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SHIPPING & RETURNS

​​RETURN & EXCHANGE POLICY​

Home Delivery

After purchasing your goods, the shipping is carried out by a carrier, with delivery time of within 1 to 2 working days in Portugal mainland or 3 to 7 working days abroad.*

*Order deliveries may, in specific cases, suffer some delay in delivery due to the delivery region, transport constraints or other problems beyond Mel&u control.

Once the order is delivered to the Transport services, Mel & u has no responsibility for shipping. The customer is responsible for presenting the complaint, if the order is delayed, and communicating the same complaint to Mel & u, who will help resolve the delivery.

Orders worth €50 or more have free shipping.

Store Pickup

If you prefer to pick up your goods, your order will be available within the same day at Rua Castilho 39 loja 11, 1250-068 Lisboa

You must bring your identification document and order number, which will only be delivered to you.

Items purchased online cannot be tried on, exchanged or returned in store.

Damaged orders in transport

When the carrier delivers your order, check the packaging, and if you detect any anomaly (deterioration, tampering, cut) you must immediately refuse the order to the courier responsible for delivery, and inform us of what happened. If you accept a damaged order, we will not accept any responsibility.

Exchange conditions 

– the request for exchange must be made using the following form.

 

– the moment we receive your email, we will confirm receipt of it, as well as the process you must follow.

 

– after requesting the exchange, the item must be sent to the indicated address and according to the instructions given via email.

(shipping and re-shipping costs are the responsibility of the customer)

 

– the product must be in the same condition as it was sent, and:

 

with the original labels attached;

with original packaging;

accompanied by the purchase invoice or purchase identification document;

without any signs of use, odors* or damage to the piece;

without any sign of washing, or changes made by the customer, such as adjustments, hems, seams, among others.

*if you want to exchange an item, do not place it in your closet or in contact with other items of clothing, we will not accept items that smell like detergent, perfume, mold or tobacco.

– in order to comply with the exchange deadline, communication about the exchange must be made before the corresponding period ends (14 days). If the item arrives after the deadline, it will be refused, or returned to the customer, after payment of return shipping costs.

 

– receipt and verification of the exchange may take up to 14 days after receipt.

 

We ask for your attention to carefully analyze the parts before sending them for exchange. Our analysis is extremely rigorous and if the part is not intact, the exchange will not be carried out. In this case, the product will be returned to the customer upon payment of shipping costs.

 

Items received by the exchange department, without prior notice and exchange authorisation, will be automatically returned to the sender.

Return conditions

The customer has the right to return their products due to withdrawal, defect or non-conformity (DL no. 24/2014 of 1 February).

However, the product must be in the same condition in which it was purchased.

 

– the request for return must be made using the following form.

 

– the moment we receive your email, we will confirm receipt of it, as well as the process you must follow.

 

– after requesting the return, the item must be sent to the indicated address and according to the instructions given via email.

(shipping costs are the responsibility of the customer)

 

The customer has a period of 14 days to make the return, and returned goods will only be accepted if they meet the following conditions:

 

with the original labels attached;

accompanied by the purchase invoice or purchase identification document;

without any signs of use, odors* or damage to the piece;

without any sign of washing, or changes made by the customer, such as adjustments, hems, seams, among others.

*if you want to return an item, do not place it in your closet or in contact with other items of clothing, we will not accept items that smell like detergent, perfume, mold or tobacco.

 

In case of violation of any of these points, the return will be refused (and the consequent refund). 

The costs and shipping method for returning the item to Mel & u are the sole responsibility of the customer.

Mel & u

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