FREQUENTLY ASKED QUESTIONS
1. I’ve ordered your Melody Elephant product, what if something is broken when it arrives?
It's better to take a video of the packaging when you receive the goods. If there’s something broken, please contact our customer service with photos or video and we will follow your issue.
2. I’ve ordered your Melody Elephant product, what if something is missing when it arrives?
It's better to take a video of the packaging when you receive the goods. If there’s something missing, please contact our customer service with relevant photos and we will send yoau the missing parts.
3. I received the wrong product, what shall I do?
If you received the wrong product, please contact customer service via firstname.lastname@example.org with details of your order including what you ordered, what you received, relevant photos and order number, we will help you check it.
4. How will I be refunded?
The refund will go back onto the same card you used to place the order with us and will be paid back to you via a return transaction (within 5 business days).
5. How can I change my delivery address?
If the package is shipped and it is on the way, please contact the carrier to correct the delivery address. If the package hasn’t shipped, please feel free to contact us with your new delivery address.
6. The color doesn’t match as I thought it would, can I return the product?
You can certainly return your item to us if you’re unhappy about the color. But please note that if it is your unwanted color, you have to bear the shipping cost. If we ship the wrong color by mistake, we will cover the shipping cost and arrange another shipment with the correct color item.
7. The item never arrived (lost in transit), what shall I do?
If you still haven’t been received it, please write to us via email@example.com with the order number and we will resolve it for you.
8. How do I change or cancel my order after I’ve placed it?
We will accept changes or the cancellation of your order for items that have not shipped or if they are on back-order. If the items are dispatched but you haven’t received the package, please tell the carrier and refuse to pick up the package, and then contact our customer service via email or call to change or cancel your order. We’ll do everything we can to accommodate your request.
*Please Note In-stock merchandise typically ships within 2–3 business days from the time an order is processed. Custom products are made just for you and therefore cannot be canceled.
9. Will my furniture fit?
All of our items on the site have detailed dimensions. Please take a look at the dimensions of the item to check if it fits before you place an order.
10. What can I do if the carrier lost my package?
This rarely happens however if this situation was to arise, please contact our customer service via firstname.lastname@example.org with the order number.
11. When will my order arrive?
Items are shipped as soon as they're available. You will receive an email with a tracking number letting you know when your order is on its way. We strive for fast, efficient delivery of all items. Depending on where you live and product availability, you can find a general timeframe for your specific delivery area here.
12. How to check my order?
13. Do you ship internationally?
Yes, although each international order is unique. Now we are shipping to over 220 countries and regions worldwide.
*Po. Boxes, Military addresses (APO, FPO) cannot be delivered. Please leave a physical address for your order.
14. How much duty and taxes are charged on international orders?
Duty (or customs tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the checkout.
15. Is your website secure?
This site has security measures in place to protect against the loss, misuse, and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and sign-in password, is stored in encrypted format at all times. This website, and more importantly, all user information, is further protected by a multilayer firewall-based security system.