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Frequently Ask Question

How long will it take to receive my order?

You can find our shipping policy and delivery timelines here.

Will I receive any confirmation after placing an order?

Yes, you'll receive a confirmation email within 24 hours (For regular-delivery service) You'll receive a second email with shipping and tracking information once your order is on its way.

How do I track my order?

Once your order ships, you'll receive an email with a tracking number and a link to the shipping carrier's website. You can also track your order by logging into your Melissa Indonesia account.

For same-day delivery orders, you'll also receive an automatic email from the courier service with a link to track your delivery status in real-time.

What should I do if my tracking information isn't updating?

Sometimes, tracking information might not update immediately. Please allow 24 hours for the information to be reflected in the system (for regular orders). If you're still experiencing issues, please contact our Customer Service.

What happens if my order is delayed?

We do our best to ensure timely delivery, but sometimes delays can occur due to unforeseen circumstances. If your order is delayed, we'll notify you via email. You can also contact our Customer Service for updates. If a same-day delivery order is delayed past the promised timeframe, we will contact you to offer alternative solutions.

How do I initiate a return or exchange?

To initiate a return or exchange, please follow these steps:

Contact our Customer Service team at info@melissa.co.id or +62811 4170 7707 with your order number and the reason for your return or exchange.
Our team will verify your request and provide return instructions.
Carefully package the item(s), and include the RA number inside the package.
Ship the package to the address provided by our Customer Service team

How long do I have to report an issue with my order?

If something’s not right, we’re here to help. Please make sure to report any issues within the following timeframes:

Lost packages (total loss): within 14 days of the shipping date
Missing items (partial loss): within 2 days of receiving your order
Damaged items: within 2 business days of delivery
Business days are Monday through Saturday.

Who pays for return shipping?

For returns due to our error (e.g., wrong item shipped, defective product), we will provide a prepaid shipping label.

For returns due to customer preference (e.g., wrong size, changed mind), the customer is responsible for return shipping costs.
For exchanges, customer must pay the shipping cost for the new item that will be sent.

What happens if I receive a defective or incorrect item?

If you receive a defective or incorrect item, please contact our Customer Service team immediately. We will arrange for a return or exchange at no cost to you.

What happens if my return does not meet the requirements?

If your return does not meet our requirements, we reserve the right to refuse the return and send the item(s) back to you at your expense.