Refund policy

We want you to love your Melissa shoes — but if you need to return them, please read our policy below carefully. 💖

✅ Eligibility for Returns

You may return your item(s) within 14 days of the purchase date if they meet the following conditions:

• 👟 Unworn and in original condition

• 📦 Returned in the original Melissa shoe box, with the shoe bag included

Refunds will be processed as:

• 💳 A full refund (excluding shipping fees) to your original payment method
  OR

• 🛍️ Store credit for the returned item(s) (excluding shipping fees)

⚠️ Note: Items that are worn, damaged, or missing original packaging will not be accepted.

🔁 No Exchanges

We do not offer direct exchanges.
If you'd like a different size or style:

1. Submit a return request (if eligible)

2. Place a new order for the item you want

❌ Items purchased during limited-time sales cannot be exchanged for full-price products.

💸 Return Shipping Fee

• A flat $15 return shipping fee applies for Australian returns

• This will be deducted from your refund or store credit

• 🌍 International returns may be subject to different fees

Once your return is approved, we’ll email you a prepaid return label 📧

🛍️ Sale Items

• Some discounted items may not be eligible for return

• Items marked as “Final Sale” are non-returnable and non-refundable ❗

🎁 Gift Cards & Credit Notes

• Gift Cards, eGift Cards, and Credit Notes:

  • Cannot be refunded or exchanged for cash (unless faulty)

  • Are non-refundable once loaded with funds

📦 How to Submit a Return

1. Log in to your account using your email

2. Find and select the order you'd like to return

3. Submit a return request

Once approved, you’ll receive return instructions and your prepaid label via email ✉️
Or email us directly at melissa@h3otokyo.com with your order number to request a return.

🔍 Other Important Info

• Only purchases made via our official Melissa Australia website are eligible for return

• We are not responsible for returns from other retailers or third-party sellers

Melissa Australia reserves the right to decline returns if:

• Items show signs of wear or damage

• Original packaging is missing or in poor condition

• Items arrive soiled or damaged during return shipping

📆 Once our warehouse receives your return, please allow 5–7 business days for inspection and processing.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@melissashoes.com.au.

If you have any questions or need help, please contact us at: 📩 hello@melissashoes.com.au

Thank you for shopping with us! 💕