please check your:

house number;
street name;
postcode;
city;
telephone number; and
email address.

We cannot guarantee that an address can be changed after fulfilment has started or after the order has been dispatched.

Incorrect or incomplete addresses

If an order cannot be delivered because the supplied address is incorrect, incomplete or inaccessible, the carrier may return the order to our fulfilment location.

If this happens, we will contact you to arrange an appropriate solution.

Any additional charge will be limited to reasonable costs actually incurred. This does not affect your statutory consumer rights.

Failed delivery attempts

The carrier may make more than one delivery attempt or deliver the parcel to an authorised collection point, neighbour or safe location, depending on the delivery service and your delivery preferences.

You are responsible for collecting a parcel from a designated collection point within the carrier's stated period.

If an uncollected parcel is returned to us, contact info@melvado.com so we can arrange an appropriate solution.

Delayed deliveries

If your order has not arrived within the estimated delivery period, please:

Check the tracking information provided in your dispatch email.
Check whether the carrier left the parcel with a neighbour, in a safe location or at a collection point.
Verify that the delivery address supplied during checkout is correct.
Contact us at info@melvado.com if you still cannot locate the order.

We will investigate the delivery with The Fulfilment Warehouse Ltd and the relevant carrier.

Lost orders

If the carrier confirms that an order has been lost, or if the order cannot be located after a reasonable investigation, we will provide an appropriate solution.

Depending on the circumstances and your preference, this may include:

sending a replacement; or
issuing a refund.

The risk of loss remains with Melvado until the order comes into your physical possession or the physical possession of a person nominated by you, other than the delivery carrier.

Damaged deliveries

Please inspect your order after delivery.

If the parcel or products have been damaged during transit, contact info@melvado.com as soon as reasonably possible.

Please include:

your name;
your order number;
a description of the damage; and
photographs of the parcel and damaged product where possible.

Photographs help us investigate the issue but do not limit your statutory rights.

Depending on the circumstances and your preference, we will arrange an appropriate replacement or refund.

Orders marked as delivered

If tracking shows that an order has been delivered but you cannot locate it, please:

check around the delivery address;
ask other members of your household;
check with neighbours;
check any nominated safe location; and
contact the delivery carrier where appropriate.

If the parcel is still missing, contact info@melvado.com so we can investigate.

Maximum delivery period

Unless a different period has been expressly agreed with you, we will deliver your order within 30 days after the order is placed, as required by applicable consumer law.

If we cannot deliver within the required period, you may have the right to cancel the order and receive a refund.

Order changes and cancellations

Contact info@melvado.com as soon as possible if you want to change or cancel an order.

We cannot guarantee changes or cancellations after fulfilment has started.

If the order has already been dispatched, you may use the returns process described in our Returns and Refunds Policy.

Contact information

For questions about delivery, tracking or a missing order, contact:

Melvado
28 Rue des Tables Claudiennes
69001 Lyon
France

Email: info@melvado.com