FAQS

Frequently Asked Questions

 

Are your products manufactured in Indonesia?

Yes, they are. We manufactured our products exclusively for our brand.

 

Are your items ready stock?

Yes, all items are ready stock, except stated otherwise in the description.

 

How to measure the product size?

Click here to view our measurement guide

 

I would like to order sold items, will you be getting your sold out items back in stock?

Generally we're not able to re-stock, but if the products are highly demanded by the customer,
some of our items may be back in stock. Click the "NOTIFY ME" link to get the latest updates of the product you would like to be re-stocked.

 

Do you have offline store where I can visit?

Sorry, at the moment we do not have any. We are still an online-based store only.

 

How can I place and order?

Please visit our "SHOPPING & ORDERING" section at the bottom of the page.

 

Do I need an account to order?

Yes.

Setting up an account will allow you to order without having to fill in your details every time you shop with us,
and will give you benefits such as order tracking, regular newsletters, special discount and membership program.

You can sign up right now, or you can start shopping straight away and set your account up when you check out,

whichever suits you best. Just follow the easy steps on the screen.

 

I've forgotten my password, what should I do?

Click "FORGOTTEN YOUR PASSWORD?" link at the Sign In Page and follow the instructions.

 

Can I purchase from overseas?

We apologize for your inconvenience, at the moment we don’t ship overseas.
If you would like to have our collection, kindly send an email to contact@mbymellisalawijaya.com  to let us know.
We will get back to you as soon as possible.

 

I've put my order into the shopping bag, but when I click "CHECK OUT" only some or none of my order is available.

How come?

Adding items to your shopping bag does not mean that we hold the items for you.
Because some customers might be shopping at the same time so item availability is not guaranteed until you check out.

 

Can I add an item to my order after I check out?

Unfortunately you can’t, because after checking out, your order is recorded.
You will need to place a separate order for anything else that you want to purchase.

 

I made an order but I forgot to check out and the items that I want are out of stock. Can I order those items again?

If you haven’t checked out, your order has not saved in our system.
So you can’t order those items again unless it’s back in stock.
You can click the “NOTIFY ME” link to get the updates of the product.

 

Why are my order cancelled?

Maximum payment for an order is 3x24 hours after an order have been placed.
If payment has not been completed after the time limit, the order will be canceled automatically.

 

How can I track my order?

You can sign in into your account, and check order history. We also give you a tracking URL of your order to your email.

 

What do I have to do if I've completed my payment but haven't received the package after over the estimated delivery time?

Please do not forget to confirm your payment through the website after completing the payment.
If you haven't confirmed until the time limit, then your order will be canceled. If you have completed the payment
but forgot to confirm over the time limit, please contact us at contact@mbymellisalawijaya.com for more information.

 

Can I pay by credit card?

We apologize for your inconvenience, we only accept payment via bank transfer (BCA or Mandiri).

 

How soon can I get my order?

After you order, transfer, and confirm your payment, we will process the order the NEXT DAY / in 24 hours.
Note that process is only checking the payment, preparing and delivering the goods to the shipping company.
After that, the shipping company needs certain amount of time to deliver it to you, varies from 1-2 days for domestic.
In short, from confirmation time the order will arrive earliest in 3 days.
For more info, click “SHIPPING & DELIVERY” section at the bottom of the page.

 

Can I get my order earlier?

If you want to get it earlier (earliest within 2 days after you confirm the payment),
please choose FAST Shipping upon the check out.

 

I haven't got my oredr, it has been late for couple days, Where is my order?

Kindly email us to contact@mbymellisalawijaya.com, there might be possibilities of delay caused by the shipping courier,
but we will try to help you as much as we can. Note that if your order is sent during public holiday,
there might be some delays.

 

I have received my package. But there are some defects in the product. What should I do?

We deeply apologize for our mistake. Please kindly contact us through our email contact@mbymellisalawijaya.com.
For more information, you may visit our “RETURN & EXCHANGES” page.
All shipping fees will be paid by us, both return and sending it back.

 

The garment I received is too big/small, what should I do?

Don't worry, you can exchange it to other size. However, return and exchanges should be done
max 5x24 hours after you receive the package. Please read our ‘Return and Exchange’ policy at the bottom of the page.
Note that the shipping fees will not be compensated by us.

 

Can I exchange or return sale item(s)?

No you can't, sale items are non-changeable and non-refundable. All sale items are final.