Help & FAQs

DELIVERY

 Which countries do you deliver to?
 For the moment, Melissa delivers worldwide with adapted delivery costs.

Tell me all about delivery.
 Delivery times will be longer when Melissa is shipped outside of Europe.

Delivery in Metropolitan France: via Colissimo to a collection point or to your home in 48 to 72 hours on average from the date your order is dispatched.

Internationally, we deliver either via Fedex or via La Poste's local partner: BPost for Belgium, La Poste CH in Switzerland, Poste NL for the Netherlands, to name a few.

The processing times for your order are 24 to 72 hours (if you place it on Friday). The delivery costs for France amount to 8.80 Euros and will be displayed at the time of payment. Delivery is free for an order above 150€ .

Once your order has been dispatched, you will receive a dispatch confirmation email containing a tracking number. And presto, here she is on her way! You can always follow the progress of your delivery on your account.

Will I have to pay additional costs, such as VAT or customs duties?

You will have no customs fees to pay in Europe. For Switzerland, customs duties may apply.

VAT is already included in the price of each product.

I have a problem with tracking my order.

Sorry! It may happen that the carrier takes 3 to 5 working days to register the status of your order. If your order number does not update or simply does not work, we invite you to connect to your customer area, by clicking on the little man next to the magnifying glass, at the top right of our page, or good by clicking here .

If you did not create your customer account at the time of validation of your order, you can always track your package, request a return or an exchange, by entering the number of your order as well as the email address or telephone used during the validation of your order by clicking here .

If ever you still do not manage, you can always contact us at the e-mail address contact@melissashoesfrance.com and we will be happy to assist you.

How do I change my delivery address?

It is possible, as long as your order has not left. If your delivery address is incorrect, please email us at contact@melissashoesfrance.com


RETURNS & EXCHANGES

For any return or exchange request, everything happens on your customer area: you click on the little man next to the magnifying glass, at the top right of our page or by clicking here .

If you have not created your customer account at the time of validation of your order, you can always request a return or an exchange, by entering the number of your order as well as the email address or telephone number used during the validation of your order by clicking here .

If you ever need a hand, you can always contact us at contact@melissashoesfrance.com and we will be happy to assist you.

How can I return a product?
 Order without fear, you have 14 days from receipt of your order to change your mind and return your items to us . Your refund will be triggered once your return has been received by our services.

And for exchanges, how does it work?

Other return requests (size exchange) can be made within 30 days of receiving your order.

Returns are free if it is an exchange. For cancellations, the return costs are the responsibility of the customer.

More details on our returns policy can be found in our GeneralConditionsof Sale .


SECURE PAYMENT

What forms of payment do you accept?

We accept Visa, Mastercard, Carte Bancaire, American Express, Maestro, Paypal, Apple Pay, Google Pay, AliPay, Microsoft Pay, Click to Pay, WeChat Pay, Payment in 3 or 4 installments (Klarna, Afterpay/Clearpay, Paypal ), Bancontact, Diners, Discover, JCB .

When will my credit card be charged?

Your card will be debited as soon as your order is accepted and processed.

Unfortunately, we do not accept checks or money orders.

Melissa FAQs

How are Melissa products different from products from other cosmetic brands?

Unlike other brands, Melissa has collaborated with the big names in fashion and design: Jean-Paul Gaultier, Karl Lagerfeld, Thierry Mugler, Comme des Garçons, Opening Ceremony, Vivienne Westwood , and more recently with Y/Project, Rombaut , Viktor & Rolf since the 80s.

Melissa innovate in a way eco-responsible constantly to find ways to minimize environmental impact of the brand.

We collect used models that will no longer be worn and let's recycle . Today our models are made with 30% recycled materials and are 100% recyclable .

Our models are also certified Vegan since 2019, which officially confirms that no animal was included in the production of our products.

Questions about orders

How can I check the status of my order?

You can check the status of your order on your customer area, on your order history. Click on the tracking number of your order and you will be redirected to the delivery partner's site (La Poste, Fedex, etc.) where you will find all the details regarding the delivery of your package. This will be updated as soon as your payment method has been charged, and again as soon as your order has been sent.

If you did not create your customer account at the time of validation of your order, you can always track your package, request a return or an exchange, by entering the number of your order as well as the email address or telephone used during the validation of your order by clicking here .

Can I use multiple promo codes at checkout?

You can only use one promo code per order.

Eco-responsibility
Is the plastic used for Melissa products recyclable?

Yes, the plastic used to make Melissa is fully recyclable.

Are Melissa shoes made of recyclable plastic?
Yes, we include 30% recycled material from our factory.

What is the degree of staining of PVC?

Melissa's colorant has minimal impact on the environment. The color pigments do not contain any components that have an impact on the environment or health.

Besides the box, is the bag containing the Melissa shoes recyclable?

Yes, the bag is fully recyclable, but it is not made from recycled materials.

Where are Melissa made?

In our own factories, located in the cities of Fortaleza and Sobral, Brazil. We have full control over the quality of the materials we use in our shoes, thus avoiding any waste.

How do you reuse leftover plastic to avoid waste?

All leftover plastic goes back to the first production line. We have no plastic waste.

How do you dispose of unused materials? Or is everything recycled?

100% of the remaining plastic from production is reused in the initial process. More than 90% of our industrial waste is recycled internally or externally. Grendene reuses all industrial waste.

How do you color the products? And how are the paints thrown away?

The Melissa are tinted with paint or pigments, all without toxic or allergic substances. When the ink is used, it is reused or returned to the supplier. There is only the disposal of paint sludge, which has been treated or left inside the paint booth. This material is sent to be burned in cement kilns.

Is the smell of the product responsible?

The perfume used to perfume the shoes is a natural base, diluted in an alcohol-based liquid. This fragrance is neither allergic nor toxic and is approved by the International Fragrance Association (IFRA).

Where are the recycling points for Melissa?

In Brazil, all 500 Melissa stores, including Galeria Melissa in Sao Paulo and New York, have drop-off points (collection bins) where customers can drop off their pairs for recycling. We consolidate these pairs and reassemble them at the factory, in a process known as reverse logistics.

For now, we are working to implement a similar system in Europe that makes sense both in terms of recycling and the environment, especially with the carbon footprint.

How is the plastic reused when the product is thrown away?

Simple: They are disassembled, broken, melted down and molded again to be reused.

What do we do with materials that are not plastic? Like metal clasps?

Claps and other materials such as metal are dismantled and recycled.

For more information on all our Eco-Responsible initiatives, visit our section on our commitments onECO-RESPONSIBILITY by clicking here .