Melanista complies with the highest level of Payment Card Industry (PCI) standards. We’re using the most advanced SSL Encryption technology to ensure safe and secure checkout via:

• PayPal
• Credit Cards: Visa, MasterCard & American Express
• Shop Pay & Shop Pay Installments

We are also upfront about our shipping costs. Because we use a cost-based shipping rate, you will never be surprised at checkout with an unexpected shipping amount.

We treat every item you purchase as if it were our own, and we take extreme care in packaging each order.

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HANDCRAFTED TO ORDER

All of our handbags and wallets are **handmade to order—**from drawing, painting, printing, to sewing—ensuring everything is 100% tailored to your needs. Because of this detailed craftsmanship, production time is around 2 weeks.

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SHIPPING & HANDLING

Once production is complete, we ship your items directly from our artisans in Hong Kong straight to your door, so please allow 15–17 days for delivery. It might take a bit longer than usual, but we believe it’s worth the wait for a truly personalized piece.

• Shipping Cost: $9.99 plus $4 per additional item (no free shipping thresholds).
• We process orders Monday through Friday (Eastern Standard Time), excluding postal holidays: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
• We currently cannot deliver to U.S. Military bases. We apologize in advance for this inconvenience.
• Expedited shipping is not available at this time.

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ORDER TRACKING

You will receive a confirmation email with a tracking link so you can follow your order all the way home!

• Tracking Updates: Please allow 3–5 days for the carrier to scan your package as it moves to the next facility. If there is no immediate information when you check, that just means the package hasn’t been scanned in yet.

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THE PACKAGE WAS DELIVERED TO THE INCORRECT ADDRESS

If a package is returned to us due to an incorrect or incomplete address, is marked “unclaimed” or “return to sender,” or has been deemed undeliverable for any reason by the final mile carrier, we will notify you by email. Once the package is delivered back to us, our returns team will process it and refund the subtotal of your order.

Note: A refund will not be issued until the parcel arrives back at our facility. Once we process a refund, your bank may take 2–8 business days to finalize it on their end.

Please double-check your address at checkout, as we are not responsible if your order is delivered to the wrong address. If you contact the final mile carrier after the order leaves our warehouse and ask them to forward or redirect your package, we are not responsible if it becomes lost, stolen, or damaged.

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LOST PACKAGES

If the post office notifies us that a package was lost in the mail, we will be happy to replace and reship the order or refund your purchase. Please contact us at cs@melanista.com and we will take care of the issue.

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RETURNS & REFUNDS

• Processing Time: Returns may take up to 14 business days from the day we receive your return. We will email you once your return has been processed.
• Defective/Incorrect/Damaged Items: If you receive a faulty item or the wrong product, please contact our Customer Support team (cs@melanista.com) with your order number, a photo or video of the product, your complete delivery address, and a contact phone number.
• Missing Items: Sometimes items ship separately. If an item is missing, please email us at cs@melanista.com so we can help track it down.
• Refunds: A full refund will be issued for defective products; for non-defective items, refunds exclude all shipping and handling fees.

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Thank you for shopping with Melanista. We appreciate your patience while we create and ship your one-of-a-kind handcrafted piece! If you have any questions or concerns, please reach out to us at cs@melanista.com.