Frequently Asked Questions
Please see below the answers to the questions most frequently asked by our new customers.
Payments & Safety
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
We accept payments from major credit card companies like Visa, Mastercard, and American Express. Furthermore, you can pay through Pay Pal, Shop Pay, Google Pay or Apple Pay.
Shipping & Delivery
Processing times vary. Most of the products are handcrafted within 2-5 days. Some special products may take up to 2 weeks. Processing times can be viewed at the product page.
Domestic shipping takes 2- 5 business days, depending on the shipping carrier and method chose by the customer.
Shipping rates can vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy.
Yes, we offer free shipping for domestic orders over 50 USD with USPS First-Class (not-insured, with tracking number)
Unfortunately, we stopped shipping internationally due to current global conditions.
Yes, taxes are already included in the checkout price.
Warranty & Repair
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.
We do offer after-sale repair services for issues that are not attributable to manufacturer defects.
Fees may vary depending on the nature and extent of the repair needed. Please contact us for detailed information and pricing.
Returns & Refunds
Yes, we offer full and partial refunds.
Please enquire for more information about our Refund policy.
A refund request can be submitted within 14 days after the purchase is made.
In the case when the product is undamaged and is not a custom order jewelry nor a personalized jewelry piece, you are eligible for a full refund (except the original shipping cost)
In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligible for a refund.
For returns over $400, a restocking fee may apply.
Please check our Refund Policy to see if you're eligible for a refund.
When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer. Original shipping charge is non-refundable.
When an order includes promotional free shipping, all shipping costs (including the return shipping) are handled by the customer. Original shipping charges are not refundable.
Each Melt'm piece is handcrafted to order by our small workshop — nothing is pulled from a warehouse shelf. When a high-value order is returned, the materials, time, and craftsmanship that went into it can't simply be restocked, so a 20% fee helps cover that cost.
Why isn't shipping refunded?
Shipping fees cover the cost of getting your piece to you safely, including insurance and tracking on higher-value items — a service we pay for regardless of whether the item is kept or returned.
Yes. Especially, for orders $400 and above, please return your piece with insurance and tracking. This protects both you and us in the rare case a package is lost or damaged in transit. Your refund is only possible as far as the product is returned safely.