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customer care

How do I place an order? 

Simply use the shopping cart process to add items to your cart, and when ready to finalize your order hit the "Go To Payments" button to submit your shipping and payment details.  If you are having any technical issues with the shopping cart, please email us at info@melis.ca with the details of your order and we will be happy to help you.  If the shopping cart contains a pricing error that does not match the price displayed on our web site, we reserve the right to adjust your total. 

Do you have a minimum order requirement? 

We currently do not have minimum retail order requirements.  

What currency are your prices in? 

All of the retail prices you see are currently in Canadian Dollars (CAD).  Our US and International friends may benefit from using an online currency converter here: http://www.xe.com/ucc/ with regard to estimating how much more their dollar can buy here in Canada.  When you pay us in Canadian dollars, your credit card or Paypal  automatically does the conversion for you and charges you in your own currency. Please do not send us funds in US dollars or any other currency unless you have already made prior arrangements with us to do so first.  

What forms of payment do you accept?   

You may pay using your credit card (Visa, Mastercard), or via Paypal, which accepts VISA, Mastercard, American Express, and Discover. Our Paypal address is paypal1 @ melis.ca . You may also pay using Interac Email Money Transfer (Canadian Clients only - payment may be sent to payments @ melis.ca ).  

How soon will you ship my order? 

Due to the fresh, handmade nature of our products, our current turnaround time is 2 - 5 business days, although we do make all efforts possible to ship your items immediately upon receipt of your order.  It is always possible that a higher than usual volume of orders, or a higher than anticipated response during a special offer/sale, may delay our standard turnaround at times. If you have special urgent needs please contact us directly via email as we will always do our best to accommodate you.  *Please note that we do not ship on Saturdays, Sundays, or Canadian statutory holidays.  

 

Can I change or cancel my order?  Unless you have made the change or cancellation within 15 minutes after placing  your order, we do not accept cancellations under any circumstances, so please be certain on your items before going through the ordering process. A restocking fee of 25% will apply to any orders that are cancelled beyond the 15 minute period as we have usually already started processing your order for you.   

Can I return my merchandise? 

Our 100% satisfaction guarantee ensures your happiness when shopping with Melis.    

If for any reason you are not completely thrilled with your purchase when it arrives, simply contact us directly via email within 10 days of receipt of your package to arrange for a return of your product and to obtain a Return Authorization Code. Due to the personal nature of our products, items must be in their original packaging, fully intact, unopened and unused. Once we receive your return, we’ll issue a credit to our web site (no expiry) for the initial purchase price (minus any original shipping fees). Please note that we do not offer a credit directly back to your credit card and your return shipping cost cannot be included in the credit.

Please note that we must be advised of any damaged, incorrect or defective product within 24 hours. If you have received product that was damaged in transit, please retain all packaging materials so that we may successfully file your carrier insurance claim. In the case of any incorrect or defective product, any errors on our part will be immediately corrected to your complete happiness and satisfaction. 

It's all about you - we will always resolve any issue with your happiness as our goal. 

 Do you handle gift orders? 

To arrange a unique gift for that special someone, please always feel free to contact us directly to coordinate any special shipping information and gift wrapping.  We are always happy to help!!

SECRET PAL / SECRET SISTER GIFT FRIENDLY: Melis is proud to be a secret pal, secret sister, secret fairy, and otherwise secret gift friendly site. When it comes to buying for your secret pal, secret sister, or secret friend, we make gift giving easy.  When you get to the check-out section of your order, simply indicate in the "special notes" section that your order is for your secret pal/secret sister/secret friend, and we will be sure to omit your name and billing particulars from the package.  In the "billing details" section, put your own information, but in the "delivery details" section be sure to put your secret pal/secret sister/secret friend's information.  It's that simple. With so many delicious, fresh and decadent gift ideas, we have exactly what you need to make your secret friend feel special and pampered! 

If you have a note you would like included for your special friend, simply mention this as well and we will be sure to include it anonymously for you.   

Not to worry - we'll always keep your identity secret! 

GENERAL GIFT ORDER SHIPPING: We can ship the order directly to you, or to the recipient of the gift.  

URGENT OR SPECIAL DAY GIFT DELIVERIES: If you need to receive an order on a particular day – not to worry! We can take care of that for you too.  Simply email us directly to arrange this. 

How much will shipping cost?

Shipping within Canada will vary depending on your location - simply press "recalculate" in the shopping cart for your shipping total (prior to checkout). Shipping to the US is currently a flat rate of $14.47 regardless of order size, up to $100 CAD, unless you wish to arrange special shipping methods (*additional costs for special arrangements are assumed by the customer).  International shipping costs may vary, please see below and feel free to contact us with any questions.

Orders $100 and over to Canada or the US always receive complimentary free shipping, every day - this comes in very handy if you decide to split an order with a friend! (*our free shipping offer on orders $100 and over is calculated after any applicable sale prices, vouchers/discounts are applied and  excluding any applicable taxes if you live in Canada.)

Orders within Canada are usually shipped via Canada Post Expedited or UPS, which includes signature delivery confirmation and insurance, unless you specifically request otherwise.  Orders to the US are usually shipped via UPS, which includes insurance and tracking, and in some cases Canada Post Airmail, which includes insurance or Canada Post Expedited USA, which includes insurance and signature delivery confirmation, unless you specifically request a different carrier (*additional costs for special arrangements are assumed by the customer).  For orders $100 and over that qualify for the free shipping offer, we ship via the most cost-effective method that includes insurance and tracking.  Any customers who order and subsequently refuse their package will still be responsible for the cost of shipping to and from Melis, as well as any applicable duty or customs fees, and a 25% restocking fee on the order total. 

What about international orders? (outside of Canada and outside of the US)

If you live outside of Canada or outside of the US, we will send your package via Canada Post Airmail, unless you request otherwise. Costs for shipping are as follows, based on the weight of your package: $22 for up to 500 grams / $38 for 501 grams - 1 kg /  $58 for 1 kg - 1.9 kg. Please inquire directly for any orders where the anticipated weight is to be over 2 kg.  Please note that the shopping cart does not automatically process the correct amount for international shipping, thus if paying by credit card, your order total will be manually adjusted to include any additional shipping if applicable. If paying by Paypal, you will be invoiced any remainder outstanding shortly after placing your order. Orders are usually shipped within our regular turnaround time and you will be responsible for any possible duties and surcharges at your country's border, if applicable. 


Is my package insured?

Yes, we will not ship an order without insurance and delivery confirmation.  The exception to this is if you are an international customer and live in an area of the world for which postal insurance service is not available, or if you live in Canada, the US, or any other country and you have chosen a particular shipping option that did not include insurance and/or delivery confirmation. If such is the case, please note that we are not responsible nor liable for lost, stolen or damaged packages. If you see that your package has arrived to you in an obviously damaged condition, and if your shipping method has included insurance, please contact us immediately so that we may assist you in initiating the claims process with the carrier. We will happily replace any damaged items or issue a credit.

If you have a question that is not addressed here, please do not hesitate to contact us. All payment and shipping policies, quotes, terms, agreements and conditions are subject to change without notice.

 

 

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