FAQ & Shipping

SHIPPING WITHIN AUSTRALIA

FREE STANDARD SHIPPING for orders above $99 AUD

Standard Shipping Australia Wide: $9.90
Express Shipping Australia Wide: $12.90
South Australia Local Delivery: $6.90

*Orders are dispatched from our warehouse within 1-3 days.

Transit times for:
Standard shipping varies between 2 to 6 working days. 
Express shipping varies between 1 to 3 working days.

DISPATCH TIME FROM WAREHOUSE
Within 1 to 3 working days from our warehouse in South Australia.

 

PARCEL PROTECTION

At Melvory we always do our best to ensure your parcel arrives to you safely, but just in case the unforeseen happens, we can now offer our customers transit protection for your peace of mind.

WHAT IS COVERED BY THIS POLICY 

Parcels lost in transit

If your parcel is not delivered within the normal time frames specified by TGE or Australia Post, please contact the customer service team for help. An investigation may take up to 7 business days but once the courier company has confirmed it is a "missing parcel", Melvory will replace any items that are still available in the warehouse and credit you for the items we no longer have. Please note we DO NOT refund. This policy offers a replacement of items and a credit ONLY. If you no longer wish to get replacement items you can opt for a full credit.

Parcel delivered to incorrect address

If your parcels tracking says it has been delivered to the incorrect address and we are unable to retrieve the parcel, we will deem this as a "missing parcel" and you will be covered by this policy. Items will be credited or replaced if available. No refund will be given. 

Parcel damaged in transit

Should your parcel arrive and be damaged in any way by the postal or courier service, we will replace the items if available. Should we not have the item available you will be given a store credit. You will need to contact customer service to arrange to send your parcel back to be assessed by the Returns Department who will make a decision in regards to your case.

NOT COVERED BY THIS POLICY 

Customer has provided incorrect address

If the customer provides the incorrect address and the parcel is delivered, we will not be responsible to recover this item or pay any damages/offer replacements. This is NOT covered by the policy.

Parcel safe dropped and stolen

If your parcel is Safe Dropped but then stolen from the premises, we will NOT be responsible for any damages or replacements of items. If you are unsure if your parcel will be safely left at your address, please always opt to have a signature on delivery by adding an order note.  If theft has occurred at your premise post-delivery, you may need to lodge a police report.

OPTING OUT OF PARCEL PROTECTION

You may choose not to have parcel protection by removing this item from your cart. Please note that by choosing to do so, any parcel loss or damage during transit will not be covered by this policy.

CONTACT

Any questions please contact our Customer Service Team on info@melvory.com

International Shipping

New Zealand Standard Delivery: $15.90 NZD

FREE shipping to New Zealand for orders above $180 NZD

Since the recent changes to US tariffs shipping to the United States has now been reinstated!
All orders shipped to the United States are sent on a Delivered Duty Paid (DDP) basis. This means that all applicable import duties, tariffs, and customs fees required for entry into the U.S. (federal level) are included at checkout.

However, some U.S. states may charge their own sales or use tax separately. Any state-imposed taxes are the customer’s responsibility in accordance with local regulations.

Flat Rate standard International Post delivery: $10 USD

FREE standard International Post delivery for orders above $150 USD

Singapore Express Post Delivery: $29 SGD

FREE shipping to Singapore for orders above $180 SGD

For all other regions shipping cost is calculated at checkout.

Customers are responsible for paying any customs or import duties (including VAT and any processing fees) imposed by your country of residence.

Duties, Taxes, and Returned International Orders

  • For international shipments, the recipient is responsible for paying any applicable customs duties, taxes, or import fees.
  • If an international order is returned to us due to refusal to pay duties and taxes, or failure to clear customs, we will not issue a refund for the order.
  • Any shipping fees, customs fees, or return costs incurred will not be reimbursed.
  • If you are unsure about the customs regulations in your country, we recommend checking with your local customs office before placing an order.

*Orders are dispatched from our warehouse within 1-3 days. Transit times vary between 1-4 weeks approximately. 

FAQs

I forgot to use a discount code, can you help?
Once an order has been placed, we are unable to apply discount codes retrospectively. Please contact us at info@melvory.com for more information.

Can I use multiple discount codes?
Only one discount code or promotion may be applied per order. Free shipping will be automatically applied for all Australian orders over $99 - no code required.

 

At Melvory Skincare, we strongly believe in the high quality of our products, and want you to love our products as much as we do. While we have rave reviews for many of our natural products, we understand that skin care is a personal choice and no two individuals are the same.

We suggest customers purchase an individual jar or trial-size product before committing to a full set or bundle. This will allow you to test the suitability of the products on your skin.

We handle returns and process refunds in accordance with the consumer guarantees under Australian Consumer Law. Unfortunately, we are unable to accept returned orders for change of mind, inclusive of purchases that have been made in error. However, we understand there are unfortunate circumstances where you may wish to apply for a refund. Please see eligible reasons below:

Broken or Damaged in Transit:
We will gladly replace or refund products that arrive broken or damaged during shipment. Please contact us within 7 days of receiving the product and provide photographs of the damaged item/s and packaging.

Faulty Products:
If you believe your product is faulty or defective, please contact us within 7 days of receiving the product. We may request photos or a description of the issue to assess the problem. If deemed faulty, a replacement item will be shipped to you at no additional cost.

Missing Products:
In the rare event that we ship you an incorrect product, please contact us within 7 days of delivery, along with photographs of what you have received and a description of the issue so we can assess the problem. We will arrange for the correct product to be shipped to you at no additional cost, or offer a refund if preferred.

Allergic Reactions:
As all skin types are unique, there is no one size fits all when it comes to skincare. Enquiries are viewed on a case by case basis. In the unfortunate event that you experience an allergic reaction to a product or ingredient, please discontinue use immediately and send us a photo of the reaction within 7 days of receiving your order.

Please note that the cost of return shipping is the responsibility of the purchaser.

If you have any questions, please email us info@melvory.com 

Please click here to read the full Terms & Conditions

Approximately 12 to 18 months from time of purchase unless otherwise stated on the product page. Best before dates are stated on each individual product.

Every product in our Melvory range is pregnancy and breastfeeding friendly.

Please send your enquiry and photos (if any) to info@melvory.com and one of our professional team members will recommend a personalised skincare routine for you.

All other matters relating to orders and shipment
Please kindly send your enquiry along with your order confirmation number to info@melvory.com. If you wish to add on any products after placing an order, we can certainly do that as long the parcel is still with us in the warehouse.