FAQ
How can I contact Melbourne Essence?
You can email us at info@melbourne-essence.com and our customer service team will be happy to assist you with any inquiries.
Do you ship worldwide?
Yes, we offer worldwide shipping. For specific inquiries, please contact us at info@melbourne-essence.com.
Can I change or cancel my order?
Requests for order changes or cancellations must be submitted within 12 hours of placing the order. Requests after this period will not be accepted, but you may return the item for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
Orders are processed from Monday to Friday. They are typically processed within 1-3 business days and shipped the following business day. Please note that we do not ship on weekends or during holidays.
How long will it take to receive my order?
Due to high demand, delivery may take 10 to 14 business days. We appreciate your patience during this time.
What if I don’t receive my order?
If your order has not arrived within 30 days of shipment, you are entitled to a full refund. Please contact us if this occurs.
Will I be charged customs and taxes?
Prices on our website are tax-free in Europe, but you may need to pay duties and taxes upon receiving your order. These fees are determined by your local customs office and are your responsibility.
How do I return an item?
To initiate a return, please contact us at info@melbourne-essence.com for assistance.
What if the items I received are defective/incorrect/damaged?
If you receive an item that is defective, incorrect, or damaged, please contact us immediately with your order number and relevant photographs. We will work swiftly to resolve the issue.
When will I receive my refund?
Refunds will be issued to your original payment method within 7-10 business days after receiving the returned item. If you haven’t received your refund yet, please contact your bank or credit card company, as processing times may vary.